How to process your car insurance claim
Car insurance claims aren’t always straightforward – here’s our guide on how they work and what you need to do
Key takeaways
After an accident, contact your insurer immediately, gather details from other drivers, take photos, and get witness accounts. If injuries or theft occur, notify the police and obtain a crime reference number
Claims can take from days to months, depending on disputes and evidence
Claims history can be checked via your provider or the Claims and Underwriting Exchange (CUE)
Filing a claim may increase premiums, so weigh the cost of repairs against your excess and potential impact on your no-claims bonus
Whether you're dealing with minor vehicle damage or more serious consequences, understanding how to process a car insurance claim is crucial. This guide will walk you through the steps to ensure a smooth claim experience and help you understand what to expect along the way.
Immediate steps following an accident
If you're unsure what you need to do after a car accident, and you need to make a car insurance claim, you should contact your insurance provider as soon as possible.
The easiest way to do this is generally by phone, although you may also be able to start the car insurance claim process by filling in an online form.
Gathering information at the scene
For a speedy payout, it's imperative to gather certain details from other drivers involved in the accident:
Full name
Address
Car registration number
Telephone number
Insurance details
Additionally, take photos of the vehicle damage and the accident scene. These images can provide valuable evidence for your claim. If there are any independent witnesses, seek their accounts as well, as they can offer an unbiased perspective of the incident.
In case of injuries or theft
If anyone is injured in the crash, you’ll need to call an ambulance and notify the police. The police will also be needed to provide a crime reference number if your car is stolen or damaged while parked. This number is essential when processing your claim.
What you need for your Claim
When you're ready to make your claim, have the following information at hand:
Policy number
Personal details
Details of other parties and vehicles involved
Incident date, time, and location
Crime reference number, if applicable
Understanding the timeline of a claim
The duration of a car insurance claim can vary significantly. It may take as little as a day or as long as several weeks, depending on factors such as:
Disputes between parties
Availability and quality of evidence
Severity of the accident
How quickly the incident is reported
Claims remain open until all issues are resolved, which in some cases can take months.
Disputing a claim
If you disagree with a closed claim, you have the right to dispute it with your provider. Provide them with:
Policyholder statements
Witness statements
Similar case law
CCTV footage, if available
Evidence of vehicle damage
The insurer will review the dispute and may adjust the fault determination, potentially splitting liability with the other party involved.
Rejected claims
Should your claim be rejected, take the following steps:
Review your coverage and exclusions carefully
Write to your insurer with your dispute and keep detailed records
Follow the provider's formal complaint process
If the issue remains unresolved, contact the financial ombudsman for a final decision
When claims escalate to court
In rare instances, if a claim cannot be resolved, it may go to court. Here, a legal timetable is established, and the case proceeds until a verdict is reached.
Cancelling a claim
You can cancel a car insurance claim at any point before the insurer has incurred costs on your behalf. This might be a strategic decision to preserve your no-claims bonus or to claim on a third-party policy instead.
Checking your claim history
To check your car insurance claim history, contact your provider or the Claims and Underwriting Exchange (CUE) – a database that records all incidents reported to insurers. Claims remain on your CUE record for six years.
The impact on your premium
Filing a claim typically leads to increased premiums due to the perceived heightened risk. However, premiums are also influenced by factors such as age, location, occupation, and the type of car you drive.
Is it worth claiming?
Before making a claim, consider the following:
Your excess payment: You generally have to fork out an excess payment when you claim on any insurance policy, so weigh this against the cost of repairs.
Your no-claims bonus: By not claiming, you can build a no-claims bonus, which can lead to discounts on future coverage as you're seen as a lower risk.
Finding the right car insurance
Finding cheaper car insurance is quick and easy with MoneySuperMarket. By providing details about yourself, your driving history, and your vehicle, you can receive a list of tailored quotes.
It's important to compare policies not just by cost, but also by the level of cover and excess to ensure you choose a policy that offers the right balance for your needs.
By understanding the process and your rights, you can manage your claim effectively and make informed decisions about your insurance needs. Remember, your journey to resolution is just a claim away.
