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Car insurance claims procedure
You may be savvy enough to compare car insurance online in order to find the best deal for your needs - but would you know what to do if ever a claim were necessary?
According to a survey by Onepoll in January 2010, two thirds of the UK's motorists are unsure of what to do in the event of an accident with one third admitting they would not think to note down the date and time of the accident; and less than half writing down the weather conditions and visibility. With this in mind we've put together a guide to explain the car insurance claims procedure from the moment an accident takes place to dealing with the insurer directly.
What to do if you're involved in a car accident
As soon as impact occurs, no matter how minor it may be, you must stop - failure to do so is considered a Road Traffic Act offence. Make sure your engine is switched off, turn your hazard lights on and take a look around to see if anyone has been injured - if so, you should call the police and an ambulance as soon as possible. The police should also be called if the accident is blocking the road.
From there you are obliged to give and receive details to and from anyone else involved. Even if there's no-one else around - such as if you hit a parked car - you should still leave your details, for example on the windscreen. Car accidents should also be reported to the police within 24hrs.
The details you need to collect from anyone else involved in the accident include:
- Their name and address.
- Their contact numbers.
- Insurance details for the driver of the other vehicle.
- Find out whether they are the registered keeper of the car and if not get the details of the registered keeper (including a company if you are in an accident with a company car).
- The names and contact details of any witnesses or police officers at the scene.
In addition, you should also note down the following details at the scene:
- The time and date of the accident.
- The registration numbers of all vehicles involved as well as their colour, make and model.
- A description of the weather conditions plus anything you notice about the quality of the road or the lighting.
- A list of damages sustained to the vehicles involved as well as any injuries to other motorists, passengers or pedestrians.
- A sketch showing the positions of the vehicles involved in the accident.
- Whether the parties involved were using headlights/indicator lights.
- Estimated speeds of the vehicles involved.
If possible, take photographs at the scene as these could be used as evidence. Some drivers carry disposable cameras specifically for this purpose, although most modern mobile phones will also allow pictures to be taken.
How to make a claim
If you have an accident or your car is stolen you need to inform your car insurance provider as soon as possible. Failure to do so within the timeframe outlined in your policy may invalidate your cover and leave you to cover the cost of expenses on your own. Indeed your car insurer should always be informed about an accident even if you don't want to make a claim.
It's important to provide as much information as possible to ensure that your claim runs smoothly - which is why noting down accurate details at the scene is so important.
Depending on the circumstances surrounding the accident - such as whether or not a third party was fully or partially responsible - you may be able to claim for: repairs to your vehicle; your policy excess; damage to your property; loss of earnings; transport costs; and personal injury. If the accident involved an injury, then it is normally best to get a solicitor involved (many insurance providers offer legal cover as part of their policy) who can write to your opponent holding them responsible for your injuries, which must then be acknowledged within 21 days. If your opponent is insured, then their provider will usually take over and must confirm within three months whether or not they will settle the claim. If it isn't possible to reach an agreement then the matter may need to be resolved at a court hearing.
In most cases however, the claims process is more straightforward. You simply inform your insurer of the details of the accident and it will guide you through each stage of the claim. Your insurer will then tell you who the approved repairers are in your area and arrange for your vehicle to be repaired.
Things to be aware of…
- Be consistent and honest: Any dishonesty could invalidate a claim.
- Make copies: Keep all documents relating to a claim (including receipts) and make copies - the claims process should be faster and smoother if you provide all the information an insurer requires.
- Don't take your car for repairs and hope it will be paid for: No matter how badly your vehicle is damaged you must wait for guidance from an insurance company before arranging repairs as most insurers will want you to use an approved repairer and have their own assessor look at the damage. Your insurance company may also provide a courtesy car while yours is repaired depending on the level of cover you have in place. At the very least, your insurer must approve an estimate before any work takes place.
- Excess payments: Remember that you will be required to pay the agreed excess even if your insurer will meet the repair costs. As such it makes sense to set the voluntary excess at an affordable level in case an accident occurs. If you were not at fault for the accident you may be able to claim the excess back from the other driver's insurance company.
- Your premiums will usually rise: Generally premiums will rise after you have been involved in an accident - a no-claims bonus will be affected regardless of whether you are to blame or not except if you have no-claims discount protection.
What if your car insurance claim is rejected?
If your car insurance company rejects your claim ask it to identify the clause in the contract under which your claim has been dismissed. There are circumstances in which you may have the right to be reimbursed for a loss even when a claim is rejected, but legal advice is usually necessary.
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