Car accident claim FAQ

Do I need to make a car accident claim on my own insurance policy?



Do I need to pay an excess?



What car would I receive in replacement of my own?



When will I get a replacement car?



What cost is there to me?



My car accident happened 3 months ago, can I still make an injury claim?



Can I choose where my car gets repaired?



Who pays for these services?



What does *no win no fee actually mean?



Will you deduct fees from my compensation settlement?



What is split liability?



What does non-fault accident mean?



I have split liability, can I still claim for my injury?





Q: Do I need to make a claim on my own insurance policy?

A: 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 this option. 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.

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Q: Do I need to pay an excess?

A: No excess to pay when we arrange repairs under our funded repair scheme. Following your non-fault car accident you can choose a garage for repairs that you know or we will recommend an approved repairer who will offer a guarantee with the repair. Our claims team go directly to the Third Party Insurance Company to recover the total costs so no excess is required.

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Q: What car would I receive in replacement of my own?

A: We are able to arrange a replacement car of similar engine size and quality to your own normally less than 2 years old. From a family car to a Prestige car, sports car, 4X4, van, commercial vehicle, motor cycle, or people carrier. Whatever you drive we are normally able to provide a replacement that will suit your needs.

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Q: When will I get a replacement car?

A: we and our partners can provide a vehicle within 3 hours of first notification of your collision if your car is not safe to drive in any way, or cannot be secured. Otherwise we arrange delivery of a replacement just before your vehicle goes in for repairs.

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Q: What cost is there to me?

A: If the car accident was not your fault, then we and our partners will recover the costs on your behalf from the at-fault drivers insurance company.

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Q: My car accident happened 3 months ago, can I still make an injury claim?

A: Yes. A person can make a personal injury claim up to 3 years from the date of the car accident occurring.

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Q: Can I choose where my car gets repaired?

A: Yes. Our customers can decide whether they want to use one of our approved repair centres or a garage of their choice.

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Q: Who pays for these services?

A: We and our partners recover our costs directly from the at-fault party's insurers.

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Q: What does *no win no fee actually mean?

A: Put simply, If we do not win your case you will not have to pay the lawyer’s fees. If you have arranged and agreed to a fee with your lawyer due the complex nature of a claim, or if we win your case, your lawyer will have already discussed and agreed with you in advance an appropriate amount to come from your compensation settlement to cover their legal costs. This amount is capped by law at a maximum of 25% of the total amount awarded to you.

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Q: Will you deduct fees from my compensation claim settlement?

A: If we do not win your case you will not have to pay the lawyer’s fees. If you have arranged and agreed to a fee with your lawyer due the complex nature of a claim, or if we win your case, your lawyer will have already discussed and agreed with you in advance an appropriate amount to come from your compensation settlement to cover their legal costs. This amount is capped by law at a maximum of 25% of the total amount awarded to you.

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Q: What is split liability?

A: This means that the cause of the accident was partly your fault. How the proportion is split ie. 50/50, 60/40 etc. will be agreed between insurers/solicitors of the party's involved or in some cases a court ruling. If for example the liability was 50/50, you would be entitled to claim for 50% of your accident repair or car hire costs and 50% of any personal injury settlement.

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Q: What does non-fault accident mean?

A: This simply means that you were not responsible for causing the car accident.

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Q: I have had a split liability car accident, can still I claim for my injury?

A: Yes. You can claim for the proportion you are entitled to.

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To start your claim now, simply call us on 02392 484 244 and one of our experienced claims advisors will make all the arrangements for you.

*Once the solicitor has accepted your case, they will clearly explain how the process works, advise you of your options and any other costs that could be payable in your particular situation. More..


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