Motor Claims Guide

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First Steps

If an incident occurs which may give rise to a claim, please report the incident to us as soon as you can.

Even if you’re not making a claim for damage to your own vehicle, you may find yourself facing a claim from the other person involved. We will give you help and advice and deal with any claims made against you.

If your vehicle has been stolen, or involved in a serious incident please also contact the local police. Make a note of the crime or incident reference.

If you or your passengers have been hurt or injured please seek medical assistance as soon as possible.

Contact your local claims team (9:00-17:00)

Jersey: 01534 835 383
Guernsey: 01481 710 731
Alderney: 01481 824 100

Contact our 24-hour claims helpline

Within the UK: 0345 604 7012
Outside of the UK: 00 44 29 2055 8659

To contact the local police, fire or ambulance service

In an emergency: 999
Jersey Police non-emergency: 01534 612612
Guernsey & Alderney Police non-emergency: 01481 725111
In Europe: 112

What the law says

  • Stop – if anyone is injured or other vehicles or property are damaged
  • Provide your (or the vehicle owner’s) name, address and insurance details to anyone with good reason to need them
  • Report to the police, preferably immediately, but certainly within 24 hours if anyone else is injured or you have not exchanged details at the scene

Review your policy documents

Your policy documents include more detail on exactly what is covered and how we can help. Please ensure you review your policy documents and insurance schedule in detail before making a claim.

What to do if someone else is involved

Don’t

Apologise or accept responsibility at the scene, even if you think that you may be to blame.

Do

Collect as much information as possible about the incident.

Making a Claim

Before making an accident claim please have details of:

  • Date, time and location of the accident
  • Names, addresses, phone numbers of any other drivers involved and their vehicle registration numbers
  • If someone else is involved note their policy numbers and insurance company names which will be shown on their Windscreen Insurance Display (“WID”) for local vehicles, if possible take a picture
  • Names, addresses, phone numbers of all passengers and which vehicle they were in
  • Details of the injuries suffered
  • Details of any property damaged
  • Names, addresses and phone numbers of any witnesses
  • Police officers’ details and incident reference number
  • Photographs of the scene and any damage. Only take photos where it is safe to do so
  • Any other information or documentation that you think is relevant to your claim

Remember, the more details you give us, the quicker we can process your claim.

Motor claims forms

Why do Islands need all this information?

This information is important because it will help us to contact anybody else involved in the incident.  If you are not at fault, having all this information will give us a much improved chance of recovering any money we have paid and help you recover any losses not covered by your policy such as the excess. It will increase the likelihood of the claim not affecting your No Claims Discount.

If you are at fault for the incident, it gives us the opportunity to contact the other driver, manage their repair and courtesy car costs, and make sure that we do all we can to keep their claim costs to a minimum. Plus, the sooner we start to pursue the recovery the more likely we are to successfully recover our costs, and you will be more likely to recover any losses not covered by your policy.

Whether you are at fault or not, this information is extremely valuable as it helps us to manage costs effectively – which ultimately helps to minimise the impact of claims on your premium.

What happens if the damage is repairable?

  • Glass / windscreen repairs
  • Approved repairer scheme
  • Non-approved repairers
Glass / windscreen repairs

Our approved glass repair and replacement service is provided by Autoglass, call them direct on 0800 363636. Autoglass will explore whether your glass is repairable or needs replacing and then book you in at a time and place to suit you.

The only charges you will have to pay are the excess (replacement only – repairs are free!). Autoglass will send us the bill and that should be it.

Approved repairer scheme

As an Islands Insurance customer you have access to the free benefits of our approved repairer service.

Our approved repairer service is free of charge and part of your cover provided that the damage is covered by your policy when you report your claim to our Claims Department. They will find the nearest approved repairer, give you the details and let you know when to expect a call from them to book your vehicle in for repair and arrange the loan car.

The repairs and costs will be monitored by our team of motor engineers to ensure that repairs are carried out properly. The only charge you will have to pay is the excess (which your claims handler will tell you about). The Approved Repairer will send us the repair bill which we will pay and that should be it.

Find an approved repairer

The benefits of using an approved repairer:

  • Repairs can start straight away and will be completed as quickly as possible to minimise the inconvenience
  • You do not need to worry about getting estimates
  • Repairs are guaranteed for 3 years
  • You will be provided with a loan car to keep you mobile while your vehicle is being repaired. Remember, this a courtesy car and not a like for like replacement for your damaged vehicle
  • Your vehicle will be collected and returned to you cleaned inside and out
Non-approved repairers

Whilst we would encourage all our customers to use our approved repairer service, you are of course free to choose your own repairer if you wish.

However you may find that:

  • You have to get an estimate or estimates
  • Repairs will not start until one of our motor engineers has approved the repair method and costs with your repairer. Sometimes the damage may need to be inspected
  • Your repairer is unable to provide a loan car
  • Your repairer is unable to guarantee the repairs. We will not provide any guarantee on repairs
  • Your repairer may not be able to provide a collection and delivery service or clean the vehicle inside and out

What if the damage is not repairable?

