You don't need to contact us if you need to make a window or windscreen claim. You can get in touch with our recommended windscreen repairers directly. And don't worry, window and windscreen claims don't impact your no claim discount but your excess will apply.
Book an appointment - National Windscreen
Note: Windows and windscreens are not covered on Britannia Essentials policies.
If you have breakdown cover with your Britannia Car Insurance, we're here to help 24/7. Our breakdown cover is provided by Britannia Rescue, so if you've broken down and need our help, please visit Britannia Rescue and we'll take it from there.
You can do everything else in your online Britannia account.
First things first, make sure you and your passengers are safe - your claim doesn't need to be reported to us immediately.
Once you're comfortable, you'll need to:
You'll need to call the police if:
Give our claims team a call at any time on: 0330 678 1476.
Opening hours: 24/7 Monday - Sunday
Calls may be recorded. For Text Phone, first dial 18001.
Give our claims team a call at any time on: 0330 678 1476.
Opening hours: 24/7 Monday - Sunday
Calls may be recorded. For Text Phone, first dial 18001.
Firstly, we're so sorry to hear your car's been stolen. We're here to help.
The first thing to do is report the theft to the police immediately - you can dial ‘101’ and ask to be put through to your local station. They'll ask for details including your registration number, make, model and colour of the car. They’ll also give you a crime reference number which you’ll need to provide when you call us.
When you're ready to make a claim, we'll be by your side to get things sorted.
If you have our Britannia Premier cover level or have added a Guaranteed Hire Car to your Britannia or Britannia Essentials policy, we'll also arrange a hire car for up to 21 days or four days from the date we pay your claim (whichever comes first). Just, give us a call on 0330 678 1476.
Calls may be recorded. For Text Phone, first dial 18001.
Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.
You’ll need to call the police if:
Then give our claims team a call on: 0330 678 1476.
Opening hours: 24/7 Monday - Sunday.
Calls may be recorded. For Text Phone, first dial 18001.
Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.
Firstly, if you have an accident causing damage or injury, you need to report the incident to the police within 24 hours (if you haven't already given them your details at the time of the accident).
You must also report the accident to your insurance company, even if you’re not planning to make a claim.
If the people involved in the incident disagree on what happened, we'll look at all evidence available, such as witness statements and CCTV footage.
It's important you share all details of the incident to support your claim as soon as possible; if you can give us contact details for witnesses, information about any police involvement, photographs, details of where the accident happened and if there were any CCTV cameras or dash cam footage - that would be extremely helpful.
We'll keep you updated throughout the car insurance claims process with next steps.
It depends what you're claiming for and if you opted for Protected NCD (PNCD).
Whether you make just one claim or multiple claims, if you have Protected NCD, you won’t lose your discount.
If you didn’t protect your NCD, your discount will be reduced in line with our 'step back rules' which you’ll find in your car insurance policy booklet.
There are some other instances where a claim won't have affected your NCD - even if you don't have PNCD. For example:
It’s worth remembering that even if you have PNCD and make a claim (whether fault or non-fault), your premium can still increase at renewal.
Yes, Britannia Car Insurance covers all glass in your car under windscreen cover. You can find your windscreen excess in your policy documents. If you don't use one of our recommended repairers, you'll need to pay an additional excess if your glass needs to be replaced.
Note: Windows and windscreens are not covered on Britannia Essentials policies.
Yes. We'll need information regarding a driver’s complete claims history, although this will not be taken into consideration until you renew your policy.
If you don’t keep your claims information up to date, this could result in your policy being cancelled.
If you’re following up on an existing car insurance claim, please call us on: 0330 678 1476 and select the existing claim option to discuss your ongoing claim or repairs with our claims team.
Lines open:
Monday - Friday: 8am - 6pm
Saturday: 8am - 4pm
Calls may be recorded. For Text Phone, first dial 18001.
With our Britannia and Britannia Premier cover levels, new car replacement is included as standard.
We'll look to replace your car with a new one if it's written off following a claim, as long as the car is less than a year old and you or your partner are the first and only registered keeper.
The replacement vehicle will be of the same or similar specification. You'll find all the details in your Policy booklet in your online account.
If you have our Britannia Essentials cover level, new car replacement is not included.
We'll pay you the excess back as soon as the third party's insurer has accepted responsibility.
This might not always be possible or could take time. For example, the other driver could deny causing the accident or their insurer might not reply to us straight away.
Whatever happens, we'll keep you updated at every stage.
If you've been unable to remove any personal items or delete personal data from media units before your vehicle is collected, please let our claims department know as soon as possible and we'll ask our salvage agents, Copart UK or Synetiq, to send the items to you or arrange for you to collect them. Just give our claims team a call on: 0330 678 1476.
For new claims, our lines are open 24/7.
For existing claims, our lines are open 8am - 6pm Monday to Friday, 8am - 4pm Saturday.
Calls may be recorded. For Text Phone, first dial 18001.
Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.
If your policy includes hire car cover, you’ll have access to a small 3-door hatchback while your car’s being repaired by our recommended repairers. Your cover level may also entitle you to a hire car following theft or a write-off.
As the policyholder, if you have an automatic-only driving licence, we’ll provide an automatic hire car – subject to availability – but there may be a delay while one is sourced.
With our Britannia Premier cover level, Guaranteed Hire Car is included as standard – covering repairs, theft and write-offs.
With our Britannia cover level, Guaranteed Hire Car is included as standard while your car’s being repaired.
With this cover level, you can also add Guaranteed Hire Car for theft and write-offs as an optional extra.
Our Britannia Essentials cover includes Guaranteed Hire Car as standard while your car’s being repaired.
With this cover level, you can also add Guaranteed Hire Car for theft and write-offs as an optional extra.
