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Looking to make a claim?

You can start your claim online, 24/7 in just three steps. Just make sure you're safe before you begin:

  1. Log in to your Account to get started
  2. Go to your Policy > About your cover section to check your cover and excess
  3. Select the  'Make a claim' button

To check the progress after you’ve made a claim log back in and select ‘Make a claim’.

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We're here to help you every step of the way - our FAQs and chatbot are always available.

Quick video guide on how to make a claim

It's really important you give us as many details as you can

In particular we need:

Photos of the damage

Take photos of the scene and any damage to your car, from all angles. We’ll ask for this after you’ve submitted your claim.

View photo guidelines
Driver information

Get the details of any other drivers involved: their full name, phone number, address and registration number.

Location

Make a note of where it happened. An approximate address will be helpful.

Witnesses

Get names and phone numbers of anyone who saw the incident.

What happens once you've submitted your claim?

Whether you tell us over the phone or online we follow the same steps.

  1. 1 Review claim

We’ll start to get any extra information needed.

  1. 2 Request evidence

We'll text you if we need photos of the damage.

  1. 3 Assess damage

We'll review the damage to your car and let you know if it's repairable or not. We'll also explain your courtesy or hire car options.

  1. 4 Decide outcome

If your car's repairable we'll get in touch to book the repair.

If it's not repairable we'll be in touch to tell you the amount we’ll pay to settle your claim, based on the car’s market value.

Accident recovery and windscreens

Need help at the roadside right now following an accident?

If your car’s not drivable and it needs to be recovered, call LV Britannia Rescue and they’ll arrange for recovery straight away. This service is included in your cover.

0345 606 1373

Helpline open 24/7

Windscreen chipped or cracked?

You’re covered for this if you’ve got comprehensive insurance. It won’t count as a claim against your policy.

Remember it’s better to report a chipped windscreen to us before it get’s worse.

You can claim online via the Autoglass website or call them:

Claim online with Autoglass

0800 085 8459

Open 24/7

Call us to make a claim

If you need to report an incident or would like assistance with making a claim, you can contact us through:

0345 606 1373

Or use the 'Need Help?' button at the bottom of your screen

We're open
  • Monday to Friday 8am - 8pm
  • Saturday 9am - 5pm
  • Sunday 9am - 2pm

Alternatively log in to make a claim online 24/7.

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Frequently Asked Questions

Please check your schedule of insurance for your personal excess amount, or login into your Account to check.

Voluntary excess:
Your voluntary excess, is an additional amount you've agreed to pay towards any claim for damage, over and above any other excess set by us. This excess is chosen by you when you take out a new policy and can be amended during your renewal period. This will be reflected in your premium, for example, if you choose a higher voluntary excess, your premium may be lower.

Compulsory excess:
The compulsory excess is set by us and is dependent on a number of factors, including driver age, type of car, etc. This is something that we will decide and cannot be amended.

Driver specific excess:
A driver specific excess is set for any driver on your policy who is deemed to be a higher risk by our underwriters. This is usually younger drivers, between 18-25, but can also extend to drivers with provisional licences. Remember, the main driver's excess may not include a driver specific excess, but the named driver's could, so it's important you check every driver's excess amounts.

You'll usually need to pay all of these excesses when you make a claim.

If you have fully comprehensive cover we'll provide a courtesy car while your car's being repaired by our recommended repairer. This will usually be a Class A car such as a Nissan Micra or Toyota Aygo. We aim to provide a courtesy car to you within 2 working days from when your car goes in for repair. If you use a non-recommended repairer, your car's been stolen and not found, or is considered to be a write off, we won't provide a courtesy car.

You have the same cover abroad as you do in the UK for 90 days per policy year, when driving in the Green Card Free Circulation Area.

That area includes Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.

For example, if you have comprehensive cover in the UK, then you’ll have the same cover abroad for these 90 days. The 90 days don’t have to be used consecutively. This only covers the car you have insured with us; we don’t cover hired or borrowed cars.

The cover also applies to any additional drivers on your policy.

There’s no need to ask for additional documents from us, you no longer need a Green Card. Your Certificate of Insurance is all you need for your proof of cover.  

You can find your Certificate by using the log in button below, logging in to your Account, selecting your policy then choosing ‘Get documents’.

You can find out more about driving in the EU here https://www.gov.uk/guidance/driving-in-the-eu.

Liability can take a long time to decide, especially if the total cost of the claim is not known, such as repair costs, hire charges, injury costs etc. Most insurance companies will not accept liability until they know the full cost they are accepting liability for, and sometimes the third party will delay this by either disputing liability or not responding to us. We'll do our best settle your claim as soon as possible, but can't give an accurate timescale on this.

Anything you're not sure about? Please check our FAQs page

If you've got any further questions you can chat with us using the 'Need Help?' button at the bottom of your screen.