What to do if you need to make a claim
If you need to make a claim on your van insurance, we're here to help you get it sorted as quickly as possible. Just follow our simple guide to making a claim.
What should I do if I need to make a claim on my van insurance?
Step 1: Get in touch
We hope you’re ok. This first step is to tell us all about it.
Call our claims team on: 0333 035 9003
Lines are open 24 hours a day. So whether it’s your fault or not, whatever type of accident you need to report (fire, theft, windscreen or malicious damage), our team are on hand to help.
What information will I need to make a claim?
Step 2: The details
When you call, please try to have the following information to hand:
- Your policy details
- Details of any other parties involved (registration, name, address, phone number)
- Crime reference number (if applicable)
- Details of any witnesses (if applicable)
It would also be useful if you could provide any photographs taken at the scene of the accident or of any damage to the vehicles involved.
Remember: You should not admit liability at the scene of an accident, until you’ve contacted your insurer.
What happens next?
Step 3: Let’s put it right
Don't worry, we’re on hand to make the process as quick and stress-free as possible. Our friendly team will quickly establish who is responsible for the accident and whether your van is covered.
For accidents that are your fault, we’ll take some details and put you directly in touch with your insurer, they’ll look after you from there. Our team will handle accidents where you are not at fault.
FAQs - your questions answered
How long will it take to settle my claim?
Can I use my own garage to repair my van?
When my van is in the garage for a service, does my van insurance cover me to drive the garage’s courtesy vehicle?
Am I entitled to a courtesy vehicle?
What is a policy excess?
Do I have to pay the excess?
How do I claim my excess back?
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 01737 334 033 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.
If the accident wasn’t your fault and you have bought our Driver's 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.