Do I have to pay my excess when I am not at-fault?



Many people are surprised to find out that if they have a car accident that was not their fault, they still have to pay the excess amount on their car insurance policy. We and our partners help thousands of drivers every year avoid this problem by managing their claims independently of their insurers.

It’s up to you. If your policy provides the legal cover and the assistance you require and you are not concerned about the effect your claim may have on your future insurance costs – you may choose to claim on you own insurance policy.

However using our alternative claims assistance allows you to get your vehicle repaired, a suitable replacement and legal assistance all without potentially losing your no-claims bonus and increasing the future cost of your car insurance.

To find out how how we can help you, call 02392 484 244 and we will be happy to assist.


Why do I have to pay my excess - the accident was not my fault?

Unfortunately anyone who has had a 'fault' or 'non-fault' will typically have to pay the excess on their car insurance policy before their vehicle is repaired as part of your policy terms and conditions.

In the case of a 'non-fault' claim, you should be able to recover this amount from your insurer at a later date however this could be many weeks or months after your accident.


Will you get my car repaired and give me a replacement vehicle?

Yes of course. Just think of our claims service as providing all the help and assistance you would expect from an insurer, except you have no excess to pay..


Doesn't my insurer have to be notified?

Either you can notify your insurer for 'information purposes only' or we can do this for you. This allows your insurer to make a note of the incident, but not take any action to deal with the claim. As you are not making a claim on your policy, your next renewal premium should not be affected.


How can this not cost me anything?

Your assistance is provided under what is known as a credit-repair basis. This means that you will not have any costs or charges to pay as we will recover these on your behalf from the at-fault driver’s insurer on your behalf.


How we help following a road traffic accident

Regardless of the type of cover you have on your insurance policy, our comprehensive claims service provides you with the following:

  • An alternative to a claim on your own car insurance

  • You will have no excess to pay

  • We deliver a like-for-like replacement for your vehicle if it is un-roadworthy and/or being repaired

  • Your replacement will be delivered typically within 3 hours of accepting your claim

  • We arrange guaranteed repairs for your vehicle at one of our approved accident repair centres

  • Repairs alternatively can be arranged at a garage of your own choice

  • Legal assistance will be arranged for the recovery of your expenses, lost earnings or claims for compensation

  • Help is available 24/7 for all your claim queries


To find out how we can help call us on 02392 484 244 and we will be happy to help.

Any policyholder can use this service, and it is your legal right to choose who repairs your vehicle. All assistance offered and information given on this page is provided by Car Call and its partners , no association or affiliation to any particular insurer is intended in any way, and your statutory rights are unaffected.


No need to claim on your insurance

Anyone who has been involved in a road accident has the right to choose who repairs their vehicle. If you were responsible for the accident you were involved in, the company that insures your vehicle would normally deal with your accident claim.

However if you were not at-fault for the accident, you can choose to either claim on your own insurance policy or make a claim independently of your insurer. To find out more call 02392 484 244 and we will be happy to help.

We and our partners help thousands of people make independent accident claims. Our service enables motorists to get the help and assistance they need to resolve their accident related issues, with the costs being recovered directly from the at-fault driver on your behalf.

No excess to pay

Unfortunately even if an accident was not your fault, your insurer will almost certainly require you to pay your excess before any repair is started on your car.

This money should of course be recovered by an insurer at a later date, but with our service - you do not have to pay it at all.

By using our independent claims service, you are not making a claim on your insurance policy and so you will have no excess to pay.

Receive a like-for-like replacement hire vehicle

Not all insurance policies will include a replacement hire-car for you to use if yours is damaged and unroadworthy. In fact it is typically an 'optional extra' on your policy.

Other policies may offer a 'courtesy car' but this is often just a 'basic' saloon or hatchback which may not be suitable for your needs.

Car Call and its partners will provide a like-for-like replacement vehicle as part of our service. This means we will endeavour to supply a hire-vehicle that similar to your own in terms of its type, make and engine size.

So whether you drive a small hatchback or a prestige sports car, we will look to provide a similar hire-vehicle that suits your needs.

Manufacturer approved vehicle repairs

If you have been involved in a car accident, the last thing you want to have to worry about is the quality of the repairs to your car. We have a UK wide network of partner approved Accident Repair Centres available to all of our customers.

Many of our accident repair centres are have manufacturer approvals for specific brands, so if you require a manufacturer approved repair centre, simply tell your personal claim handler and they will ensure your vehicle goes to an approved repairer.

Want you vehicle repaired by a specific garage? No problem, we can alternatively use a repairer that you specify.

Legal Assistance

Our partner solicitors provide legal assistance as part of our service. They specialise in motor claims related issues, so you can be assured of the best possible advice and assistance.

They issues they can assist you with include:

  • Recovery of the cost of the replacement hire-vehicle
  • Recovery of the cost of uplifting your damaged vehicle
  • Recovery of all repair costs
  • Recovery of the cost of damaged of personal items
  • Seeking financial compensation for an injury