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The hidden cost of non-fault car insurance claims




If you have been involved in a non-fault accident, UK law is very clear that the insurer of the driver responsible should pay all reasonable costs and essentially ensure that you are not left out-of-pocket as a result of the accident that they caused.

‘Reasonable costs’ could include vehicle repairs, the cost of a replacement hire-vehicle and also compensation if they were injured.

Your insurer should do everything they can to achieve this for you – but are you paying for it?

For example, you will probably have to pay your excess up-front to get your vehicle repaired. That doesn’t seem right?

We appreciate that not everyone can find large sums of money at short notice to pay their excess - and why should they have to? Well actually you don't have to - if you use our independent claims service instead.

Now let’s take the non-fault insurance claim itself, will the cost of your next insurance premium go up because of the claim - almost certainly.

So, someone drives into your car and it ends up costing you money.


How our service works

We and our partners help thousands of motorists every year make their claims using our independent non-fault claims service instead of a claim on their own insurance.

We independently organise your vehicle repairs, deliver a comparable replacement hire vehicle to your home or place of work and arrange legal assistance if you need it.

We and our partners recover the costs directly from the at-fault driver's insurer on your behalf.

We will even let your insurer know about the accident for ‘information purposes’ only, so you do not invalidate your policy.

It doesn’t matter what type of cover you currently have with your insurer, the following services are available to all our customers.

  • Your insurance should not increase because you are not making an insurance claim

  • You have no excess to pay

  • We provide a comparable replacement vehicle for you to use if yours is un-roadworthy and /or being repaired

  • Your replacement vehicle will be delivered to your home or place of work, typically within 3 hours (if your vehicle is un-drivable) of starting your claim

  • Your own vehicle is repaired at an approved accident repair centre or at a repair centre of your own choice

  • Legal assistance can be arranged for accident related issues

  • All costs and charges are recovered directly from the at-fault driver’s insurer on your behalf

  • Our Help Line is available 24/7 to assist with your queries



To get assistance after your non-fault accident, call us on 02392 484 244 for free help and advice from one of our experienced claims advisors.

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 comparable 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 comparable 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