FAQs

FAQ

Common questions we are asked

Click on any of the below to find what you’re looking for, Click on the FAQ and it will open the
answer .

I’ve been involved in an accident that wasn’t my fault

We’re sorry to hear this and hope that you and everyone else involved were unharmed. Our accident claim helpline is open 12 hours a day, 7 days a week. Call us on 0333 358 2038 where one of our dedicated claims specialists will be on hand to take details of the incident, explain to you what happens next and provide you with any assistance you need and book any services that you may require.

My Vehicle is stranded at the roadside and needs recovery

We’ll arrange recovery of your vehicle for you and will take you and any passengers to your onward destination or home, whichever is nearer. Our average recovery time is 90 minutes from instruction.

Will the repair be under Guarantee ?

All repairs undertaken by our network repairers are guaranteed for as long as you own the vehicle.

Do I need to contact my Insurer or the Third-party insurer ?

You only need to make one call to us 0333 358 2038 We will take care of the whole claims process on your behalf. We will liaise with all the relevant parties involved in the accident and handle all services on your behalf.

Do I have to pay my Excess if I am the at Fault party?

If you have been in an accident that was your fault, you will have to pay your Excess. We however will still manage the repair process in one of our network repairers on your behalf, liaise with your insurer to agree repair costs and repair your vehicle. On collection of your vehicle you will have to pay your excess. Dealing with your insurer your Excess is paid before services are offered.

I have a question that I can’t find the answer to

I’ve been in accident that was my fault

Call us now on 0333 358 2038 and one of our dedicated claims specialists will run through the details with you over the phone and go through your options. If we believe you are at fault, we can either handle the claim for you in our dedicated repair network and manage the claims process on your behalf or transfer you directly through to your insurance company so they can assist you further.

My Vehicle is damaged after my accident and need to be repaired

We will arrange for an independent engineer to inspect the vehicle and address the damage. The engineer following their assessment will provide a full detailed estimate costing for the repair of your
vehicle. We will then instruct one of our network repairers to carry out the work on your behalf. All our Repairers are Minimum BSI125 and carry a whole host of Manufacturer approvals to ensure the correct repair methods are carried out to put your vehicle back in the condition it was prior to your accident.

My Vehicle has been written off. What happens now ?

If on inspection your vehicle is deemed a total loss and uneconomical to repair, we will use the engineer’s valuation and three independent guides, Glasses, Caps & Cazoo to agree a settlement with the insurer. If you are Non-Fault you will be kept in Hire until the PAV has been agreed with the TPI and once you have received your payment you have the Hire vehicle for a further 7 days to allow you time to purchase a replacement.

Do I have to pay my Excess if im not at fault?

If you have been in an accident that wasn’t your fault you will not be charged any excess, nor do we charge for our services. We will seek to recover all costs from the third parties involved.

I need a replacement vehicle following my Accident while my Vehicle is repaired.

We have a mixture of Vehicles available, whether it is from our own fleet or the fleets of our dedicated
partner firms we have something for all Vehicle types. Whether it’s a Mainstream Vehicle, Commercial,
Specialist, Motorbike, 4X4, Electric or Prestige your dedicated claims handler will arrange your like for
like vehicle for you ensuring it is of the same size and specification to meet your needs.

What if I was injured because of my Accident?

Your Experienced claims handler will be able to introduce you to one of our dedicated Personal
Injury law firms to discuss your claim. They will arrange any Physiotherapy and Rehabilitation you
may need on your behalf local to you. They will also seek compensation for your injuries caused as a
direct result of the accident. This will be done on what is commonly known as a “NO WIN NO FEE”
agreement. The law firm will take between 25 and 30% of any award made to you in compensation as a
success fee. The success fee will vary depending on the accident type and its severity. This will be
discussed with your directly before the claim is taken on. All our law firms have many years’
experience in the Personal Injury sector and we will work closely with them to ensure you get the
best service possible and the maximum amount of compensation for the injuries you suffered. Call
us now if you want to discuss your claim 0333 358 2038 or alternatively start a claim and one of our experienced claims handlers will be happy to help.