Claim Assessment
When you make a claim after an accident, our engineers will assess the damage to your vehicle.
Total Loss Determination
If your vehicle is deemed a total loss, it means we cannot repair it. Instead, you will receive a settlement for the pre-accident value of your vehicle.
However, we can allow you to keep the car on cover after a total if it is repaired to a roadworthy condition. Please speak to the customer support team who can assist with the documents required for us to accept the vehicle being roadworthy.
Notify the DVLA
You need to inform the DVLA and provide the following details:
Address: E2E, Unity House, Dudley Road, Darlington, DL1 4GG
Settlement Process
If Your Settlement Amount Is Confirmed:
Our claims team will request your payment details. Please ensure you send:
Your bank account details
All pages of your V5 booklet
Your finance agreement if your vehicle is leased
Once we receive these documents, our team will complete pre-payment checks, which usually take 3-5 working days. We will contact you once these checks are completed.
If Your Settlement Amount Is Not Confirmed:
Your claims handler will contact you to discuss the settlement value. For further assistance, you can call your claims handler directly.
Partner Contact Numbers:
Motor Repair Network: 0333 016 9823
S&G: 01625 416 805
Winn Solicitors: 0191 720 7795
Robertson & Co: 01277 367150
Policy Cancellation
Your policy will not be automatically cancelled if your vehicle is a total loss. You can:
Change the vehicle on your policy if you purchase a new car.
Repair your previous vehicle to a roadworthy condition and provide a valid MOT for insurance coverage.
If you prefer to cancel your policy, contact us and our team will assist you. Note that if we pay out for your claim, you are responsible for the full annual premium even if you cancel the policy.