What Is Vehicle Accident Management?

Summary

• Accident management covers recovery, repairs, a replacement vehicle, and cost recovery from the at-fault insurer after a non-fault claim, subject to eligibility.
• Section 170 of the Road Traffic Act 1988 requires a driver to stop, exchange details, and report to police within 24 hours where details cannot be given at the scene.
• An accident management company may arrange a replacement vehicle, subject to eligibility, so a non-fault driver can stay mobile while repairs are carried out.
• Choosing to claim through accident management rather than a driver's own policy may reduce the risk to the no-claims discount in many non-fault cases, although this isn’t guaranteed.
• Reading the terms of any agreement before signing gives a driver a clear picture of how the process works.

According to the Department for Transport, final figures [1] show that there were 101,525 reported road collisions involving injury in 2025, with 127,883 casualties, little change from 2024. And these are only the reported collisions. That is a lot of people who have had to manage the stress and upset of a car accident and the consequences of having to deal with insurers. Sometimes, trying to manage the insurance process can feel as stressful as the accident itself. This is where a vehicle accident management service can help. If another driver caused your accident, a car accident management company may be able to arrange recovery of your vehicle, repairs and a replacement vehicle, subject to eligibility. They may then be able to pursue the costs from the at-fault driver’s insurer, so you may not need to claim on your own policy, which may reduce the risk to your no-claims discount. You may still need to notify your own insurer, depending on your policy terms.

What is accident management following a car accident?

Accident management is a service provided by an accident management company. They can coordinate the recovery, repairs, and a replacement vehicle after a road accident, subject to eligibility, then seek to recoup the cost from the at-fault driver's insurer instead of you claiming on your own policy. The accident management company can explain your options and, where appropriate and eligible, arrange support through working partners such as a recovery company, repairer or hire company, so you do not have to chase repairers and hire companies separately. Where liability is accepted or established, the hire company or repairer seeks the charges from the at-fault insurer. Subject to eligibility, you may not need to pay costs upfront or manage multiple suppliers yourself.

When is vehicle accident management used?

Accident management works best where another driver caused the collision and their insurer is expected to meet the repair, recovery, and replacement vehicle costs. If it is clear the other driver is liable for the accident, you may be able to recover your losses from their insurer without claiming on your own policy, and you may not need to pay an excess, subject to eligibility. Where fault is shared or disputed, the accident management company and its working partners such as a recovery company, repairer or hire company may help gather the information needed to establish liability, and should keep you informed of how your case is progressing. Depending on the company you use, they may pay some money towards your insurance excess.

For at-fault or single-vehicle accidents, a claim through your own insurer is usually the appropriate route.

What happens immediately after a car accident?

You must stop at the scene, exchange details with anyone who has reasonable grounds to ask, and obtain the other driver’s vehicle registration number. If you are not able to do this, for example because you have been injured or the other driver has fled the scene, you (or someone else if you are in hospital) must report the accident at a police station or to a constable as soon as reasonably practicable and, in any case, within 24 hours of the accident occurring. These duties apply to any accident causing injury or damage to a person, vehicle, animal, or property, and extend across England, Wales, and Scotland under section 170 of the Road Traffic Act 1988 [2].

When it comes to evidence, photographs of vehicle positions, damage, the road layout, and any skid marks should be collected at the scene if possible. You should also note the time, weather, and road conditions, collect the other driver's name, address, registration, and insurer, and record the names and phone numbers of independent witnesses. If you choose to use an accident management company, they will use the evidence you have gathered to support your claim if liability is disputed.

If you wish to use vehicle accident management, it is best to call a company as soon as possible.

How do recovery and repairs work?

In car accident claims, vehicle recovery and repairs after an accident begin with moving a damaged car from the scene to a repairer or a safe location, then restoring the vehicle to its pre-accident condition through a repairer network. Using an accident management company after a non-fault accident means recovery and repair may be arranged without you needing to fund the work upfront, subject to eligibility, with the cost pursued from the at-fault insurer. Repairs should be carried out to manufacturer standards using genuine parts wherever possible, and you can ask at any point about the warranty attached to the work and who remains responsible if a problem arises later.

How do replacement vehicles work in a car accident claim?

Replacement vehicles from accident management companies can help ensure you are not stranded without a vehicle whilst yours is being repaired after an accident. Subject to eligibility, the company will aim to arrange a like-for-like vehicle wherever possible, so you are not left without transport whilst repairs are being completed.

This differs from a standard courtesy car, which is often a smaller, basic vehicle offered temporarily by a repairer. An accident management company replacement vehicle is matched more closely to what you were already driving, and the cost of providing it is usually sought from the at-fault insurer as part of the overall claim.

How does accident management work alongside insurers?

