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 on one of the following numbers, depending on your circumstances:   

For car insurance claims in the UK call 0345 125 6850

For car insurance claims in the EU call +44124 271 5924

For windscreen claims call 0345 125 6862


Optional extras

If you’ve added optional extras onto your car insurance policy, there are a variety of numbers for you to use:

For Legal expenses call 0345 841 0019

For Key protection call 0345 604 1034

For Replacement car cover call 0800 183 5464

For Excess protection call 0345 415 0483

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 0345 125 6850.

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 then 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 £300. To do this, call Auxillis Limited, formerly known as Albany Assistance Limited on 0345 415 0483.

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.