Existing customers

Make a car insurance claim

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We’re dedicated to making sure that our insurance gives you total peace of mind. That's why you have access to a 24/7 UK-based claims service, who will deal with your claim as quickly as they can.

To make a claim please call us, you can find all our claims phone numbers here.  


What will happen

When you make a car insurance claim there are a number of steps that will happen: 

Step 1

Please call us on the relevant number above.

Step 2

Our claims team will ask you for full details of the incident and then tell you the next steps. 

Step 3

Our claims team will liaise with the relevant insurers, as well as sort out car hire and personal injury specialists if required.

Step 4

Your claim will be settled. If you have excess protection and you've paid the excess, which can’t be recovered by a third party, you can claim back up to £500.

To do this, please call Ageas Insurance Limited or AXA Assistance UK Limited depending on when your policy was purchased, see Excess Protection phone number.

Before you call

Before you call our car insurance claims team, try to have the following to hand if you can:  

  • Your car insurance certificate
  • Your car registration number – if you’re at the scene of the incident and don’t have your car insurance certificate to hand

Please also have details of the accident to hand, including:

  • full details of the other driver 
  • injuries caused
  • property damage
  • witnesses – if there are any
  • police officers and report reference numbers
  • full details of the incident 

Top tips

Our top tips for making a car insurance claim:


  • If you own the vehicle, always give your name and address, those of your insurer and your car insurance policy number to anyone who needs it and has good reason to ask for it.
  • Make sure you report the accident to the police within 24 hours if there are any injuries and the details weren’t given at the scene.
  • Read your policy documents to see if you can use your optional cover included in your policy.


  • Make sure you don’t apologise for an accident, even if you feel it was your fault. It’s really important to not do this as you may not be legally liable for the accident and you could affect your insurer’s ability to act on your behalf if you admit fault, even in passing. It could also affect your No Claims Discount.


Get in touch with us if you have any questions or read our home insurance policy documents for more information.