Making a claim on your car insurance | esure

We hope you never have to make a claim on your car insurance, but it’s helpful to know what to expect in case you ever have to go through it. So here’s a short, sweet and mercifully jargon-free explanation of our car claims process.

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esure car Insurance is underwritten by esure Insurance Limited, who are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

We hope you never have to make a claim, but it’s helpful to know what to do just in case one day you find yourself going through it.

As soon as you’re safe, the first step is to register your claim by calling us – or you can report it online via My Account, if the claim only involves your vehicle. We’ll provide information on your level of cover and any excess you may need to pay; and discuss additional cover you might have and want to use such as Car Hire, Motor Legal Protection, or Personal Injury.

We’ll ask you to describe the accident with as much information as possible, including photos of the damage; and ask for details of anyone else involved. Their full name, address, registration, phone number and email – the more information, the better!

Then, we’ll assess the vehicle’s damage: whether it’s fixable…or beyond repair…and discuss how we expect to settle your claim.

Your circumstances may entitle you to a courtesy car, which our claims team will arrange.

Tell us if you or any third parties are injured, so we can help with additional claims. We’ll liaise with the other parties – and their insurers – to get the best possible outcome. If you hear from any other companies, pass them onto us, so you can sit back and relax while we deal with it for you.

If you have Motor Legal Protection, depending on circumstances, we’ll appoint a solicitor to help recover additional costs such as loss of earnings or travel costs.

We’ll let you know any impact on your No Claim Discount, and inform you of the claim’s outcome, updating you as needed via text or email, however you prefer.

Every claim is different, and some may take longer than others to resolve, but our teams work hard to ensure your claim is settled as soon as possible.

We hope you won’t need the information in this video, but also that you’ll be glad you watched it, just in case you do.


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