Our claims process
We know accidents happen. When they do, we’re here to help. Our team is available 24/7 to resolve your claim as quickly as possible.
Step 1
Contact us
We know that accidents happen. Let us know when they do, even if you don't want to make a claim, so you're protected no matter what.
Step 2
Get support
One of our claims handlers will work with you to gather all the right details and give you advice. We know it can be stressful, that's why we're here to help.
Step 3
Get back on track
Once we have all the details, we’ll get to work on processing your claim. After a settlement has been agreed, we’ll have you back on the road in no time.
What you will need when making a claim
- Your policy number
- Vehicle registration of all vehicles involved
- Date and time of accident
- Location of accident
- Any witness details
- Any Third Party's details (name, address, license)
- A police reference number if they attended the accident
- Any photographs or videos from the scene of the accident of all vehicles involved
Prefer to talk? Give us a call
From the moment you make a claim, our goal is to get you back on track as soon as possible. Here are the numbers to call:
Ireland
FAQs about your claim
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.
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.
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.
FAQs about your policy
As soon as you’ve had 12 months or more of continuous cover with us, without making a claim, you’ll start to earn a No Claims Discount (or NCD).
Once you have a NCD, we’ll allow the discount against your renewal price. This discount will be in line with our NCD scale at the time you renew.
If a claim is made in the previous 12-month period of insurance, or an accident has happened that’s likely to result in a claim, you may not be eligible for a discount.
Once you have a NCD, we’ll allow the discount against your renewal price. This discount will be in line with our NCD scale at the time you renew.
If a claim is made in the previous 12-month period of insurance, or an accident has happened that’s likely to result in a claim, you may not be eligible for a discount.
No Claims Discount (NCD) Protection keeps any No Claims Discount you’ve earned safe, even if you have to make a claim during your policy period.
Before adding this protection to your policy, you’ll need to check if you’re eligible for NCD Protection, and agree to pay the extra amount on your premium.
Once you’ve added NCD Protection, your discount will be protected for the first accident or claim that happens during that continuous 12-month period of insurance. However, your overall premium may still go up following an accident or claim, even if you weren’t at fault.
Before adding this protection to your policy, you’ll need to check if you’re eligible for NCD Protection, and agree to pay the extra amount on your premium.
Once you’ve added NCD Protection, your discount will be protected for the first accident or claim that happens during that continuous 12-month period of insurance. However, your overall premium may still go up following an accident or claim, even if you weren’t at fault.
If you’ve been involved in an accident and a claim has been made, but we’ve not yet been able to recover our costs, you’ll lose your No Claims Discount (even if you’re not at fault). The same goes for if we’re unable to recover any payments from other parties involved in the crash.
For any claims where we’ve fully recovered our costs, your NCD will not be affected.
If you have Fully Comprehensive cover, you’ll be allowed one claim per 12-month period of insurance for glass or windscreen damage, without affecting your NCD, as long as an approved repairer is used.
For any claims where we’ve fully recovered our costs, your NCD will not be affected.
If you have Fully Comprehensive cover, you’ll be allowed one claim per 12-month period of insurance for glass or windscreen damage, without affecting your NCD, as long as an approved repairer is used.
If you have been driving a company car with the same level of cover as the policy you are taking out with us, we may be able to provide you with a discount for the number of years you have already been claim free.
For us to do this, we will require a letter from your company confirming:
For us to do this, we will require a letter from your company confirming:
- The vehicle was allocated for you to drive
- It was not a pool car
- The start date of you driving
- The number of years you were driving the vehicle
- The number of accidents you had, and
- What the vehicle was used for e.g. Private Hire vehicle, courier van or food delivery.
We currently only provide a discount for the number of years you have been claim free on your own policy, not as a named driver.
In order to provide us with valid proof, you must send us your current renewal notice or a letter from your previous insurer. The proof must:
In order to provide us with valid proof, you must send us your current renewal notice or a letter from your previous insurer. The proof must:
- State your name
- Include the number of years NCD
- State the expiry date of the policy
- Be less than 2 years old
- Be from a UK insurer
- How the vehicle was used e.g. Private Hire, Social Domestic and Pleasure
- Not be in use on another policy - NCD can only be used on one vehicle at a time
We will currently only accept proof if it is issued by a UK insurer. (This is for UK policies).
To request proof of your NCD, open the app or log in to My Account and start a new chat. From here, select ‘Documents’ followed by ‘NCD Proof’. If you meet the criteria, we’ll send it to you straight away, or you can speak with one of our Live Chat team.
Don’t forget that we’re only able to send your proof of No Claims Discount once you’ve received your renewal quote, or once your policy has expired. If you haven’t received your renewal quote from us yet, please make your request after you’ve received it.
Find out more about your proof of No Claims Discount.
Don’t forget that we’re only able to send your proof of No Claims Discount once you’ve received your renewal quote, or once your policy has expired. If you haven’t received your renewal quote from us yet, please make your request after you’ve received it.
Find out more about your proof of No Claims Discount.
Protected NCD protects your NCD from being reduced to 0 if you suffer one at fault claim costing less than £45K within a 12 month period.
If you suffer an at fault claim costing more than £45k, Protected NCD will mean you only step back 2 years rather than lose it entirely. For example, if you had 5 years NCD and had an at fault claim of over £45k, at renewal you would have 3 years NCD.
Please note that this does not protect the price of the insurance and any claim suffered can mean an increase in your premium at renewal. It only protects the number of years NCD which will be lost as a result of a claim.
If you have 3 or more years of NCD, for an additional fee you can purchase Protected NCD.
If you suffer an at fault claim costing more than £45k, Protected NCD will mean you only step back 2 years rather than lose it entirely. For example, if you had 5 years NCD and had an at fault claim of over £45k, at renewal you would have 3 years NCD.
Please note that this does not protect the price of the insurance and any claim suffered can mean an increase in your premium at renewal. It only protects the number of years NCD which will be lost as a result of a claim.
If you have 3 or more years of NCD, for an additional fee you can purchase Protected NCD.
If you have moved already, you may be able to change your address by logging into the App. In this case, you will need to contact our customer service line.
FAQs about vehicle damage
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.
FAQs about liability
An 'at fault' claim is any claim where the costs (including any excess) cannot be recovered in full from the other person involved in the incident.
Any theft, malicious damage or fire claims are always treated as 'at fault' for this reason, even though you may not be to blame for the incident.
Any theft, malicious damage or fire claims are always treated as 'at fault' for this reason, even though you may not be to blame for the incident.
If we do not have a third party who has admitted liability and you wish to have your vehicle repaired, you will need you to pay your excess. However, this would be recovered by us on your behalf if the third party later admits liability.
Comprehensive cover protects your vehicle against accidental damage claims, while third party fire and theft doesn't.
Your policy documents can be found online via your account. If you have difficulty finding or accessing your documents, please give us a call.