How to make a car insurance claim

Need to claim on your car insurance? Here’s everything you need to know, from your first call to your insurer to dealing with finance companies.

The car insurance claims process

Here’s a general breakdown of how most car insurance claims work:

• Contact your insurer and explain what happened. Most insurers want to hear about an incident as soon as possible, and some set a time limit, so check your policy. This applies even to minor scrapes.
• Describe the damage in as much detail as you can. The more accurate you are, the easier it is for your insurer to assess the situation and get things moving.
• Find out what's covered. Your insurer will confirm how much excess you'll need to pay and what they'll cover to repair or replace your car.
• They'll take it from there. Depending on the situation, they might arrange the repairs directly or pay out so you can organise it yourself.

Even if you’ve had a minor accident and don’t intend to claim, you should still tell your insurer. If you don’t, it could affect your cover later, especially if you need to make a more serious claim down the line.

When you speak to your insurer, you need to have this information available:

• Your policy number
• Vehicle registration details (for both cars, if another was involved)
• The name and address of the registered owner (if someone else was driving)
• The date and time of the incident
• A crime reference number (if the police were involved)
• Name and contact details of the other driver, passengers and witnesses
• Photos of the damage (if you took any)
• The location: street names, nearby buildings or landmarks
• The road and weather conditions at the time

Should I claim on my insurance?

The choice is yours, but you’ll need to tell your insurer if your car has been damaged.

Most drivers think twice before claiming for minor damage, according to our survey of 2,000 UK drivers. Just 5% say they would make a claim, while 29% would get a repair estimate first and 28% would pay for the repairs themselves. A further 26% said it would depend on the circumstances.*

Three things usually decide it:

• The repair cost against your excess. If repairs cost less than your excess, it’s probably not worth claiming.
• Your no-claims bonus. A fault claim usually reduces it. A non-fault claim where your insurer recovers the costs shouldn’t.
• Your future premium. Claiming can push your price up at renewal. Read how much insurance increases after an accident to see what to expect.

Pros

• If the damage is substantial, it could be more cost-effective to claim on your car insurance than pay for repairs yourself.
• Someone will deal with the issue on your behalf.
• If the car is written off, any payout could help toward the cost of a new car.
• You might be eligible for a courtesy car while yours is fixed. This isn’t guaranteed on every policy, so check yours.

Cons

• If the claim counts as a fault claim, you could lose some or all of your no-claims bonus.
• You’ll normally need to pay your excess (compulsory plus any voluntary), which is deducted from any payout.
• Your car insurance costs could rise in the future.

Do I have to claim on my car insurance?

No. You don’t have to claim if you can cover the cost of repairs yourself. Some drivers pay out of pocket to avoid losing their no-claims bonus or paying the excess.

Of the drivers who’ve had an accident, theft or damage and not claimed, 45% said the damage cost less than their excess and 27% didn’t want to lose their no-claims discount. Half (49%) paid for the repairs themselves. Most didn’t spend much: 7 in ten (72%) of drivers who paid anything spent £500 or less.*

But you should still let your insurer know about the accident. This means they have a record of it. Your premium might still go up at renewal even if you didn’t claim, as some insurers may see you as more likely to claim in the future. You can compare car insurance quotes if you want to see how prices differ.

What can I claim for on my car insurance?

Depending on your policy, you may be able to make a claim for:

• Accidents and accidental damage
• Windscreen glass damage
• Theft
• Malicious damage (vandalism)
• Storm damage or flood damage
• Fire

Can I claim on my car insurance for repairs?

Yes, if the damage comes from an insured event such as an accident, theft or fire, and your policy covers damage to your own car.

Fully comprehensive insurance usually covers repairs. Third-party only policies don’t cover your own car. Your insurer may arrange repairs through an approved garage, which may mean the work is guaranteed. General wear and tear isn’t usually covered.

What’s the average cost of a claim? 

Here’s the average cost for some common claims:

^{¹ Confused.com data, July 2025 - June 2026. Average claim amount for comprehensive policies only.}

What happens if my car is stolen?

If your car’s been stolen, report it to the police first and get a crime reference number. You’ll need it when you make a claim. For more, see what to do if your car is stolen.

Your insurer will usually pay out the current market value of your car, not what you originally paid. Many have a short waiting period before settling, in case the car turns up. If it’s found after you’ve been paid, the car usually becomes the insurer’s. 

Can I still claim if hit by an uninsured driver?

If you have comprehensive cover, you should be able to claim through your own insurer. Some insurers will protect your no-claims bonus and waive your excess in this situation, but it depends on your policy, so check yours. Giving details of the uninsured driver and their vehicle can help your insurer recover the costs.

