FAQs

WHEN SHOULD I REPORT A NEW INCIDENT?

We strongly recommend that you report the incident immediately, or when it becomes safe to do so. This allows us to take all relevant information, make arrangements to deal with the damage to your vehicle and handle any claims from other person/s involved.

WHAT DO I DO IF SOMEONE ELSE IS INVOLVED IN THE INCIDENT?

In addition to exchanging details with the other party at the scene and providing it is safe to do so, taking photographs of both vehicles, people involved and the road layout can assist us greatly.  We will ask you for their name, address, vehicle registration and insurance details along with any photographs/visual footage you have when you report the incident to us. 

WHO WILL REPAIR MY VEHICLE?

When you report your claim, you will be asked to provide a brief description of the damage sustained. If we feel that the vehicle is economic and safe to repair, we will offer the services of our Approved Repairers to repair the damage. Using the Approved Repairer reduces the authorisation time, meaning you'll get your vehicle back sooner and we will also guarantee a replacement vehicle whilst yours is being repaired (subject to cover). This also means control is exercised over the quality of parts, the associated work and guarantee.

WILL I GET A REPLACEMENT VEHICLE IF MINE IS BEING REPAIRED?

We can only guarantee a free replacement vehicle when an ERS Approved Repairer is used (subject to cover). Replacement vehicles will typically be small class B sized vehicles and are available in both manual and automatic transmission. For commercial vehicle policyholders', our repair network can also provide replacement vans for the duration of the repairs.  

WHO WILL REPAIR/REPLACE MY GLASS IF DAMAGED?

ERS has partnered with a major national automotive glass company who handle our glass claims. If your glass has cracked, chipped or shattered, subject to cover being in force, you can ring our Glass Helpline 24/7/365 (0345 602 3378) and they will make arrangements to repair the glass and collect the excess upon completion of the job.

WILL A GLASS CLAIM AFFECT MY NO CLAIMS DISCOUNT?

No, a glass claim will not affect the No Claims Discount.

DO I HAVE TO PAY MY POLICY EXCESS IF THE INCIDENT ISN'T MY FAULT?

Yes, although if the accident is not your fault the costs should be recoverable from the other motorist or their own insurers.

WHAT IS A TOTAL LOSS?

In simple terms, a total loss is where it is not economic for us to repair the vehicle. A total loss can often be referred to as a 'write off'. In these circumstances, we will offer a cash settlement which reflects the value of the vehicle immediately prior to the incident giving rise to the claim. The original purchase price, age, condition and mileage are all factors that are considered when valuing your vehicle.

WHAT DO I DO IF MY VEHICLE IS STOLEN?

If you discover that your vehicle has been stolen, please report this immediately to the police who will advise you of the crime report reference number, which you should keep safe. Please report the matter to us as soon as possible and keep us advised of any developments as these arise and if the vehicle is subsequently recovered.

HOW CAN I CONTACT THE CLAIMS TEAM IF I'VE ALREADY REPORTED MY CLAIM?

If you have previously received correspondence from ERS, or have been provided a number by an ERS claims handler, please use this to speak to us regarding the progress of your claim. If you do not know the number to call please choose one of the following that best applies to your cover:

Personal Vehicles – 03301235992

Commercial Vehicles – 03301235991

Getting in touch

Whether you're making a claim, setting up a policy for a new client or simply have a question about our cover.

Click here to find out more

Our products

Ice cream vans, lorries, horse boxes, we insure just about every type of motor vehicle driven today.

Click here to find out more

Who are ERS?

We are the largest motor syndicate at Lloyd's, and have been providing insurance to customers for 60 years.

Click here to find out more​​​