Your claims questions answered

If your vehicle is stolen or damaged due to an accident, fire, theft, attempted theft or vandalism, we’ll cover the cost of personal belongings, present in the vehicle at the time of the loss, up to £200. Please check your policy for full details on exclusions and deductions based on the item’s age. 

To start your claim, please provide evidence of the items you want to claim for, such as images, receipts, invoices, or email confirmations. Send them to: [email protected]. 

For car seats or bases, we can only accept proof of purchase.

Please include in your email: 

•    Your claim number 
•    A list of items you wish to claim for 

Once we’ve received your claim, we aim to review it and contact you within 14 days.

No. If your vehicle has been stolen and has not been found, you can no longer use your policy to drive other vehicles.

You can only drive another vehicle if:

• you are named on that vehicle’s insurance policy, or
• you replace the stolen vehicle on your policy with a new one.

You’re able to use a garage of your choosing, however we cannot guarantee the quality of these repairs or the provision of a replacement vehicle.

If you do choose this path, you will need to provide their details to use, including their name, address and contact details. Your chosen garage will need to send the estimate for your vehicle repairs via Audatex (a vehicle repair software used by garages) using the code ONECALL. Alternatively, they can email it to [email protected] including your vehicle registration on the email.

Please note: if your chosen garage’s costs are higher than our approved repairers, including inspection, storage, and other additional fees, you will be responsible for covering the difference. We will inform you if this is the case. If your repairing garage cannot offer a replacement vehicle, we would not be able to supply a replacement vehicle unless the Guaranteed Hire additional product was purchased with your insurance policy. This can be checked inside your brokers customer portal.

Claiming through your comprehensive policy requires you to pay your policy excess before repairs begin. This includes the voluntary and compulsory amounts stated on your insurance certificate.  

• Voluntary excess is what you preselected to pay for your vehicle repairs before taking out the policy.
• Compulsory excess is what your insurer has selected as the minimum requirement to go towards your claim.

CCTV can be a helpful tool to establish who is at fault for an accident. If you have got CCTV footage, including dashcam footage, of your accident, this need to be emailed to [email protected] and including your name, vehicle registration, policy number and claim reference where possible.

To arrange your hire vehicle, please:

• Call us on 020 3738 7300, or
• Email [email protected]

Watch Our Quick Guide

You will need to contact the DVLA to retain any private registrations. Please follow the link below for more information: https://www.gov.uk/what-to-do-if-your-vehicle-has-been-stolen/personalised-registration-number

Liability means who is responsible for an accident.

To decide this, we look at all the available information, including:

• What happened during the incident
• Any witness statements
• The location and damage to the vehicles

We also use the Highway Code to help determine who is at fault.

Sometimes, both parties may share responsibility. This is called split liability, and it can vary depending on the situation (for example, 50/50 or 90/10).

In some cases, a claim may still be recorded as a fault claim, even if you weren’t responsible. This usually happens if the other driver is uninsured or cannot be traced, meaning we’re unable to recover all the costs.

Once your vehicle damages have been assessed by our engineers team, they will value the vehicle using specialist valuation websites, also used by the Financial Ombudsman Service.

They will also conduct market research of like for like vehicles and will decide based on the make, model, pre accident condition and mileage of the vehicle.

If you have been told your claim has been rejected, this means we are unable to cover the costs of the claim under the terms of your policy.

This can happen for several reasons, for example, if the circumstances of the incident are not covered by your policy or if information provided during the claims process affects the outcome of the claim.

Your broker will be able to discuss any questions you have about your policy and what happens next.

The information found during the validation process is not information we would have insured at the time of inception if we had known. This means that if all facts were presents when you took out the insurance, One Insurance would not have offered a price as you fell outside of criteria.

Any claimable events that happened during your time of cover for this policy will not be covered, and you are liable for any associated costs.

Even if your vehicle repairs have been completed, your claim may need to remain open while there is still a possibility of a third party making a claim against your policy, or if they are already pursuing a claim.

Keeping the claim open allows us to protect your interests and ensure that any claim made against you is assessed and settled on the most appropriate terms. This may involve:

• Investigating or disputing liability where appropriate
• Monitoring the third party’s repair and hire vehicle period
• Reviewing whether the damage being claimed matches the circumstances of the accident
• Assessing and negotiating repair, hire, and other associated costs
• Challenging any unreasonable or unsupported charges

Please be aware that these negotiations can sometimes take several months to conclude, particularly where liability is disputed or costs are being challenged. While this may mean your claim remains open for longer than expected, it helps ensure that only reasonable and relevant costs are paid in connection with the incident.

