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Claims & existing claims

Need to make a claim?

Report any incident of any kind to us within 24 hours, even if you don’t intend to make a claim. If you need to discuss an existing claim, our team are here to help.

Call 0173 274 7100
or text CLAIM to 83118

Making claims simple & straightforward

We understand that a smooth and efficient claims process is essential. Our dedicated claims team works tirelessly to provide a quick, transparent, and hassle-free experience to brokers and their clients.

Fast response times

Prompt handling to minimise disruption for your clients.

Expert support

Our knowledgeable claims team are here to guide you through every step of the process.

Clear communication

Regular updates to keep you and your clients informed.

Treating customers with care

Ensuring good outcomes and solutions for clients.

What your customer should do in the
event of an accident

  1. Secure the scene
    Move to a safe location and ensure the vehicle is secure.
  2. Alert emergency services
    Call 999 if there are injuries or hazards.
  3. Facts only
    Do not discuss or admit fault at the scene.
  4. Exchange details
    Swap names, addresses, phone numbers, and registration details.
  5. Take photos
    Capture images of the vehicles, registration plates, and accident scene.
  6. Your witnesses
    Gather names and contact details of any witnesses.
  7. Report the incident
    Report any incident of any kind to us within 24 hours, even if they don’t intend to make a claim.

Frequently asked questions

Who should I contact if I need to make a claim on my policy?
Please contact us directly by calling 0173 274 7100 Our new claims line is open 24 hours a day, 365 days a year. You can also text ‘CLAIM’ to 83118 for a call back. You will then be guided through the claims process.
What information will I need to provide when making a claim?
The information required will depend on the nature of your claim; however, the more information you can provide, the smoother the claims process will be. If you can please be ready to provide your policy number, details of the incident (date, time, location, and circumstances), and the details of any other parties involved (including their vehicle and insurance information if applicable). Any supporting documentation such as photos, police reports, or witness details will also support your claim.
How long do I have to submit a claim?
Please call 0173 274 7100 to report the claim within 24 hours of the incident. Reporting your claim sooner will enable us to support you faster, as this will allow us to attend to the claims process more quickly. There may also be late-reporting excesses applied to your policy — please read your policy schedule or contact your broker for more details.
What happens after I report a claim?

When you report your claim, we will gather all relevant information to progress with said claim. The timeline of your claim can vary depending on the nature of the incident, but you will be kept informed throughout the process. If you would like to discuss an existing claim, you can call us on 0330 3310714 during our office opening hours, which are: 

Monday – Friday: 08:00 – 18:00 / Saturday: 09:00 – 17:00 / Sunday & Bank Holidays: Closed

Will making a claim affect my No Claims Discount (NCD)?
The impact of a claim on your No Claims Discount will depend on the terms and conditions of your insurance policy and the nature of the claim. Please refer to your policy schedule or contact your broker for more details.
What should I do if I've been involved in a motor accident?
If you’ve been involved in a motor accident, ensure the safety of yourself and others first. Exchange details with the other involved parties (name, address, vehicle registration, and insurance details if possible). Take photos of the damage and the scene if it is safe to do so. Contact the police if necessary. Please report the incident as soon as possible by calling 0173 274 7100.
What should I do if I suspect my vehicle has been stolen?
If you suspect your vehicle has been stolen, you should immediately report it to the police and obtain a crime reference number. Then, contact us as soon as possible on 0173 274 7100 to report the theft and begin the claims process. You will need to provide the police crime reference number and any relevant information about the vehicle.
Who can I contact if I have questions about my claim?

For any enquiries you may have regarding an open claim, please contact our claims team on 0173 274 7100 and they will endeavour to answer any questions you may have. 

Monday – Friday: 08:00 – 18:00 / Saturday: 09:00 – 17:00 / Sunday & Bank Holidays: Closed

I've received a claim from a third party. What should I do?
If you receive any communication regarding a claim from a third party, please do not respond directly. Instead, forward all documentation to your insurance broker immediately. They will then handle the third-party claim on your behalf.