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.
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 replaceyour 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 vehicle and help arrange onward transportation to the nearest safe place.
Our partner, Brightside Insurance Services Ltd, will take your call when you first claim, and ensure your claim is dealt with by the right people, which could be ourselves or Brightside depending on the nature of your claim.
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.
During the course of your claim, you may receive correspondence from NIG, who are part of the Direct Line Group, and who administer some of the claims on Churchill Van Insurance
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 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
- 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
What happens next?
Some van 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 van 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 van 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 van is recovered or not.
If you have selected Vehicle Replacement cover, you will be provided with a hire van until your own van is either found or your claim is settled, up to a maximum of 14 days.
Vehicle Replacement cover provides you with a like-for-like hire van if your van is stolen or damaged by fire. If you selected this cover, your claims adviser will be able to contact the hire van 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.
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, we will place a settlement value on your vehicle, which will be based on the market value of your vehicle at the date of loss.
If you have selected Vehicle Replacement cover, you will be provided with a like-for-like replacement hire van until your claim is settled, up to a maximum of 14 days.
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.
The nature of your claim and whether or not your No Claim 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.
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 van dealership.
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.
- 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 vehicle’s 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.
Finalising your claim
When repairs are complete
When work on your van 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 van insurance, you’ll need to pay that to the repairer.
If one of our approved repairers was used, your van 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.
Returning a hire or courtesy car
If you were entitled to a hire vehicle, 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.
Churchill Van Insurance policies are underwritten by U K Insurance Limited, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202180. New Churchill Van Insurance policies taken out on or after 18 March 2014 are underwritten by U K Insurance Limited trading as NIG and are arranged and administered by Brightside Insurance Services Ltd which is authorised and regulated by the Financial Conduct Authority. Registration number 302216. The Financial Services Register can be accessed through www.fca.org.uk.