How to make a car insurance claim step-by-step
Knowing how to make a car insurance claim before you need to makes the whole process considerably less stressful — usually because you’re doing it immediately after an accident. This guide walks through every step, from the scene of the accident to claim settlement.
Step 1: At the scene — what to do before you leave
The information you collect at the scene determines how smoothly the claim proceeds. Even if you’re shaken, try to gather the following before you leave.
| What to collect | Why it matters |
|---|---|
| Other driver’s full name and address | Required to notify their insurer |
| Other driver’s phone number | For follow-up if details are disputed later |
| Other driver’s vehicle registration | Your insurer will use this to identify their policy |
| Other driver’s insurer and policy number | Speeds up liability contact — they may not volunteer it |
| Photos of both vehicles at the contact point | Establishes the nature and scale of damage |
| Photos showing both number plates and surroundings | Confirms location and vehicle identities |
| Witness names and contact details if available | Useful if liability is disputed |
| Time, date and location | Required for all insurance notifications |
If anyone is injured, call 999 immediately. You are legally required to report accidents involving injury to the police. For damage-only accidents, you’re required to exchange details with the other driver — failing to stop and exchange details is a criminal offence.
For a fuller breakdown of what to do in the immediate aftermath, see our guide to what to do after a car accident.
Step 2: Notify your insurer promptly
Most policies require you to notify your insurer of an accident promptly — usually defined as within 24 hours or as soon as reasonably practicable. This applies even if you don’t intend to make a claim. Failing to notify within the required timeframe can give your insurer grounds to reduce or refuse a future claim related to the incident.
When you call, you’ll typically be asked for your policy number, the date, time and location of the incident, a description of what happened, the other driver’s details if applicable, and whether anyone was injured.
This notification is not the same as making a claim. You can notify and then decide not to proceed — but you must still notify.
Step 3: Decide whether to claim
Once you’ve notified, you can take stock of whether claiming is the right financial decision. The key question is whether the repair cost is significantly above your total excess. For a full explanation of how excess works, see our guide to understanding excess in car insurance.
If the damage is minor and the repair cost is close to your excess, self-paying and not pursuing the claim may be cheaper over the following two to three years once you factor in the premium loading at renewal. Your insurer’s claims team will usually tell you the estimated impact on your next renewal if you ask.
If the other driver was at fault and traceable, a non-fault claim through their insurer won’t cost you your excess and should have less impact on your no-claims discount than an at-fault claim through your own policy.
Step 4: The claim assessment
If you proceed with a claim, your insurer will instruct an approved repairer or an independent assessor to inspect the vehicle. For newer or more complex vehicles, this may take a few days to arrange.
The assessor determines whether the car is repairable — in which case an estimate will be produced and repair authorised — or a total loss, in which case the insurer pays you the market value of the car minus your excess.
You don’t have to use your insurer’s approved repairer, but doing so often simplifies the process. The insurer manages the repair directly and guarantees the work. Using your own garage is permitted under most policies but requires the insurer to authorise the estimate first.
Step 5: If the car is written off
If your car is declared a total loss, the insurer will offer you a settlement based on the car’s market value at the time of the accident — not what you paid for it or what you still owe on finance.
You can negotiate the settlement figure. If you believe the insurer’s valuation is too low, provide evidence of current listings for equivalent vehicles on AutoTrader or Motors.co.uk showing what a comparable car in similar condition is selling for. Insurers will adjust the figure when presented with clear market evidence.
If you have GAP insurance, this is when it comes into play. Our GAP insurance guide explains how it covers the difference between the insurance settlement and the original purchase price or outstanding finance balance.
Step 6: Courtesy car and onward transport
Most comprehensive policies include a courtesy car while your vehicle is being repaired through an approved repairer. Check your policy terms — the courtesy car is typically a small hatchback, not a like-for-like replacement. If you’re in a hire car that was charged to you following a non-fault accident, you may be able to recover those costs from the at-fault driver’s insurer.
Step 7: After the claim — what changes
Once the claim is settled, it stays on your record for five years. At your next renewal, your insurer will recalculate your premium with the claim factored in. It’s worth shopping around at that point rather than auto-renewing — your current insurer’s renewal price is unlikely to be the most competitive with a claim on your record.
Timeframes: how long does a car insurance claim take?
| Stage | Typical timeframe |
|---|---|
| Initial assessment (approved repairer) | 2–5 working days after notification |
| Repair authorisation | 1–3 working days after assessment |
| Vehicle repair (minor to moderate damage) | 3–10 working days |
| Vehicle repair (significant damage) | 2–6 weeks |
| Total loss settlement offer | 5–14 working days from declaration |
| Non-fault claim resolution | 4–12 weeks if liability is disputed |
Frequently asked questions
Do I have to report an accident to my insurer even if I’m not claiming?
Yes — if another driver was involved, most policies require prompt notification of any incident regardless of whether you claim. Failing to do so can void your policy.
What is a no-fault claim?
A claim where the accident was caused by another driver and their insurer accepts liability. You typically don’t pay your excess in a confirmed non-fault claim.
Can I choose my own garage for repairs?
Yes, under most policies. However, you’ll need the insurer to authorise the estimate before work begins, and the repair won’t carry the guarantee that an approved repairer provides.
What if I disagree with the write-off valuation?
You can dispute it — provide evidence of equivalent vehicles currently for sale to support a higher valuation. Insurers will adjust valuations when presented with clear market evidence.
How long does a car insurance claim take to settle?
For straightforward repairs, allow 2–4 weeks from notification to repair completion. Total loss settlements typically take 2–3 weeks. Disputed liability claims can take 4–12 weeks or longer.
How Rooster can help
If you’ve been in an accident, Rooster’s free Accident Assist service is there to help you get the best possible outcome from your claim — whether that’s navigating liability, managing repairs, or making sure you’re not left out of pocket.
And if you’re thinking about your cover more broadly, Rooster’s Test Drive lets safe drivers be assessed on how they actually drive rather than demographics alone — safe drivers can save up to 40%. Download Rooster today.
How to make a car insurance claim