QUICK ANSWER
A motor claim usually moves through notification, evidence and liability checks, vehicle inspection, a repair or total-loss decision, settlement, cost recovery and final closure.
If anyone is seriously injured, in immediate danger, or the road is dangerously blocked, call 999 or 112 first.
1. Notification and reference number
Report the accident promptly and give a factual account. The handler records the parties, vehicles, damage, location, witnesses and immediate needs. Keep the claim reference and confirm how to send evidence securely.
2. Liability and evidence
The insurer or claims handler compares accounts and evidence. Liability can be accepted, disputed or shared, and may change as new information arrives. Ask whether liability has been admitted in writing and what remains unresolved.
3. Vehicle inspection and mobility
The vehicle may be inspected physically or from images. A repairer estimates work; the payer decides whether to authorise repair or consider the vehicle a total loss. If you need transport, check whether the proposal is a policy courtesy car, direct hire or credit hire before agreeing.
4. Repair or total-loss settlement
For repairs, ask about scope, parts, calibration, warranty and supplements. For total loss, ask for the market-valuation evidence and treatment of excess, finance, salvage and remaining premium. Provide comparable evidence promptly if disputing a valuation.
5. Uninsured losses and cost recovery
An excess and other evidenced losses may be pursued separately. Keep receipts and proof of necessity. The claim may remain open while one insurer seeks its outlay from another, which can affect how it is recorded temporarily.
6. Closure and record check
Before treating the matter as finished, ask for a written summary: liability outcome, payments, outstanding recoveries, no-claims treatment and whether any third-party allegation remains open. Correct factual errors promptly.
When progress stalls
Request a clear status, missing actions, named owner and realistic next review date. 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.
Sources and scope
This guide is general UK road-accident information, not personal legal, medical or insurance advice.
- Financial Ombudsman Service: motor insurance complaints — common claim issues
- GOV.UK: accident duties — notification and reporting
WANT TO DISCUSS WHAT HAPPENED?
Have the facts ready before you call
Have the date, location, vehicle and insurer details, photographs and any police reference ready if available. A call can help you organise the practical questions to ask next.