Car insurance : Claims

Step 1: Get in touch
What should I do if I need to make a claim?


We hope you’re ok.

Tell us what happened.

Call the Swinton Accident and Claims Line on:

0800 040 7019

You can use this number 24 hours a day for any motor accident (whether it’s your fault or not), fire or theft, windscreen damage or any malicious damage.

 

Step 2: The details
What information will I need when I make a claim?

When you call, please try to have the following information to hand:

  • Your policy documents
  • Crime reference number (if applicable)
  • Registration of any other vehicles involved in the accident
  • Name / address / phone no. of other party
  • Details of any witnesses

It would also be useful if you can provide photographs of the accident and damage to vehicles involved.

Remember - When you have an accident, you should never admit fault until you’ve spoken to us or your insurer.

 

Step 3: Let's put it right
What happens when I call?


Our friendly team will quickly establish whether your car is covered and who is responsible for the accident.

For accidents that are your fault, we’ll take some details and then put you directly in touch with your insurer, they’ll look after you from there.

Accidents that are not your fault will be handled by our team and, for customers who also have Drivers’ Legal Protection, we can arrange repairs, car hire (with a similar vehicle) and injury claims where necessary.

Find out more about Drivers' Legal Protection.
 

Your questions answered:

We will endeavour to get your claim settled as quickly as possible, our team should be able to give you some approximate timescales once they’ve taken all of your details.

Yes, but you’ll need to get an estimate and get it approved which could take some time. We’d recommend that you use one of our network of repairers, there’s likely to be at least one in your local area and you won’t have to get an estimate approved. This is because the repairers in our network have signed up to a range of service levels and provide guarantees on all work completed.

This depends on the garage you choose and the specifics of your policy. Most garages who provide a courtesy car will provide it with their own insurance cover. It’s always worth checking this before driving away in the courtesy car.

You will be provided with a courtesy car for the duration of your car repairs, if you are using an approved repair centre. This cover is not provided in all types of claims – for instance, if your car is written off, stolen or damaged by fire, it is unlikely that a courtesy car will be provided.

A policy excess is the amount of money you agreed, when taking out your policy, to pay towards the costs of repairing your vehicle.

You have to pay the excess to the garage when your vehicle is repaired whether the accident is your fault or not but you might be able to claim your excess back depending on the circumstances of your claim.

If the accident was your fault and you have our Excess Protection policy, you can make a claim to refund the excesses you have to pay in the event of an accident, fire, theft or vandalism claim.

Visit our claims website: https://www.excessclaim.co.uk where you will be able to register your claim online. Here you can enter all the necessary details we need to settle your claim. We recommend you use the web link as you will need to post documents to us if you contact us by phone, which might cause delays.

If you prefer to contact us by phone, please call AXA Assistance on 0845 300 2771 to notify them of your excess claim. You will receive a claim form to complete and will be asked to send us copies of your documents.

Please post the copy of the original claim form and all required supporting information to:
AXA Assistance
PO Box 54098,
London SW20 8UU

If the accident wasn’t your fault and you have bought our Drivers' Legal Protection policy, our solicitors will recover your excess along with any other out of pocket expenses from the responsible person’s insurance company. We will put you in touch with a solicitor who can arrange this for you when you call to make your claim.

If you have comprehensive cover you will be required to pay an excess but a windscreen claim on its own won’t affect your no-claims bonus.

All of our comprehensive car insurance policies include windscreen cover as standard, but if you take out a third party policy or third party, fire and theft, you can choose to purchase our separate windscreen cover.

Child seats will either be covered under the personal effects section or a specific section of your policy. These sections may have a separate excess to any damage excesses that may apply.