You've sent us your claim. What happens next?
We usually process claims within 1-2 working days from when you send it to us. Once we have done our review, we will let you know the outcome.
You'll still get claims updates by email, but you can track the progress and outcomes of your claims in the Claims application.
What outcomes can you expect?
Here are the 4 possible outcomes to your claim.
We’ll automatically agree your claim
If the amount you have claimed for is within £10 of our offer amount, we'll automatically process our offer amount, with the vehicle’s registration number as the reference. Please allow 5 working days to receive the funds in your bank account.
We will notify you in the Claims application and email you confirmation with a summary of your claim and what we have agreed, for your records.
We’ll email you our offer
If the amount you have claimed for is not within £10 of our recommended amount, we will offer you a recommended amount along with an explanation of why we have offered that amount.
You then have 4 working days to choose to accept the offer or request a phone call to discuss it.
If we don’t hear from you within 4 working days, we’ll close the claim and send you the payment with the vehicle’s registration number as the reference. Please allow 5 working days to receive the funds in your bank account.
We might ask you for more information
In some situations, we might ask you for more information to help us fully assess your claim. You can do this quickly and easily in the Claims application.
We’ll call you to discuss your claim
If your claim doesn’t match one of the above categories, we’ll phone you to discuss your claim.
Independent inspections
From time to time, we use an independent company to inspect damaged cars. We do this to make sure that you’re being treated fairly if it is difficult to assess your claim.
If your car ever needs to be inspected, you can keep track of progress and read their final report in your Claims application.