The good news is that you have more options than most people realise. This guide walks you through the accident management process from start to finish, in plain and simple language.
What Is a Non-Fault Accident?
A non-fault accident is one where another driver caused the collision, not you. In legal terms, it means the other party is liable for the damage and any losses you suffered as a result.
Common examples include:
- Being hit from behind at a junction or in traffic
- A driver pulling out of a side road and hitting your vehicle
- Being struck while stationary, for example in a car park
Being not at fault matters because it affects who pays for the repairs, who provides your replacement vehicle, and whether your no-claims discount is at risk.
What to Do at the Scene
The steps you take immediately after the accident are important. Here is what you should do:
Stay calm and check for injuries. If anyone is hurt, call 999 first.
Move to safety if possible. If the vehicles are driveable and blocking traffic, move them to the side of the road.
Call the police if needed. You must report the accident to the police if anyone is injured, if a driver does not stop, or if the road is blocked.
Collect information. Get the other driver’s name, address, phone number, vehicle registration, insurance details, and the name of their insurer. Ask for the details of any witnesses.
Take photographs. Photograph the damage to both vehicles, the road layout, any skid marks, and the surrounding area. These could be useful evidence later.
Tell your own insurer. Most policies require you to report any accident, even if you are not making a claim through them.
Your Options After a Non-Fault Accident
Once the immediate situation is dealt with, you have a choice about how to handle the claim. Many drivers do not know about the second option.
| Option | What It Means | Who Pays the Costs |
|---|---|---|
| Claim through your own insurer | Your insurer manages repairs and replacement transport | You may pay your excess up front and claim it back later |
| Use an accident management service | A specialist company manages everything on your behalf | The at-fault driver’s insurer pays all costs |
Using an accident claim management service means you hand everything over to a company that handles the whole process for you. They deal with the other driver’s insurer directly, organise your vehicle repairs, and arrange a replacement car while yours is off the road.
What Does Accident Management Actually Involve?
The accident management process covers several things that would otherwise land on your shoulders.
A like-for-like replacement vehicle. You are entitled to a vehicle that matches what you normally drive, not a smaller or lower-spec model. This is called a credit hire vehicle. You use it while your car is being repaired, at no cost to you.
Insurance-approved repairs. Your vehicle will be repaired by a qualified bodyshop using manufacturer-approved methods and materials. This protects the quality of the repair and keeps your vehicle’s warranty intact.
No excess payment required. Because the costs are recovered from the at-fault driver’s insurer, you do not have to pay your policy excess and then wait to get it back.
No impact on your no-claims discount. This is one of the biggest worries for drivers after an accident. When the claim is handled through accident management rather than your own insurer, your no-claims discount is protected because you are not making a claim against your own policy.
Updates and communication. A good accident management company keeps you informed at every stage. You should not have to chase anyone for news about your vehicle.
Will It Affect My No-Claims Discount?
This is one of the most common questions, and the answer is reassuring. If the accident was not your fault and you use an accident management service instead of claiming through your own policy, your no-claims discount should not be affected. The claim is made against the other driver’s insurer, not yours.
Even if you do report the accident to your own insurer (which most policies require), that is different from making a claim through them. Reporting an accident and claiming on your policy are two separate things.
For more detail on the differences, read our article on how accident management differs from going through your insurer.
Do You Have to Use Your Insurer’s Recommended Repairer?
No. You have the right to choose where your vehicle is repaired. Your insurer may suggest a repairer from their approved network, but you are not obliged to use them. If you have a preferred bodyshop, or one that has been recommended to you, you can request that your vehicle is sent there instead.
This matters because not all repairers offer the same standard of work. Choosing a fully insurance-approved bodyshop with a strong reputation gives you greater confidence in the quality of the repair.
How Are the Costs Recovered?
When an accident management company takes on your case, they cover the upfront costs of your replacement vehicle and repairs. They then pursue the at-fault driver’s insurer to recover those costs.
This process can take time, which is why having a company managing it on your behalf makes a real difference. You are not left chasing the other driver or their insurer yourself.
Citizens Advice has a helpful page explaining your rights around vehicle insurance when the accident was not your fault, including what a credit hire company is and how costs are recovered.
Why Acting Quickly Matters
The sooner you contact an accident management company after a non-fault accident, the better. Delays can cause problems with evidence, make it harder to establish who was at fault, and leave you without a replacement vehicle longer than necessary.
If you have any doubt about why use an accident management company rather than dealing with things yourself or going straight to your insurer, the short answer is this: it saves time, protects your no-claims discount, and means the other driver’s insurer, not you, bears the cost.
What Infiniti Motor Group Can Do for You
At Infiniti Motor Group, we are a fully insurance-approved bodyshop based in Barking, East London. We work with all major insurers and handle the entire claims process on your behalf, from the first call to the final repair.
Our team of skilled technicians uses state-of-the-art equipment and manufacturer-approved repair methods. Whether the damage is minor or more extensive, we are committed to delivering high-quality results and getting you back on the road as quickly as possible.
We also offer courtesy cars while your vehicle is with us, so you are never left without transport.
If you have been in a non-fault accident, get in touch with us at infiniti-motorgroup.co.uk or call us on 020 8798 2590 to find out how we can help.