Being in a car accident is stressful enough without having to work out insurance forms, phone calls and paperwork on top of it. That is where claims services come in. They take the whole process off your hands, from the moment your car is damaged to the moment you get it back, repaired and ready to drive.
At Infiniti Motor Group, we run our own claims service for drivers across Essex and East London. This guide explains what a claims service actually does, the different ways you can sort out a claim, and how our service works from start to finish.
What is a claims service?
When your car is damaged in an accident, several things need to happen. Someone has to recover the car if it cannot be driven. Someone has to talk to the insurance company and fill in the right forms. Someone has to arrange a car for you to use while yours is being fixed. And someone has to organise the actual repair.
A claims service handles all of this for you. Instead of doing each of these jobs yourself, one team manages the whole thing, so you only have to make one phone call.
The three ways to sort out a car insurance claim
If you are in an accident that was not your fault, you usually have three options for getting your car sorted. Each one works a little differently, as we explain in more detail in our guide to car claims after a non-fault accident.
| Route | Who pays first | Effect on your no claims bonus | Courtesy car |
|---|---|---|---|
| Claim through your own insurer | You pay your excess, insurer claims it back later | Can be affected unless the claim is recorded as non-fault | Usually a basic runaround car |
| Claim directly with the other driver’s insurer | Their insurer pays, you pay nothing | Not affected, since your own policy is not used | Depends on what the other insurer offers |
| Use a claims management service like ours | We deal with the at-fault insurer, you pay nothing | Not affected, since your own policy is not touched | Like-for-like courtesy car provided |
Recognising which route suits your situation is the first step. If the accident was clearly not your fault, using a claims service is usually the easiest option, because you are not the one chasing anyone for money.
How our claims service works
Once you call us after an accident, our claims service takes care of the following steps.
1. We arrange recovery. If your car cannot be driven safely, we organise recovery to get it off the road and into our workshop.
2. We deal with the insurance side. We contact the right insurer and handle the paperwork, so you do not need to sit on the phone explaining what happened more than once.
3. We check the car properly. Our technicians examine the damage closely, including anything hidden that is not obvious just from looking at the outside.
4. We arrange your courtesy car. You are kept mobile with a replacement vehicle while the repair is carried out.
5. We carry out the repair. Our team uses manufacturer-approved parts and methods, the same standard used in our accident repair service.
6. We check everything before you collect the car. Every repair goes through a final inspection to make sure it meets the right standard before it comes back to you.
7. We stay in touch afterwards. If you have any questions once you have the car back, we are still here to help.
You can read more about how this process works on our accident claim management page.
Why use a claims service instead of sorting it yourself
It saves you time. Dealing with insurers, recovery firms and repair bookings yourself can take up many hours. A claims service does this work for you.
You do not pay an excess. For a genuine non-fault claim handled this way, the cost goes to the at-fault driver’s insurer, not to you.
It can help protect your no claims bonus. Because your own policy is not used, a non-fault claim handled through a claims service should not push your bonus down. We explain this fully in our guide on protecting your no claims bonus after a non-fault accident.
You get a proper courtesy car. Rather than a small basic car, a like-for-like replacement means you are not stuck without the space or features you normally have.
Your car is repaired to a high standard. Insurance-approved repairs use the correct parts and methods for your specific make and model.
What does a claims service cost?
For a genuine non-fault claim, our claims service is free to you. The costs are recovered from the at-fault driver’s insurer rather than charged to you directly. This is one of the main reasons drivers choose to use a claims service rather than handling everything alone.
Frequently asked questions
What if the accident was my fault?
If you caused the accident, you will usually need to claim through your own insurer, and you may need to pay your excess. Our team can still talk you through your options and manage the repair side for you.
How long does a claim usually take?
This depends on how complicated the case is. MoneyHelper’s guide to making a car insurance claim explains that a simple claim can be sorted within about a week, while a more complicated one can take several months. We keep you updated throughout, whichever it is.
Will using a claims service affect my insurance?
If the accident was not your fault and your own policy is not used, it should not affect your premium or your no claims bonus in the same way a fault claim would.
Do I still need to tell my own insurer about the accident?
Yes. Even if you are not claiming through your own insurer, most policies require you to report any accident, whether or not you plan to make a claim yourself.
Get help with your claim today
If you have been in an accident, do not spend hours on hold trying to sort it out on your own. Call our team on 020 8798 2590, and we will handle the insurance side, arrange your courtesy car and get your repair booked in, all from one phone call. You can find us at Unit 12 Barking Industrial Park, Alfred’s Way, Barking, London IG11 0TJ, and we cover drivers across Essex and East London.