  • Total loss process
  • Valuation
  • New Vehicle Replacement
Total loss process

It may be immediately obvious that your vehicle is not going to be repairable either because the damage is so severe or, especially with older vehicles, simply not an economic proposition.

Our Claims Department will make an initial assessment when you report your claim to them. If they assess your vehicle to be beyond repair they will arrange for your vehicle to be collected by our local salvage contractor Copart for safe storage whilst we settle you claim. In some cases we may need to have your vehicle inspected by an engineer.

Before your vehicle is collected by Copart, it is important to remember to remove all your personal possessions from the vehicle – not forgetting the Windscreen Insurance Display “WID”. You will need to supply us with your vehicle documents ( Registration Document, original purchase receipt, keys etc) so it is a good idea to find them and have them ready. We will let you know where they need to be sent.

If your vehicle has special number plates you will need to make that clear to the claims handler and follow the correct processes as laid down by the Vehicle Licensing Authority to make sure that your interest in the plates is protected so that you can transfer the plates to your replacement vehicle. If the vehicle is the subject of a lease or hire purchase agreement it will help to locate the agreement and provide details when you send in your documents.

Once we have made all the necessary checks (eg finance company) and one of our engineers has assessed the value of your vehicle we will contact you to discuss settlement of your claim. If your policy has been set up on an agreed value basis this is the amount you will be paid less your excess.

We will notify the Vehicle Licensing Authority that your vehicle has been written off and once we have agreed the settlement figure and sent you the payment, the vehicle belongs to us and will be disposed of by our salvage contractor. Where there is an outstanding balance on any finance arrangement we are obliged to pay the finance company this amount, and you will be paid the remainder up to the agreed value of the vehicle less any excess and outstanding premiums.

Valuation

If your vehicle is stolen or a total loss we will settle your claim by paying you the market value of your vehicle unless you are entitled to new vehicle replacement.

To establish the market value of your vehicle we use a number of sources including Glass’s Guide, AutoTrader adverts and dealer websites. The market value will take into account the exact model of your vehicle and any optional extras as well as the overall condition of your vehicle allowing for the recorded mileage and any pre-accident damage for example.

When we discuss the market value with you it will help if you have done some research of your own and we recommend that you take a look at similar vehicles for sale in your area.

New Vehicle Replacement

If your policy provides this benefit and the vehicle is stolen, beyond economic repair or the repairs will cost more than 60% of the manufacturer’s list price within the new vehicle replacement period, then we will pay the cost of replacing your vehicle with one of the same make, model and specification. You have to own the vehicle or be buying it under an agreement where the vehicle becomes yours. If a replacement is no longer available then we pay you the amount you paid for your vehicle.

What do I do if my vehicle is stolen?

  • The first thing to do is to report it to the police. Make a note of the crime or incident reference.
  • Next report the claim to our Claims Department.
  • Depending on the circumstances of the disappearance, further investigations may be required. You will be told what those enquiries will entail, who will be contacting you, and when.
  • You will be provided with a courtesy car for a period of 14 days whilst we carry out enquiries.
  • You will need to supply us with your vehicle documents (Registration Document, original purchase receipt, keys etc) so it is a good idea to find them and have them ready. We will let you know where they need to be sent. If your vehicle has special number plates you will need to make that clear to the claims handler and follow the correct processes as laid down by the vehicle licensing authority to make sure that your interest in the plates is protected.
  • If the vehicle is the subject of a lease or hire purchase agreement then it will help to locate the agreement and provide details when you send in your documents. We may need you to contact the lease or hire purchase company as they often require authority from you to allow them to discuss your finance agreement details with us.
  • Once we have made all the necessary checks (with the police and/or any finance company) and one of our engineers has assessed the value of your vehicle, we will contact you to discuss settlement of your claim.
  • We will notify the vehicle licensing authority that your vehicle has been stolen and once we have agreed the settlement figure and sent you the payment, the vehicle belongs to us if it is ever found.
  • For information about how we value your vehicle and the new replacement vehicle benefit see What if the damage is not repairable?

Keeping you on the road

Once your claim has been acknowledged and cover confirmed, if you use our approved repairer service they will provide you with a small courtesy loan vehicle whilst they carry out the repairs.

If your vehicle is stolen or is declared to be beyond repair then we will provide you with a loan vehicle for up to 14 days. It may be possible to have the vehicle delivered and collected. Please note, this is not a like for like replacement for your damaged vehicle.

Please note:

  • We cannot guarantee that vehicles with special features such as tow bars, dual control, automatic gearbox, roof bars, child seats etc. will be available, but our nominated supplier may be able to assist you with these for an additional charge.
  • The courtesy car must be driven by someone covered by your certificate of insurance.

Motor Claims Forms

When you have reviewed your policy documents and are confident you have a valid claim, please complete the applicable claim form(s).

If you would prefer to speak to one of our team, we will be happy to help. Please contact us or request a callback and one of our insurance experts will be in touch as soon as possible.

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Request a callback

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