Frequently Asked Questions

Please note that the following information is only a guide and not a legal opinion - please call us on 0844 412 2129 if you are unsure about anything. Calls to our 0844 numbers cost 5p/min from a BT landline, set up fees may apply and network charges may vary. Calls from mobile phones may be considerably more.

1. What should I do in the event of an incident?
2. Do I need to report incidents if I don't intend claiming?
3. Do I need to report incidents to the police?
4. When do I have obligations in the event of an accident?
5. What are my obligations in the event of an accident?
6. Can I arrange to have my vehicle repaired anywhere I want?
7. What if my policy doesn't cover damage to my own vehicle?
8. What excess will I have to pay?
9. Will my No Claims Discount (NCD) be affected?

1. What should I do in the event of an incident?

In the unfortunate event that you become aware of any accident or loss involving the insured vehicle, or of any other incident which may lead to a claim by you or a third party, please report the incident to us as soon as reasonably possible, using the claims telephone number printed on your Certificate of Motor Insurance (see Contact Us). Our friendly advisors will assist you and tell you what to do next.

2. Do I need to report incidents if I don't intend claiming?

You should report all accidents, thefts, attempted thefts, fire and malicious damage incidents, even if you are not going to make a claim against your insurance.

3. Do I need to report incidents to the police?

Vehicle theft, attempted theft and malicious damage incidents must be reported to the police within 48 hours. Please note the crime reference number as it will be required when you notify us of the incident.

Report any accident involving injuries, or where the other driver does not stop, as soon as possible.

4. When do I have obligations in the event of an accident?

If any of the following occurs (even if you weren't involved, but the presence of your vehicle on the road may have been a factor in the accident)

• Any person other than yourself is injured
• Damage is caused to another person's vehicle or property
• An animal is killed or injured (e.g. dog, horse, cattle, etc)

5. What are my obligations in the event of an accident?

• Stop at the scene for a reasonable period of time
• Give the following details to anyone who is reasonably entitled to ask:
  
  Your name and address
  Vehicle registration number and registered owner's details
  
  
• You must produce your Certificate of Motor Insurance if any person other than yourself is injured

If you do not follow the above, the accident must be reported to the police within 24 hours.

6. Can I arrange to have my vehicle repaired anywhere I want?

If you have comprehensive insurance cover, you will usually be advised to take your vehicle to a repairer recommended by your insurance company, which may avoid you having to get additional estimates. This also usually speeds up the repair process.

Note that the cost of repairs is your responsibility until your insurers have agreed to pay.

7. What if my policy doesn't cover damage to my own vehicle?

If you do not have comprehensive van insurance cover, your policy will not cover accidental damage to your vehicle. You will have to pay for the repair costs yourself, or claim them from the other driver if they were responsible for the damage. You will need to get in touch with their insurer to pay for your damages. We can do this for you, if you have Motor Legal Protection.

8. What excess will I have to pay?

• The excess payable is detailed on your insurance policy documents. Please note that this can vary depending on the type of driving licence and the age of the person driving at the time of incident.
• If you are involved in an accident with another person that is not your fault, and you have Motor Legal Protection, we can claim your excess back from the other driver's insurer.

9. Will my No Claims Discount (NCD) be affected?

• Claims which are just for window glass or emergency treatment, as defined in the Road Traffic Acts or Orders, will not be counted against your NCD.
• If your vehicle is involved in an incident that is not your fault, and we are successful in recovering your vehicle's repair costs from the other driver's insurer, your NCD will not be affected.
• If you have a protected NCD, it will not be affected by the first two claims in any three year period of cover.

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