You'll receive a small 3-door hatchback for the duration of repairs or if your vehicle is written off or stolen and not recovered.
You'll receive one for 21 days or four days from the date of the claim payout is made (whichever is sooner).
The estimate can be sent to us via the garage's 'Audatex' system, using the code 'LVRCV' and your claim reference number.
With Britannia Car Insurance, you're free to choose who repairs your car, but we're likely to inspect it before we authorise any work. If you choose not to use one of our recommended repairers, you'll need to pay an additional excess and we can't offer a courtesy car or warranty on the repairs. Please refer to your personal details document for further information on the excesses that apply.
Some benefits of using our approved repairers include:
It depends what you're claiming for on your car insurance and if you've opted for protected NCD.
Protecting your NCD means you keep your discount even if you’ve made claims. But it’s worth remembering that any claim (fault or non-fault) can still see your premium increase at renewal.
If you don’t have protected NCD, your discount will be reduced following a claim (see our ‘step back’ rules in your car insurance policy document).
There are some cases where a claim won't affect your NCD. For example, if you're involved in an accident that wasn't your fault and we're able to recover the cost from the at fault insurer.
Similarly, if you get a chip in your windscreen and it needs to be repaired or replaced, you'll have to pay an excess - but you won't lose your NCD.
To get your settlement letter please get in touch with our claims department on: 0330 678 1476 who’ll be more than happy to help.
Lines are open:
Monday - Friday: 8am - 6pm
Saturday: 8am - 4pm
Calls may be recorded. For Text Phone, first dial 18001.
Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.
Unfortunately, you won’t be able to change your driving history once it’s been disclosed to us. Your previous claims and conviction history is one of the factors used to calculate your price, so changing it would change your quote.
We understand it’s easy to make mistakes, though. The best thing to do is cancel your policy and take out a new one. Just log in to your Britannia account and select cancel my policy.
If your policy hasn’t started, you’ll be issued a full refund in 3-5 working days and there’s no cancellation fee.
If your policy has started already and you choose to cancel, you’ll receive a pro-rata refund minus a £55 cancellation fee. However, if you take out a new policy with us within 60 days using your existing Britannia account, the cancellation fee will be reimbursed to you.
If your car's a total loss (or “write-off”) it means one of two things:
Our engineers will assess your car and consider things like:
They'll review all the damage and recommend the safest and most appropriate outcome.
If your policy includes hire car cover for a total loss, you’ll be provided with a replacement vehicle by Enterprise Rent-A-Car for a set period (as shown in your policy documents).
Already have a hire car?
No – your insurance doesn’t automatically carry over. If your car’s a total loss (or “written off”) you'll need to add your new car to your Britannia policy before you can drive it.
Just log in to your Britannia account to make the change within 60 days of the write-off. If you don’t, your cover will be cancelled, no refund will be due, and the full annual premium may still need to be paid. For full details, check your policy documents.
If you’re not at fault for the incident and we’ve obtained full admission of liability from the responsible party's insurers, then you won’t have to pay your policy excess.
If we obtain this after we’ve sent you your settlement, we’ll send you a payment for your excess.
Following a total loss claim, we'll record your insurance as a total loss on the Motor Insurers Anti Fraud and Theft Register (MIAFTR). We'll also update the Motor Insurers Database (MID) to show your original car’s no longer insured.
If you want your insurance to continue on another car please log in to your Britannia account to make the change within 60 days of the settlement. If you don't, your policy will be cancelled and we won't refund any premium.
We'll arrange for our salvage partner, Synetiq, to collect your car.
Before collection, please:
If you weren’t able to do this in time, please let us know as soon as possible and we'll ask Synetiq to return your items or arrange for collection.
Phone lines open
Monday to Friday: 8am - 8pm
Saturday & bank holidays: 9am - 5pm
Sunday: 10am - 4pm
Calls may be recorded. For Text Phone: dial 18001 first.
To avoid parking tickets, speeding fines or car tax queries, you need to let the DVLA know you no longer own the car. Your registration document (V5) has a section titled 'Notification of Sale/Transfer to the Motor Trade/Insurer/Dismantler'. In the newer V5s, it’s section nine.
Fill in that section of your V5 using Synetiq's address:
SYNETIQ Limited
Bentley Moor Lane
Adwick-le-Street
Doncaster
Yorkshire
DN6 7BD
Enter 'N/A' in the space for the VAT number and 'Not present' where it asks for the signature of the motor trader. Then sign and date it, the DVLA are happy to accept this.
Detach the slip from the rest of the V5 and send only the slip to the DVLA:
DVLA
Swansea
SA99 1BD
If your car’s written off as a Category S (structural damage) or Category N (non-structural damage), you may be able to keep it.
Give our claims team a call if you'd like to discuss keeping the vehicle – we’ll let you know if it's possible and explain what happens next.
Please call: 0330 678 1476
Phone lines open
Calls may be recorded. For Text Phone: dial 18001 first.
If your car's been written off and you don't want to keep it, you'll need to send us:
If you have a personalised registration number and you want to keep it, you'll need to send the documents to the DVLA first, then on to us when you get them back.
If we know your car has a personalised registration number, we'll send you a separate letter and include a V317 form. If you're keeping the number you'll need to send the letter, completed form and documents to the DVLA.
If our letter hasn't arrived within 7 working days, let us know and we'll send it again.
After 40 days, your car will be sold or scrapped. You'll lose the registration number if it's still recorded against the car. If you intend to keep it, please make sure you contact the DVLA before it's too late.
If you don't want to keep the registration number, and have time to let us know, please call us. If we don't hear from you within 40 days, we'll assume you don't want to keep your personalised plate.
Please call: 0330 678 1476
Phone lines open
Calls may be recorded. For Text Phone: dial 18001 first.
