How it works

From the crash to closed.

Every step of a non-fault claim, in order. What you do, what we do, and how fast. Nothing hidden in the paperwork.

Start my claim — 90 seconds Explore the steps

£0 upfront
Car within 2 hours
Every step in your portal

The clock, in writing

Report on your phone90 sec
Car delivered inside London2 hours
At-fault insurer notifiedDay 1
Replacement collected when yours is backSame day

Times are what we do. How the insurer responds, and how a claim ends, is not something we promise.

90s

To report

On your phone

Car delivered

Inside London

£0

Upfront

Hire is on credit

24/7

Accident line

020 7052 5403

The whole journey

Seven steps, start to finish

Every step visualised. Tap any card to jump to its detail.

90 seconds

Tell us what happened

On your phone, in your own words. Photos are time-stamped. You read the terms, then sign electronically.

Jump to detail

Within 2 hours

Your car arrives

Like-for-like, delivered to you inside London. PCO-plated if you drive PCO. You check it with our driver and sign the condition report.

Jump to detail

From day 1

We deal with the insurer

The at-fault insurer is notified on day one. Every letter, call and reply is logged in your portal the day it happens.

Jump to detail

Days to weeks

Repair, or total loss

Your car is inspected. Either it is repaired at a repairer you choose or ours, or it is a total loss and a pre-accident value is agreed.

Jump to detail

Itemised

Your losses, listed

Hire, recovery, storage, excess, loss of earnings. Each item goes in a schedule of loss with its evidence, and is pursued from the at-fault insurer.

Jump to detail

Same day

Car back, ours collected

Your repaired car comes back, or your total loss is paid. We collect the replacement, usually the same day, so you are never without a car.

Jump to detail

Closed

Claim closed

The insurer settles the schedule of loss. Anything owed to you is paid to you. Your documents stay in your portal.

Jump to detail

The whole journey

Seven steps, start to finish

What you do and what we do at every step. Steps can overlap, and your claim may not need all of them.

01
90 seconds
Tell us what happened
On your phone, in your own words. Photos are time-stamped. You read the terms, then sign electronically.
You do
Fill in the 90-second report, or call us
Take the guided photos if you are at the scene
Read the hire agreement and how we are paid
We do
Call you back and take your account once
Check the other driver's insurer from their registration
Tell you honestly if the claim looks weak, before any car is sent
Do not say sorry at the scene and do not sign anything from the other driver's insurer. Tell us the same day if they call you.
The first-hour checklist
02
Within 2 hours
Your car arrives
Like-for-like, delivered to you inside London. PCO-plated if you drive PCO. You check it with our driver and sign the condition report.
You do
Show your driving licence
Walk round the car with our driver
Sign the condition report on their phone
We do
Match the class of your own car
Deliver inside London within 2 hours of acceptance
File the TfL 72-hour notification for PCO drivers
The daily rate is in your agreement and your portal before the car leaves us. Nothing is hidden in the paperwork.
See the fleet and vehicle classes
03
From day 1
We deal with the insurer
The at-fault insurer is notified on day one. Every letter, call and reply is logged in your portal the day it happens.
You do
Send us anything the insurer posts to you
Do not agree or refuse offers on the spot. Tell us
Watch the portal, ask us anything
We do
Notify the at-fault insurer and send our evidence
Handle every call and letter for you
Chase, and log every chase, so you never have to
If the insurer disputes fault, they must prove it. We ask them to set out exactly what they rely on.
If the insurer says it was your fault
04
Days to weeks
Repair, or total loss
Your car is inspected. Either it is repaired at a repairer you choose or ours, or it is a total loss and a pre-accident value is agreed.
You do
Choose your repairer, or use ours
Approve any extra work before it starts
Send us evidence of your car's value if it is a total loss
We do
Arrange inspection, estimate and authorisation
Post repair updates in your portal
Check any valuation against comparable cars and challenge it with evidence
A completion date can move if hidden damage is found or a part is delayed. When it moves, the portal says so.
Check a pre-accident value
05
Itemised
Your losses, listed
Hire, recovery, storage, excess, loss of earnings. Each item goes in a schedule of loss with its evidence, and is pursued from the at-fault insurer.
You do
Send receipts, statements and Uber or Bolt earnings records
Tell us about anything else the accident cost you
We do
Build the schedule of loss, line by line, with evidence
Send it to the insurer and deal with their response
Show you what is claimed and what is agreed
We never promise a figure. The insurer decides what it pays, and the courts decide if it does not. We show you every line either way.
Loss of earnings, explained
06
Same day
Car back, ours collected
Your repaired car comes back, or your total loss is paid. We collect the replacement, usually the same day, so you are never without a car.
You do
Check the repairs before you accept the car
Hand back the replacement with the condition report
We do
Confirm the hire end date with you in advance
Collect the replacement at a time you choose
Log the final condition report in your portal
Handing back the replacement does not mean the money side is finished. That can take longer, and the portal keeps going until it is.
07
Closed
Claim closed
The insurer settles the schedule of loss. Anything owed to you is paid to you. Your documents stay in your portal.
You do
Read the final statement
Tell us if anything is wrong. We put it right
We do
Send you a final written statement of what was recovered
Pay you anything owed, with nothing deducted without your written agreement
Keep your file available in your portal
Nothing is deducted from a settlement without your written agreement. How we are paid is set out before you start.
How we are paid

