I'm not happy with the courtesy car on my car insurance


If you are choosing a car insurance policy, you may pick one with a courtesy car included. This may be adequate for your needs if you drive a small saloon or hatchback, but if you drive a mid to high value vehicle – you may be in for a shock. This is because small saloons and hatchbacks are likely to be the only type of vehicles that are available from your repairer as your ‘courtesy car’ option.

There can be confusion between the term 'courtesy car' and the term 'replacement vehicle'. Strictly speaking a 'courtesy car' is provided at the discretion of the accident repair centre that is repairing your vehicle and is rarely provided on a like-for-like basis.

A 'replacement vehicle' is generally a vehicle that is provided specifically under the terms of your car insurance policy and they supply this at an extra cost on your policy.

If you are involved in a non-fault accident, the law states that you are entitled to be supplied with an equivalent replacement vehicle to use while yours is repaired.

Car Call and our partners specialise in independently helping people involved in non-fault road accidents.

We will be able to offer you a like-for-like replacement vehicle for the duration of your repairs, regardless of the terms of your policy and without the need to make an insurance claim. Oh… and we will arrange for your own car to be repaired too!


How much does your service cost?

All costs are recovered directly from the at-fault driver’s insurance company on your behalf.

Thousands of people every year avoid un-necessary insurance claims by using our service. Here are the services you are entitled to: -

  • A like-for-like replacement vehicle for you to use for the duration of your accident repairs

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

  • Legal assistance is arranged as part of your claim to deal with all your accident related issues

  • 24/7 support and advice from our experienced claims team



If you would like to know more about our service, simply call 02392 484 244 or send us your contact details using the form on this page.

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