Make a Claim: What Happens After You Get in Touch
Making a claim with National Accident Support Line starts with a form, a WhatsApp message or a call to 0333 212 2730; a web enquiry is called back within 2 minutes during opening hours, we check whether the accident was your fault and what you need, and from there we arrange the replacement vehicle and repair ourselves and refer any injury to a specialist solicitor, so one conversation covers all of it.
People put off claiming because they expect it to be complicated, or because they do not know whether they have a claim at all. The call is where that gets settled. Below is what happens, in order, so there are no surprises.
No excess to pay if the accident wasn't your fault. Fill in our form and we'll call you back within 2 minutes.
What happens when you get in touch
You tell us what happened, in your own words. We ask the questions that decide the claim: when and where it happened, who was involved, whether the other driver admitted fault, whether anyone was hurt, whether your vehicle is drivable, and what evidence you have. We tell you, on that call, whether we can help. If the accident was your fault, we say so and point you to your own insurer.
If it wasn't your fault and a vehicle is involved, we confirm the claim and arrange a like-for-like replacement, aiming for 48 hours on non-drivable claims, and the repair or write-off settlement, with the costs recovered from the at-fault driver's insurer. If you were injured, we refer the injury to a specialist solicitor who runs it on a no win no fee basis. If you are a taxi or PCO driver, we check plated availability for your licensing area first.
What to have ready
Not all of it is essential on the first call, but the more you have, the faster the claim moves.
| For every claim | For a vehicle claim | For an injury claim |
|---|---|---|
| The date, time and place of the accident | Your driving licence and insurance certificate | The date you saw a doctor and where |
| The other driver's name, registration and insurer | Photos of the damage to both vehicles | Photos of the injury |
| What happened, in your words | Dashcam footage if you have it | Any time off work so far |
| Names of witnesses | Whether the vehicle is drivable | Receipts for treatment or travel |
| Any police reference | For taxi and PCO drivers, your licence and the vehicle's |
What it costs you
No excess and no deposit on a replacement vehicle if the accident wasn't your fault, because the hire and repair charges are recovered from the at-fault driver's insurer. No charge for an injury referral; we are paid a recommendation fee by the solicitor, who runs the claim under a no win no fee agreement, with the success fee capped at 25% of your compensation. If the claim is not one we can help with, we tell you straight and nothing is owed.
No excess to pay if the accident wasn't your fault. Fill in our form and we'll call you back within 2 minutes.
Which claim is yours
| What happened | Start here |
|---|---|
| Car or van accident that wasn't your fault | Non-fault car accident claims |
| You need a replacement car while yours is repaired | Credit hire |
| You drive a taxi or PCO car | PCO and taxi claims |
| You were knocked off a motorbike | Motorbike accident claims |
| You were injured at work | Accident at work claims |
| You fell or were hurt in a shop, street or park | Accident in a public place claims |
| Any injury that was someone else's fault | Personal injury claims |
Opening hours and ways to reach us
Call 0333 212 2730, Monday to Friday 9am to 6pm and Saturday 10am to 1:30pm. Message us on WhatsApp. Or fill in the form on our homepage, and we'll call you back within 2 minutes during those hours. Outside them, the form and WhatsApp still reach us and are answered first thing.
Frequently asked questions
How do I start a claim?
Fill in the form on the homepage, message us on WhatsApp, or call 0333 212 2730. A web enquiry is called back within 2 minutes during opening hours.
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, so you pay no excess and your no-claims discount is not used. You should still tell your insurer the accident happened.
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 I'm not sure who was at fault?
Tell us what happened and we'll say what we think on the call. Disputed claims are argued on evidence by our in-house recovery team.
Is there a time limit?
Three years for an injury claim. A vehicle claim should start as soon as possible, because evidence disappears and the sooner it starts the sooner you are back on the road.
Does it cost anything to find out if I have a claim?
No.
No excess to pay if the accident wasn't your fault. Fill in our form and we'll call you back within 2 minutes.
National Accident Support Line Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities, registration number 829991.
