How Accident Management Works

Before you call anyone

If someone else caused the accident, call us before you notify your insurer. The other driver’s insurer may also contact you quickly, sometimes within hours of the accident. You are not obliged to deal with them directly. Once you have called us, let them know we are handling it.

Call us before you call your insurer

The other driver’s insurer will ring you quickly but remember, you don’t have to accept anything. What to do after a car accident.

Step 1. Tell us what happened

You do this. It’s the only thing you have to do.

One call is enough. Tell us what happened, give us the other driver’s details if you have them, and we take it from there. Most people call from the scene or within a few hours.

What we ask you on the first call

The other driver’s name, registration number and insurer, if you have them
Where and when the accident happened
Whether anyone was hurt
A brief description of what happened

How it costs you nothing

We recover our costs from the at-fault driver’s insurer, which is why the claim costs you nothing. That applies where another driver was at fault and holds valid motor insurance, which covers most road traffic accidents. If they refuse to accept fault, we argue it for you. We check yours on the first call and tell you where you stand before you sign anything.

Step 2. Your handler takes it on

We do this. Nothing goes through your own policy.

From this point, you have a main point of contact who knows your claim, supported by our UK claims team. They notify the at-fault insurer, handle all correspondence, gather evidence if it is needed, and update you on progress. You do not deal with the other driver’s insurer directly. All contact with them goes through us. How liability is assessed.

Step 3. We put you back in a car

We do this. The at-fault insurer picks up the bill.

On a non-fault claim, a like-for-like replacement vehicle is arranged and delivered to your address while your car is repaired or while a total loss settlement is agreed. If your car is written off, the replacement stays with you until the money is in your account.

Step 4. They pay. Not you.

We do this. You get your keys back.

On a non-fault claim the at-fault driver’s insurer settles the cost of the repair, the vehicle hire and our fees. No excess, nothing on your policy, your no-claims record unchanged. How a third party insurance claim works.

Who does what

What you do

What we do

One call, or your reg

Deal with the other driver’s insurer

Say yes to a delivery time

Deliver and collect the cars

Tell anyone who rings to speak to us

Chase the repair and the settlement

Frequently asked questions

What’s the catch?

We can only act on your behalf when someone else was clearly at fault and holds valid motor insurance. If fault is unclear or the other driver was uninsured, the route is not available. We check this on the first call and tell you before you sign anything.

How long does a non-fault claim take?

The timeline depends on how quickly the at-fault insurer accepts liability and on the complexity of the damage. Where liability is clear and the repair is straightforward, it moves quickly. Where fault is disputed or the damage is extensive, it takes longer. Your handler keeps you updated throughout.

What do I need to give you on the first call?

The most useful information is the other driver’s registration number, name and insurer. If you do not have all of that, call us anyway, a registration number alone is often enough to start the process. We will ask you what happened and whether anyone was hurt.

Start your claimStart your claim Call 0208 988 9508Call now

How accident management works

One call, a main point of contact who knows your claim, and the at-fault insurer pays. This page explains what happens after you contact us and what we take care of on your behalf.