Claims and insuranceOctober 16, 2026

Non-fault accident claims explained

After a non-fault accident, the other driver's insurer is normally responsible for the costs of your repair. Accident management is one way of handling that claim, where a specialist company deals with the paperwork and the insurer for you.

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What non-fault means

You were not responsible for the accident, so the claim goes to the other driver's insurer. Typical cases are being hit while parked, being rear-ended, or being struck by a driver who failed to give way.

Check everyone is safe and

Check everyone is safe and call the emergency services if anyone is hurt.

Swap names, addresses, phone numbers,

Swap names, addresses, phone numbers, registrations and insurer details.

Photograph both vehicles, the road

Photograph both vehicles, the road layout and any damage from several angles.

Note the time, the place

Note the time, the place and any witnesses.

How accident management works

We work with trusted accident management partners. The partner handles the claim with the other driver's insurer, and we carry out the repair at our Enfield workshop. The partner runs the claim, which means gathering the evidence, pursuing the other insurer and agreeing the repair costs. We handle the car. See non-fault accident management for the service itself.

Who is the partner company, and who will be your day-to-day contact?
What does the service cover: repairs, a courtesy car, recovery?
Will you pay an excess?
What happens to your no-claims bonus?
Who pays if the other insurer disputes who was at fault?

Get a photo quote Call 020 7060 3666

Accident damage often covers more than one area, such as a bumper, a panel and a wheel. We repair bodywork and alloy wheels in-house at Crown Road, so one workshop can look at all of it. Split bumpers are repaired or replaced, depending on the damage, and painted bodywork repairs carry a 12-month guarantee, subject to aftercare. Major collision repairs are outside what we take on, so for structural damage, send photos and we'll tell you whether we can help. Send photos of every damaged area, including the wheels, as soon as you can after the accident. Photos taken before the car is moved or cleaned help the claim as well as the repair quote.

Taxi and PCO drivers

Drivers who need a licensed vehicle to keep working have a separate route. We work with EDGE Accident Management for PCO and taxi claims. You can choose your own repairer. Take your time, keep your photos and accident details together, and talk to us before you accept the first offer you receive. If your accident also caused wheel damage, how to claim for pothole damage explains a related kind of claim.

See PCO and taxi accident management

Quick answers

Who handles the claim?

An accident management partner handles it. They contact the other driver's insurer, collect the evidence and agree the repair costs, and we repair the car. For PCO and taxi drivers the partner is EDGE Accident Management.

Do I lose my no-claims bonus after a non-fault accident?

This depends on your insurer and the circumstances. Ask them directly, and ask the partner what they will do to protect your record.

Can I choose where my car is repaired?

Yes, in most cases. Check your policy with your insurer, then tell the claims handler where you want the repair done.

Do I have to use accident management?

No. You can make the claim yourself through your own insurer. Accident management suits drivers who want someone else to run it.

Talk to us about your claim

Call us to talk through what happened and which route suits you. Our team will explain how the partner handles the claim and when the repair can be booked. Call us on 0207 060 3666, or see the non-fault claims page. Unit 1, 38 Crown Road, Enfield, EN1 1TH · Mon-Fri 8am-6pm · Sat 8am-1pm

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