Car Insurance Claim Process: A Step-by-Step UK Guide

1. Tell your insurer

Tell your insurer soon after the crash. Explain who was involved, where it happened, what was damaged and what help you need. Give any witness details. Keep the claim number and ask how to send photos and other evidence safely.

2. Check who was at fault

The insurer checks what each person says against the evidence. Liability means who is legally responsible. It may be agreed, disputed or shared. The view may change if new evidence arrives. Ask what has been agreed in writing and what is still in doubt.

3. Check the car and arrange transport

Someone may check the car in person or look at photos. The garage estimates the repair cost. The company paying then decides whether to approve repairs or write the car off. If you need another car, check whether it is a courtesy car, normal rental or credit hire before you agree.

4. Repair the car or agree a write-off payment

For repairs, ask what work and parts are included. Check the warranty and whether safety sensors need to be set up again. Ask who approves extra work.

If the car is written off, ask how its value was worked out. Check how the payment deals with your excess, any car finance, the damaged car and insurance payments still due. If you disagree with the value, send evidence promptly.

5. Claim back other costs

You may need to claim back your excess and other costs separately. Keep receipts and proof of why you needed to spend the money. Your claim may stay open while your insurer seeks payment from the other insurer. This can affect how the claim is recorded.

6. Check the final record

Before you treat the claim as finished, ask for a written update. It should explain who was at fault, what has been paid and what money is still being claimed back. Ask how it affects your no-claims discount and whether anyone else is still making a claim. Ask for mistakes to be put right promptly.

When progress stalls

Ask what is holding up the claim, what information is missing, who needs to act and when you should expect the next update. Use the firm’s formal complaints process if delay or communication is unreasonable. The Financial Ombudsman Service may consider eligible complaints after the business has had the opportunity to respond.

How long does a car insurance claim take?

There is no single timescale for every claim. An insurer may agree repairs or a payment while it is still seeking its costs from the other driver’s insurer. The car being repaired does not necessarily mean the claim is closed.

A claim may be delayed if people disagree about fault or the car’s value. Missing evidence, parts shortages or extra damage can also hold things up. Ask for updates on both your repairs or payment and any money still being claimed back. Agree a date for the next update.

If the accident was not your fault

You still need to notify your insurer. If you claim under your own policy, an excess may apply while costs are being recovered. Ask how the incident is currently recorded and what must happen before the insurer can treat it as a non-fault claim.

If another company offers help, check whether you are accepting a separate credit-hire or repair agreement. See the three main ways to handle a non-fault vehicle claim.

A simple message when you need an update

Give your claim reference and ask: “What still needs to happen on my claim? Do you need anything from me? Who is doing the next step, and when will you update me?” Keep a copy of the reply with your claim records.