Frequently Asked Questions

Yes. Call us 24/7 and we'll explain how our repair, recovery and replacement vehicle service works. There's no charge and no obligation. If you decide not to proceed, that's fine. We are not solicitors and don't give legal advice.

We do most of it. Once you've given us the accident details, the other driver's information and photos of the damage, we deal with the paperwork for the repair, recovery and hire, including the at-fault insurer and any assessor visits. We may need you to sign documents or provide evidence such as earnings records. We update you by phone and email.

It varies. Repairs and your replacement vehicle are usually sorted first. Recovering our charges from the at-fault insurer can take months, and longer if liability is disputed. We keep you informed by phone and email.

We aim to deliver a replacement vehicle within 24 hours of your call. Timing depends on vehicle availability and your location.

Not if you weren't at fault and the at-fault party's insurer pays. The vehicle is provided on credit-hire terms and we recover the hire and delivery charges from the at-fault insurer. If liability is disputed or recovery fails, you could become liable for the hire charges, so we explain the terms before you sign.

We aim to supply a comparable vehicle so your passengers get a similar experience. We cannot control platform ratings.

We do not advise on insurance policies. Speak to your insurer about how this affects your policy.

After a non-fault accident our charges are recovered from the at-fault insurer, so there is nothing to pay upfront. Questions about your own policy excess are for your insurer. If you were at fault, we can still repair your vehicle at our bodyshop. We repair at your cost, or invoice your insurer only if your insurer instructs us. Speak to your insurer about how this affects your policy. We are not insurers or brokers and don't advise on policies.

Report it to the police promptly. Where the other driver cannot be traced, the MIB often does not pay for vehicle damage or hire. Speak to us before taking a hire vehicle.

Yes. We specialise in PCO, Uber, Bolt, FreeNow and Ola drivers, and can supply TfL-licensed PCO replacement vehicles, covered by our fleet policy for hire-and-reward use. You must meet our driver requirements.

Your loss of earnings is your own claim. Lost earnings are not usually recoverable for days you had a replacement vehicle.

It is based on your documented earnings, for example platform statements from Uber or Bolt, for the days you could not work, less costs you saved such as fuel. The at-fault insurer may ask for evidence and may dispute the amount.

Yes. After a non-fault accident we can provide a replacement vehicle on credit-hire terms, with the charges recovered from the at-fault insurer. If liability is disputed or recovery fails, you could become liable for the hire charges.

Yes. If you operate multiple vehicles, each vehicle gets its own case file and timeline.

It depends on the damage and parts availability. We give you an estimated timescale after inspection, and we update you by phone and email.

No. You can choose where your vehicle is repaired. Using our in-house bodyshop means we can manage the repair, recovery and replacement vehicle together.

Your insurance details, driving licence, vehicle registration, photos of damage and the other driver's details. If you want your loss of earnings evidence passed on, we will also need earnings records.

Damage to your own equipment is not part of our service. Keep receipts and photos so you can raise it with the at-fault insurer yourself.

It depends on the circumstances, and it can affect what we can recover. Call us and we will tell you whether we can help with repairs. You should not drive without valid insurance.