If you are a UK driver and are wondering how do car insurance claims work, or you just want to understand the process better, then this guide is for you.
In most car insurance claims, you report the accident, give the insurer evidence, wait for the vehicle damage to be assessed, agree repairs or a write-off settlement, and keep records until the claim is closed. If another driver was involved, the insurers will also look at fault and liability before deciding who pays.
We’ll start with the financial side – did you know that the bill for car repairs in insurance claims is rising? In the three months to June 2026, UK insurers paid out a hefty £3.2 billion on motor insurance policies, according to the Association of British Insurers. Higher repair costs were behind much of this record amount. In fact, the average payout per claim was £4,900 [1].
Keeping a close eye on the insurance claim process for car accidents is one way to track your finances should the worst happen. You can speak directly with the insurer or ask an accident management company, such as Claimsline, to help you understand the next steps, the evidence you may need, and the support routes that could apply depending on the circumstances.
Key takeaways
- Knowing how do car insurance claims work can help to make the process less stressful for you
- Insurers usually begin the claims process by seeing whether your policy covers you before deciding what action to take
- A vehicle inspection by a repair engineer highlights what work may be needed and how much it will probably cost
- You can expect a relatively simple claim to take a few days or weeks to be settled, while complex cases could take longer
- Once any repairs and agreed payouts have been finalised, a car insurance claim can be settled and closed
- Accident management companies, such as Claimsline, can help you understand accident reporting, the claims process, recovery, repairs and replacement vehicle options where applicable.
What are the next steps after reporting a car insurance claim?
The insurer begins by checking what your car policy covers and looking at any limits or exclusions. For example, the excess is the amount you must contribute before your insurer pays the balance of the claim.
Insurers will make sure your premium payments are up to date and, if there has been an accident, that you have reported it within their required time limit.
How claims are assessed
Insurers will want to look at all the evidence provided by you and any other parties involved in the claim. Useful evidence might include scene photos, dashcam clips, repair images, messages from insurers and witness contact details.
A vehicle inspection may be required before repairs are authorised. If the damage was excessive, an expert called a loss adjuster could be brought in to assess the situation.
Your insurer will decide who they think was at fault and probably talk to the other driver’s insurer. It’s useful to know you can make what is called a non-fault claim [2] if you think that the other driver caused the accident. Depending on the circumstances of the claim, if the other driver’s insurer accepts liability for the accident, they are likely to pay some or all of your repairs and any related costs.
Who does what during a claim
Looking now at how car insurance claims work, here’s what some of the people working on claims do:
Claims handlers
They are responsible for overseeing the car insurance claim process from start to finish and are often your main contact. They may ask you extra questions about your claim.
Claims engineers
These are the technical specialists who assess the damage. They decide the best way to repair the vehicle or whether it should be scrapped. Engineers can be the people who carry out vehicle inspections.
Repairers
A garage or vehicle bodyshop prepares a quote for repairs, and the insurer has to approve the work.
Carrying out inspections and repairs
A vehicle inspection determines what needs to be done to get your car back to its previous condition. Another inspection might be carried out at the end to check that repairs were done correctly, and your car is safe to drive.
Insurers usually recommend a garage and pay them directly. However, you can choose a garage to do the work and claim the cost back from the insurer. You may be able to use your own repairer, but check your policy and claim route first. Some insurers apply conditions, approval steps, or cost limits if you choose a garage outside their approved network.
Your insurer could decide your car is a write-off if the repair cost is more than the vehicle’s market value or if it was stolen and not recovered. They’ll offer you a settlement payment based on the car’s market value. If you feel the offer is unfair, you can talk to the Financial Ombudsman [3].
At the end of a claim
Once repairs are completed and any payments due have been made to you or other parties, then the claim is said to have been settled, and there is closure on it.
Remember, always tell insurers about your claim history, even for non-fault claims. If you don’t, you could find that your policy is invalid or future claims are rejected by your insurer.
Common misconceptions about car insurance claims
- Even if it wasn’t your fault, when you make a car insurance claim your premiums could still go up. This is because insurance industry statistics indicate that you are more likely to make another claim in future
- You may need to report a car accident to your insurer and the police, even if you don’t make a claim
- You don’t have to accept your insurer’s choice of garage to repair your car
- Car insurance claims cases can be reopened if the insurer receives missing or late information
How Claimsline may help
Claimsline can help you understand your options after an accident, including reporting the incident, vehicle recovery or repairs and whether a replacement vehicle may be available. Where appropriate and eligible, it can 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. You may still need to notify your own insurer, depending on your policy terms. If you were injured, see Claimsline’s personal injury guidance.
The right route depends on the circumstances, including fault, insurance position, evidence, vehicle damage and any injuries. Claimsline can explain the process and what information may be needed, but it cannot guarantee an outcome. Claimsline is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities (FRN 831196).
FAQs
How long can a car insurance claim take?
For straightforward car accident claims, we’re talking days or a few weeks. Complex cases with extensive damage, injuries or disagreements between parties can take longer.
Do I have to report a car accident even if I don’t want to make a claim?
Yes. Insurers usually ask you to let them know within one to two days of the accident. Also, there are three instances when you need to tell the police [4] about an accident. You must stop and exchange details after certain road collisions. If details are not exchanged, someone is injured, or there is suspected offending, you may need to report the accident to the police as soon as reasonably practicable and, where required, within 24 hours.
Will my insurer give me a courtesy car while repairs are done?
You would need to check if a courtesy car is included in your policy. For example, your insurer might only offer one if an approved garage carries out the repair work.
Can I use my car’s dashcam footage as part of my claim?
Yes, if you have footage, you should make it available. It can help if there were no witnesses to an accident.
What if the other driver is uninsured?
If the other driver is uninsured, you may still have options. One route to make a claim is to register on the Motor Insurers’ Bureau portal [5].
How can an accident claims management company help after a car accident?
Accident claims specialists, such as Claimsline, may be able to help you understand your next steps after a car accident, including accident reporting, repairs, recovery and replacement vehicle options where relevant.
What happens next depends on the circumstances of the accident, including liability, evidence, insurance details and whether anyone was injured. The claims company can explain the process and what information you may need before deciding how to proceed.
And finally…
If you feel more confident about how the car insurance claims process works, then you’ll hopefully find the experience a little less daunting. And if you are unsure what to do next after an accident, an accident management company can help you understand your options before you agree to repairs, replacement vehicle arrangements or claim support.
Sources
- the average payout per claim was £4,900 - https://www.abi.org.uk/media-hub/news-post/record-32-billion-paid-out-to-support-motor-insurance-customers-in-q2-2026
- It’s useful to know you can make what is called a non-fault claim - https://www.aviva.co.uk/insurance/motor/car-insurance/knowledge-centre/non-fault-vs-fault-claims/
- If you feel the offer is unfair, you can talk to the Financial Ombudsman - https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance/vehicle-valuations-write-offs
- there are three instances when you need to tell the police - https://www.police.uk/advice/advice-and-information/rs/road-safety/collisions/
- register on the Motor Insurers’ Bureau portal - https://www.mib.org.uk/make-a-claim/
