Being in a car accident is stressful enough without worrying about the insurance process. This guide walks you through everything — from what to do at the scene to settling your claim.
At the Scene — What to Do First
Priority 1 — Safety
- Check for injuries — call 999 if anyone is hurt
- Move vehicles to safety if possible and it’s safe to do so
- Turn on hazard lights
- You must call the police if anyone is injured, a driver doesn’t stop, or the road is blocked
Priority 2 — Exchange Information
By law, you must provide your name, address, and vehicle registration to anyone involved. Collect from the other driver:
- Full name and address
- Vehicle registration number
- Insurer name and policy number (if they have it)
- Phone number
- Driving licence number (if willing to share)
Priority 3 — Gather Evidence
- Photographs — damage to all vehicles, the road layout, traffic signs, weather conditions, skid marks, debris
- Dashcam footage — save and back up immediately (dashcams can overwrite)
- Witnesses — get names and contact details of anyone who saw what happened
- Notes — write down exactly what happened while it’s fresh: time, speed, road conditions, what each driver did
What NOT to Do
- Don’t admit fault — even saying “sorry” can be interpreted as an admission. Stick to facts
- Don’t discuss who caused the accident with the other driver
- Don’t accept cash settlements at the scene — you may not know the full extent of damage
- Don’t leave without exchanging details — it’s a criminal offence (failure to stop, failure to report)
Notifying Your Insurer
When to Call
Contact your insurer within 24 hours, even if:
- You weren’t at fault
- You don’t intend to claim
- The damage seems minor
- You’re handling it privately with the other driver
Your policy requires prompt notification. Failing to report an incident can void your cover for that claim.
What They’ll Ask
Have this ready when you call:
- Your policy number
- Date, time, and location of the incident
- Description of what happened
- Details of other drivers/vehicles involved
- Photos and witness information
- Crime reference number (if police attended)
- Whether anyone was injured
Fault vs Non-Fault
Your insurer will assess liability:
- Fault claim — your insurer determines you were responsible (fully or partially). You pay your excess, and the claim goes on your record
- Non-fault claim — the other driver was responsible. You still pay your excess initially, but it should be recovered from the other driver’s insurer
- Split liability — both drivers partly at fault. Each insurer pays a proportion
Important: Your insurer decides fault based on the evidence, not who you think caused it. Rear-end collisions are almost always the following driver’s fault, regardless of circumstances.
The Claims Process
Step 1 — Claim Reference
Your insurer assigns a claim reference number. Keep this for all correspondence.
Step 2 — Damage Assessment
For vehicle damage:
- Minor damage — you may be asked to get repair estimates from approved garages
- Significant damage — an insurer-appointed engineer inspects the vehicle (usually within 3-7 days)
- Write-off — if repair costs exceed the vehicle’s market value (or a percentage of it), the car is declared a total loss
Step 3 — Repair or Settlement
If repairable:
- Insurer approves repairs at an approved garage (or you choose your own, though this may affect the guarantee)
- You typically get a courtesy car during repairs
- Repairs take 1-4 weeks depending on parts availability
If written off:
Your insurer offers the vehicle’s market value at the date of the incident — not what you paid for it or what a replacement costs from a dealer. Categories of write-off:
| Category | Meaning | Can You Keep It? |
|---|---|---|
| A | Scrap only | No — must be crushed |
| B | Body shell must be crushed, parts can be salvaged | No — you can’t drive it again |
| S | Structural damage, repairable | Yes — but must pass inspection |
| N | Non-structural damage, repairable | Yes — no inspection required |
Step 4 — Settlement
- Repairs — insurer pays the garage directly; you pay your excess
- Write-off — insurer pays you the market value minus your excess
- Personal injury — handled separately, often by a specialist solicitor
Typical Timeline
| Stage | Timeframe |
|---|---|
| Report claim | Day 1 |
| Assessment/inspection | 3-7 days |
| Repairs approved | 7-14 days |
| Repairs completed | 2-6 weeks |
| Write-off settlement | 2-4 weeks |
| Non-fault excess recovery | 4-12 weeks |
| Personal injury settlement | 3-18 months |
Understanding Your Excess
You’ll pay two types:
- Compulsory excess — set by the insurer (often £150-£350, higher for young drivers)
- Voluntary excess — the extra amount you chose when taking out the policy to reduce premiums
Total excess = compulsory + voluntary
If your total excess is £500 and the repair costs £450, there’s no point claiming — you’d pay it all yourself and have a claim on your record.
The Claim Threshold
Many experienced drivers only claim for damage significantly above their excess. A £600 repair on a £500 excess means a £100 net benefit, but the claim could cost you hundreds extra in higher premiums over 3-5 years.
Courtesy Cars
Most comprehensive policies include a small courtesy car during repairs. If you need a like-for-like replacement (same size and type as your own car), you usually need:
- A non-fault claim with clear liability
- A credit hire arrangement through a claims management company
- Or specific courtesy car cover on your policy
Non-Fault Claims — Getting Your Money Back
If the accident wasn’t your fault:
- Your insurer handles it — they pursue the other driver’s insurer for all costs
- Excess recovery — your insurer recovers your excess from the at-fault insurer
- Uninsured losses — things not covered by your policy (hire car costs, lost earnings, travel expenses) can be claimed from the at-fault driver’s insurer separately
- Timescale — recovery can take 4-12 weeks if liability is clear, longer if disputed
If Your Claim Is Rejected
Insurers can reject claims for:
- Policy exclusions (driving under the influence, unlicensed driver, vehicle not roadworthy)
- Non-disclosure (you didn’t declare relevant information when buying the policy)
- Late notification (you waited too long to report)
- Fraud (exaggerated or false claims)
What to Do
- Ask for written reasons — your insurer must explain why
- Check your policy wording — compare their reasons against your actual policy terms
- Make a formal complaint — use the insurer’s complaints procedure
- Escalate to the Financial Ombudsman Service (FOS) — free, independent adjudication if the complaint isn’t resolved within 8 weeks
- Consider legal advice — for large or complex disputes
Impact on Your Insurance
No-Claims Discount (NCD)
A fault claim typically removes 2 years of NCD. Non-fault claims shouldn’t affect NCD, but check your policy.
Protected no-claims bonus means you can make a set number of claims (usually 1-2) without losing your discount. However, your base premium may still increase.
Declaring Claims
You must declare all claims (fault and non-fault) for 5 years when buying or renewing insurance. Failing to declare is non-disclosure and could void future policies.
Claiming Against an Uninsured Driver
If the other driver has no insurance:
- Report to the police (driving without insurance is a criminal offence)
- Claim through your own insurer if you have comprehensive cover
- Apply to the Motor Insurers’ Bureau (MIB) for compensation
- MIB claims require evidence and can take 3-12 months
- There’s a £350 excess on MIB property damage claims