Total Loss Process
It may be immediately obvious that your vehicle is not going to be repairable either because the damage is so severe or, especially with older vehicles, simply not an economic proposition.
The Claim Notification Line (0800 282652) will make an initial assessment when you report your claim to them. If they assess your vehicle to be beyond repair they will arrange for your vehicle to be collected by our salvage contractor Copart for safe storage whilst we settle you claim. In some cases we may need to have your vehicle inspected by an engineer.
Before your vehicle is collected by Copart, it is important to remember to remove all your personal possessions from the vehicle - not forgetting the road fund licence (Tax Disc). You will need to supply us with your vehicle documents (V5c Registration Document, MOT, original purchase receipt, keys etc) so it is a good idea to find them and have them ready. We will let you know where they need to be sent.
If your vehicle has personal number plates you will need to make that clear to the claims handler and follow the correct processes as laid down by DVLA to make sure that your interest in the plates is protected so that you can transfer the plates to your replacement vehicle. If the vehicle is the subject of a lease or hire purchase agreement it will help to locate the agreement and provide details when you send in your documents.
Once we have made all the necessary checks (eg finance company) and one of our engineers has assessed the value of your vehicle we will contact you to discuss settlement of your claim. We will notify DVLA that your vehicle has been written off and once we have agreed the settlement figure and sent you the payment, the vehicle belongs to us and will be disposed of by our salvage contractor. Where there is an outstanding balance on any finance arrangement we are obliged to pay the finance company this amount, and you will be paid the remainder up to the agreed value of the vehicle less any excess.
If your car is stolen or a total loss we will settle your claim by paying you the market value of your car unless you are entitled to new car replacement.
To establish the market value of your car we use a number of sources including Glass’s Guide, AutoTrader adverts and dealer websites. The market value will take into account the exact model of your car and any optional extras as well as the overall condition of your car allowing for the recorded mileage and any pre-accident damage for example.
When we discuss the market value with you it will help if you have done some research of your own and we recommend that you take a look at similar cars for sale in your area.
If your vehicle is less than 2 years old and is stolen, beyond economic repair or the repairs will cost more than 60% of the manufacturer’s list price then we will pay the cost of replacing your car with one of the same make, model and specification. You have to own the car or be buying it under an agreement where the car becomes yours. If a replacement is no longer available then we pay you the amount you paid for your car.
Personal Number Plate
If your vehicle is stolen or written off and has personal number plates you will need to act quickly to transfer the personal number plate or put it on retention to make sure that settlement of your claim is not delayed. To help speed things along we even refund the transfer or retention fee so no excuses!
Your claims handler will discuss the process with you in more detail but in short we will not be able to settle your claim in full until the personal number plate has been removed from the vehicle by DVLA and we have details of the new registration. Please follow the guidance on the DVLA web pages to transfer the plate or put it on retention as soon as we confirm that your vehicle is a write off.