Customer Journey

Few people have more than one accident every six years which means that most people are unaware of how to manage the post accident process with the least inconvenience. At Accident Advice & Assist, we help around 100,000 people a year navigate their way through the maze. We have set out below the steps you might expect in your journey with us.

  • As soon as possible after your involvement in an accident call us on 0800 999 7000

    Please have as much information as you can to hand relating to the accident circumstances and the details of the third party. We need you to let us have details of the third party vehicle registration, the vehicle make and model, the insurance company and the insurance policy number together with your details and the name and address of any witnesses.

  • Talk to our experts

    We are usually able to establish who was to blame for the accident in a matter of minutes based on the description you provide. We may occasionally need to make some further enquiries but these are usually handled rapidly. Even though most incidents are relatively straight forward, wherever possible, photographs of the location and damage to your vehicle are very helpful.

  • We organize your repairs

    We will book your vehicle into our state of the art repair shop so that the damage can be assessed, and the cost to repair can be established. The repair shop may not match the preferred choice of your insurer or the at fault insurer who might be more focused in arranging a cheaper repair where quality and the future value of your vehicle may be compromised. We will also discuss your options regarding the costs of repair to your own car with you.

  • We provide you with a replacement vehicle, delivered to you

    Where we are satisfied that another identifiable party was at fault for the accident, we will provide you with a replacement vehicle for the period that you are deprived of the use of your vehicle. This cost will be recovered from the insurer of the negligent third party.

    The vehicle will be delivered at a time and location convenient for you. At Fault customers will be provided with a class A courtesy car for the duration of the repairs only.
  • Establish whether any additional losses are recoverable

    If your vehicle is used for commercial purposes, for example a driving instructor, we will be able to help you establish the recoverability of a loss of earnings. We will also advise you in respect of a claim for personal injury or diminution.

  • We monitor your vehicle repairs

    We regularly assess the progress of repairs to your vehicle and update you as required.
  • Once you have your vehicle back

    We will speak to you to confirm that we have details of every loss you have suffered as a result of the accident.

    We will then send the insurer of the negligent driver a payment pack which will include details and supporting documentation for all of the losses you have sustained.

  • We reach settlement with the Third Party Insurer on the hire of the vehicle and any recoverable losses

    At this point you will receive reimbursement of your policy excess if you have had to make such a payment, together with any other losses settled on your behalf.


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