You’ve just had a bump. Your heart’s racing, traffic is pressing, and you’re wondering who to call first. You might worry a car insurance claim will hike your renewal or bury you in paperwork. Breathe. This guide gives you a calm, practical route that protects your position and gets you moving again—without jargon
We’ll explain what an insurance claim actually is, what to do in the first 24 hours, how Non fault car accident decisions affect repairs and replacements, and when a like for like replacement vehicle is realistic. You’ll find short checklists, neutral pros/cons, and trusted help links if things get stuck.
UK insurers paid a record £9.9bn in motor claims in 2023, which explains why processes can feel strict and timelines tight. The UK’s official motor-insurance price index (L7JE) shows large fluctuations into 2025, so it’s smart to follow the correct steps early. (Sources: Association of British Insurers, ONS CPI L7JE
What is a car insurance claim?
A car insurance claim is a formal request to an insurer (yours or the other driver’s) to arrange repairs or pay for covered damage after an incident. You provide facts and evidence; the insurer checks liability and policy terms; an outcome follows—repair, payout, or rejection—plus escalation rights if you disagree. See: Citizens Advice, MoneyHelper
What a car insurance claim really
means (plain English)
Clear definition you can act on today
A car insurance claim is your way to shift the costs of damage—within policy limits—to an insurer. After a Non fault car accident, your insurer might pay first and try to recover costs, or a third-party insurer may handle it directly. Either way, your job is simple: tell the truth, share evidence, and keep records. See Citizens Advice’s step-by-step. Citizens Advice
Do I have to tell my insurer if I’m not claiming?
Usually yes. Many policies require you to notify them after an incident even if you don’t open an insurance claim. Non-disclosure can cause issues later. If a claim is later refused or delayed, you can pursue the insurer’s complaints process and then the Financial Ombudsman Service (FOS). See MoneyHelper’s guidance and the FOS motor page. MaPS Financial Ombudsman
Fault, non-fault, and split liability—what changes for you
Fault: Your insurer pays, and you may pay an excess.
Non-fault: The other driver (or their insurer) is responsible; your insurer may recover costs.
Split liability: Both sides share responsibility.
Premiums are influenced by many factors, so even a Non fault car accident can appear on record. Focus on evidence quality and correct process to protect your position. See Citizens Advice (not your fault)
Your first 24 hours after a crash the
calm checklist
Safety & legality
Move to a safe place; switch on hazards.
Exchange details (names, addresses, registration, insurer).
Note time, location, weather, and vehicle positions.
If needed, get a police reference.
Evidence pack you’ll thank yourself for
Photos: wide scene, close-ups, and any debris.
Video: short sweep around damage.
Witness: names and contacts.
Docs: policy number, MOT/roadworthiness if asked.
Log: a simple timeline of calls and messages.
(See Citizens Advice’s accident checklist.) Citizens Advice
Who to notify & what to keep
Tell your insurer that an insurance claim may arise, even if you think it’s a Non fault car accident.
Keep copies of every document and photo in a cloud folder.
If another insurer contacts you directly, take details and ask for everything in writing before you agree to anything. If problems arise, use MoneyHelper’s complaint steps and consider the FOS route
Choosing your route to fix the vehicle
Route 1 — Your own insurer
Why choose: One familiar point of contact; clear policy rules; often smooth for a straightforward car insurance claim.
Watch-outs: You may pay an excess; NCD and renewal pricing are complex; track decisions in writing.
Route 2 — The third-party insurer (direct)
Why choose: If liability is clear, repairs or a replacement can be quick.
Watch-outs: Read all terms carefully; understand repair standards and any mobility arrangements.
Route 3 — Independent coordination
Why choose: Logistics support after a Non fault car accident (recovery, storage, repairs) and potential access to like for like replacement vehicles (e.g., plated taxi, van payload, appropriate bike).
Watch-outs: Ensure transparency about credit-based services and fees. If things stall, follow complaints steps via MoneyHelper and know you can escalate to the FOS.
Courtesy car vs credit hire vs like for
like replacement
Understand the terms
Courtesy car: Often a small run-around; offered by your own insurer or repairer; not guaranteed in all policies.
Credit hire: A replacement vehicle supplied on credit after a Non fault car accident; provider seeks recovery from the at-fault insurer.
Like for like replacement: A vehicle that closely matches your needs—e.g., taxi-plated car, EV, van with payload, or a 125-650cc bike—so you can keep working. See Citizens Advice on credit hire basics
Match the option to your reality
School runs or commuting? A courtesy car might be enough.
Taxi/PHV shift or multi-drop van route? Ask about like for like replacement so you can earn.
Riders/deliveries? Check cc, insurance, and gear included.
Always read what’s included: mileage, deposit, excess, insurance cover, and return conditions.
Avoid common pitfalls
Don’t assume like for like replacement is automatic—ask early.
Keep a simple diary of calls and messages.
If an insurance claim is delayed or refused, follow the formal complaints path and—if unresolved—escalate to the FOS motor team.
Myths, delays, and realistic timelines
Myth: “A Non fault car accident never affects premiums.”
Even when another driver is at fault, data-sharing and market dynamics can influence renewal pricing. Your focus: accurate reporting, strong evidence, and a tidy file. Anchors: ABI market data, ONS L7JE. ABI Office for National Statistics
Why repairs and valuations take time
Bodyshop and parts availability fluctuate; complex models take longer.
Write-off valuations follow market evidence; you can present comparable adverts and service history to challenge. If you disagree with an outcome, see the FOS valuation guidance. Financial Ombudsman
Your realistic rhythm
Report promptly; share evidence once, clearly.
Decide on your route early (own insurer, third-party, or independent help).
If your car insurance claim stalls, use a dated complaint and ask for the insurer’s final response so you can consider the FOS option.
When extra hands make life easier
If you need rapid logistics after a Non fault car accident—such as 24-hour recovery and secure storage, manufacturer-standard repairs, or like for like replacement (taxi/PHV-compliant cars, vans, or appropriate bikes)—you may want practical coordination support.
Mandatory Disclaimer
Accident Assist Network assists you after a non-fault accident by co-ordinating vehicle recovery, reputable repairs, cash-in-lieu settlements for total-loss vehicles and like-for-like replacement hire—whether for personal use, licensed taxi work or bike—through our network of independent specialist companies across England. Because our role is one of practical facilitation rather than financial advice, we are not authorised by the Financial Conduct Authority, and our services are not covered by the Financial Ombudsman Service or the Financial Services Compensation Scheme. If the at-fault insurer delays or disputes payment you may become liable for credit services or other charges set out in your contract. Please read every document thoroughly and, if anything is unclear, ask us—or an independent adviser—before signing. We are happy to guide you in the language you feel most comfortable with.
Need practical help in England?
Call 020 4577 1120 · WhatsApp 07585 300 600 · Or visit our recovery & storage page, replacement vehicles, or vehicle repairs.
FAQs
Yes—most policies require notification after an incident, even without an active insurance claim. Non-disclosure can cause problems later. See MoneyHelper’s complaint steps and FOS motor page if issues arise.
Non-fault incidents are recorded, and pricing depends on many factors. Focus on complete evidence and correct process; your insurer may recover costs later. Context: ABI payouts.
Clear photos, a short incident note, witness contacts, policy numbers, and a simple call log. See Citizens Advice’s accident checklist.
It can be, but read every term carefully. Ask for everything in writing, including repair standards, courtesy/credit hire terms, and any excess. If problems arise, use MoneyHelper’s steps.
Gather comparable listings and your service records; challenge politely in writing. If you’re unhappy with the final response, you can escalate to the FOS valuation guidance.
