How do I make a car insurance claim?
Key takeaways
After an accident or incident, call an ambulance or the police if needed. Get a crime reference number if your car has been damaged or stolen
Contact your insurer, get driver details and other evidence, such as photos, straight away
Claims can take days, weeks or months to settle depending on how complicated they are
Filing a claim may increase your premiums, so weigh up the cost of repairs against your excess and impact on your no-claims bonus first
Claims history can be checked via your provider or the Claims and Underwriting Exchange (CUE)
Whether you're dealing with a car park prang, an upsetting theft or a serious collision, knowing how to make a car insurance claim in advance could help reduce the stress of sorting everything out. So how does it work and what should you expect?
What should I do after an accident?
If you've had an accident, your car has been damaged or stolen and you need to make a car insurance claim, but aren’t sure what you need to do, contact your insurance provider as soon as possible - once you know everyone involved is ok. Your insurer will be able to advise you on what to do, in what order and the information you need to collect to make a claim.
What if someone is hurt or something is stolen?
If anyone is injured in an accident, that should always be the top priority. Call an ambulance immediately and notify the police. Remember you’ll need to get a crime reference number from the police if your car is stolen or damaged and you need to make a car insurance claim.
What information should I collect?
To make the claim process as smooth as possible after an incident, get everyone’s details straight away, including:
Full name
Address
Car registration number
Telephone number
Insurance details
It’s usually worth taking photos of the vehicle damage and the accident scene - as long as it’s safe to do so. And if anyone who wasn’t involved saw the accident or theft happen, ask them if they would give an independent account of what happened. This can all be useful evidence to support your claim.
What information do I need to make my claim?
Your policy number
Your personal details
Details of other people and vehicles involved
The date, time, and location of the incident
A crime reference number, if applicable
How long does a car insurance claim take?
An insurance claim will remain open until any uncertainty has been settled. That means your claim could take days to quickly confirm, or months to sort out. Things that could make a difference include:
Any disagreements between parties
How useful the evidence for the claim is
How bad the accident was
How quickly you reported the incident
Can you cancel a car insurance claim?
Yes. You can cancel a car insurance claim at any time before your insurer starts to spend any money on that claim.
Will the claim affect my insurance premiums?
Probably. Insurance premiums are based on lots of different factors, such as your age, where you live, what you do for a living and the car you drive. But filing a claim often means your premiums go up because you are considered a greater risk than you were before. In other words, the insurer thinks you’re more likely to cost money in the future with more claims.
Is it worth making a claim?
It depends, so don’t assume every ding needs to be claimed for. Before you click ‘go’ on your claim, think about:
Your excess. How much does your insurance policy state you need to pay before the claim kicks in? If the cost of repairs is similar to or less than your excess, for example, it might not be worth claiming
Your no-claims bonus: By not claiming, you can build a no-claims bonus, which can lead to discounts on your premiums as you're seen as a lower risk. Make sure your claim is worth losing that discount
What if I don’t agree with my insurer’s decision?
If you disagree with the decision your provider makes about your claim, you have the right to dispute it. You’ll need to give clear reasons and strong evidence to support your opinion though. Depending on what you disagree with, that evidence could include:
Statements from the insurance policyholders, drivers and/or passengers
Statements from witnesses
Proof of the incident or vehicle damage, such as CCTV or photos from the time
Examples of similar cases that have been to court
The insurer will consider your dispute and may change its decision, or the amount paid out - or it may not. If you still think the outcome is wrong and you can’t resolve it with your insurer, contact the Financial Ombudsman Service (FOS) for advice. Very rarely, a claim can go to court if neither side agrees.
What can I do if my insurer rejects my claim?
Re-read your coverage and exclusions carefully to make sure you’re covered
Write to your insurer, clearly setting out why you believe the claim should be paid and keep detailed records of each phone call, email or letter
Follow the provider's formal complaint process
If the issue remains unresolved, contact the FOS for a final decision
How can I check my insurance claim history?
Don’t worry, it’s easy. You can either contact your insurance policy provider or go to the Claims and Underwriting Exchange (CUE) – a database that records all incidents that are reported to insurers. Claims remain on your CUE record for six years.
How do I find the right car insurance policy?
Finding cheaper car insurance is quick and easy with MoneySuperMarket. Just answer a few quick questions about yourself, your driving history and your vehicle, to get a list of quotes tailored especially for you.
Don’t forget to compare policies not just by cost, but also by the level of cover and excess to make sure the policy you pick gives you the cover you need for your individual circumstances.
That way, if you do need to make a claim, its more likely to be quick, easy and end in the right result.
