Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.
In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.
Existing customers: Please don’t phone unless it’s absolutely necessary.
We need to prioritise:
- Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
- Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.
If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.
For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.
Our claims process
Being involved in an accident can be a very traumatic experience. You can count on Churchill to get you back on the road quickly and with the minimum of fuss.
When you claim, you’ll have access to the Recommended Repair Network which offers nationwide coverage and a 5 year guarantee on all repairs. We’ll even collect and return your car to you – and clean it inside and out too!
You can rest assured that you’ll have the financial security and expertise of one of the UK’s biggest car insurers behind you.
Please note: If you first bought your Churchill Van Insurance policy on or after 18 March 2014, or your policy number doesn’t start with a number, please click here for information on claims.
New claims: 0345 603 3590
During the festive season
We're open 8am - 4pm on
Christmas Eve and New Year's Eve.
We're closed on Christmas Day,
Boxing Day and New Year's Day.
Otherwise it's business as usual, and our recovery helpline is still open 24 hours.
- Mon - Fri 8am – 9pm
- Saturday 9am – 5pm
- Sunday 10am – 5pm
- Bank holidays 9am – 5pm
Existing claims: 0345 603 3590
- Mon - Fri 8am – 6pm
- Saturday 9am – 5pm
- Sunday Closed
24 hour accident recovery: 0800 269 015
Our dedicated Glass Hotline is available 24 hours a day, 365 days a year to arrange to repair or replace your windscreen as quickly as possible.
If you have comprehensive cover, all you have to pay is the excess shown in your policy schedule. Your No Claims Discount won't be affected when you make a windscreen claim. You can arrange to repair or replace your windscreen directly with our windscreen partner Autoglass.Make an Autoglass claim
Reporting your claim
You can count on us to get your claim moving straight away. Our advisors will take all the relevant details and talk you through what will happen next. Even if you have an accident when most garages are closed, our 24 hour accident recovery helpline can arrange assistance to recover your car and help arrange onward transportation.
Reporting an accident
By calling us as soon as possible after an accident, we’ll give you all the support you need and get started on your claim straight away.
Not sure whether you should call us
By calling us you can be sure that we are aware of the incident and are in a position to represent your best interests, as well as being able to advise you what your policy covers you for.
What will I be asked for?
- Your personal details
- What happened and what the damage is to the vehicle
- Whether the vehicle is driveable
- Where you are
- What happened and what the damage is to the vehicle
- Details of any third party or witnesses who were involved in the incident
- Details of any passengers in your or the third party's car
- Whether the police were involved and any crime reference number, if relevant
We're helping to keep prices down with anti-fraud technology
We take insurance fraud very seriously because it drives up the cost of everyone's premiums.
We don't think its fair that the actions of a few should affect so many so we're using special detection processes to identify false and exaggerated claims and help keep the cost of your policy down.
You can count on Churchill to look after you and settle all genuine claims as quickly and as fairly as we can.
What happens next?
Some car insurance claims are more complex than others but our aim is always to help you through the experience as quickly and efficiently as possible.
When you call to report an incident, we’ll look at your policy and answer any questions about what is covered and what excess you’ll have to pay, if any.
Once we know that everyone is safe and well, the most important thing is to get your car repaired as quickly as possible.
Churchill uses a nationwide network of recommended repairers that gets 480,000 customers back on the road each year and achieve consistently high customer satisfaction ratings.
If you use our recommended repair network, you won't need to get an estimate for the repairs and we'll allocate you a repairer straight away. The repairer will call you within 3 working hours and will be able to arrange collection of your vehicle if you'd like.
Each repair is carried out in accordance with recognised industry standards and all work is guaranteed for 5 years.
At the repairer the damage to the vehicle will be fully assessed. They will then contact us with an estimate of the cost of the repairs and once authorised, repair work will begin.
In the last six months our recommended repair network has completed repairs in an average of less than 8 working days, but if at any stage you need an update on the progress of your repair, you'll be able to contact the garage directly.
If your car is stolen then you will need to obtain a crime reference number from the police. When you report your claim to us we'll take some basic details and arrange a convenient time to discuss the theft in more detail. The outcome of your claim will depend on whether your car is recovered or not.
You may be entitled to a courtesy or hire car whilst your vehicle is being repaired. We'll explain the options when you call to report your claim.
Our Guaranteed Hire Car or Guaranteed Hire Car Plus options guarantee your entitlement to a hire car. If you selected one of these cover options, your claims advisor will be able to contact the hire car company for you.
In some cases the fault is clear but it often isn't. There are occasionally a number of different opinions on what happened. We'll listen to your description of the accident and then look objectively at all other information available. We have specialist teams to deal with complex claims and we'll liaise with third parties and other insurers on your behalf.
The nature of your claim and whether or not your no claims discount is protected will dictate any impact on your discount. Your claims handler will try to give you an estimate of the impact when you report your claim, although this isn’t always possible.