If you don’t have comprehensive cover, you might still be able to claim through the Motor Insurers’ Bureau (MIB), which helps people hit by uninsured or untraced drivers. MIB payments may be subject to an excess. You can find out more in our guide to being hit by an uninsured driver.

To check whether a vehicle was insured, you can use the Motor Insurance Database. 

If I damage my own car can I claim on my insurance?

With fully comprehensive insurance you should be able to claim even if the accident was your fault. If you have third-party only cover, you won’t be covered for damage to your own car.

Third-party, fire and theft policies cover your car only if it’s stolen or damaged by fire. If you’re not sure what cover you have, check your policy before claiming.

Is it worth claiming on my car insurance for a dent?

It depends.

Pros

• Repair costs might be cheaper than fixing it yourself.
• Repairs may be guaranteed when you use an approved garage. Check your policy.

Cons

• Claiming could affect your no-claims bonus.
• The repair cost could be lower than your excess, which makes claiming pointless.

For small marks, a quote from a local garage is worth getting first. If you do claim, your insurer might send the car to one of its approved garages or pay you so you can use your own.

Your policy may cover scuffs and scratches, but the repair often costs less than your excess. Our cosmetic car insurance guide explains the options. Whatever you decide, tell your insurer about any dents, even if you don’t claim.

How long does a car insurance claim take to settle?

It depends on how complicated the claim is. If another driver hit your car and admitted fault with no injuries, it could be sorted in a few weeks. If there’s a dispute over who was responsible, or someone’s been injured, it can take several months or longer.

Could my car insurance claim be rejected?

Yes, a claim can be rejected. In 2025, insurers paid out £11.9 billion across 2.5 million private car claims, according to the Association of British Insurers.

Confused.com research found that 78% of drivers said their latest claim was fully paid or resolved. But 64% hit at least one problem along the way, most commonly having to repeat information (21%), delays in repairs (20%) and a lack of updates (18%).*

A claim could be rejected if:

• you were breaking the law at the time, for example, driving without a valid licence or while over the legal alcohol limit
• your car wasn’t roadworthy at the time
• your policy details were incorrect or out of date, for example, you’ve moved and haven’t updated your address

If your claim is rejected, read how to dispute a rejected car insurance claim. If you’re still unhappy after your insurer’s final response, you may be able to take your complaint to the Financial Ombudsman Service.

If my car is written off what happens to my insurance?

If your car is written off, your insurer will usually pay its current market value, which is what it was worth just before the accident, not what you originally paid.

The insurer usually keeps the car. If it’s repairable and you want to keep it, you might be able to, depending on its write-off category. Your insurer may deduct the car’s value from your payout.

What happens if my car is written off and it’s on finance?

You’ll still get a payout based on the car’s current value, but it might not clear your remaining finance, especially if the car has depreciated. You’d need to cover the shortfall. Gap insurance is a separate policy that covers the difference between your payout and what’s left on your finance agreement.

Confused.com research found that half of drivers who claimed faced extra costs they weren’t fully reimbursed for, averaging £1,228. 11% were out of pocket because the insurer’s valuation was lower than the cost of replacing the car, and 8% faced higher finance or lease charges.* 

When do I pay my excess?

It depends on your insurer. Some ask for the excess upfront, while others deduct it from your payout. Check with your insurer so you know what to expect.

If the damage is minor and cheaper to fix than your excess, it might make more sense to sort it yourself and keep your no-claims bonus. You still need to tell your insurer about the incident.

What happens to my no-claims bonus if I make a claim?

A fault claim can take two or three years off your no-claims bonus, though it varies by insurer.

If you’ve only built up a few years, one claim could wipe it out. A non-fault claim where your insurer recovers the costs shouldn’t affect it.

What if I have a protected no-claims bonus?

A protected no-claims bonus keeps your discount in place even if you claim. Many insurers limit how many claims you can make in a set period before it’s affected, and your premium can still rise at renewal. Check your policy for the details. 

How long does a claim stay on my car insurance record?

Claims are recorded on industry databases, including the CUE database. Insurers generally ask about the last five years, though some go back further. This is standard, and it doesn’t always mean a higher price.

We’ll usually ask:

• what kind of incident it was (accident, theft, fire or flood)
• whether you made a claim
• whether anyone was injured
• if only your vehicle was involved
• who was at fault
• when it happened
• the total claim cost (put £0 if you didn’t claim)

^{* Research by OnePoll on behalf of Confused.com among 2,000 UK drivers, conducted 13-16 October 2026.}

Frequently asked questions