We’ve broken the process into simple steps so you know exactly what to do, whether it’s a minor bump, a broken window, or a stolen vehicle.
Choose the section below that matches your situation to get started:
What to do after an accident, theft or damage
If you've been in a crash (collision):
- Check if anyone is hurt. If so, call 999 (UK/CI) or 112 (Europe) for emergency help.
- Turn on your hazard lights. If it’s safe, move vehicles out of traffic.
- Swap names, addresses, phone numbers, insurance details, and vehicle registration numbers with the other driver(s).
- Get contact details for any witnesses.
- Take clear photos of the vehicles, the road layout, and any damage (only if safe).
- Call the police if the road is blocked, someone is injured, or you suspect a crime (e.g., drink driving).
If your vehicle has been stolen:
- Call the police immediately and get a crime reference number.
- Contact your insurer as soon as you can, providing the crime number.
- Keep hold of any keys, logbook documents, and purchase receipts.
- If the vehicle is leased or financed, have the agreement details ready too.
If your vehicle has been damaged by fire, vandalism or flood:
- Call the police if the damage was malicious (like vandalism).
- Take photos of the damage (if safe).
- If the vehicle is unsafe to drive, arrange recovery or contact your breakdown service.
- Report the damage to your insurer as soon as possible.
What information to collect before you claim
Once you’re safe and things have calmed down, try to collect some key details. These will help your insurer understand what happened and process the claim more smoothly. If you’re shaken up or injured, just gather what you can. Anything missing can usually be followed up later.
When and where
Date, time, and exact location of the accident.
Other driver’s info
Names, phone numbers, and addresses of any other drivers involved. Note their vehicle registration numbers and, if possible, their insurance company and policy number.
Injuries and damage
Any injuries to people and description of vehicle or property damage.
Witnesses
Names and contact numbers of anyone who saw the incident.
Police reference
Officer’s name and incident reference number, if police attended or you reported it.
Photos
Take pictures of the scene and damage — only if it’s safe to do so.
💡 Why this helps
- Makes the claims process quicker and easier
- Helps your insurer deal with claims made against you
- Supports your case if the accident wasn’t your fault
⚠️ Don’t admit fault
Try not to say “sorry” or accept blame, even if you think you were responsible. It’s completely natural to say something kind in the moment, but legally, fault is decided later by the insurers, based on all the evidence. Just focus on staying safe and swapping details.
How to report your claim and who to contact
Once you're safe and have the key details from Step 2, the next step is to report the accident. Even if you don’t plan to claim for your own car, it's still important to let your insurer know — the other driver might claim against your policy.
Let’s Get You Moving Forward
We work with several insurers. Find your provider below and follow the instructions to report the accident.
NFU Mutual
- Describe the incident in your own words
- If it’s outside office hours, leave a message or submit the form
- 24-hour assistance line available
Insurance Corporation
- We'll send you the claims form above
- Fill the form and send it to [Email?]
For Other Insurers
Please contact your insurer directly using the claims info in your policy documents.
Can’t Find Your Documents?Help with breakdown, legal advice, or windscreen damage
Breakdown
- European Motor Assistance – Gold Policyholders
- Jersey: 0800 197 1013
- Guernsey: 0800 197 1015
- Europe: +44 117 934 2177
✅ NFU Mutual policies
Include breakdown cover.
⚠️ Other insurers
May not include cover — check your policy or call us.
Motor Legal Protection
- If you would like to make a claim or you need advice after an incident, call ARAG as soon as possible.
- 0800 587 8876 (NFU Mutual Policyholders Only)
✅ NFU Mutual policies
Include ARAG Legal Expenses Insurance cover.
⚠️ Other insurers
May not include cover — check your policy or call us.
Windscreen Damage
- Go to one of our approved repairers or an auto glass specialist. If your cover is in place, repairs can be done, but you may need to pay an excess.
- They’ll check if it can be repaired or needs replacing
What happens after you report a claim
Once you’ve informed us of the accident and provided the initial details, we’ll take it from there and guide you through the rest of the journey. Here’s what will happen next:
Step 1: 🧑💼 You’ll be assigned a claims handler
A dedicated claims handler will be your main point of
contact.
They’ll:
- Review the information you've provided
- Ask any follow-up questions if anything needs clarification
- Explain what your policy covers, including your excess
(That’s the amount you pay toward the cost of a claim. It’s
either
deducted from a payout or paid directly to the
repairer.)
You can
ask them anything about the process — their job is to keep
things
moving and keep you informed.
Step 2: 📋 They'll check what your policy covers
The insurer will confirm if the accident is covered under
your motor
policy.
If something isn’t included, it’ll be explained
in plain
terms.
- Accidental damage and third-party liability are usually covered
- You may need to pay an excess
- Some features (like courtesy cars or breakdown cover) vary depending on your insurer and policy type
Everything will be clearly explained before repairs or payments go ahead.
Step 3: 🚗 Damage will be assessed
The insurer will arrange to assess the damage to your
vehicle.
This might involve:
- Asking you to take your car to a local garage
- Referring your car to an approved repairer (more on that in the next section)
Using an approved network can help speed things up — they’re used to working with insurers and can often start repairs quickly.
From here, the process will branch slightly depending on the severity of damage:
If Your Car Can Be Repaired
If your car can be fixed, there are a couple of ways to go ahead with repairs. What happens next depends on how you choose to get it repaired.
Option 1: Use an Approved Repairer- This is usually the quickest and easiest option. The repair is arranged for you.
