A well-reported claim is half the battle: if you act in an organised way in the first few days, the case typically runs smoothly. The key rule is simple: always report the claim through the insurer's official channel – its claims line, online portal or mobile app – within the deadline set out in the terms.
- The primary route is always the insurer's claims line / online claim form / app – the contact details are on the policy and the insurer's website.
- The deadline depends on the terms and is short – don't wait to report; anything missing can be supplied later.
- Before reporting: loss mitigation + documentation – try not to alter the damaged state before the inspection.
Step 0: loss mitigation and documentation
At the moment of the loss you have two duties: to prevent the damage from getting worse (loss mitigation – e.g. temporarily covering a broken window), and to preserve the evidence. Take photos from several angles: an overall view of the scene, close-ups of the damage, the number plate, the other party's details and the European Accident Statement, if there is one. For theft and vandalism, the police – for a wildlife collision, a report is needed too: the wildlife-collision article.
Steps 1–2: reporting and the appointment
Before reporting, prepare: your policy number, number plate, the time, place and description of the event, photos, and the details of everyone involved. The insurer records the case on its online portal or claims line and issues a claim number – note this down, as it is the key to all further communication. Next comes arranging the inspection appointment (or a photo-based assessment). Do not start the repair BEFORE the inspection – except for immediate loss mitigation.
Steps 3–4: inspection, calculation, decision
At the inspection, the insurer's expert records the damage – it's worth being present and keeping your own photos too. The calculation shows the repair cost and the deductible deduction; this is also where the path splits between invoice-based or cash settlement. If everything is in order, the repair and payment follow – if there is a dispute (claim value, depreciation), that's where I come in: how the broker helps.
The most common reporting mistakes
Delay ("I'll do it at the weekend"), incomplete photos, repairing or replacing damaged parts too early, an unreported other party, and relying on phone promises instead of getting things in writing. All of these are avoidable – that's what the claim-reporting checklist is for: print it out, keep it in the glovebox, and on a bad day all you need to do is tick the boxes.
Is a claim currently in progress, or would you simply like to be prepared? Let's go through the steps together. book a free 20-minute consultation →
