How do motor insurance claims work?



Everyone who uses (or keeps) a motor vehicle on a public road is required by law to have insurance on their vehicle. In the event of a motor accident, your insurance should protect you from most of the costs of vehicle repairs. For general advice and assistance with any road traffic accident, call us on 02392 484 244 and our experienced claims advisors will be happy to help.


Different types of insurance

There are three main types of motor insurance cover available to road users:

  • Fully Comprehensive Insurance

  • Third Party Fire and Theft Insurance

  • Third Party Insurance


Fully Comprehensive Insurance

This will depend on the terms of your particular policy, but should basically cover you for:

  • Repairs to other peoples vehicles and yours

  • If your vehicle is stolen, damaged or destroyed in a fire

  • Injuries to other people involved

  • The costs of replacing items in your vehicle

If you have chosen to have a voluntary excess on your policy, this sum will have to be paid by you before repairs to your vehicle can be started.

Your policy may include providing you with a replacement vehicle to use while yours is being repaired. The vehicle provided may be just a basic model and have limitations on the period you are able to use it.


Third Party Fire and Theft Insurance

This will depend on the terms of your particular policy, but should basically cover you for:

  • Repairs to the other persons vehicle only

  • Injuries to other people involved

  • If your vehicle is stolen, damaged or destroyed in a fire


If you have chosen to have a voluntary excess amount on your policy, this sum will have to be paid by you before repairs to your vehicle can be started.

Your policy may include providing you with a replacement vehicle to use while yours is being repaired. The vehicle provided may be just a basic model and have limitations on the period you are able to use it.


Third Party Insurance

This will depend on the terms of your particular policy, but should basically cover you for:

  • Repairs to the other persons vehicle only

  • Injuries to other people involved


Your policy may include providing you with a replacement vehicle to use while yours is being repaired. The vehicle provided may be just a basic model and have limitations on the period you are able to use it.


What is a no-claims discount or no-claims bonus?

If you have not made any claims on your policy for a period of time, your insurer may reduce the annual cost of your insurance depending on the length of this period.

Unfortunately even if the accident was not your fault, you insurer may still reduce this discount as a result of your claim.


What is insurance excess and will I still have to pay it if I was not at-fault for the accident?

Insurance excess is a sum of money you agree to pay towards the cost of your claim. This has to be paid before the claim can proceed. Even if you were not responsible for the incident, you will probably initially be required to pay this amount.

You may be able to recover your excess amount at a later date if you were not at-fault for the accident.


Do I have to claim on my insurance policy?

This will depend on the circumstances of the incident, but if you were responsible you will almost certainly have to make a claim on your own policy.

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.

If you were not responsible for the accident, you can either claim on your own policy or use our independent motor claims service.


The benefits of our independent motor claims service

We and our partners help thousands of motorists to resolve their accident issues every year.

If you have been involved in an accident that was not your fault, our independent motor claims service can provide you with the following benefits.

  • An alternative to a claim on your own insurance

  • No excess to pay

  • Your no-claims discount should not be affected

  • You will receive a like-for-like replacement to use if yours is un-roadworthy and/or being repaired

  • Your vehicle will be repaired at one of our approved accident repair centres or at a repairer of your own choice

  • Legal assistance is arranged for the recovery of expenses, damaged property or claims for personal injury

  • Costs and charges are recovered directly from the at-fault drivers insurer on your behalf

  • 24/7 helpline for all your queries

To find out how we can help independently help you following your motor accident, 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