Our guide to insurance claims

Written by Benedict Harrison

Published on

We hope it never happens to you, but if you’re ever involved in an incident, it can be reassuring to know what’s likely to happen next, especially when it comes to insurance claims.

In this post, we’ll answer some of the most common questions our customers have about claims. We’ll guide you through the claims handling process and explain some key terms you’re likely to come across, so you know what to expect if an incident takes place.

What happens if I am involved in an incident?

If you’re involved in any incident, however small it may seem, you should always make sure to collect and note down the following information:

  • The circumstances of the incident: what happened?
  • The location of the incident: where did it happen?
  • The number of people involved in the incident, including any passengers.

You should also collect the following details of anyone else who is involved in the incident:

  • Their registration plate
  • Their name
  • Their contact details
  • Their insurance details.

Who should I notify if I am involved in an incident?

You should contact our claims handling team as soon as possible. You can find their details in your policy documents, which are sent to you when you purchase your cover. If you are a Zego delivery insurance customer, you can find this information using the Zego app.

If you have any doubts about who you should contact, please give us a call and our friendly team will be happy to point you in the right direction.

How long until I am back on the road?

When you use your vehicle for work, we understand why this is often one of the first questions that comes to mind if you have been involved in an incident.

In short, the time it takes for your vehicle to be back on the road varies. The amount of damage that the incident has caused to your vehicle, along with any specialist parts that may need to be ordered, can affect how long the repair process will take.

Although we cannot guarantee a time frame, we can confirm that the vehicle repairs will be completed to a high standard level to ensure no further issues develop due to that repair.

In cases where you are not at fault for the accident, we may be able to provide you with a replacement vehicle so you can continue working while your regular vehicle is being repaired. If you are a private hire customer who has purchased a Fault Hire product, you can get a replacement PCO-licensed car even in a fault accident.

What’s the difference between a fault and non-fault claim?

A fault claim is a term used to describe a situation where you are legally liable for an incident. Although there are no guarantees for what will be judged as a fault claim, it often applies to scenarios such as hitting somebody in the rear or pulling out from a side road and hitting another vehicle. It can also often include thefts.

A non-fault claim is a term used to describe a situation where someone else is legally liable for the incident.

How is fault determined in an incident?

The term for judging who is at fault for an incident is called a liability decision. The claim handlers make these decisions, based on the circumstances of the incident along with any evidence that is provided by those involved.

If detailed evidence is provided and everyone involved in the incident remains cooperative with claims handlers, a liability decision can be reached much more quickly. That means it’s always a good idea to provide as much information as possible, even if you think you may be at fault.

How much compensation will I receive from the incident?

The amount of compensation you receive from an incident depends on a number of things, including the damage caused to your vehicle and the cover that you have in place. As a result, the amount of compensation you receive varies from claim to claim.

How will a claim impact the cost of my insurance?

If you are found to be at fault in an incident which results in a claim, you are likely to see an increase in the cost of your premium in the future. However, this may not be the case if you have protected your No Claims Discount.

A non-fault claim will not have an impact on the cost of your cover.

How will a claim impact my No Claims Discount?

If you are found to be at fault in an incident which results in a claim, you are likely to lose your No Claims Discount. However, you may be able to avoid this by protecting your No Claims Discount.

A non-fault claim will not have an impact on your No Claims Discount.

Who can I contact for an update on my claim?

Your policy documents include details of who you can contact for information regarding your claim. If any issues occur, you can always contact Zego directly and we’ll be happy to help.

What happens if my claim ends up in court?

You will be required to provide a statement and may have to testify in court your version of events if it is a liability dispute.

If a claim ends up in court but it is only due to a dispute regarding compensation, the claims handlers will deal with the claim and you will only be required to remain cooperative if required. You should not expect to attend court in cases such as these.

If you have any other questions about claims, or there’s anything we can help with, please get in touch. Our friendly team are available 7 days a week and we’re happy to help.