Making an insurance claim

You’ll need to reach out to your insurance provider directly to make a claim. We’re only able to support you with making an insurance claim if insurance is included in your contract with us.

Contact our accident management partner (FMG) as soon as possible after an incident (ideally within 24 hours). To do this call the Driverline number on 020 3322 2601 at any time - it’s open 24/7. You can also log your claim on their online portal here.

Our partner FMG will 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 a courtesy car may be provided (depending on availability).

After you’ve made your claim, FMG will send you a unique URL from their portal (FMG Connect link) so you can follow the progress of your claim. An FMG approved repair centre will also contact you to book an assessment. For minor bumps, they may ask you to submit photos of the damage instead of seeing it in person.

Once your car’s been inspected (in person or remotely, depending on the size of the damage), your approved accident repair centre will submit a cost estimate to your insurer or underwriter for approval.. Once approved, the repair centre will order any required replacement parts and schedule your repair appointment. You can follow your repair progress online via the FMG Connect link.

A courtesy vehicle may be provided, dependent on availability. If you need a courtesy car, please let FMG know as soon as possible or when organising your car’s repairs. This may not always be an electric vehicle, but we’ll try to make sure it is, wherever possible.

Even if the damage wasn’t caused by you, you'll need to pay your excess for all claims and repairs before collecting your car. If it’s confirmed that it wasn’t your fault, your excess charge will be refunded, this can take up to 90 days after the fault is confirmed.

Excess applies per incident, not per area of damage. If one accident damages multiple parts of your car, you pay one excess. If damage happened on different occasions, each event must be logged as a separate claim with its own excess.

Please refer to your policy documents or the insurance eligibility page for specific excess amounts. Multiple areas of damage, not arising from the same incident, would incur multiple excesses.

We recommend you report any damage as soon as possible via the Driverline number. This is because repair times can vary (it can take time to book assessments, order required parts etc). If your car has damage from separate, unrelated incidents, each event must be logged as an individual claim with its own policy excess.

If you’re coming to the end of your contract it’s important that you wrap up any open insurance repairs before returning your car, to avoid unexpected costs.

We may send you a link to do a self-inspection of your car to help you estimate any end-of-lease damage costs. If you choose not to repair the car and the damage is outside of BVRLA Fair Wear & Tear standards, this may incur additional costs at the end of your contract.

Should damage occur near the end of your contract, you can either:

1. Continue with the repair through insurance.

Or

2. Return the car with damages.

You can read more about what classifies as damage and what counts as fair wear and tear in our Damages guide.