These are the questions people ask National Accident Support Line most, grouped by what they are about. Each answer is short on purpose; the page it links to has the detail.

We'll call you back within 2 minutes with a straight answer on where you stand.

After a non-fault accident

Do I have to claim through my own insurer?

No. If the accident wasn't your fault, the claim is made against the at-fault driver's insurer. You pay no excess and your no-claims discount is not used. You should still tell your own insurer the accident happened, because most policies require it. See non-fault car accident claims.

Who pays for my replacement vehicle and repair?

The at-fault driver's insurer. NASL arranges the vehicle and the repair and recovers the costs from them.

What's the difference between a courtesy car and credit hire?

A courtesy car is a basic car lent by your insurer or garage for the repair period, if your policy includes one. Credit hire is a like-for-like replacement after a non-fault accident, for as long as you need it, paid for by the at-fault insurer. See credit hire vs courtesy car.

What does like-for-like mean?

A vehicle equivalent to yours: same size, class and number of seats, an automatic if you drive an automatic.

How quickly will I get a replacement vehicle?

Within 48 hours is the aim on non-drivable claims where the accident wasn't your fault. If your car is still drivable, the replacement is lined up for the repair dates.

What if the other driver denies it was their fault?

Our in-house recovery team argues it with their insurer on the evidence: photos, dashcam, witnesses, the damage. You stay in the replacement vehicle while it is argued.

What if my car is written off?

We pursue its pre-accident value from the at-fault insurer, and you keep the replacement vehicle while that is settled.

Credit hire

Will credit hire cost me anything?

No excess and no deposit if the accident wasn't your fault. The only charges that could fall to you are within your control, such as fines picked up in the vehicle or returning it later than agreed. See credit hire.

Is credit hire a credit agreement?

Yes, and we explain it before you sign. It sets out the daily rate and confirms the charges are pursued from the at-fault insurer, not from you.

How long can I keep the hire vehicle?

Until your car is repaired or your claim is settled, with no fixed limit and unlimited mileage.

Taxi and PCO drivers

Can I get a plated replacement?

Yes. We arrange plated, licensed replacements for private hire and hackney drivers in most council areas across England, Scotland and Wales, from a fleet of over 700 licensed vehicles. See PCO and taxi claims.

What if a plated vehicle isn't available straight away?

You can be placed in a standard vehicle immediately so you stay mobile, and swap into the plated one when it is ready.

Can I claim for lost earnings?

Yes. Time off the road is lost income and is pursued as part of the claim.

Injury claims

Does National Accident Support Line run my injury claim?

No. We assess it and refer it to a solicitor who specialises in that kind of injury, who runs it on a no win no fee basis. We are paid a recommendation fee by the solicitor; nothing is charged to you. See personal injury claims.

What does no win no fee mean?

Nothing to pay upfront and nothing to your solicitor if the claim fails. If it succeeds, the solicitor's success fee, capped at 25% of your compensation, comes out of the award, along with any insurance premium. See no win no fee.

How long do I have to claim?

Three years from the date of the accident for an injury, or from the date you knew an injury was linked to it. For a child, three years from their 18th birthday.

Can I claim if I was partly at fault?

Yes. The claim is reduced by your share of the fault rather than refused.

How much will I get?

It depends on the injury, the recovery and the evidence, and nobody can tell you before a medical report exists.

Will I have to go to court?

Most claims settle by negotiation. Court is for the minority where the insurer will not accept responsibility or settle fairly.

About us

Is National Accident Support Line a law firm?

No. We are an FCA-regulated claims management company, registration number 829991. See about us.

Where do you operate?

England, Scotland and Wales.

How do I get in touch?

Call 0333 212 2730, message us on WhatsApp, or fill in the form on the homepage. Web enquiries are called back within 2 minutes during opening hours, Monday to Friday 9am to 6pm and Saturday 10am to 1:30pm. See make a claim.

We'll call you back within 2 minutes with a straight answer on where you stand.

National Accident Support Line Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities, registration number 829991.