Third Party Claims FAQs

Why should I claim through you?

As the Non-Fault party, we can offer you benefits that are potentially unavailable should you opt to claim in other ways. A few examples of these benefits are –

• There will be nothing for you to pay (No Excess)
• No effect on your No Claims Bonus
• A Life-time repair guarantee (Lifetime meaning - the full period you legally own the car)
• A replacement vehicle suitable to your needs whilst yours is off the road
• A prompt but professional turn-around to your claim (because we know how inconvenient these things can be)

It’s important to remember that you are entitled to choose who YOU want to deal with YOUR claim, and that some of these benefits will be available to you elsewhere, but not all.

We guarantee everything you see above and more when you allow us to deal with your claim.

Who repairs my vehicle?

One of our national-sized approved repairers can handle that, with a lifetime* guarantee on all repairs. As a standard, they must adhere to our strict and high standards of repairs and can collect and return your vehicle if needed, minimising any inconvenience. Should you wish to use a repairer of your own choice, this could be an option if we can agree the rates.

*Lifetime meaning - the full period you legally own the car.

How do I know what specific garage will be repairing my car?

Our network of approved repairers will have branches dotted all across the country with a high possibility of more than one in your immediate area. After the initial garage is accepted by you, we will contact the garage, who will work out which of their branches have the best availability. This will allow the work to start on your repairs sooner. The great news is that they will be happy to collect and return your car for you, to minimise any inconvenience caused.

How will my car get to the chosen garage?

If you agree to use one of our approved repairers and cannot drive your car to the branch, they can collect your vehicle for you. This will be discussed with the garage as they will organise the handover to best suit your availability.

If you would prefer to use a garage of your choice and collection is needed, we will attempt to negotiate the recovery directly with the garage. Should this not be an option, your claims handler will organise the recovery using an approved recovery agent to deliver the vehicle for you.

Please note, either option comes with no charge to you.

Am I responsible for the cost of the replacement vehicle should I need one?

Absolutely Not! We will cover the costs for the replacement car to be provided to you in full. We will also make you aware of the rate per day it costs us, further proving we do everything possible to reduce unnecessary claim costs that increase UK insurance premiums.

What if my vehicle is a total loss?

Sadly, on occasion this cannot be avoided but the great news is we will be there to support you through every step and will always give you a fair evaluation by using motor industry and regulatory body recognised guides to value your vehicle. If needed, we will keep you mobile by providing a suitable replacement vehicle whilst you await a payment.

How do I process my claim?

We don’t want to make things any more complicated or inconvenient for you that they already are, so we have several available options available to help you make a claim.

• Online – Why not keep things digital and click “Claim online now” to proceed through your claim options online.
• Messaging – Want to ask a few questions first? Click “Chat now” and speak to one of our agents. (Please note our operational messaging hours are Mon-Fri 0800-1700)
• Request a call back – We offer the ability to book a date and time to suit you, click “Request a Call-back” now.
• Call Us – Not feeling the any of the above? That’s fine, call us now to chat with a friendly and professional claims handler.

What if I’m not happy with any of the services offered?

Despite 81% of our Third-Party customers rating us 8 or more out of 10, and 86% of all Third parties telling us they would renew their insurance with us directly based on their claims experience, we understand that occasionally things don’t always go to plan.

In the unlikely event something doesn’t quite meet your expectations we are here to help!

With both Telephony and Digital contact (Messaging) available 7 days a week, we provide around the clock assistance.

*Figures obtained Jan - March 2022

What are our opening hours?

Our telephone lines are open -

• 0800 till 2100 Mon-Thursday
• 0800 till 2000 Friday
• 0900 till 1700 Saturday
• 1000 till 1600 Sunday and Bank Holidays

Messaging is available –

• Mon-Fri 0800 – 1700