How to dispute a car insurance claim

Key takeaways 

• Someone may claim on your insurance policy if they change their mind after an incident where you both say you won’t claim, if someone gets your details after a hit-and-run, or if you’re the victim of a false claim 

• Your insurance provider will usually get in touch with you to get your side of the story before paying out and counting it against your policy 

• If you don’t agree with your insurer’s decision you should follow their complaints process and if necessary, then complain to the Financial Ombudsman Service

Can I dispute a car insurance claim against me? 

Yes, you can dispute a car insurance claim against you. Your insurer will generally give you the chance to do this before paying out, unless they decide it’s minor enough that it isn’t worth it. You’ll need to provide evidence to show your side of the dispute, and your insurer will investigate to come to a final decision. 

How can I dispute a car insurance claim?

If someone has made a false claim on your car insurance policy, you should:

• Inform your insurance company that the claim is false

• Ask your insurer about the exact place and time of the incident and whether there is any evidence of the incident or damage, and whether there are any witnesses

• Ask how the third party got your insurance details, and if they can describe who was supposedly driving the other car involved in the incident

• Compile evidence to show that you weren’t involved. This could include: witness statements; photos and videos; telematics data; or dash cam footage that show you weren’t there at the time of the incident

What if my car insurance company rejects my claim?

✔ Make sure you understand the reasons why the claim has been rejected in case you have done something to invalidate your car insurance such as non-disclosure

✔Carefully check the policy wording to see if there is a policy exclusion

✔ If you’re not happy with your insurance company’s response you should follow their complaints process which should be outlined on their website or in your policy documents

✔ If that doesn’t resolve the matter and you’re still not happy you could make a formal complaint to the Financial Ombudsman Service who will try to resolve your complaint using mediation. If that doesn’t work then the Financial Ombudsman Service will do a formal investigation

✔ If you don’t agree with the Financial Ombudsman Service’s final response you could get legal advice and take your insurer to court but the legal expenses may outweigh the benefit of doing that

Can someone claim on my car insurance without my details?

👍 Yes, there are certain situations in which a third-party claim on your policy could come as a surprise:  

 What happens when an insurance claim is made against you?

• Your insurer will investigate the claim, gather evidence and decide who is at fault

• If you’re at fault your insurer will settle the claim on your behalf

• If it’s not clear who is liable, you and the third party may both be considered at fault

What do I need to do if someone makes a legitimate claim on my car insurance? 

If someone legitimately claims on your car insurance, then it will depend on whether you’ve agreed on who was at fault.

If you both agree you were at fault, it’ll need to be reported to your insurer who will handle the claim as usual and pay out. You shouldn't need to do anything else.   

Do I have to pay any excess if someone claims against me? 

❌ No, you won’t need to pay any excess fees on a claim by another person - only if you claim yourself for repairs to your own vehicle or property. 

Should I tell my insurer about incidents I’m not planning to claim against? 

👍 Yes, you should always tell your insurance provider about incidents that occur when you’re driving, even if you don’t plan to make a claim and you don’t think the other driver will either.

If you exchange details with the other driver and agree not to claim they could change their mind later on and contact your provider.

📣 Did you know? It’s important to keep your insurer fully informed - and many will invalidate your cover if you don’t. Additionally, it can help support you if someone makes a false claim on your policy.  

Will my insurance go up if a claim is made against me? 

👍 Yes. If someone makes a claim against you on your car insurance policy - known as a third-party claim - then your premiums are likely to go up as a result. Even if the claim and subsequent payout is minor, it will still more often than not count against you when your premiums are recalculated. It shouldn’t affect your current premiums though, just when it comes to renewal. 

However it may also affect your no-claims bonus, even if the blame is shared between you and the other person.