Key takeaways
- Provide as much detail about the accident, the other driver and your insurance as possible.
- Photos, dashcam footage and witness statements are useful to provide context.
- Even if information is missing, you can still talk to the accident management company; gaps can often be filled in later.
- Your information should only be shared with relevant organisations.
What details do I need if someone hits my car?
One of the key pieces of information an accident management company needs is a clear understanding about how the accident happened. When explaining what occurred, try not to speculate about what you thought the other driver was doing; just describe their actions. There's no need to attribute blame at this stage, as the insurance companies will make that decision.
Details to provide include:
- Date and time of accident. If you can't remember the exact time, try to provide an estimate.
- Where the accident took place. A road name or a map pin location is very useful.
- Order of events. Explain how the accident unfolded from your point of view.
- Weather and road conditions. Was it raining and if so how hard? Was it bright sunshine or was the sun low in the sky? Was the road congested, lit or unlit, single lane or dual carriageway?
- Location of car after accident. Did the car leave the road, or end up pointing in the wrong direction?
- Damage to vehicles. Outline the damage to your car and any other vehicles involved.
- Injuries sustained. Were you or anyone in your car injured in the accident?
- Incident number. If the police were involved, give the incident number and any names of the officers who were on scene.
What information about the other driver is useful?
Even if your car appears undamaged and there are no injuries to you or your passengers, it's still a good idea to exchange details with the other driver, or drivers involved in an accident. You may find an injury surfaces after the accident or there is actually something wrong with your car which could lead to a claim.
Useful information to provide to an accident management company includes:
- Driver's name and address. Plus, a phone number if they'll provide one.
- Vehicle registration, make and model.
- Car owner's details, if different to the driver's name. For example, if the vehicle is a work car or van.
- Insurance provider and policy number.
In England, Wales and Scotland, it's a legal requirement for drivers to give their name and address, the vehicle owner's name and address and the vehicle's registration if there have been any injuries or damage to cars or other property during the accident[1]. If someone is injured, they must also produce their insurance certificate. Northern Ireland has its own road traffic legislation. If you don't have all these details, just provide as much information as you can. The police may be able to provide more details if the accident was reported and there is an incident number.
If the driver failed to give their details at the scene of the accident, you suspect they are uninsured or under the influence of drink or drugs, or they leave the scene of the accident, you can report them to the police online or by calling 101[2].
Which documents about your car and insurance will you need?
Please bear in mind that the accident management company and your insurance company are two separate organisations. See also insurer or accident management company.
The accident management company does not have automatic access to your insurance details. You'll need to tell them whether you have been or plan to be in touch with your insurance company. Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms.
Your insurance policy details can usually be found in your policy schedule and policy booklet. Have these to hand when you contact the accident management company. They'll need to know:
- Insurer's name and contact details
- Policy number and policyholder's name
- Whether cover is comprehensive or third party
- Claim reference if you've made a claim
The accident management company may also ask for details about your driving licence and the car registration document (V5C).
To progress with getting you help with recovery or a replacement car, you should tell the accident management company:
- Your car registration, make and model
- Whether you own, lease or finance the car
- The reason for your journey
- The extent of the damage to the car from the accident
Why are photos, dashcam footage and witness details helpful?
Our perception and understanding of events in a stressful situation can sometimes be difficult to recall clearly, so having photos or dashcam footage of how the accident happened and how the scene looked afterwards can help clarify what happened.
This type of photographic evidence is very useful to accident management companies, especially for a non-fault accident claim. Missing details can also be why some car insurance claims take longer. It will help them understand what happened and what sort of support you need following the accident. Repairers making vehicle repairs after an accident will also find this information useful.
Photos, dashcam footage and witness statements help provide context. If the car was hit while stationary, my car was hit while parked has useful evidence tips.
Ideally, try to have evidence of:
- damage to your car
- damage to other cars involved
- the road layout
- positions of vehicles
- skid marks or debris on the road
- weather and travelling conditions
If there were witnesses to the accident and you have their details, you can also pass them on to the accident management company. They will need to know the witness's name, address and contact details as well as where they were when the accident took place.
This information can be used to corroborate your version of events and provides a valuable third party perspective.
What if you're missing some information?
It may seem that accident management companies need a lot of detail, but if you don't have all this information to hand straightaway, it's not a problem. It's usual to have some gaps in your information. As long as you have some key details, then you can still get in touch to discuss what support the company can offer you. Key information includes:
- The other driver's name and address
- Their vehicle registration number
- Car owner's details if different
- The other driver's insurance details
- Details about your car and insurance
The accident management company will explain what's needed. If you're missing any details, don't be tempted to guess what happened to fill in the gaps. Evidence may come to light after the accident that can help complete the picture.
Make a note of what's missing and go back over any photographs or video evidence you have. Details such as registration numbers may be visible from the stills. Any new information can be added to the file at a later date.
The more information you can provide to the accident management company at this early stage, the easier it can be later down the line. If the company can get a clear picture of whether your vehicle needs recovering, whether it can be repaired and if you need a replacement car, they can start arranging the support you've agreed to.
How is your information used and shared?
The information you provide is used to deliver the accident management services that are available to you and that you require, such as roadside recovery, vehicle repair and vehicle replacement or credit hire. Vehicle recovery explained and what an accident management company does cover those services in more detail.