Once all outstanding matters have been resolved, the claim will be closed and no further action will be required from you unless we contact you for additional information.

If your vehicle is on finance, we will require you to provide a settlement letter from the finance company. This document confirms the total amount required to settle your agreement in full and provides the finance company’s payment details.

We will issue payment directly to the finance company up to the agreed settlement amount.

• If the pre-accident value of your vehicle is higher than the settlement figure, any remaining balance will be paid to you.
• If the pre-accident value is lower than the settlement figure, the full payment will be made to the finance company and no additional funds will be payable to you.

Please note that if there is still an outstanding balance after we’ve made our payment (known as shortfall), you’ll need to arrange payment of the difference with your finance company (unless you have GAP insurance in place).

In the UK, when a vehicle is declared a total loss, it is placed into one of four insurance categories set by the Association of British Insurers (ABI).

Category A – Scrap Only

• The vehicle is so badly damaged it must be crushed.
• No parts can be reused.
• The vehicle will never return to the road.

Category B – Beyond Repair

• The vehicle itself must not return to the road, but it can be broken down for parts.
• Parts can be removed or reused.
• The body of the vehicle must be crushed.

Category S – Structural

• The vehicle has received damage to the chassis or frame.
• It can be repaired and put back on the road.

The vehicle must receive adequate repairs and an MOT before being drivable again.

Category N – Non-structural

• The vehicle did not receive damage to its main structure.

Damage may be cosmetic, such as dints and scrapes, or electrical/mechanical issues.

It is not unusual for you to receive correspondence directly from the court, even though One Call Claims are handling your claim. If this happens it is important that you notify us immediately as court documents are subject to strict deadlines.

Please send the documents by recorded delivery to:

OCL Solicitors
Saturn Building
Balby Carr Bank
Doncaster
DN4 5JQ

If you are unable to post the documents, please scan each page and email to [email protected].

If you receive a letter from the third party, their insurer, or their solicitors indicating that they are considering court action or intend to issue proceedings, please contact us on live chat www.onecallclaims.co.uk/contact-us/

If you are unsure whether a document is court-related, please contact us immediately and we will be happy to advise.

Court documents can look different depending on the type of document you receive. They may include different references, wording, and court stamps.

Official court documents will usually display the Royal Coat of Arms, which helps identify that the document has come from the court. This is the official symbol of the UK monarchy, featuring a shield with a lion and a unicorn, and is used on documents issued by courts and other official organisations.

If you are unsure whether a document is from the court, please send a copy to [email protected]  and we can review it for you

In simple terms, it means you’re asking your insurance to pay for something that’s happened to your vehicle.

This may include:

• Repairing your vehicle after an accident
• Paying out the vehicle value if your vehicle is stolen or written off
• Paying out for damage to third-party property, injury, or other costs.

The term “proceedings” refers to the formal legal process involved in a court case.

Before a claim reaches court, there are usually several stages where the parties exchange information and attempt to resolve the matter. During this time, you or One Call Claims may receive correspondence from the third party, their insurer, or their solicitors referring to “potential proceedings“, “contemplated proceedings“, or a “threat of proceedings“. This means they are considering taking the matter to court, but no court claim has been issued at that stage.

If court proceedings are started, the court will send official documents confirming that a claim has been issued. This is often referred to as “proceedings being issued” and means the claim has been formally filed with the court and the legal process has begun.

In simple terms, total loss means your vehicle is so badly damaged that is uneconomical or unsafe to repair.

This usually happens when:

• The cost to fix the vehicle is more than, or close to, what the vehicle is worth, or
• The damage is so severe that it wouldn’t be safe to repair.

Rather than repair your vehicle, you will instead be paid the pre accident value if your vehicle.

We understand that paying your excess immediately may not always be possible. In most cases, the excess is payable before your repairs can begin. However, if you are experiencing financial difficulties, there may be alternative options available.

Where appropriate, we may be able to introduce you to one of our trusted partners, who can discuss options for deferring your excess payment until your repairs have been completed. Eligibility criteria and terms will apply, and any arrangements would be made directly with the partner.

