If your car has been damaged and cannot be safely or economically repaired, it may be declared a total loss (also known as a "write-off"). This guide explains what that means and what happens next.
What is a total loss?
A vehicle is considered a total loss when:
The damage is too severe to repair safely, or
The cost of repairs is more than the vehicle's pre-accident value, or
It has been stolen and not recovered.
In these cases, you won’t get your car back. Instead, we’ll offer you a settlement payment based on the pre-accident market value of your car.
How is my settlement calculated?
We’ll calculate your vehicle’s market value before the accident, then deduct your:
Policy excess (shown in your insurance documents)
Outstanding premium (OSP) if you pay monthly
Example:
If your car is valued at £10,000, and:
Your excess is £750
Your outstanding premium is £1,200
Your payout would be: £10,000 – £750 – £1,200 = £8,050
What documents do I need to send?
To process your settlement, please send:
Your bank account details
A copy of all pages of your V5 document
If your car is on finance: your finance agreement
Once we have these, we’ll complete pre-payment checks (usually takes 3–5 working days).
When will I get my payment?
Once pre-payment checks are complete and all documents are received, we’ll transfer your settlement directly to your bank account. We’ll let you know when the payment is made.
Can I change or cancel my insurance?
Buy a new car? Update your policy with the new vehicle.
Keeping your old vehicle? If you repair it and it’s roadworthy, send us a valid MOT or engineer’s report.
Want to cancel? Contact us. Note: If we pay your claim, you’ll still owe the full annual premium.
Who do I contact?
If you have questions about your settlement, please contact your claims handler directly.
Here are some useful numbers:
Partner | Contact Number |
Motor Repair Network | 0333 016 9823 |
S&G | 01625 416 805 |
Winn Solicitors | 0191 720 7795 |
Robertson & Co | 01277 367 150 |