QUICK ANSWER
You can usually consider three options after a non-fault crash: your own insurer, the other driver’s insurer or an accident-management company. Compare your cover, the help offered and what you might have to pay.
Route 1: your own insurer
You claim on the insurance you already have. Your insurer may inspect the car, arrange repairs and ask the other driver’s insurer to pay it back.
You may need to pay an excess: your share of the claim. Check which garage you can use, whether you get a courtesy car and how the claim affects your record.
Route 2: the other driver’s insurer
The other driver’s insurer may offer to repair your car or pay you directly. Ask whether it accepts that its driver was at fault. Check what the offer covers, what you must sign, how you will travel and what happens if more damage is found. You are not insured under that driver’s policy.
Route 3: an accident-management provider
An accident-management company may arrange recovery, repairs or a replacement car. It will often try to get the costs back from the other driver’s insurer.
Check the company’s name, whether it is regulated and what agreement you must sign. Ask about charges, what evidence you must give and what you might owe if the other insurer does not pay in full.
Compare the routes on the same questions
| Question | Why it matters |
|---|---|
| Who is my contract with? | Shows what you can expect, what you must do and who handles complaints. |
| Who pays first? | Shows whether an excess or credit agreement applies. |
| What if people disagree about fault? | May affect whether costs are recovered and what you have to pay. |
| What vehicle is provided? | Policy courtesy car and credit hire are different. |
| Who controls the repair? | Shows who approves the work, what warranty applies and how long repairs may take. |
| How do I leave? | Check how to cancel and when you must return a hire car. |
Take time to read the documents
Safety and urgent recovery may need immediate action, but that does not make every later contract urgent. Read the wording, ask for explanations in writing and avoid relying on “free” or “guaranteed” summaries.
Sources and further help
- Financial Ombudsman Service: motor insurance — claims and complaint routes
- Financial Ombudsman Service: credit hire and repair — non-fault arrangements
WANT TO DISCUSS WHAT HAPPENED?
Need help after a non-fault accident?
Call to ask about recovery, repairs or a replacement car. Have the details you know ready. Ask who will help, what you must sign and what you might have to pay.