Guide to car insurance claims

What do I do if I have an accident?

Firstly, ensure you're safe and move to the side of the road or footpath. If someone is injured call 999 to get medical help and alert the police.

Before moving any vehicle(s) take photos of the accident showing damage, positioning on the road and location of the incident. Exchange name(s), address(es) and contact details with any other party involved. You should also note their registration(s), vehicle make, model, colour and any insurance details they may have.

Your insurance is there to protect you and the claims services included within your policy mean MIS will handle the claim on your behalf. Regardless of blame call MIS as soon as you can to report the incident on 028 9041 0220.

What information will I need when I call MIS to report a claim?
You will need to have your:

  • Broker reference (if possible)
  • Personal information to verify your identity – such as your address and date of birth
  • The date of the incident
  • Police details (Where applicable)
  • Names & addresses of any other parties involved or responsible for the incident (including details of injuries) and names & addresses of any witnesses.
  • Any dashcam footage you or any witnesses have.

What do I do if the accident was not my fault?

If you are involved in an accident that was not your fault, MIS and their experienced claims handlers will take care of everything for you. MIS will pursue a claim against the responsible party's insurance policy, however, it may be better in certain circumstances to utilise your own insurance policy. MIS can provide you with legal assistance for personal injury and organise your repairs with an approved repairer or an inspection by an independent engineer.

How long will my claim take to be processed?
Timescales for claims vary, depending on the nature and the extent of damage/loss.

Will I have to pay an excess?
All policies include an excess and this will be noted in your policy documents. If it is clear from the circumstances of the incident that you are not to blame, MIS will pursue a claim against the responsible party's insurance where possible which will avoid a claim against your own policy and therefore avoid payment of your excess.

Will I get a replacement vehicle?

If your vehicle is repairable and you avail of an approved repairer suggested by MIS, the approved repairer can supply a courtesy car for the duration of your repairs at no cost to you. If your vehicle is deemed a total loss by an engineer, you are entitled to 7 day car hire through your Hughes policy. If the incident was not your fault and you require a like-for-like replacement vehicle similar to your own to suit your needs MIS can provide this.

Can I use my own repairer?

You can use your own vehicle repairer however, they may not provide the same benefits as those who are approved by MIS or your insurance company. Approved repairers are a trusted repairer who provide a high standard of work. Also, the approved repairer can provide you with a courtesy car, they will liaise directly with MIS or your insurer to save you any hassle and there is a 3 year guarantee on parts with the approved repairer.

Windscreen Claims with Hughes Comprehensive Cover*

To book a windscreen repair or replacement, please contact National Windscreens on 0800 028 0002 or book an appointment on National Windscreen’s website.

If your windscreen can be repaired and you use National Windscreens, you will not have to pay an excess. If your windscreen is damaged beyond repair, your replacement will be subject to an excess as shown on your policy schedule. Cover is unlimited if you use National Windscreens to replace or repair your glass.

Your insurer will not pay more than the market value of your car for the cost of repairing or replacing your glass.

Terms, limits and exclusions apply.

*Windscreen cover applies to Comprehensive cover only. If your windscreen cannot be repaired and needs replaced an excess is payable by you the Policyholder.


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