Make a claim

When you call, the claims handler will take your details and check your policy.

You are responsible for paying the excess once you've made a claim, please check your policy for your excess amount.

If you have Legal Protection and the accident was not your fault, you can claim to recover the excess from the insurer of the at fault driver.

If you have Excess Protection, if you need to claim from your policy on a fault basis, you can claim for a reimbursement up to £500 if the claim is the same or more than the excess (terms and conditions apply).

The claims handler will then ask for the details of your claim. The more details you can provide during the first call, the quicker the claims process will be.

Important information to provide:

• Registration of any other vehicles involved in the accident
• Details of witnesses
• Photographs of the accident and damage to vehicles involved
• CCTV or dashcam footage

When you have an accident, you should never admit fault until you’ve spoken to your insurer.

The claims handler will then work out if the damage that’s been described is beyond economical repair. If this is the case, your car will be inspected by a garage or engineer and confirmed a total loss.

If your car needs to be repaired, you have the option of using an approved repairer or using you own repairer.

If you choose to use an approved repairer, the garage will contact you to arrange repairs. If your car is stolen and not recovered, or it is written off, then you’ll be provided with a courtesy car for up to 30 consecutive days.

If you choose to use your own repairer, the claims handler may ask you to get an estimate for repairs from at least two garages. You should send the quotes to the insurance company and they will choose which you should use and then authorise the repairs.

Once the quote has been authorised you’ll be told to go ahead and book with your garage for repairs. You’ll be sent a letter with the necessary information instructing your garage of the procedure they need to follow.

If your vehicle is beyond economical repair, the insurer will send you an offer of a settlement amount, based on the current value of your vehicle.

If you need to pay an excess, this will be deducted from the settlement amount. Or, if you have any outstanding loan payments left on the car, these will be paid and if there is a balance left after this, it will be paid to you.

If you’ve used an approved repairer, the claims handler will ask you to pay the excess to the garage when you collect your car and return your courtesy car. The garage will then send an invoice for the repair work.

Our approved repairer will guarantee their work for as long as you own the car.

If you’ve used your own repairer, the claims handler will ask you to pay the excess to the garage. The garage will then invoice Car Insurance from John Lewis Money for the repair work.