Throughout

Three things that never change

Whatever step you are on, these hold.

Terms before you sign

The hire agreement and how we are paid are explained before a car is sent. Ask anything first.

Your portal, updated daily

Letters, calls, repair updates and the daily rate. Logged the day they happen.

Not on your policy

We claim from the at-fault insurer. Your excess and no-claims bonus are not touched.

Insurer vs us

Claim on your own policy, or claim from theirs? It's not close.

After a non-fault accident you have two routes. One costs you your excess and puts a claim on your record. The other doesn't.

Route A

Through your own insurer

Your excess
You pay it first — usually £250 to £1,000 — and try to get it back later.
Your no-claims bonus
A claim goes on your own policy. Your bonus can be affected until fault is settled.
Claim on your policy
Yes — a claim is opened against you and stays on your record.
Replacement car
Whatever your policy allows — often a small hatchback, sometimes nothing.
If you drive for Uber, Bolt or FREENOW
Standard courtesy cars aren't PCO-licensed. You can't work.
Who chases the at-fault insurer
You do — on hold, between jobs, for weeks.

Route B

Not on your record

With Courtesy Cars UK

Your excess
Nothing to pay. We claim from the at-fault driver's insurer, not you.
Your no-claims bonus
No claim on your policy, so your no-claims bonus isn't touched.
Claim on your policy
No. It's not on your record — the at-fault insurer carries it.
Replacement car
Like-for-like. TfL-plated if you drive PCO, so it matches what you lost.
If you drive for Uber, Bolt or FREENOW
TfL-licensed replacement so you keep earning while your car is fixed.
Who chases the at-fault insurer
We do. Every call and letter is logged in your portal.

Start my claim — 90 seconds

Questions

About the journey

No. If your car is driveable you may skip recovery. If liability is accepted quickly the insurer step is short. Your handler tells you which steps apply to you, and the portal shows where you are.

Call us. One number, 24/7. The portal also has a message thread on your claim so you can ask in writing and keep the answer.

The steps stay the same, but the insurer step takes longer and we gather more evidence first. We tell you before a car is delivered if the claim looks at risk.

All questions

Already have a claim?

Your updates. In one place.

Progress, documents and messages recorded on your claim. Have your claim reference, last name and postcode ready.

Open my claims portal

Step one

Start with the 90-second report

Tell us what happened. We call you back, explain the terms, and get a car moving.

Start my claim — 90 seconds Call 020 7052 5403