After a crash, the first priority is safety and medical help—not the insurance paperwork. Once immediate risks are controlled, a simple evidence and notification routine can prevent avoidable disputes.
1. Make the scene safe
Check for injuries and contact emergency services where needed. Do not put yourself in danger to take photographs. Follow police and traffic requirements that apply to the incident.
2. Record facts, not arguments
When safe, record location, time, road conditions, vehicle positions, visible damage and registration numbers. Exchange basic driver/vehicle information. Avoid making speculative admissions about fault at the scene; describe what happened factually to the insurer and authorities.
3. Notify the insurer promptly
Use the insurer’s official claim number, app or website. Note the claim reference and the instructions given. If the vehicle needs towing, ask whether the policy has an approved roadside or towing process.
4. Do not authorise major repairs too early
For own-damage claims, insurers may require inspection or survey before repairs. A network garage can often coordinate this, but you should still understand what has been approved. If urgent action is required to prevent further damage, document why it was necessary.
5. Keep a repair paper trail
Save estimates, survey communications, approval notes, invoices and payment receipts. If the insurer excludes an item from the estimate, ask which policy clause or assessment explains it.
6. Theft and serious incidents
Vehicle theft and accidents involving injury, death or significant third-party damage can require police documentation and legal processes beyond an ordinary garage claim. Follow the insurer’s official checklist and applicable law rather than relying on social-media advice.
7. If you disagree with the settlement
Request the calculation in writing. Check IDV, depreciation, deductibles, add-on terms and excluded repair items. Escalate through the insurer’s grievance mechanism if the explanation does not match the policy.
Keep these details together
- Policy number and insurer helpline
- Driving licence and registration details
- Photos/video where safe and lawful
- Police reference where applicable
- Claim number
- Garage estimate and insurer approval
- Final invoice and settlement calculation
What to document at the scene when it is safe
Photograph the vehicles, visible damage, road position, number plates and relevant surroundings without putting yourself in danger or obstructing emergency services. Record the date, approximate time and location. Exchange the information required for the claim and keep details of any police report or other official record that applies to the incident.
Do not authorise major repairs before understanding the claim process
For an own-damage claim, the insurer may need inspection, photographs, a repair estimate or survey before substantial work begins. Towing and emergency steps may be unavoidable, but for planned repair work follow the insurer’s current process. If you use a network garage, ask what is cashless, what is payable by you and whether any item requires separate approval.
Keep a post-accident checklist
- Policy number and insurer helpline saved in the phone.
- Vehicle registration, licence and required documents accessible.
- Photos and incident notes backed up.
- Claim/reference number recorded.
- Repair estimate and insurer approvals retained.
- Final invoice and payment proof saved after repair.
For injuries, third-party claims or disputed liability, the process can extend beyond a simple vehicle repair. Use the insurer’s official guidance and obtain appropriate professional help when the circumstances require it.
Sources and verification
Insurance rules and product terms change. These official sources are the starting point for checking the current position before you act.