If you are concerned about paying your excess, please speak to your claims handler as early as possible so that we can discuss the options available to you. Please note that if you are able to pay your excess in the usual way, this remains the quickest and simplest route to progressing your vehicle repairs.

Accidents involving uninsured drivers are looked at on a case-by-case basis.

If we can identify and trace the driver, meaning we have their name and personal details, we’ll try to recover the cost of your claim directly from them. As long as we have details of the vehicle, including the registration number, make, and model, you’ll be covered by our Uninsured Driver Promise.

This means that if the accident wasn’t your fault, we’ll refund any excess you’ve paid and restore your No Claims Bonus.

If you do not agree with the value of the vehicle provided to you, you can dispute this. We would require you to find 3 like for like examples on the market; Autotrader is preferred. These will need to match the age, specification, and mileage of your vehicle. These need to be sent over to [email protected], including your vehicle registration or claim number. Once provided, these will then be reviewed by our engineers team who will be in touch to discuss.

Any examples provided that are not in line with your vehicle age, mileage or specification will not be taken into account.

If someone you know holds footage of an incident, they can still send this to the [email protected] inbox, but make sure they include their name, contact details and your vehicle registration or claim reference so we can upload this to your file.

If a company, such as a shop CCTV, has footage, please provide us the company name and any contact details for the company so we can require this through the proper channels.

Court documents are official documents sent by the courts to make you aware that the third-party representatives have taken the claim to court to recover the costs of the claim.

Receiving court documents is a normal part of the claims process and does not mean that you have done anything wrong. It may be because there is a dispute over the claim, such as the costs involved or who is responsible for the accident. The claim is taken to court to get the fairest outcome for both parties of the claim.

A disputable motor claim is a where there is a disagreement about part of the accident, or the costs involved.

This could be because the drivers do not agree who was at fault, there is a difference in the version of events, or there is a dispute about the amount being claimed.

Whether a claim is considered disputable is determined by the insurer or claims handler following a review of the available evidence.

A fault claim is a claim where your insurer is unable to recover the costs of the claim from another party.

This can happen if:

• You were responsible for the accident.
• The at-fault driver cannot be identified.
• The at-fault driver is uninsured.
• There is no third party to claim against, for example if your vehicle is damaged by hitting a tree, pothole, wall, or another object.
• There is insufficient evidence to recover the costs from another insurer.

A claim can be recorded as a fault claim even if you do not believe the accident was your fault. This is because the claim classification is based on whether the costs can be recovered, rather than who caused the accident.

GAP insurance is a separate product to your motor insurance. It is designed to cover the difference between what your car insurer pays out and what you originally paid for the vehicle, or what you still owe on finance, if your car is written off or stolen and not recovered.

For example, if you bought a car for £20,000 and a few years later it’s written off, your motor insurer may only pay its current market value of £14,000. GAP insurance can cover the £6,000 difference, so you’re not left out of pocket.

It’s often taken out on new or nearly new vehicles, as cars can lose value quite quickly in the first few years of ownership. Please note: This is NOT something that your insurance provides, this is purchased through the dealership or privately.

Guaranteed Hire vehicle cover is an optional insurance add-on that provides a temporary replacement vehicle while your car is being repaired or while you wait for a settlement.

We aim to provide a similar vehicle to suit your needs (for example, for work or family use), where possible.

A courtesy car and a hire vehicle are different services, and the type of vehicle available to you depends on the circumstances of your claim.

Courtesy Car

• A courtesy car is usually provided by the repairing garage while your vehicle is being repaired.
• It is typically a small vehicle intended to keep you mobile during the repair period.
• Courtesy cars are provided free of charge and are included as part of your motor insurance policy
• Availability is subject to the repairing garage and claims circumstances.

Hire Vehicle

• A hire vehicle is a replacement vehicle provided in non-fault claims by a vehicle hire company.
• Vehicles have a daily charge which is recovered from the at-fault insurer.
• Hire vehicles are supplied under separate credit hire agreements and specific eligibility criteria apply.

Vehicles that have been stolen are most likely to be recovered within the first 21 days. For this reason, we do not usually make a settlement payment during this period.

While we wait to see whether the vehicle is recovered, our dedicated validation team will review your claim and keep you updated on its progress.

If your vehicle has not been recovered after 21 days and your claim has been accepted, our engineering team will assess its value. We will then contact you to discuss the valuation and answer any questions you may have.

