Car Insurance Claim Process
Been in a car accident? Knowing what to do can help you avoid delays and make the claim process easier. Follow these steps to protect yourself, report the incident and start your car insurance claim.
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What to do in the first hour after a car accident
After an accident, focus on safety first:
Check for injuries
Call emergency services if anyone is injured. Move to a safe place if possible.
Take photos
If it is safe, photograph the damage, number plates and accident scene.
Exchange details
Get the other driver's name, contact details, vehicle registration and insurance information.
Avoid admitting fault or agreeing to private settlements under pressure
Record the facts and let the relevant parties assess the incident.
Arrange help carefully
Contact your insurer for towing instructions and avoid unsolicited tow trucks.
Make a police report within 24 hours and notify your insurer promptly, following the applicable requirements.
How to make a car insurance claim: step by step
Once everyone is safe, follow these steps:
Make a police report
Make a police report within the required timeframe.
Contact your insurer
Contact your insurer or Takaful operator to report the accident and ask which claim process applies.
Prepare your documents
Prepare your documents, including your policy details, police report and accident photos.
Use an approved workshop
Use an approved workshop and follow your insurer's instructions for towing and repairs.
Wait for assessment and approval
Wait for assessment and approval before repair work begins, where required.
Check the claim outcome
Check the claim outcome and clarify any excess, betterment or other charges before collecting your car.
The insurer or Takaful operator assesses, approves or rejects the claim and pays any approved amount. If you bought your policy through BJAK, you can contact BJAK for help locating your provider and policy documents.
Documents needed for a car insurance claim
Requirements vary by insurer and claim type, but you may need:
- Police report
- Car insurance policy or Takaful Certificate
- Driving licence and identification
- Vehicle registration details
- Accident photos and the other driver's details
- Completed claim form and any supporting documents requested by your insurer
Keep copies of the documents you submit and your claim reference number for follow-up.
Which type of car insurance claim applies to you?
The right claim route depends on the accident, who was at fault and your policy.
| Claim type | When it may apply |
|---|---|
| Own-damage claim | You claim under your own comprehensive policy for covered damage to your car. |
| Own Damage Knock-for-Knock (OD-KFK) | You may claim through your own insurer when another insured driver was at fault, subject to eligibility. |
| Third-party claim | You claim against the other driver's insurer for damage they are legally responsible for causing. |
If you were not at fault, ask your insurer whether OD-KFK is suitable before proceeding.
What can affect your claim payout?
Your payout depends on your policy terms, the assessment and the circumstances of the loss.
- Excess
The amount you may need to pay towards a claim.
- Betterment
A contribution that may apply when replacing old parts with new original parts.
- NCD
An own-damage claim may affect your No Claim Discount at renewal. The effect depends on the claim type and applicable rules.
- Sum insured and valuation basis
Market value or agreed value terms can affect the amount payable for a total loss.
Check your policy schedule and ask your insurer which deductions apply to your claim.
How to claim for flood damage
Flood damage is generally excluded from standard car insurance unless your policy includes suitable protection, such as Special Perils cover.
If your car is flooded, do not start the engine. Take photos when safe, contact your insurer and follow its instructions for towing and assessment.
Read more about flood damage and Special Perils cover.
What to do if your car insurance claim is rejected
If your claim is rejected, ask your insurer for the reason in writing and check the relevant policy terms. You can then submit a complaint through the insurer's internal complaints process.
If the dispute remains unresolved, you may be able to approach the Financial Markets Ombudsman Service (FMOS), subject to its eligibility requirements and time limits.
Frequently asked questions
Make a police report within 24 hours and notify your insurer promptly. Follow the applicable reporting requirements and your policy terms.
Not necessarily. An eligible OD-KFK claim may protect your NCD. Confirm your eligibility with your insurer.
Generally, no. Third-party-only cover protects against covered liabilities to others, not accidental damage to your own car.
It depends on the claim type, damage assessment, documents and insurer's process. Ask your insurer for updates using your claim reference number.
Report the accident and contact your insurer for guidance. Whether your own damage is covered depends on your policy and the circumstances.
Yes. Contact the insurer or Takaful operator named in your policy to make the claim. BJAK can help you locate your policy documents and provider's contact details, but the provider makes the claim decision.
Need help with your car insurance?
Keep your policy details and accident documents handy so you can act quickly when needed. If you're reviewing your cover before renewal, compare car insurance options on BJAK and check the coverage, exclusions and excess before choosing a policy.