Our customer services team are here to help and you are assured of a quality service at all times. By following our guidelines you will ensure that any stress is kept to a minimum. If you are involved in an accident, always bear in mind that you should not apologise, admit that you were to blame, offer to pay for anything or sign anything at the scene of an accident. Doing so could make it difficult for your insurer to manage your claim and it may also affect your rights.

If you have an accident that involves an injury to any person or certain animals, another vehicle or damage to property, you must stop. If you own the vehicle you must give your name, address and policy details to anyone who has good reason to ask. If you do not own the vehicle you must provide the owner’s name and address. 

If there is an injury you must report the incident to the Police within 24 hours.

It is important that you obtain the following details:

• The registration number of each vehicle involved
• The name, address and telephone number of each driver and of any witness
• The number of passengers in each vehicle
• The Policy details of the other drivers including the certificate or Policy number
• A note of all injuries suffered
• Details of any property damaged and the extent of the damage
• The name, number and Constabulary of any Police officer involved.

Make a rough sketch of the accident scene showing the position of the vehicles before and after the accident. Include road markings and the positions of any parked cars, lamp posts and telegraph poles etc.

Report the incident immediately to our CLAIMS HELPLINE on 0800 692 0800 and provide us with all the information you obtained at the scene. Our Claims staff will record details and help you report the incident to your insurer. If your vehicle is not driveable then remove any personal possessions and ensure that your vehicle is made as secure as possible. If the incident relates to the theft of your vehicle or theft from your vehicle, you must report the incident to the Police immediately and make a note of their crime book reference number.

YOU MUST REPORT ANY ACCIDENT YOU OR ANY PERSON INSURED UNDER THIS POLICY ARE INVOLVED IN TO OUR CLAIMS HELPLINE, EVEN IF YOU ARE NOT AT FAULT OR DO NOT INTEND MAKING A CLAIM

You should report all accidents, thefts, attempted thefts and fire incidents even if you do not intend claiming against your policy.

Vehicle theft, attempted theft and damage must be reported to the police within 48 hours. We will require the crime reference number for any claim. If there is an injury you must report the incident to the Police within 24 hours.

Car theft is a criminal offence, which you must immediately report it to the police. They will provide you with a crime reference number which you'll need to pass on to us when you call.

Never admit it is your fault. Just make sure you get the other driver's details, and report the accident to the police if you need to.  If you have comprehensive cover, we will get your car repaired for you so you can be back on the road as quickly as possible. If your car is likely to be written off, we will arrange for an inspection and early settlement. If you have third party only or third party fire and theft cover we will sort out the other driver’s claim but you will not be covered for any damage to your car.

If you have comprehensive cover, our first priority will be to get your car repaired or settlement to you if it is a total loss.  You will need to pay the excess, and we will then try to recover our costs from the person responsible for the accident. As long as we’re successful your no claims discount won’t be affected. (Occasionally, we can’t get the money back so this would count as a claim).

If you've got third party only or third party fire and theft cover, you will need to get in touch with the other driver's insurer to make sure they pay for any damage to your car.

If the cost of repairs exceed the market value of your car then it is likely we will consider it to be beyond economic repair.  This is referred to as a total loss.

If your vehicle is damaged and the damage is covered by the Policy then it can be repaired by either of the following two methods:

• Approved Repairer Scheme

We will provide you with full details of this scheme. It will provide you with a courtesy car (subject to availability) and assist you in getting your vehicle repaired and back on the road with the minimum of fuss and delay. This service applies to the UK only.

• Non Approved Repairers

Repairs will only commence when:

• The insurer has received your completed claim form (where applicable).
• You have provided two repair estimates (where applicable).
• An engineer has viewed the damage to your vehicle (where applicable) and estimated costs have been approved.

With our comprehensive cover, if you are in an accident and your car goes to one of our approved repairers they will provide you with a courtesy car, provided one is available, which you can keep until your car is back on the road.  If your car is stolen or if your car is written off, we will not provide you with a courtesy car.

No, however disabled drivers will be entitled to hire a suitable car or use alternative transport means as required through the travel allowance benefit.

If the accident was not your fault and the other driver's insurance covers it, then it will not affect your no claims discount at all. But if we have to pay the claim, even if it was not your fault, it will affect your discount (for example if your car is hit while it's parked and you don't know who did it).  If it was your fault it will affect your no claims discount as you would expect.

If you protect your no claims discount, you can make up to two claims in five years without this affecting your discount.  If three of more claims arise in any five consecutive years, the insurer will reduce your no claims discount.  Please refer to the online policy booklet for more information.

Wind screen damage - what is covered?

• Cost of repairs to your vehicle’s windscreen or windows, if they are accidentally damaged.
• Cost of replacement of your vehicle’s windscreen or windows, if they are accidentally damaged and cannot be repaired.
• Cost of repairs to any scratching of your vehicle’s bodywork caused solely by the accidental breakage of the windscreen or windows.

If the repair or replacement is carried out by RAC Auto Windscreens you will have unlimited cover less the excess shown on the schedule. If the repair or replacement is carried out by any other repairer the amount the insurer will pay will be limited to £100, less the excess shown on the schedule. If the only claim made is under this section, then your no claim discount will not be affected.

What is Not Covered?

• The excess shown for this section on the schedule unless the damage is repaired and not replaced.
• Damage to a sunroof, or any glass other than the windscreen or windows.
• Additional charges for non-emergency work completed outside normal working hours. You do not need to pay an excess if your windscreen is repaired. An excess is payable, however if your windscreen needs replacing.

The standard car insurance policy documents are available to read online on this website in the Legal/Privacy Section.