If you have been involved in a road traffic accident you will need to log a claim with our insurer by calling 0345 034 8647 and selecting the option for "accidents excluding glass".
Once your claim is logged, one of our approved repairers will get in touch about the repairs required. They may also be able to provide you with a courtesy car should you require one.
How much is my excess and when will I be charged?
Once your claim is logged, the standard excess is £1,000. However, if you have purchased of of our reduced damage excess bolt-ons, you’ll pay a reduced amount (either £650, £350, or there will be no excess to pay).
We will attempt to charge your default payment card 4 days after you log the claim with our insurer. If your payment fails, we will retry the payment. You will receive an email confirming the excess amount and date it will be attempted, along with the alternative ways to pay if required. You will not be eligible for a replacement car until the excess is paid in full.
Please be aware - if your insurance excess payment continues to fail, we may pass your details to a debt recovery agency and you cannot subscribe to a new car with us until this is resolved.
Why do I have to pay an excess?
As with any insurance policy, the excess is applicable on all claims whether at fault or not.
If you are found not at-fault - Once all of the repairs have been completed and we have relevant documentation to evidence the costs incurred, we pass this to our solicitors who will then pursue recovery of our costs from the third party. Once the full costs have been recovered, your excess will be refunded.
If you are found at-fault - Once repairs are completed we will refund you any difference between the repair cost you’re liable for and your excess payment. If the repair cost is equal to or more than the excess you paid us, you won’t owe us any more as the excess is the limit of what you’re liable for.
It’s important to remember that insurance excess limits may not apply in the event an accident caused as a result of gross negligence, i.e. speeding, driving without due care and attention, reckless endangerment, etc.
When will I get my excess back?
As the process can vary from case to case depending on the complexity of the claim, we are unable to provide a specific estimate as to when an excess will be returned to you.
I can’t afford my excess
If you’re struggling with paying your insurance excess, we now offer Klarna as an option to spread the cost, should you wish to do so.
Please be aware that Klarna is a ‘buy now, pay later’ lender. As such, they will assess your affordability and perform a credit check as part of the application process before making a decision. Read Klarna's Terms & Conditions.