Claims
Need to make a claim? We’re here.
Call us. We pick up. Here’s how it works from the moment you dial through to settlement.
Before you call
What to have ready.
You don’t need everything to make the initial call. We can fill in the gaps over time. The important thing is to let us know.
- Your policy number. It’s on your policy documents — we can look it up if you don’t have it.
- Where you are, and when the incident happened.
- A brief description of what happened.
- If another vehicle is involved — the other driver’s details and registration.
- If you’ve reported it to the police — the crime reference number.
The process
What happens next.
- 1
We take the details.
A claims handler talks you through what happened and tells you what we need.
- 2
We make a plan.
Send an engineer, arrange a repair, get a valuation, or settle directly. We tell you what to expect and roughly how long it’ll take.
- 3
We follow up.
You’ll have a named contact for anything complex. For simpler claims, you’ll get updates as the claim progresses.
Our promises
What we won’t do.
- We won’t reject a claim without telling you why.
- We won’t ask you to repeat your story to a different person every time.
- We won’t go quiet on you. If there’s a delay, we’ll tell you and explain it.
If you’re not happy with how we’re handling your claim, tell us — your claims handler first, and if that doesn’t resolve it, see our complaints process. Every complaint is taken seriously and tracked.