Straight answers when it matters most
Most claims settle without a phone call. When yours needs a person, you will know who has it and what happens next.
If anyone is hurt, call 999 first.
Then take these steps before you tidy anything up. Photographs taken in the first ten minutes settle more claims than anything sent later.
How to read this site
Everything about cover, process and our repairer network is open, on the page, in plain words. Anything about your policy or your claim needs your policy number and postcode first. That line is deliberate and it does not move.
Open ground
Cover, exclusions and excesses for all three products.
Marked route
The six stages a claim moves through, and who holds it.
Control points
The approved repairer network, and who is suspended.
Restricted
Your policy and claim records. Policy number plus postcode.
What we cover
What is covered, what is not, and the excess you pay. No asterisks.
Collision, fire and theft, windscreen, third party, and a courtesy car during an approved repair.
£500
standard excess
Fourteen insured perils, from fire and flood to subsidence, escape of water and malicious damage.
£250
standard excess
Emergency medical treatment abroad, repatriation, cancellation, delay and lost baggage.
£100
standard excess
The route a claim takes
A claim is never in a mystery state. It is at exactly one control, and the name tells you who is holding it.
01
Submitted
We have your notification and have opened the claim.
02
Evidence Requested
We are waiting for something from you, such as a quote, receipt or photograph. The claim cannot progress until it arrives.
03
Under Assessment
We have everything and an assessor is reviewing it.
04
Approved - Awaiting Payment
The outcome is agreed and payment is scheduled.
05
Settled
The money has left us.
06
Declined
We cannot pay the claim. You will receive a letter explaining why and how to appeal.
Our approved network
Work by an approved repairer is guaranteed for three years and paid directly by us, so there is nothing for you to reclaim. Check a firm before you book: approval can be withdrawn.
Haldane Accident Repair
South East
Castlefield Restoration
North West
Brookvale Motors
Suspended. Please do not book work with them while that is the case.
The things people actually ask
Training material
Contoso Insurance is a fictional company. This website was built as training material for a course on the Microsoft agent stack, and every policy, claim, repairer and phone number on it is invented. Nothing here is a real insurance product and none of it is financial advice.