Key takeaways
- Safety and your legal duties at the scene come first.
- Early contact can help with recovery and storage decisions, but there is no single right moment.
- Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms.
- Support depends on the circumstances and whether liability is likely to be accepted.
What should you do at the scene before contacting anyone else?
Stop in a place of relative safety, use your hazard warning lights, call 999 if anyone is hurt or the road is blocked, and be ready to exchange details (Highway Code rule 283)[1]. Our guide on what to do after a car accident covers the same first steps in more detail. If it's safe, photograph the scene and note witness details. Witnesses leave and some dashcams overwrite footage, so save yours as soon as you can.
Your legal duties
Rules 286 and 287 of the Highway Code[2] and section 170 of the Road Traffic Act 1988[3] (England, Wales and Scotland) require a driver in a crash that causes injury or damage to stop and give their name, address and vehicle registration. If you don't give your details at the time, report the crash to the police as soon as reasonably practicable and within 24 hours. If someone is injured and you don't show your insurance certificate at the scene, you must also report it within 24 hours and produce the certificate within seven days. In England and Wales, use 101 or your local force. In Scotland, use Police Scotland. In Northern Ireland, the PSNI asks drivers to stop, stay for a reasonable time, exchange details and report the collision within a reasonable time.
Is there a right time to contact an accident management company?
If you want the bigger picture first, what an accident management company does, the complete guide to accident management in the UK and other posts on the Claimsline blog set out the usual services. There is no fixed point when you must. These stages show what you might consider.
In the first hour
Once everyone is safe, you can contact an accident management company from the roadside, but you don't have to. If a recovery truck arrives, ask where it will take the car and whether storage charges apply.
Within the first 24 hours
Once you are somewhere safe, gather what you need and tell your insurer. Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms. If you believe the accident wasn't your fault, you may want to talk through recovery, storage and your options with an accident management company. Claimsline can explain the options and, where appropriate, arrange support.
During the first week
You may now know whether the other driver's insurer is accepting liability. Storage charges can build up each day a car stays at a recovery yard, so it helps to know who is paying them.
What if your car can't be driven straight away?
If your car can't be driven, you may need recovery, storage and possibly a way to get around. Timing matters because storage costs can build up. Vehicle recovery explained covers what happens once a recovery truck is involved. Accident management for drivers may include help arranging recovery, storage, repair or a replacement vehicle (sometimes via credit hire), where eligible. The hire company, repairer or recovery company may speak to insurers where needed. A replacement vehicle depends on your eligibility and whether liability is likely to be accepted. 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. The terms should be explained to you before you sign anything.
Do you need to tell your own insurer first?
Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms. You can either contact your insurer first, or an accident management company. It doesn't matter which you do first. For a side-by-side look, see insurer or accident management company. Your insurer may offer to deal with repairs under your policy. If you take that route, check whether your excess applies and how the claim could affect your policy or no-claims discount. This depends on your policy and the circumstances. A separate guide explains whether a non fault accident can affect your premium. If you believe the accident wasn't your fault, you may be able to claim through the other driver's insurer. You can then decide whether an accident management company would add anything. If you are unhappy with your insurer's handling of the claim, the Financial Ombudsman Service explains how to complain[4].
Can you contact an accident management company days or weeks later?
Yes, you may still be able to use accident management services later on. There is no single deadline, but waiting can affect what can be arranged:
- Evidence. Witnesses may be harder to trace and dashcam footage may be gone.
- Storage. Charges may have built up if the car is still at a recovery yard.
- Repairs. If the car is already repaired through your own route, there may be less left to arrange. See also our guide to vehicle repairs after an accident.
A delay doesn't necessarily mean support is no longer possible. It depends on your car's condition and location, what has already been agreed with your insurer or a repairer, and whether liability is disputed. Be clear about what your insurer is already doing, and avoid overlapping arrangements.
When might accident management not be the right route?
An accident management company may not be right for you if:
- Liability is unclear or disputed. Support depends on whether liability is likely to be accepted.
- You think you may have been at fault. A non fault accident route may not apply.
- The damage is minor. You may prefer to deal with your own insurer or repairer.
- You are happy with your insurer's arrangements.
- You would rather claim directly. You can often pursue a claim yourself.
Frequently asked questions
Can I contact an accident management company from the roadside? Yes, once you and everyone else are safe, but you don't have to. Your priorities at the scene are safety, exchanging details and calling the emergency services if needed. Your rights after a road traffic accident summarises the legal basics. What if I have already reported the accident to my insurer? You can still contact an accident management company. Check what your insurer has already arranged and what your policy says about using other providers. Is there a time limit for getting accident management support? No law sets one. Delay can make recovery, storage and evidence harder to deal with, and legal claims have their own time limits that differ across the UK. If you are unsure, seek independent legal advice. What if the other driver hasn't given me their insurance details? Note their registration number, the car's make and colour and a description of the driver. If details weren't exchanged, report the accident to the police as soon as reasonably practicable and within 24 hours. The Motor Insurers' Bureau's askMID service may help you check whether a vehicle is insured, and your insurer may be able to help trace the other driver[5].
Your next steps
The order matters more than the speed:
- Make sure everyone is safe, and call 999 if anyone is hurt or the road is blocked.
- Exchange details where you can. If you couldn't, report to the police within 24 hours. If someone was injured and you didn't show your insurance certificate, also report within 24 hours and produce it within seven days.
- Take photos, note witness details and save any dashcam footage.
- Tell your insurer, in line with your policy terms.
- Find out where your car is and whether storage charges apply.
- If you believe the accident wasn't your fault, decide whether you want help with recovery, repairs or other support. The terms should be explained to you before you sign anything.
You don't need to do all of this in one day. Once the basics are done, you can decide at your own pace whether an accident management company is right for you.
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:
- Stop in a place of relative safety, use your hazard warning lights, call 999 if anyone is hurt or the road is blocked, and be ready to exchange details (Highway Code rule 283) - https://www.gov.uk/guidance/the-highway-code/breakdowns-and-incidents-274-to-287
- Rules 286 and 287 of the Highway Code - https://www.gov.uk/guidance/the-highway-code/breakdowns-and-incidents-274-to-287
- Section 170 of the Road Traffic Act 1988 - https://www.legislation.gov.uk/ukpga/1988/52/section/170
- If you are unhappy with your insurer's handling of the claim, the Financial Ombudsman Service explains how to complain - https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance
- The Motor Insurers' Bureau's askMID service may help you check whether a vehicle is insured, and your insurer may be able to help trace the other driver - https://www.askmid.com/
