Car insurance claims process

If you’re making a car insurance claim, checking the damage to your vehicle – both inside and out – is a crucial first step. This should be done whether you’ve been involved in a minor collision or a more serious accident.

Start by inspecting the outside of your car. Look for dents, scratches, broken lights or mirrors, and any other visible problems. Note these down and take photographs for evidence (more on this in Step 2).

Next, go over the inside of your car. Check for any broken or malfunctioning parts such as airbags, seatbelts, or dashboard controls. Also, look for signs of fluid leaks and listen for unusual noises coming from under the bonnet, as these might signal engine damage.

Some problems might be obvious right away, while others won’t come to light until your car is checked by a repairer (see Step 6). If your claim is accepted, your insurance provider will factor the repairer’s suggestions into the total costs and compensation.

It’s crucial to document any damage to your vehicle discovered in Step 1. Here are some pointers to help you collect the evidence you need.

• Take photographs: Start by taking clear and detailed photographs of the damage to your vehicle. Capture multiple angles and close-up shots to accurately depict the extent of the damage. Make sure to include any visible scratches, dents, or broken parts.
• Note relevant details: Alongside your photographs, take notes on the scene and any other relevant details. Include information such as date, time, location, weather conditions, and any other factors that may have contributed to the accident. Collect all relevant details of the other vehicle(s) involved to ensure a smooth and efficient claims process.
• Get witness statements: If anyone saw what happened on the scene, ask for their phone number and see if they’ll give statements on what they saw or heard.

Throughout the claims process, be sure to keep hold of any documents relating to the accident. These could include photos, written notes, witness statements, police reports, repair estimates or invoices, and any correspondence with your insurance provider.

After you’ve collected and documented evidence from the scene (Steps 2 and 3), make the claim to your insurance provider as quickly as you can. If there’s been significant damage or injuries, it’s often a good idea to file a police report too.

When you’re ready to contact your insurance provider – either online or by phone – make sure you have your policy number handy, along with the names, contact details, and vehicle registrations of anyone involved. If the police were at the scene, you should also have an incident or crime reference number which you can give to your insurance provider.

This is where the work you did in Steps 1 and 2 pays off. Gather the documents you put together in Step 2, including any relevant photos, witness statements, and police reports. 

When you come to give your statement, stick to the facts without exaggerating or speculating about what happened. Include information such as the date, time, and location of the accident, as well as any contributing factors or circumstances surrounding it. 

Also, be sure to describe any injuries from the accident and their impact on your daily life, since you might be able to make an injury claim for these.

Depending on your policy, you might also be covered for legal fee fees or a temporary courtesy car, so check your policy documents for details.

Once you’ve submitted all the documents and evidence to support your claim, your insurance provider will start their investigation. 

While you’re waiting for the outcome, you may want to keep a record of any additional expenses you’ve faced because of the accident. These could include the cost of repairs or alternative transport. In some cases, your insurance provider might be able to cover those costs.

If at any time you’re worried about the progress or the outcome of your claim, reach out to your insurance provider.

If your claim is accepted, to collect payment, you might need to provide some other documents such as repairer estimates or invoices, medical reports, and receipts for any other out-of-pocket expenses. 

Once they’ve got all the documents they need, your insurance provider will start the payment process. Depending on whether you’ve paid up front and their policies and procedures, they might send you a cheque or arrange to pay repairers or healthcare providers directly.

At this stage, you can also take steps towards having your vehicle repaired. To get the best outcome, you might need to use one of your insurance provider’s approved or preferred repairers, or to get several estimates from mechanics before arranging any repairs . 

If you’re not sure about any of these conditions, it’s best to check your policy documents and speak to your insurance provider before committing to any repairs with a mechanic.

How long will a claims process take?

Feel free to ask your insurance provider for an estimate of how long your claim will take to settle. But remember that all claims are different, and waiting times can vary depending on the complexity of the case, including whether there are ongoing disputes about who’s at fault, and the workload of the staff involved.

What can go wrong during a claims process?

If you follow the steps above, you’re less likely to face problems with the claims process. That said, there’s no harm in preparing for potential obstacles.

• Lack of documentation: If your insurance provider doesn’t receive important evidence, such as photographs of damage, police reports, or medical records, the process might be delayed, or your insurance provider might reject your claim.
• Disputed liability: If there’s a disagreement about who is at fault, insurance providers might need to investigate more thoroughly – and this can prolong the process.
• Underinsured or uninsured drivers: If the driver who’s at fault isn’t fully [NR1] ^{Footnote [1]} insured or is uninsured, this can complicate the claim and may lead to lower payouts.
• Policy exclusions: Certain policy exclusions, like speeding or drink-driving, could mean your insurance provider refuses to settle a claim.

You can head off many of these issues by following the steps above, checking your policy documents, and keeping in touch with your insurance provider throughout the process.