FREQUENTLY ASKED
QUESTIONS
Everything you need to know about our accident management services.
General Questions
How soon can you help after my accident?
We provide immediate assistance 24/7, 365 days a year. Our recovery team can be dispatched within minutes of your call, and we'll arrange a replacement vehicle as quickly as possible — often within 24 hours.
Does your service really cost me nothing?
Yes — if the accident wasn't your fault, our entire service is provided at zero cost to you. We recover our fees from the at-fault party's insurance company. You won't pay any excess or hidden fees.
What information do I need to provide?
Just basic details about the accident — when and where it happened, and if possible, the other driver's details such as their name, registration and insurance company. We'll guide you through everything else on the call.
Do I need to contact my own insurance?
We recommend informing your insurer about the accident as required by your policy, but we'll handle the claims process on your behalf. Your no-claims bonus is protected because we claim against the at-fault party's insurer.
Replacement Vehicles
What type of replacement vehicle will I get?
We provide like-for-like replacement vehicles, matching your car as closely as possible in size, type and specification. If you drive a family SUV, you'll get a similar vehicle — not a small hatchback.
How long can I keep the replacement vehicle?
You can keep the replacement vehicle while your own car is being repaired or until your claim is settled. If your car is written off, we'll work to ensure you have transport until you receive your settlement.
Is the replacement vehicle insured?
Yes, all our replacement vehicles come with fully comprehensive insurance included. You're covered to drive the vehicle for the duration of your claim at no additional cost.
I'm a taxi driver — can you help me?
Absolutely. We have a specialist taxi replacement service. We understand that being off the road means lost income, so we prioritise getting taxi and private-hire drivers back to work with appropriately licensed vehicles.
Claims & Legal
Will my no-claims bonus or premium be affected?
Your no-claims bonus remains protected because we claim against the at-fault party's insurer rather than your policy. Insurers may still take any recorded incident into account when calculating a renewal premium, even when you were not at fault.
What if I've been injured in the accident?
If you've sustained injuries, we can connect you with our panel of specialist personal-injury solicitors who work on a no-win, no-fee basis. They can help you claim compensation for your injuries and related losses.
What happens if the other driver is uninsured?
We can still advise you. Claims against uninsured or untraced drivers may be made through the Motor Insurers' Bureau (MIB). The process can take longer, and we'll explain the appropriate route for your circumstances.
How long does the whole process take?
It varies with the complexity of your claim and the responsiveness of the third-party insurer. Simple claims can be resolved in a few weeks, while more complex cases may take several months. We keep you updated throughout.
Still Have Questions?
Our friendly team is available 24/7 to answer any questions you might have.