Claims
How to make a claim
When accidents happen we’re here for you. We are available 24/7 to resolve your claim as quickly as possible.
Motor claims
Report any accident of any kind to us within 24 hours, even if you don't intend to make a claim.
Window & glass
If you need to make a claim, our partners at Auto Windscreens will handle it all for you.
Breakdown assistance
If your policy includes breakdown cover, you can call this number for breakdown assistance.
Always claim directly with us
We know making a claim can be stressful. That’s why we are here to look after you from start to finish.
- Get roadside accident recovery fast.
- You may get a replacement vehicle if you need one.
- Our claims inspectors act immediately to protect your policy from excessive costs.
- Repair your vehicle through our repair network which guarantees the quality of your repair.
- If your vehicle is a total loss, we aim to settle the claim swiftly and we will pay the market value of the vehicle.
- Our claims team use smart technology to spot potential fraud and help protect genuine customers.
What you'll need to make a claim
These four things can support your claim, but we can still start the process if you don’t have them right now.
Have your policy reference to hand
You can find your insurance policy number on any correspondence you have from us.
Prepare a list of losses, if applicable
We will require details of everything that may be damaged or lost.
Provide as much detail as you can
The more we know, the quicker we can help you. Withholding any information may impact your claim.
Proof of ownership may be required
Please be ready to provide receipts of valuations, if required.
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What to do in the event of an accident?
- Stay Calm – don’t panic, accidents don’t always mean a claim is made
- Be safe – make sure you and any passengers are okay
- Call Carrot – we’re here to help you through the process. Call 0173 274 7100 or visit our Make a claim page.
- Get Info – exchange names, numbers, number of people, registration numbers
- Take pictures – all vehicles involved should be captured, don’t worry about remembering every detail
How do I report a claim?
If you’re involved in an incident, please get in touch with us as soon as you can on 0173 274 7100. We’re here to help. You can also text “CLAIM” to 83118, and one of our team members will call you back. Our UK-based claims notification support is available 24/7, so you can report a claim whenever you need to - day or night.
What is excess?
Your policy excess is the amount which you must pay towards your claim and is confirmed on your policy schedule. If your vehicle is a total loss or stolen and unrecovered, this amount will be deducted from the settlement to you. If your vehicle is repaired, you must pay the excess directly to the repairer before collecting your vehicle.
What happens if my vehicle is repairable?
If your vehicle is repairable, you will be directed to one of our approved repairers. Repairs will be guaranteed and you may be provided with a courtesy car, subject to your policy benefits which can be found in your policy schedule and policy wording.
What happens if my vehicle is a total loss (write-off)?
It is possible that the extent of the damage caused to your vehicle may be too costly to repair when considering the value of the vehicle – this is often referred to as being beyond economical repair.
Your vehicle will be collected by our salvage agents, and we will take ownership of the vehicle. Arrangements will be made to dispose of the vehicle in line with industry-approved guidelines and details of the category of the total loss will be communicated to the relevant databases.
We will settle the claim by paying you the market value, less deductions.
When does my claim affect my No Claims Discount?
A claim will not impact your NCD when we are able to recover the money we pay for the damage to your vehicle and/or do not pay for damage or loss to any other party involved in the claim.
This means that your NCD will be impacted when you need to claim because your vehicle:
- Has been stolen
- Had fire damage
- Has been vandalised
- Has been found damaged and you do not know who has caused the damage
- The vehicle and driver of the responsible party are not identified or insured
- The accident has been caused wholly or in part by the driver of your vehicle.
Do I need to report all incidents, even if I’m not claiming?
Yes. You must report any incident within 24 hours, even if you don’t intend to make a claim (Please note: we will log this as notification only).
What information will I need to give?
We’ll ask for the date, time and location of the accident, plus details of the other drivers, vehicles, and any witnesses. Photos of the scene are helpful too.
What happens to my car after an accident?
If your car can be fixed, we’ll arrange repairs through our approved repairers. If it can’t, we’ll talk you through the next steps.
Can I use my own repairer?
We recommend that you stick with our network by using our approved, preferred repairers for quality and convenience. If you prefer another, please check with us first.
Will my premium go up if I make a claim?
This is a possibility. It depends on the nature of the claim and your policy. We’ll discuss this and any changes to your payments with you at renewal.
