How to Claim - A Step by Step Guide

Whilst the specifics and the various ins and outs of car insurance polices differ between companies, the claims process is more or less the same across the board. Read our guide on how to make a successful claim - be sure that you are fully prepared when it comes to making a claim and that you know what you are and aren't covered for in your policy.

If you have Third Party or Third Party Fire and Theft cover:

If you have either Third Party or Third Party Fire and Theft, your policy will normally not cover accidental damage to your car. However, if you feel that you were not at fault you will have the opportunity to claim from the other driver's insurance company to pay for any repairs or medical expenses you yourself have to make.

Even though the majority of TPO and TPFT plans do not provide their policyholders with a courtesy car, should you need a replacement vehicle most insurers will be able to lend you a hire car for use at a discounted rate.

If you intend to claim from the other driver, you should inform them in writing. In your letter, state that you hold the other driver responsible and ask them to inform their insurer that you will be making a claim. If you have the contact details, send a separate letter to their insurer; be sure to include details such as the registration number of the driver's vehicle, and their policy or certificate number - by providing the insurer with reference information, this will help to speed up the claim process.

In your letter to their insurer, be sure to provide the following:                                                                    

• The registration number of the driver's vehicle

• The driver's policy/certificate number

• Your contact details, for their insurer's to get back to you

It is also essential to inform your own insurers whilst you are doing this - should your claim be disputed at a later date, your insurers will attempt to work out a deal on your behalf.

After getting an estimate from a garage or repairer, you should send this to the insurer as soon as possible. As soon as you can, you should also send a repairer's estimate as soon as possible - their insurers may well ask you for additional estimates.

The other driver should tell their own insurer of the accident, and of your claim. Ultimately, an insurer can only act on the instructions of their own policyholder, and so from this point on, one of three things may happen. Upon receiving your letter, the other driver may want to settle your claim themselves, they may forward the matter on to their insurers if they intend to dispute the nature of your claim, or they may refuse to co-operate at all.
                                   

• What if my claim is disputed?

If the third party believes that they were not at fault, then they will raise this with their insurer and they will get in contact with both your insurer and the police. You probably will be asked to provide evidence to support your claims; include your photographs and any sketches, and provide the names and addresses of any witnesses who were at the scene of the accident - see the Accidents & Incidents page for more information on this.

If the third party's insurers consider their policyholder to be entirely to blame, then they will pay your claim provided they have the correct information - statements from witnesses, your evidence and a garage estimate so that they know how much to pay out to you.

If they consider that you were either entirely or partly to blame they will refuse your claim, or suggest a compromise. This will usually be worked out between insurers, and will usually entail both drivers paying out for their own repairs - this is usually referred to as 'knock for knock' in the industry - the cost of which can either be paid for individually or by taking an offered claim.
                                                       

• What if the other driver does not cooperate?

In the worst case scenario, the third party may refuse to cooperate at all, in which case you should seek advice from your insurer, or a solicitor. At the end of the day, you might have to resort to legal action against the other driver - costs for this will be covered up to a certain amount if your policy includes cover for legal expenses.

If you have Comprehensive / All Risk insurance:

As with making a claim against other drivers on a Third Party or a Third Party Fire and Theft policy, you should provide your insurer with as much information about the other drivers involved as you can - see the Accidents & Incidents page for more information.

All comprehensive policies should cover you for any accidental damage sustained by your car, and so there is no immediate worry about having to arrange for any repairs that you might have to make. Your insurer will normally recommend a garage, and so if possible, have your car taken there, as this will save you the hassle of having to provide your insurer with a separate estimate for a different garage.

Many of the recommended garages will be able to provide you with a courtesy car whilst your vehicle is being repaired - quite often if a courtesy car is included as part of your comprehensive policy, one proviso is that you will be required to have your car repaired at the named repairer in order to make use of the loan vehicle.

Taking your car to a named garage will also speed up the processing of the claim form - whichever repairer you take your car to, you will have to provide your insurer with an estimate. By sending your vehicle to the recommended outlet, the estimate will be sent to the insurance company as soon as it is made.

When you collect the car after repairs you will have to pay the first part of the claim if you have an excess on your plan. Policies which come with a zero excess guarantee are obviously exempt from this. You pay the cost direct to the garage, regardless of who was to blame for the accident.

But before any repairs can begin, you will have to complete a claim form to the satisfaction of your insurer. They will check it, and if it is agreed they will authorise repairs subject to your completing a satisfactory claim form. However, the cost of repairs will always be your responsibility until your insurers have agreed to pay.

Related Frequent Questions:

• Types of Cover
• Accidents & Incidents
• How to Claim