You need to report all incidents, ideally within 24 hours of them happening, even if you're not going to claim.
This includes any accidents, damage or theft to your vehicle, and any injuries you have. This also includes any injuries to third parties, and any damage to a third party vehicle or property.
We’ve got a step-by-step guide on how this process works at the bottom of this article, plus some FAQs. First, some important information 👇
Reporting an incident
Cuvva is the insurance intermediary, so we don't handle claims. Instead, you'll need to speak with the insurer (underwriter) of your policy - if you bought your policy on or after 7th August 2024, this will either be Wakam or ERS. If you bought it before, it could also be Mulsanne.
The easiest way to do this is via the app. Click the 'Trips' tab, select the policy you need to claim on, and then click 'Help' at the bottom. Then select the 'Report' option, which will automatically start a phone call with your underwriter.
You can also claim by looking at your policy documents to find out your underwriter, and then ringing them on the number below.
020 3828 7381 is for Wakam (Crawford).
01908 735231 is for ERS (Crawford).
0344 573 1241 is for Mulsanne.
Helpful tips
For any motor policy, if significant damage has occurred or anyone has been injured, you should call the police right away. If police attend the scene, get the name and number of the police officer and take note of the crime reference number you are given.
Other things you can do:
Take pictures of the incident with your phone.
Record the names and contact details of those involved and any witnesses.
Even if you think it may have been your fault, we would suggest not making any admission of fault or apology at the scene.
If the other driver has left the season or you didn't see them, check the immediate area for CCTV cameras.
Your underwriter will probably ask you for:
Policy number (this will be in your policy documents)
Vehicle make, model, colour, and registration
Where the accident happened
Details of any damage, and photos if you have them
The other driver’s details (if there was another driver involved).
What to do if you break down
If you paid extra to add Cuvva's breakdown cover to your policy, and you have a problem with your vehicle, you can follow the same process as for making a claim, but clicking the option for after you've broken down. You'll then be put through to a breakdown line, where you will receive asssistance.
Step-by-step guide to making a claim
Something happens to your car. An accident, damage or theft can be a nightmare, but we’re here to help. The first thing to do is let your insurer know using process outlined at the start of this article. The insurer may take some time to respond.
Investigation begins. Claim adjusters (basically car detectives!) look closely at what happened. They want to understand everything about the incident - who, what, where, when, why, how. It’s like solving a puzzle.
Paperwork. The claim adjusters make sure all the important details are recorded: what’s been damaged, who’s going to fix it, expected timings. Basically a nice big checklist that helps everyone stay organised and on track.
Talking money or repair. You’ll receive a settlement (based on trade guides) if your car has been deemed a category A or B write-off, or if it will cost too much to repair. If repairable, everything will be sorted for you via an approved repair shop, or you can choose to receive cash to sort the repair yourself.
Waiting for repairs. If you choose one of our approved repair shops, we’ll sort everything for you, from checking up with the repair shop to getting the car back to you when it’s all fixed up.
Litigation. This doesn’t always happen, but if a claim is disputed by someone else and goes to court, the insurer may defend your claim, subject to the terms and conditions of your policy.
If you need any updates on your claim once you've reported it, you'll need to speak to the underwriter for your policy directly.
Claims - frequently asked questions
How long does the claims process usually take?
It all depends on how complex the claim is. Relatively straightforward claims (like those involving only one driver, or where someone has admitted fault) might be dealt with relatively quickly. More complicated claims (like those with multiple drivers, or where fault is disputed) could take much longer . It’s worth noting, our priority is always to get your car repaired as soon as possible - this can be done before the claim itself has been finalised.
What happens if my claim gets rejected?
If your claim is rejected, you’ll be told why. If you disagree, you can raise a complaint, which will then receive a final response. If you are still unhappy, you can contact the Financial Ombudsman, who will look into it too.
Will I need to have a medical exam?
A medical exam may be required if you are making a personal injury claim. Your policy underwriter will probably arrange for you to see an independent medical professional to assess your injuries and determine the extent of your claim.
Does making a claim affect my premium in the future?
Making a claim can affect your premium, especially if you were at-fault, or fault can’t be established. However, because Cuvva policies are standalone, if you have a no-claims discount on another policy, it won’t be impacted.
I didn’t get the details of the other person involved. Does that matter?
Unfortunately this can happen, and it does make the claims process a bit more tricky - but it shouldn’t prevent you from making a claim. Give as much detail as you can about the other person or vehicle, as it will greatly assist investigators in finding the person. It’s also a good idea to check the area for CCTV cameras or see if any witnesses took photos.
The other person involved wasn’t insured. Can I still make a claim?
Yes, you should still make a claim even if the other person wasn't insured. Investigators will then work with the Motor Insurers' Bureau (MIB), who will look into the incident and potentially compensate you.
Will the other party’s insurance company reach out to me?
Although the other party's insurer may contact you to discuss the claim and arrange for repairs or compensation, you must still notify Cuvva immediately after an incident. We’ll act on your behalf.
I need a courtesy car. How can I get one?
Cuvva doesn’t offer a courtesy car.