QUICK ANSWER
Do not drive a vehicle that may be unsafe
Do not drive if you see leaks, smoke, steam, damaged tyres or wheels, loose panels or serious warning lights. Stop if the steering or brakes feel different too. Damage may be worse than it looks. If you are unsure, get professional help. Do not risk driving home.
If the vehicle is in a live traffic lane or anyone is in immediate danger, call 999 or 112 and follow the emergency services’ instructions before booking recovery.
Choose the safest next step
Someone is injured or the location is dangerous
Call 999 or 112. Give the road, direction of travel and any marker-post, junction or emergency-area details. Do not collect evidence from live traffic.
You are safe, but the vehicle cannot be driven
Switch on the hazard lights and remain away from moving traffic where it is safe to do so. You can ask your insurer or recovery cover provider about help, or call to discuss whether accident-management recovery is available.
Call 0330 551 1382The vehicle looks driveable, but you are unsure
Check for warning lights, leaking fluid, tyre or wheel damage, loose panels and changes to steering or braking. A current MOT does not make a damaged vehicle safe to drive.
Police or a traffic officer is managing the scene
Follow their instructions and do not book a second recovery company. Record the operator, destination, incident reference and any information about charges.
HOW RECOVERY MAY BE ARRANGED
Ask about recovery for your vehicle
If the crash may not have been your fault, you can ask about recovery through a network of providers. It is not guaranteed. Help depends on where you are, your vehicle, the accident details and whether a provider is available.
Arranging recovery does not decide who was at fault. Before you agree, ask which company is offering the service and who will collect the car. Check where it will go, the storage plans and the agreement. Ask what you might have to pay if the other driver’s insurer does not pay.
Calls are answered 24 hours a day, 7 days a week, but this does not guarantee that recovery will be available at every location or within a particular time.
What to have ready when you call
It is fine to say when you do not know something. Do not inspect beneath a damaged vehicle or enter live traffic to obtain information.
Ask these questions before the vehicle is moved
| Question | Why it matters |
|---|---|
| Who is providing the service and who is the recovery operator? | Car Accident Helpline, an accident-management provider and the recovery operator may be different organisations. |
| Where will the vehicle be taken? | Confirm the destination and whether you have a choice before collection. |
| What will recovery and storage cost? | Ask when storage charges begin and whether there are release or collection charges. |
| Who pays if the other insurer refuses to pay? | Charges could become your responsibility under the agreement. |
| Am I also agreeing to repairs, car hire or anything else? | Recovery, repair and replacement transport are separate decisions. |
| How can the vehicle be released or collected? | Ask what ID or permission is needed, and how much notice to give. |
| How do I cancel or make a complaint? | Keep the provider’s name, contact details and a copy of the terms. |
CHECK THE TERMS FIRST
Need to arrange recovery?
Ask whether recovery is available for your car and location. Check the agreement and any charges before you book.
What to record after the vehicle is moved
Save the recovery operator’s name, collection time, destination, reference number and any invoice or storage terms. Photograph the vehicle where safe and note any belongings left inside it.
Tell your insurer promptly, even if you do not plan to claim. Agreeing to recovery does not mean you must also accept repairs, a hire car or other services. Check who provides each service and read each agreement.
Accident recovery questions
Can you recover my vehicle immediately?
Calls are answered 24/7. Recovery depends on where you are, whether you qualify and whether a provider is available. Ask the provider to confirm when help can arrive. Call 999 or 112 first for injury, immediate danger or a vehicle stopped in a live traffic lane.
Is accident recovery free?
Do not assume so. A provider may seek to recover charges from the other driver’s insurer, but this is not guaranteed. Ask who pays initially and whether you could become responsible for recovery or storage charges.
Can I drive the car if the damage looks minor?
A car that looks fine may still be unsafe. Do not drive if you see warning lights, leaks, damaged tyres or wheels, loose panels or smoke. Stop if you hear unusual noises or the steering or brakes feel different. If you are unsure, get the car checked or recovered.
Where will my vehicle be taken?
The recovery provider should explain the proposed destination and storage arrangements before collection. Confirm whether you have a choice and when charges may begin.
Do I still need to tell my insurer?
Yes. GOV.UK says an accident must be reported to your insurer even if you do not intend to make a claim. Check your policy and notify it promptly.
What if fault has not been decided?
Explain what happened. Do not assume fault has been settled. The help offered may change if fault is disputed. Under the agreement, you may have to pay some costs yourself.
What if the police have already arranged recovery?
Follow the instructions from the police or traffic officer and do not book a second recovery company. Record the operator, destination, reference and any information about charges.
Does recovery include repairs or a replacement car?
Not automatically. Repairs, storage and replacement transport may involve separate providers and agreements. Ask for each option and its terms to be explained before agreeing.
Who should you contact for recovery?
When everyone is safe, check whether your insurer or existing breakdown cover includes accident recovery. Accident damage may be treated differently from a mechanical breakdown. Ask where the vehicle will go, what is covered and whether storage or onward travel costs are included.
If the accident may not have been your fault, you can also ask this helpline about recovery. Or you can book a recovery company yourself. Compare the terms and who would pay before booking. If the police or a traffic officer has already arranged recovery, follow their instructions and avoid a second booking.
If you are on a motorway
If you can get out safely, use the side away from traffic. Wait well away from the car and road, behind a safety barrier where possible. Check for dangers on the other side of the barrier too.
If you cannot reach a safer place and cannot get out safely, stay in the car. Keep seat belts fastened and hazard lights on. Call 999 and ask for the police. Do not put a warning triangle on a motorway or try to repair the car there.
These steps follow the Highway Code for Great Britain. Follow the emergency services’ instructions for your situation.
Sources and further help
Follow any instructions from the emergency services or traffic officers at the scene. Ask the recovery company about the arrangements for your car.
- Highway Code: breakdowns and incidents — roadside and motorway safety
- GOV.UK: if you are in an accident — reporting and insurer notification
- GOV.UK: check your vehicle is safe to drive — vehicle safety
- Financial Ombudsman: credit hire and credit repair — non-fault arrangements and disputes
WHO PROVIDES THE SERVICE
Who arranges and carries out the recovery
Car Accident Helpline is a trading name of Latitude60 Ltd, which operates this website. Latitude60 Ltd works with iRevolution Claims Ltd, trading as UK Motor Claims, under a commercial affiliate arrangement. iRevolution Claims Ltd—not Latitude60 Ltd—is authorised and regulated by the Financial Conduct Authority (FRN 935488).
Recovery may be provided by a separate operator. The organisation offering each service should identify itself and explain its terms, possible charges and complaints route before you decide.