Car Insurance Claim Process — Step by Step

What to Do at the Scene of an Accident

The actions you take in the first few minutes after an accident are critical for your insurance claim. Stay calm and follow these steps in order:

1. Stop immediately. It is a legal requirement under the Road Traffic Act 1988 to stop after an accident involving damage or injury. Failing to stop is a criminal offence carrying up to 6 months imprisonment and a £5,000 fine.
2. Check for injuries. Call 999 if anyone is injured. Do not move injured people unless they are in immediate danger (e.g., from fire). Even if injuries seem minor, it is worth calling an ambulance as some injuries (whiplash, concussion) may not be immediately apparent.
3. Make the scene safe. Turn on hazard lights, place a warning triangle if you have one, and move vehicles to the side of the road if it is safe to do so and no one is injured. On motorways, move to the hard shoulder and stand behind the barrier.
4. Exchange details. You must exchange your name, address, and insurance details with the other driver. Also record: vehicle registration numbers, make, model, and colour of all vehicles involved, driver licence numbers (if available), and the names and contact details of any passengers.
5. Gather evidence. Take photographs of: all vehicle damage from multiple angles, the overall scene showing road layout and positions of vehicles, road conditions (wet, icy, potholes), road signs and markings, any visible injuries, and the other driver's insurance certificate if they show it.
6. Get witness details. If any bystanders saw what happened, ask for their name and phone number. Independent witness statements are extremely valuable in disputed claims.
7. Note the time and conditions. Record the exact time, weather conditions, visibility, and traffic conditions. These details may be important if fault is disputed.
8. Report to the police if required. You must report the accident to the police within 24 hours if: anyone is injured, the other driver did not stop or did not provide details, you suspect the other driver is uninsured or under the influence, or there is damage to property other than vehicles (e.g., a wall, fence, or lamp post).

Do not admit fault at the scene, even if you think the accident was your mistake. Fault is a legal determination that depends on all the circumstances. Saying "sorry, it was my fault" can be used against you by the other driver's insurer. Simply exchange details and state the facts.

Gathering Evidence for Your Claim

Strong evidence is the foundation of a successful claim. Beyond what you collect at the scene, gather the following as soon as possible:

• Dashcam footage: If you have a dashcam, save the footage immediately. Most dashcams overwrite older footage, so act quickly. Dashcam evidence is increasingly used by insurers and has become one of the most powerful tools for proving fault.
• CCTV requests: If the accident occurred near shops, petrol stations, or residential properties with cameras, ask for a copy of the footage. Under GDPR, you can request footage that includes your vehicle. Do this within days, as many systems overwrite footage after 7–30 days.
• Written account: Write a detailed account of what happened within 24 hours while your memory is fresh. Include speeds, distances, what you saw, and what actions you took. This contemporaneous account carries significant weight if the claim is disputed.
• Medical evidence: If you have any injuries, see your GP as soon as possible. A medical record created shortly after the accident is much stronger evidence than one created weeks later. Keep records of any treatment, prescriptions, and physiotherapy.
• Financial losses: Keep receipts and records for: vehicle recovery costs, taxi fares and public transport while your car is off the road, hire car costs, loss of earnings if you cannot work, and any other expenses directly caused by the accident.

Third Party Claims vs Own Insurance Claims

You have two options when making a car insurance claim, and understanding the difference is crucial:

Claiming on Your Own Policy

If you have comprehensive cover, you can claim on your own policy regardless of who was at fault. Your insurer handles the repair or payout, and you pay your excess. If the other driver was at fault, your insurer will attempt to recover costs from their insurer (a process called subrogation). If recovery is successful, your excess is refunded and the claim may be recorded as non-fault, minimising the impact on your future premiums.

Claiming Against the Other Driver (Third Party Claim)

If the other driver was at fault, you can claim directly against their insurer. This avoids paying your excess and avoids a claim on your own policy record. However, third party claims can take longer to settle (the other insurer has less incentive to pay quickly), and if liability is disputed, you may need to claim on your own policy and let the insurers argue between themselves.

Fault vs Non-Fault Claims

The distinction between fault and non-fault claims is one of the most misunderstood aspects of car insurance. "Fault" in insurance terms does not necessarily mean blame — it refers to whether your insurer can recover costs from another party.

Fault Claims

A claim is recorded as "fault" when your insurer pays out and cannot recover the money from a third party. This includes: single-vehicle accidents (hitting a bollard, tree, or wall), accidents where you are to blame, and claims where no third party is identified (hit and run with no witnesses). Fault claims typically increase your premiums by 10–30% at renewal and remain on your record for 5 years on the Claims and Underwriting Exchange (CUE).

Non-Fault Claims

A claim is recorded as "non-fault" when your insurer successfully recovers all costs from the other driver's insurer. Non-fault claims should not affect your no-claims bonus or premiums significantly, though some insurers do factor them in slightly. A non-fault claim still appears on your CUE record for 5 years, and you must declare it when asked by other insurers, but the premium impact is minimal compared to a fault claim.

Split Liability

Sometimes fault is shared between drivers. For example, if you pull out of a junction and the other driver was speeding, liability might be split 50/50 or 70/30. In split liability cases, each insurer pays a proportion of the claim. This is recorded as a partial fault claim and has a moderate impact on your premiums.

Uninsured Driver Claims (Motor Insurers' Bureau)

Approximately 1 million vehicles on UK roads are uninsured at any time. If you are hit by an uninsured or untraced (hit and run) driver, the Motor Insurers' Bureau (MIB) exists to compensate you.

How MIB Claims Work

1. Report the accident to the police and get a crime reference number.
2. Report the accident to your own insurer.
3. Submit a claim to the MIB via their online portal or by contacting them directly.
4. The MIB investigates and, if the claim is valid, pays compensation for vehicle damage and personal injury.

There are two MIB schemes: the Uninsured Drivers Agreement (where the driver is identified but uninsured) covers vehicle damage and personal injury with no excess. The Untraced Drivers Agreement (hit and run where the driver is not identified) covers personal injury but does not cover property damage. In both cases, you need strong evidence — dashcam footage and witness statements are particularly important for untraced driver claims. MIB claims typically take 6–12 months to resolve.

Courtesy Car Rights

Your right to a courtesy car depends on your policy type, who was at fault, and how you make your claim:

• Claiming on your own policy: Many comprehensive policies include a basic courtesy car (usually a small hatchback) while your vehicle is being repaired by the insurer's approved repairer. Check your policy wording — some only provide a courtesy car if you use their approved repairer network.
• Non-fault third party claim: If the other driver is clearly at fault, you may be entitled to a like-for-like replacement vehicle (similar size and type to your own car) through a credit hire company. This is paid for by the at-fault driver's insurer.
• Write-off situations: If your car is written off, you are typically only entitled to a courtesy car until the settlement is paid, not until you find a replacement vehicle. This can be as short as a few days.
• Enhanced courtesy car cover: Some policies offer enhanced courtesy car cover (like-for-like or guaranteed courtesy car) as an add-on. If you rely heavily on your car, this add-on (typically £20–40 per year) can be worth the investment.

Related Guides

For general insurance claim advice applicable to all insurance types, see our complete UK insurance claim guide. If you are also dealing with property damage, our home insurance claim guide covers water damage, burglary, and storm claims. If you have a car finance complaint, we have a dedicated guide for that too.