Zego's claims process

Once you make a claim, we always try to settle quickly, but it can sometimes take a little longer depending on the information provided and the complexity of the claim. No matter what, though, we always give you updates when you need them.

In the event your car is damaged, we will arrange for an approved garage to repair it for you. If you’re happy to use them, they’ll contact you directly to confirm all the arrangements. If you’re arranging repairs yourself, your chosen garage will need to review the damage and give you an estimate. We’d then need to discuss any proposed work before it goes ahead.

In any case, it’s best that you don’t do anything until we’ve contacted you with your options, as this could affect your claim.

Our claims handlers are here to help you with any questions or problems you may have. Our contact details can be found on this page, in your policy documents or via the app.

Yes. Let us know if you have been in an incident, even if you don't want to make a claim. This way you are protected no matter what.

When you have an incident, you can claim through your own policy. But it should be noted that doing it this way may have an impact on your No Claims Discount (NCD). You will also be required to pay your excess (if applicable).

If you choose to go directly to the third party’s insurer, you will not be required to pay an excess and the claim will be recorded on your policy as information only. This will have no impact on your NCD.

An excess is the amount you will pay if you are looking to make a claim for repairs to your own vehicle. Your excess amount will be stated in your policy documents.

An excess is the amount you pay towards your own repairs or claim, so you don't have to pay an excess for a third party's claim. Also, if you don't claim for your own damage, you don't pay an excess either.

An approved repairer is preferable because it means we have more control over both the quality and the cost of repairs. However, we appreciate that you may prefer to have your vehicle repaired by a company you already know. This is possible, but we kindly ask you to supply us with any quote obtained for the repairs. Once we have this and we've given the green light, repair work can proceed.

We aim to get repairs completed in a timely manner, because we want you to be back on the road in your own vehicle as soon as possible. Sometimes though, there are elements of the repair process which are out of our control - such as replacement parts being temporarily unavailable. In any case, our repairers will keep you updated on the progress of repairs.

If your car has been stolen, this should be reported to the police as soon as possible. The police will then provide you with a police reference/ crime reference number. We will need this reference number when you call to report your claim.