Personal Motor Claims
Our claims service
When it comes to a motor claim, our claims team are here to support you and your clients. From bodily injury to theft and collision to windscreen damage, our dedicated claims handlers will guide you and your clients through the claims process.
Our team of claims handlers are on hand to both you and your client, alongside our extensive selection of support teams including both Deskside and Field Engineers, Technical Claims Managers, Customer Service Managers and many others who can support Claims in making your clients claim journey as efficient as possible.
Help us to handle your client's claim
Let us know about the claim as soon as possible.
Regardless of the nature of the incident, help us to handle your client's claim quickly by notifying us promptly and providing as much key information as you can.
This will help us to assess the claim and route it appropriately, especially if additional internal or external expertise is required.
Where possible, when notifying the claim, please provide us with:
Policyholder/driver details:
- Vehicle owner/driver of vehicle details
- Policyholder date of birth, address and contact information
- Purpose for use of vehicle on incident date
- Details of period licence held alongside any known convictions or medical information
Incident details:
- Date, time and location of damage/loss
- Circumstances - what happened, what has been affected and who is affected?
- Third party details such as registration, name, address, contact information (if applicable)
- Description/photos of extent of damage
- For vehicles deemed a total loss - a copy of the V5, purchase invoice, proof of funds and service documents
- Any additional supporting information - e.g. photos, dashcam footage, CCTV, witness details, crime reference numbers
Guidance by claim type
If your client is looking to make a claim with us under their Personal Lines Motor Policy, for more guidance on specific information we may need, search for the relevant claim type below. Providing us with this (alongside the above key information) when we're notified of the claim may help us to progress the claim more quickly.
Collision - Multi-vehicle
Collision - Single-vehicle
Collision - abroad or with an overseas vehicle
Make a claim
If there's been damage as a result of an accident with another vehicle (or vehicles), your client may now be looking to notify a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- How many vehicles were involved in the incident?
- What were the details of the third-party(ies) involved? I.e. registration number, vehicle make and model, contact information
- Was anyone injured in the incident?
- If involved in a rear-end shunt with multiple vehicles, how many times was an impact felt?
- If property was damaged in the collision, please provide details/images/information regarding the owner if applicable
Make a claim
When your client has unfortunately been involved in a collision with an object or third-party property, they might be looking to submit a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What was damaged in the collision? I.e. tree, lampost, damage to third-party property
- What was the extent of the damage?
- If applicable, what are the details of the third-party property owner?
Make a claim
Whether your client has had a collision in the UK with an overseas registered vehicle, or a collision abroad*, they may want to make a claim for the damage.
* An incident outside of the UK territorial limits - see policy documents for further information.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
For incidents in the UK involving an overseas registered vehicle:
- What was the third party registration and country code? For Heavy Goods Vehicles (HGV), please provide the cab and trailer unit registration.
- Were any copies/images of any documentation exchanged at the seen (such as a third party greencard, claim form/constat amiable). If so, please provide these.
For incidents outside of the UK:
- Is your client's vehicle mobile/immobile?
- What was the reason for the client's travel? Are they still overseas?
- If a third-party was involved, is there a copy of a claim form/constat amiable/agreed statement of facts?
Fire
Flood
Bodily injuries
Make a claim
In the case of fire damage to a client's vehicle(s), they can let us know to start the claims process.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Where did the fire originate from?
- What was the extent of damage done as a result of the fire?
- Where was the vehicle when the fire happened?
- Where is the vehicle currently located?
- Was anything in the surrounding area damaged as a result of the fire?
- Were the emergency services notified? If so, please provide reference numbers and details
Make a claim
If your client has been unfortunate enough to have their vehicle(s) damaged as a result of flooding, they may want to make a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What type of water caused the flooding? Was it from a storm, heavy rain, river bank burst or drains?
- Was the vehicle being driven, stationary or parked and unattended at the time it was damaged?
- How high were the water levels outside the vehicle (and if applicable, inside)?
- If water entered the vehicle, where in the vehicle did it reach? E.g front footwells, boot, rear footwells?
- If the vehicle was abandoned as a result of flooding, were any windows or doors left open?
Make a claim
Has your client suffered any bodily injuries from a motor accident? Get in touch with us to start a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Individual(s) details (whenever available) – Name, address, contact details.
- Injuries sustained.
- Did all/ any of the individuals injured received medical assistance at the scene?
- Was anyone taken to hospital?
- Were any additional statements or comments noted by our policy holder, relating to the injuries?
Malicious damage
Theft
Windscreen
Make a claim
In the event that your client's vehicle(s) have been damaged maliciously or vandalised, they may want to let us know.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Does the vehicle require urgent recovery (due to increased risk of theft or injury)?
- Any CCTV or footage captured of the incident?
- Please provide images of damage caused where possible.
- Has anything been stolen from inside the vehicle? If so, please provide item details.
- Current vehicle location?
Make a claim
If your client's vehicle(s) have been stolen, they may wish to submit a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What was the last known location of the vehicle? How often is the vehicle left at this location?
- Was the vehicle locked and secured when last seen?
- Where are key sets for the vehicle normally kept and are any sets missing?
- Has the theft been reported to the police via their non emergency number (101)? If so, please provide a crime reference number
- Is there any CCTV/security footage in the area where the vehicle was left?
- Is there any tracking information available to help identify the whereabouts of the vehicle?
- Has the vehicle now been recovered since the theft?
Make a claim
For windscreen damage claims, your clients can get in touch.
More information
If your claim involves damage to glass only, your client can book their repair or replacement with one of our providers:
- Autoglass – 0333 999 0100*
- Auto Windscreen - 0800 587 6868*
All they need to to provide is their vehicle registration number.
* The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles. Calls to 0800 numbers from UK landlines and mobiles are free. For our joint protection telephone calls may be recorded and/or monitored.
Make a claim
You can notify us of the claim by phone, email or online. We'll assess your client's claim and guide you through the next steps to help them get back to normal, as soon as possible.
If it's an emergency, our lines are open 24 hours a day so we're there for when you and your clients need us the most.
Online
You can submit a new claim quickly and easily via our online process
Your claims contact
Get in touch with us
Existing claims
Looking for an update on an existing claim?
Log into Aviva Broker and select 'Track Claim'. You can view a snapshot of activity on an outstanding claim for up to the last 90 days and gain real time updates on how the claim is progressing.
Can't find what you're looking for?
Find your claims contact below or alternatively, head back to our claims service page.