What are my obligations in the event of an accident?
Firstly, attend to anyone that has been hurt and call an ambulance if necessary. Then call the police and obtain an incident number.
If you have been involved in a collision with another driver, stay calm and exchange the following:
- Name and address.
- Phone number.
- Car registration number.
- Insurance company details and policy number.
Following the accident
Who will deal with my claim?
In the unfortunate event of an accident call our 24-hour claimline as soon as possible on 0800 269 622.
An AA personal claim advisor will record the details of your claim and explain all the available options. Depending on the accident circumstances, your claim will be dealt with by ClaimFast (our preferred accident management company) or your insurer. Your insurer's details are included in your Certificate of Motor Insurance.
For more information about ClaimFast, visit www.claimfast.co.uk.
Who repairs my car?
Both ClaimFast and your insurer have a network of authorised garages throughout the UK. If your vehicle is repairable, then the repairs will be completed by approved mechanics who will liaise with you directly in order to arrange an estimate.
All repairs carried out by our mechanics are guaranteed for a minimum of three years and use manufacturer-approved parts.
You may only use your own garage after you have submitted an estimate to your insurer and they have authorised the repairs. Should you wish to use your own garage, the repairs are not guaranteed and a courtesy car will not be provided.
What if I have been injured in the accident?
If you or your passengers have suffered any form of injury as a result of the accident, which you do not believe to be your fault, we may be able to provide you with a solicitor.
They will make a claim for compensation on your behalf which will include any other losses that you may have incurred, for example your policy excess or loss of earnings.
If you included the optional Motor Accident Plan on your policy, this significantly improves on the personal injury cover included in our comprehensive policy. For example, Motor Accident Plan pays up to £20,000 if you, or a named driver on your policy, are injured or die as a result of a car crash.
What if the accident was not my fault?
If you have been involved in an accident which is 100% not your fault, ClaimFast may be able to authorise repairs to your vehicle without the need for an excess fee, and your no claim discount may not be affected.
ClaimFast may also be able to provide a replacement car similar to your own for the duration of repairs, or for up to seven days after a settlement from your insurer, if your vehicle is a total loss.
ClaimFast will recover all the costs incurred directly from the third party insurer.
If you are unable to use this service and have comprehensive cover, your insurer will arrange repairs to your vehicle. However, you will have to pay your policy excess and your no claims discount will be affected until the insurer successfully recovers these losses.
Call 0800 269 622 to find out more.
What if the accident was my fault?
If you have comprehensive cover, your insurer will arrange repairs to your vehicle or negotiate a settlement if the vehicle is a total loss. The insurer will also meet the cost of the third party claim.
What should I do if the other party contacts me?
If you receive any correspondence from the third party, their insurer or solicitor, forward it unanswered to your own insurer or ClaimFast, depending on who is dealing with your claim. They will respond on your behalf.
If you are contacted by phone please ask the caller to call us on 0800 269 622. Please do not agree to any services offered without talking to us first, as they may not be in your best interest.
What if the other driver disputes the accident circumstances?
Your insurer will always do their very best to obtain an admission of liability from the other driver or their insurer.
They will do this by providing evidence and the information you have supplied them with. If the evidence provided does not fully support either driver's version of events, then both insurers may need to take some responsibility.
Policy excess explained
What is excess?
An excess fee is the first 'portion' of a claim which you pay, regardless of blame, when your vehicle is repaired or it is a total loss. The excess is individual to each policy and, in the event of a claim, you only ever have to pay your own excess fee.
If you purchased the optional Excess Protection with your car insurance, you can claim back your policy excess on a claim where you're at fault or the other party involved cannot be identified.
Where can I find information about my excess fee?
Your excess fee should be on the back of your insurance certificate in the endorsements section.
Who do I pay my excess fee to?
If your vehicle is repairable, you will need to pay your excess fee direct to the repairer. In the event your vehicle is a total loss, stolen or not recovered, your insurer will deduct any applicable excess fees from the settlement issued to you.
If you were involved in an accident that was not your fault and you purchased Motor Legal Assistance from us, or it's included as standard within your policy, we may be able to recover the excess fee from the third-party's insurer.
How do I make a glass claim?
Our comprehensive car insurance includes glass cover.
If you need to make a glass claim, call us on 0800 269 622. We'll arrange for a specialist technician to repair or replace your glass as quickly as possible.