Car insurance claims FAQs

Don't worry, we are here to help. Here's what you should do next:

• Make sure you and your passengers are safe
• Don't accept liability until you have spoken to Ageas
• Try to swap details with the other people involved in the incident for example names, contact details and vehicle/insurer details
• Take pictures if you can and it is safe to do so, particularly of the vehicle damage and the position of vehicles in the road
• Check if you can report your claim by viewing “What claims can I make online?” below
• Report your claim online or you can reach us by using one of the following numbers based on how you purchased your policy:
  
  
  • Directly with Ageas: 0345 125 2450
  • Directly with Rias: 0345 125 6850
  • Through a broker: 0345 122 3018

Back to top

Please call +44 1242 715 929


Back to top

A policy excess is the amount you have to pay towards the cost of your claim. There are different excesses that may apply.

There is a standard (or compulsory) policy excess which applies to all claims, although the amount you need to pay may increase depending on the type of claim you want to make.

You may have also added a voluntary excess when you took your policy out in exchange for a lower premium. This excess will be added to the standard (or compulsory) excess in the event of most claims.

Details of all your policy excesses can be found on your Insurance Schedule/Statement of Fact.

Back to top

You will need to pay your excess as part of your claim.

If your vehicle is repaired by a garage you will pay your excess directly to them.

If your vehicle is damaged beyond repair, then we will deduct the excess from the settlement value. Please be aware, if you choose to use your own repairer, you may have to pay an additional excess.

Full details of the excesses that apply may be found in your Statement of Fact. You’ll find this in your online account or your policy confirmation email.


Back to top

You can find out what your motor policy covers you for by checking your policy documents. Your policy documents will also tell you what excesses may apply.

Back to top

• Manufacturer's warranty
  If your vehicle is still within the warranty period, any repairs carried out by our approved repairer will not affect this on the basis that repair methods will follow those specified by the manufacturer.
  
  
• Guarantee
  Our network of approved repairers will provide a lifetime guarantee on repairs, as long as you own the vehicle.
  
  
• Replacement locks
  If your claim is for replacement locks, there is a £500 limit. Full details can be found in your policy document. 

Back to top

Making a claim can sometimes lead to an increase in renewal price, but this will be based on the individual circumstances of the incident. Read more about car insurance renewals. 

Back to top

If you make a claim then your No Claims Discount may be affected. Factors such as, who was at fault, previous claims and whether you have opted to protect your NCD will all be considered.

No Claims Discount protection does not protect the overall price of your insurance policy. The price of your insurance policy may increase following an accident even if you were not at fault.

Back to top

We have a network of approved repairers who will take care of your vehicle, getting you back on the road as soon as possible.

Back to top

If you choose to use one of our approved repairers, they will supply you with a courtesy vehicle whilst yours is being repaired. If your vehicle is not repairable then we will not supply you with a courtesy vehicle.

Back to top

This is when the damage to your vehicle is uneconomical to repair. We have a dedicated team who will discuss settlement with you. The settlement figure will be the market value of the vehicle immediately before the incident and will reflect the cost of replacing it with one of a similar age, type and condition.

Back to top

You can now report some claims online using our online claims hub. This is the quickest and easiest way to make a claim. The claims you can report online are:

• Damage caused by a pothole
• Damage caused by hitting an animal
• Damage caused by hitting a building or structure
• Loss of control due to road surface
• Damage caused by flood
  
  

Back to top

To get your online claim journey started, all you need is your policy number.

This will be shown on your policy schedule or statement of fact. Your policy number will start with one of the following:

• GDCCA
• PTCTA
• GDVCA

We will ask you for key details about your claim, such as what happened and for you to provide evidence to support your claim.

Back to top

As your insurer, we're here to help make claims as easy as possible. We understand that making a claim can be a worrying and stressful time for you.

When you make a claim online, you will receive a decision on the outcome of your claim. If, for any reason, we are unable to provide you with an immediate decision, we'll clearly tell you what will happen next and how long it will take.

Back to top

To help protect our customers from rising costs, we use databases with other companies that identifies differences in customer information. In some circumstances, information can also be shared with the police.

Please refer to your policy document for more details on how your information is shared.

Find more support with fraud

Back to top

If you haven't told us about your complaint yet, please get in touch with us and we'll do our best to put things right.

There are 3 ways to make a complaint.

Online:

Please submit your complaint using our online form which may be accessed through our Ageas website.

Write to us:

Customer Services Adviser
Ageas House
Hampshire Corporate Park
Templars Way
Eastleigh
SO53 3YA

Please include the following:

• Your full name and address
  
  
• Your contact details, including any daytime phone numbers
  
  
• Your policy or claim number
• Details of your complaint and if you've had any losses
  
  
• If you've already spoken to someone about your complaint - let us know their name and the date you got in touch
  
  
• What you'd like us to do to resolve your complaint
  
  

Telephone:

Please call your dedicated Claims Handlers on their direct dial phone number if you have it. Or you can reach us by using one of the following numbers based on how you purchased your policy:

• Directly with Ageas: 0345 125 2450
• Directly with Rias: 0345 125 6850
• Through a broker: 0345 122 3018

Back to top

We'll try to resolve your complaint within three working days. If we can't do this, we'll write to you within five working days to:

• Let you know we've received your complaint and when you can expect a response from us
• Let you know who is dealing with your complaint

Back to top

If you're not happy with how we have handled your complaint, or we haven't resolved it within eight weeks, you can take it up with the Financial Ombudsman Service through the methods detailed below.

This needs to be within six months from the date of our final response. Using this service won't affect your legal rights.

As a free, independent body set up by the Government, it's the Financial Ombudsman's job to resolve disputes between customers and companies in the UK. You can find out more at www.financial-ombudsman.org.uk and fill out its online, Word or PDF form.

By phone:

Call 0800 023 4567 or 0300 123 9123

By email:
complaint.info@financial-ombudsman.org.uk

In writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Back to top

You're able to go straight to the Financial Ombudsman Service, however, they will advise that if you are dissatisfied with our service, that you give us the opportunity to resolve your concerns in the first instance.

If, following this, you're still not happy with how we have handled your complaint or we haven't resolved it within eight weeks, the Financial Ombudsman will investigate your case.

Back to top

If you receive any correspondence from the other party involved or their representatives, you can forward this straight to us quoting your claim reference number.

Please forward the correspondence to motorclaims@ageas.co.uk.

Back to top

We apologise that you are having trouble making a claim online. We take the protection of our customers' information very seriously and always apply appropriate levels of security.

For us to verify who you are, when you log in, we will send you an authentication code to either a mobile phone number or email address, which you provided when taking out your policy with us. If your details are not recognised, we unfortunately cannot send you a code to verify your identity.

If you have not received an authentication code to complete security checks, please contact our claims team to report your claim on 0345 165 5796.

Back to top

If your details are not recognised, we unfortunately cannot send you the authentication code to complete necessary security checks. Below are common reasons why your details may not be recognised and advice on things to check.

• Invalid policy number- If the details you have provided do not match our records, please check you have entered all characters correctly and try again. If you think they are correct, please call us on 0345 165 5796.
  
  
• Invalid date of birth- Please make sure you are entering the date of birth as shown on your policy schedule or statement of fact.
  
  

If you are still having difficulty reporting your claim online, please contact our claims team on 0345 165 5796 where one of our agents will be able to help you.

Back to top