Claim through their own policy
You handle the claim. Their policy excess may apply until it’s recovered, and the claim can affect their no claims discount.
For insurers and MGAs
Customer not at fault? Make sure they know their options before they claim.
An independent non-fault route for eligible customers, with the disclosure, suitability checks and evidence you need to refer with confidence.
Every referral comes with
- Clear disclosure that we are independent, not their insurer
- Suitability checked before anything is agreed
What your customer can choose at first notification
Telling you about the accident and claiming through their policy are two separate decisions. These are the three routes open to them.
Claim directly from the at-fault insurer
They deal with the other driver’s insurer themselves. It can take longer and be more involved.
Refer to Motor Claims Department
An independent route for eligible non-fault customers. We arrange recovery, a replacement vehicle and repairs outside their policy, and pursue the at-fault insurer for the costs.
How a referral worksHow a referral works
Refer the customer
Transfer the call, send the link or use the referral form. Whichever suits your claims team.
We check suitability
Liability, what their policy already covers and whether they need a replacement vehicle. If the claim isn’t right for us, we say so.
We explain everything first
Who we are, how credit hire works and what happens if fault is disputed, before they agree to anything.
We manage the claim
Recovery, a like-for-like vehicle where appropriate and repairs, with updates for you as it moves.
What you get back
Reporting
Status on every referral, so you can see how customers are treated.
A clear complaints route
Complaints handled and escalated through a documented process.
Why this matters now
The Financial Ombudsman Service expects the options open to a customer after a non-fault accident to be explained fairly.
You already talk customers through their options after a non-fault accident. Motor Claims Department gives you an independent route you can confidently introduce to suitable customers, with the evidence to show the choice was explained fairly.
Talk to our partnerships team
Tell us about your customers and claims process, and we’ll set out how a referral route would work for you.