If somebody has been hurt in an accident, the first priority is to ensure that they're OK. Claims involving injury can be quite complex so one of our specialist teams may be involved to support you through the process. We handle thousands of injury claims each year and strive to deal with them all fairly and promptly.
If you took out Churchill Legal Assistance Service with your car insurance policy and you have an accident involving your car that is not your fault, we will pay up to £100,000 in legal costs to help you recover your uninsured losses from the party at fault as long as it is more likely than not that your claim will succeed.
In the event of an accident or loss, your vehicle may be considered uneconomical to repair and will therefore be deemed a Total Loss. In these cases it is necessary for us to place a settlement value on your vehicle.
If your car is less than one year old and you are the first and only registered owner in order to get you back on the road as quickly as possible with the minimum amount of hassle, we will attempt to offer you a permanent replacement vehicle of the same make and model. In cases where this is not possible, your claim will be settled based on the market value of your vehicle at the date of loss.
If your car is more than one year old and is written off, instead of just being offered a cheque for the settlement value of your car, less any excess that may apply, we can find you a replacement car if you would like using our trusted nationwide network. You can upgrade the new car by adding your own money. Or you can downgrade, and take the extra value as cash. It's your choice.
Cars come with a 12 month warranty, 6 months vehicle tax and free delivery in most cases.
This service excludes theft claims and the minimum price of the replacement car is £3500. It is also subject to availability ‐ we may not be able to find an exact match for your car. There are some postcodes in Scotland and Islands where we are unable provide free delivery. In these cases the car will be provided with a free tank of fuel.
We employ a specialist team of highly skilled motor engineers to ensure we place an accurate value on your vehicle. The engineers follow a consistent process to ensure that every vehicle is valued using the same methodology, whilst also considering the local market conditions. We aim to ensure that a fair market value on your vehicle is delivered first time every time.
In order to determine the market value of your vehicle we use a starting point from the UK’s leading valuation publication, Glass’s guide. The retail figure from Glass’s is used, which would be the amount you would expect to pay if you bought a vehicle from a used car dealership.
- Overall mileage and condition: if the vehicle has low mileage this will increase the value; if it has high mileage this will decrease the value.
- Full service history: the quality of the service history will have a bearing on the valuation.
- Optional extras and modifications above the vehicles stated specification: this is taken into account in accordance with Glass’s guide recommendations.
- The pre-accident condition of the vehicle: as our starting point is Glass’s Guide “retail ” we consider areas of damage that would need to be rectified in order to achieve that retail value. We calculate these deductions using standard repair methods, using our discounted Group rates.
- The local market place: we look at the local market to ensure the value we have placed on your vehicle would allow you to purchase a similar vehicle in the local area.
When you've agreed a valuation with the engineer, they'll notify us and we'll arrange for a payment to be made. Payments are usually made by cheque and once requested, take around 5 working days to be processed.
Any agreed settlement will be subject to your agreed policy excess, and/or premium adjustment where applicable.
Finalising your claim
When repairs are complete
When work on your car is complete, the garage will call you to arrange for it to be returned. If you were informed that an excess would apply on your car insurance, you'll need to pay that to the repairer.
If one of our approved repairers was used, your car will be returned cleaned inside and out and parts and repairs will be guaranteed for 5 years.
What to do if you're unsatisfied with your repair
We have a team of engineers who regularly visit repairers to ensure they meet our high standards. In the unlikely event that you are unhappy with your repairs you should raise this with the repairer. If after speaking to them you're still dissatisfied, you can call our claims team on 0800 051 0122 and 0123 963 6071 .
Returning a hire or courtesy car
If you were entitled to a hire or courtesy car, the provider of the vehicle will have agreed with you what to do when your own vehicle is returned to you.
Oh no! You and your car should now be ready to get back out on the road! But we'll still be here if you have any further questions about your claim. If you need to speak to us, you can call us on 0800 051 0122 and 0123 963 6071 .
How to claim on Churchill Legal Assistance Service
Reporting your Churchill Legal Assistance Service claim
You'll need to tell us of your Legal Assistance Service claim when you report your accident to our motor claims department. Your details will then be passed to our specialist Motor Legal claims department who will get your claim moving as quickly as possible.
What happens next?
Our Motor Legal claims department will review the details of your accident and check you have a valid claim under Churchill's Legal Assistance Service cover. If you have a valid claim, we will confirm that your policy will cover legal costs charged by a solicitor, as long as you follow the solicitor's advice and there is more than a 50% chance your claim will succeed. A solicitor will then be instructed to act on your behalf to pursue recovery of your losses from the driver responsible. We will cover all the legal costs of this claim in accordance with the policy terms and conditions.
Finalising your claim
Most cases are resolved through negotiation, but a minority go to Court. How quickly the claim is settled will depend on the circumstances of the accident, whether the other driver accepts responsibility for the accident and the extent of the injuries or losses being claimed for.