If you've had a car accident that was not your fault, an accident management company may be able to arrange these services on your behalf, depending on your eligibility and whether liability is likely to be accepted. But they'll need to understand how the accident happened, who was involved and the extent of any damage to your car. This way they can decide what services they can offer you.
Replacement vehicles and repairs may be provided on credit terms (see also credit hire myths). Where liability is accepted or established, the hire company or repairer seeks the charges from the at-fault insurer. If liability is disputed or costs can't be recovered, you could become responsible for some or all charges. The terms should be explained to you before you sign anything.
Once you've agreed what services you want, they may need to share certain details with the companies that provide these services. For example, the recovery company, the garage that takes on the repairs or the organisation that provides a replacement car. The accident management company may also need to share information with the insurance company of the at-fault driver and, if you've been injured, with solicitors or medical experts.
But not every organisation will receive all your details. They should only be told what they need to get the work completed.
Details they could receive can include:
- Your name, address, phone number, email address and date of birth.
- Date, location and context of the accident, including photos and witness statements.
- Car registration, ownership, licence, damage and insurance.
- Medical reports and assessments if you were injured.
- Costings for repairs and car hire and other expenses.
In the UK, all this information will be processed under UK data protection laws, including the UK GDPR and the Data Protection Act 2018[3]. Data protection legislation safeguards your personal information. Any organisation responsible for collecting and using personal data must do so in a lawful, fair, transparent and accurate way.
Frequently asked questions
What if I didn't get the other driver's insurance details?
The accident management company may be able to trace the other driver's insurer through their registration number if the company has access to Navigate from the Motor Insurers' Bureau, which is only available to authorised professionals[4]. This platform can be used to verify a vehicle's insurance status.
Do I need a police reference number?
Not necessarily. You generally only have to report an accident to the police if details weren't exchanged at the scene, or if someone was injured and an insurance certificate wasn't produced. If you have a police reference number, it can be useful to an accident management company as a collision report may be requested from the accident. In London, for example, the Metropolitan Police lets you request a collision report online[5].
Will my information be shared with repairers or hire companies?
Yes, it's quite likely that if you want these accident management services, your personal details will be shared with the organisations that provide the repairs or car hire. They should only be given the information they need to provide these services to you. But you should expect that your name, address and contact details will be shared.
Can I add information later?
Yes, there may be missing information that the accident management company needs to provide their services. If so, they will let you know what's needed before they can progress. When you have that information, get in touch as soon as possible. They can tell you how to provide the details securely.
Next steps
More driver guides are on the Claimsline blog, and service options are summarised on the Claimsline homepage.
1. Keep a folder
Pull all the information you've gathered into a digital or physical folder. This way you know exactly where to find it if asked by the accident management company.
2. Record everything
Keep a record of who you spoke to and when. Which organisations have which copies of statements or photos. And what's missing from your folder that needs to be tracked down.
3. Use the checklist
Use the checklist below to double check you have all the information you need to hand when getting in touch with the accident management company. You can also use it to mark any missing information.
Information needed by an accident management company after an accident: your checklist
| Information required | Where it's stored | Supplied? | Missing? | | :---- | :---- | :---- | :---- | | About the accident | | | | | Date and time of accident | | | | | Where accident took place | | | | | Order of events | | | | | Weather and road conditions | | | | | Damage to vehicles | | | | | Injuries | | | | | Police incident number | | | | | Names of any police officers at scene | | | | | About the other driver | | | | | Name and address | | | | | Contact details | | | | | Vehicle registration, make and model | | | | | Car owner | | | | | Insurance provider | | | | | Your car and insurance | | | | | Insurer's name and contact details | | | | | Policy number | | | | | Policyholder's name | | | | | Type of cover | | | | | Claim reference if applicable | | | | | Your car registration, make and model | | | | | Car owned, leased or financed? | | | | | Damage to vehicle | | | | | Reason for journey | | | | | Evidence | | | | | Photos of accident scene | | | | | Photos of car damage | | | | | Dashcam or CCTV footage | | | | | Witness details | | | |
How Claimsline can help
Claimsline is an accident management company for drivers who believe their accident wasn't their fault. Claimsline can explain the options after a non-fault accident and, where appropriate, arrange support through working partners, who may speak to insurers where needed.
Replacement vehicles and repairs may be provided on credit terms. Where liability is accepted or established, the hire company or repairer seeks the charges from the at-fault insurer. If liability is disputed or costs can't be recovered, you could become responsible for some or all charges.
You may still need to notify your own insurer, depending on your policy terms.
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).
References:
- In England, Wales and Scotland, it's a legal requirement for drivers to give their name and address, the vehicle owner's name and address and the vehicle's registration if there have been any injuries or damage to cars or other property during the accident - https://www.legislation.gov.uk/ukpga/1988/52/section/170
- If the driver failed to give their details at the scene of the accident, you suspect they are uninsured or under the influence of drink or drugs, or they leave the scene of the accident, you can report them to the police online or by calling 101 - https://www.police.uk/pu/contact-us/
- In the UK, all this information will be processed under UK data protection laws, including the UK GDPR and the Data Protection Act 2018 - https://www.gov.uk/data-protection
- The accident management company may be able to trace the other driver's insurer through their registration number if the company has access to Navigate from the Motor Insurers' Bureau, which is only available to authorised professionals - https://www.mib.org.uk/for-professionals/insurers-and-brokers/
- In London, for example, the Metropolitan Police lets you request a collision report online - https://www.met.police.uk/rqo/request/cr/v1/request-collision-report