An accident management company can explain your options and, where appropriate and eligible, arrange support through working partners such as a recovery company, repairer or hire company. Where liability is accepted or established, the hire company or repairer seeks the charges from the at-fault insurer. This can reduce the stress of having to explain what happened to multiple people. You may still need to notify your own insurer, depending on your policy terms.

What is credit hire?

Credit hire is the mechanism that can allow you to have a replacement vehicle provided after a non-fault accident, subject to eligibility, with the cost sought from the at-fault driver’s insurer once liability is established. If the costs cannot be recovered, you could become responsible for some or all charges, depending on the agreement.

A credible accident management company will work within the industry's General Terms of Agreement [3], a framework that sets agreed rates and timescales between credit hire firms and insurers, which helps keep the claims process straightforward for everyone involved.

What are the common misconceptions about vehicle accident management?

Most confusion about accident management comes from three assumptions:

• that it duplicates a driver's own insurance claim,
• that it involves extra paperwork, or
• that it will affect a no-claims discount.

It is important to note that:

• Accident management is not the same as car insurance claims; it is an alternative route that pursues the at-fault insurer directly.
• In many cases a non-fault claim managed correctly may not affect your no-claims discount, where the cost is recovered from the at-fault insurer, although this isn’t guaranteed.
• Every agreement should be explained in full before you sign anything, so there should be no surprises about how the process works.

How do you choose an accident management company?

Choosing an accident management company requires checking how the firm handles repairs, replacement vehicles, and communication throughout a claim. Clear, upfront explanation of the process from the first phone call is the most useful sign that you are dealing with a reputable provider. It is also crucial that the person you talk to is helpful and friendly. A car accident is a stressful event, and you or one of your passengers may have been injured. A reputable accident management company will have fully trained staff who will help you to feel calm and at ease. By the time you get off the phone, you should feel clear about the next steps.

• Ask how quickly recovery and a replacement vehicle can be arranged after the first call.
• Check whether the company works within the General Terms of Agreement, which sets agreed rates and timescales with insurers.
• Ask whether repairs come with a warranty and whether genuine parts are used.
• Confirm how the company keeps a driver updated as the claim progresses.
• Compare the level of support offered against simply claiming through a comprehensive policy.
• Check the organisation’s reviews.

Frequently asked questions

Is accident management the same as insurance claims?

No, accident management is a separate service that can arrange recovery, repairs, and a replacement vehicle, subject to eligibility, then seeks to recover costs from the at-fault insurer. Making an insurance claim means you activate your insurance policy, which could affect your no-claims discount, even if you were not at fault.

Does a driver pay for a replacement vehicle?

Not usually in a straightforward non-fault claim, subject to eligibility, since the cost of the replacement vehicle is sought from the at-fault driver’s insurer as part of the claim. If costs cannot be recovered, you could become responsible for some or all charges, depending on the agreement. An accident management company will explain the terms of the arrangement before anything is signed so you know exactly how the process works.

Must every accident be reported to the police?

No, only where the law requires it. Section 170 of the Road Traffic Act 1988 requires reporting within 24 hours where details cannot be exchanged at the scene, or where there is injury. You should always call the police if someone is hurt, there is damage to a third party’s property, a farm animal or dog is injured or killed, another driver fails to stop, or a staged accident is suspected.

Does accident management affect a no-claims discount?

Often not, provided it is confirmed the accident was not your fault and all costs are recovered from the at-fault insurer, although this isn’t guaranteed. If you claim directly through your insurer, or liability for the accident is disputed, your no-claims discount could be affected.

Is it worth using an accident management company?

For a straightforward accident that was not your fault, using an accident management company may save you hassle, money upfront, and time without a car, subject to eligibility. However, you need to understand the agreement and ensure the accident management company you use is transparent about how liability works if something goes wrong with recovering the claim from the other side’s insurer.

What should a driver do first following a car accident?

You should stop, check that everyone is OK, and then exchange details such as names, addresses and telephone numbers. If you are able, try and gather evidence at the scene, for example, take photographs and get the names and phone numbers of any witnesses. If you wish to use an accident management company, it is best to contact them within 24 hours of the accident.

If you believe your accident wasn’t your fault and want to understand your options, you can call Claimsline on 0333 006 8282.

Claimsline is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities (FRN 831196).

Sources

1. final figures - https://www.gov.uk/government/statistics/reported-road-casualties-great-britain-final-results-2025 (collision count: https://www.gov.uk/government/statistical-data-sets/road-safety-open-data)
2. section 170 of the Road Traffic Act 1988 - https://www.legislation.gov.uk/ukpga/1988/52/section/170/enacted?view=plain
3. General Terms of Agreement - https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Fwww.gtacredithire.com%2Fwp-content%2Fuploads%2F2026%2F02%2FGTA_new_wording_10_2_26-v11.1-FINAL-Tr-Ch-for-website.docx&wdOrigin=BROWSELINK