Once the valuation has been agreed, the settlement payment will be transferred to your bank account, minus any policy excess.

One Call Claims are the accident management company assigned to handle claims on behalf of your insurer One Insurance Limited.

Rather than dealing directly with your insurer, you’ll work with One Call Claims throughout the claims process. We will manage all aspects of your claim, keeping things as straightforward and hassle-free as possible.

This includes:

• Arranging the repair of your vehicle.
• Providing a courtesy or replacement vehicle where applicable.
• Assessing vehicle damage and repair requirements.
• Managing communications throughout your claim.
• Assisting with vehicle valuation if your vehicle is deemed a total loss.

When you have an accident, your broker will be notified that you are making a claim, however it is your responsibility to notify your broker that the vehicle has been deemed a total loss.

From here, you can transfer your policy to a new vehicle or cancel it if you wish. 

If you are still in possession of your vehicle and have been advised to continue driving it, this means we have assessed it as roadworthy and safe to drive. The damage identified is cosmetic in nature and does not affect the vehicle’s safety or performance.

Using the images provided, we will identify and order the parts required to complete your repair. While we wait for these parts to arrive, you can continue using your vehicle as normal. Once all parts have been delivered to the repairing garage, we will contact you to arrange a convenient date for your repair.

Benefits of remaining in your vehicle until the parts arrive:

• Continue using your vehicle for work, family commitments, and everyday journeys.
• Avoid being without your vehicle for longer than necessary.
• Reduce the need for alternative transport arrangements.
• Minimise vehicle downtime by booking the repair once all required parts are available.
• Enjoy a more convenient repair process, with your vehicle only coming off the road when work is ready to begin.

Please note: If at any stage we determine that your vehicle is no longer roadworthy or safe to drive, we will advise you accordingly and discuss the next steps with you.

Replacement vehicles are usually provided through the garage repairing your vehicle. If your vehicle has been stolen and has not been recovered, there is no repair work being carried out and therefore no repairing garage involved. As a result, a replacement vehicle is not available in these circumstances.

For health and safety reasons, we cannot recover a vehicle that has been involved in a fire for the first 24 hours.

This allows time for the vehicle to cool down and for any risks to be assessed before it can be moved safely.

Once one of our agents has spoken to you regarding the value of your vehicle, we aim to pay out immediately, providing we have your vehicles V5 (logbook) documented in your file, along with a finance settlement letter if your vehicle is on finance.

If you pay for your motor insurance via direct debit, payment will be raised to these details. If you are still in possession of your vehicle, 50% will be raised until we receive the vehicle, at this time the remaining 50% will be raised.

If you paid for your insurance annually, we would require you to upload your account details. You will receive a separate email prompting you to upload these.

To help get you back on the road as quickly as possible, One Call Claims works with a panel of trusted repair providers.

Depending on factors such as vehicle availability, garage availability, or the specific requirements of your claim, we may refer your repairs to one of our specialist providers. If your claim has been passed to another provider, they will manage your repairs and answer any questions you have. You will receive an email with their contact details and next steps.

A claim may be rejected if the circumstances of the incident are not covered under the terms of your policy.

To help explain this, here is a real-life example:

Sharon takes out insurance for Social, Domestic and Pleasure use only. During the policy term, she starts a new job as a community nurse, which involves travelling to different work locations, but she does not update her broker.

Sharon is involved in an accident while travelling to a work location and reports the claim. During the claims assessment, it is identified that her vehicle was being used for work purposes and her policy does not include business use.

As the vehicle was being used outside the terms of the policy, the damage to Sharon’s own vehicle may not be covered.

Provided that your vehicle is repairable, the repairing garage will aim to provide you with standard 5 door hatchback replacement vehicle for the duration of your repairs.

If the vehicle is deemed a total loss or an unrecovered theft, you will not be eligible for a replacement vehicle as there is no repairing garage to provide this, unless you have purchased additional cover on your policy to provide a guaranteed hire car.

If your vehicle is total loss, we focus on paying your vehicle’s pre-accident value as quickly as possible, so that you can replace it.

If you are to have an accident in the replacement vehicle, an additional excess may be applicable.

If the third party insurers admit full liability for the accident, they will be responsible for paying back your excess.

This is known as an uninsured loss and will be sent to you once received from the third party insurer.