We can only support you with making an insurance claim if insurance is included in your contract with us.
If you don't have insurance included in your contract
If you’ve arranged your own insurance, contact your insurance provider directly.
If you have insurance included in your contract
How can I let you know I need to make a claim?
Our accident management partner (FMG) will walk you through making a claim. Just call the Driverline on 020 3322 2601 to let them know you need to make a claim. Let them know as soon as possible. You can call at any time, 24/7.
What happens after I’ve told you that I need to make a claim?
FMG, our accident management partner, will support you through your claim.
They’ll ask for details of the incident to understand what condition the car is in. If it’s not safe to drive, they’ll arrange for it to be recovered and help you with a courtesy car or other alternative.
How can I get updates on my repair?
FMG will give you access to their online portal, where you can see all the details of your repair including a description of the damage, third-party information, how to contact the repair garage, when your repairs are being done, repair progress so far, and when they expect it to be done.
If you need to make a claim that hasn’t been caused by a road traffic accident, you’ll still need to let FMG know and arrange inspections and repairs, as you would if it were.
Inspection of the car
After you’ve made the claim, an accident repair centre will contact you to get your car booked in to be checked. You may be asked to submit a self-assessment by sending them photos of the car. You must use FMG-approved workshops for repairs to avoid potential 'poor repair' charges when you return the car at the end of your agreement.
Vehicle repairs
Once the accident repair centre has inspected your car, they’ll share the cost estimate with us for approval.
Once we’ve approved they’ll order replacement parts and schedule your repair appointment. You’ll be able to follow the repair progress online through FMG Connect.
Will you provide a courtesy car while mine’s being repaired?
If you need a courtesy car, please let FMG know as soon as possible when you’re organising your car’s repairs. This may not always be an EV, but we’ll try to make sure it is, wherever possible.
Will I need to pay excess? Even if it isn’t my fault?
Yes. You’ll need to pay £250 excess for all claims and repairs before collecting your car. If it’s confirmed that it wasn’t your fault, we’ll refund your excess charge, this can take up to 90 days after the fault is confirmed.
Should I report any damage to my car?
Yes. From minor bumps to major ones, please get in touch through the Driverline (020 3322 2601).
Any damage to your vehicle might land you with a bill when you return the car. We recommend repairing damage sooner rather than later to avoid unexpected costs at the end of your contract.
We may send you a link to do a self-inspection of your car to help you estimate any end-of-lease damage costs. But you’re aware of any damage to your car, please get in touch with us as soon as possible so we can talk you through your options. If you choose not to repair the car and the damage is deemed substandard at the end of the lease, you may be charged for additional costs.
You can read more about damages, in our damages section.