- Give the claims handler the name of the Approved Repairer and they will send them all the details.
- The repairer will contact you, often the same day, to book a time that works for you to inspect the damage and take some photos.
- You’ll get a courtesy car, subject to the approved repairer’s availability.
- Repairs are guaranteed for 3 years and done by BSI Kitemark garages.
- Many garages offer pick-up and return. Your car will be cleaned before it’s returned.
- You only pay your excess. The garage bills the insurer for the rest.
- You’re also free to use a garage you know or prefer. However, the process may take longer.
- The Repairer will be asked to provide an estimate and images of the vehicle.
- You might be asked to get a comparative quotation.
- An engineer will be instructed to liaise with the Repairer to agree repair costs and appropriate repair methods. Repairs cannot proceed without an Engineer’s authorisation.
- A loan car may not be included
- You’ll need to handle more of the coordination yourself.
- Go to one of our approved repairers or an auto glass specialist.
- They’ll check if it can be repaired or needs replacing
- You’ll pay just the glass excess (sometimes nothing at all)
- They’ll bill the insurer directly, no forms to fill in.
If Your Car Is a Total Loss (Not repairable or stolen)
Sometimes, the damage is too severe to repair, or the car has been stolen and isn’t found. The insurer won’t arrange repairs and will look to settle the claim financially.
Step 1: Assessment and DecisionA motor engineer will complete an assessment. If the car damage is deemed to be “beyond economical repair” For example: the cost of repairs exceeds the car’s value, the car will be declared a total loss (also called a “write-off”)
You'll need to provide the police crime reference number.
Step 2: Claims Handler Support- The vehicle registration document, (V5C) and any receipts (Example: for car towing), if you still have them
- All sets of keys to the car
- Details of any finance or lease agreement (company name and account number)
- Info about any private/personalised number plates
- Hint: Start gathering these items early, so you’re ready when asked.
The instructed motor engineer will work out the market value of your car, what it was worth just before the accident or theft and call you to discuss and agree.
This is based on:
- Your car’s make, model, age, and mileage
- Condition before the accident
- Market prices for similar cars in your area
- Trusted valuation guides (like Glass’s Guide)
- Once a value is agreed, the Motor Engineer will notify the Insurer settlement has been agreed. You will be required to submit your vehicle registration document to your local office, together with bank details before payment can be issued.
- In the event you wish to retain your vehicle registration number , please arrange to do so with your local driver vehicle licensing Department prior to submitting your document to Islands.
- If your vehicle is subject to a hire purchase or finance agreement, the Insurer will ask for written details from the provider. The insurer will pay the finance company first, and any amount left over goes to you. The Insurer will not pay more than the market value of the vehicle.
- For details of your no claims discount, please refer to your policy schedule.
- If the policy schedule states No Claims Discount is ‘Protected’ your No Claims discount will not be reduced if you make fewer than three claims in any five consecutive periods of insurance.
- If the policy schedule states No Claim Discount is not protected, the discount might be affected upon submission of a claim.
- The no claims discount can be reinstated if the Insurer is successful in recovering costs incurred (this is usually from a Third Party who has been found at fault for the incident notified)
- If the Insurer is able to recover the costs, regardless if you are considered to be ‘at fault’ for the incident your discount is likely to be affected
- Your claim handler will explain how this works based on your policy.
Once the settlement is paid:
- Upon settlement of the claim, the car becomes the insurer’s property
- A salvage company will be instructed to collect it from you or the repairer
- The insurer will handle any paperwork with the vehicle licensing authority
Before it’s collected:
- Remove all personal items (dash cams, sunglasses, charging cables, etc.)
- Remove your insurance disc , if fitted
- Tell your handler if you have private plates, so they can help protect them
If Your Car Was Stolen
- Report it to the police: Get a crime reference number
- Let us know: Give the reference when reporting the theft.
- Courtesy car: A loan car is usually available for up to 14 days.
- Documents: Your handler will ask for keys, logbook, and finance info.
If it’s found and undamaged, we’ll talk to you about the outcome.
Keeping You on the Road (Courtesy cars and transport while your claim is being sorted)
We know how disruptive it is to be without a car, especially if repairs take time or your car is written off. That’s why, wherever possible, your insurer will help keep you mobile. If your car is in for repairs with our approved repairer and you have a NFU Mutual policy, you’ll get a courtesy loan car for the duration of the repairs from one of our approved repairers.
- If your car is being repaired: If your car is being fixed by an approved repairer, a small courtesy car is usually included for the length of the repair.
- If your car can’t be driven: If your car is undriveable after the accident (such as needing a tow), please let us know when you file the claim. We can help arrange for recovery. A courtesy car is available while your situation is addressed assessed.
- If your car is written off or stolen: If the car is declared a total loss or has been stolen and not recovered, a courtesy car is usually provided for up to 14 days. This gives you time to arrange a replacement or consider your options.
- Courtesy cars are standard small vehicles, and not always a like-for-like replacement of your own vehicle.
- The Repairer may require a copy of your driving license.
- The Repairer will advise if there are any restrictions to the use of the courtesy vehicle.
- Courtesy vehicles cannot be taken off island.
If you make a claim under the policy, your insurance will automatically extend to cover the courtesy vehicle under the same conditions as your own. Anyone operating the courtesy car must be protected by your existing policy. Your claims handler is available to address any questions you might have. Whenever feasible, we can organise the delivery and collection of the courtesy car to simplify the process.