Accident Claim Management Companies- March 2025
In August, Leslie from Liphook saw a driver hit her parked car. She called what she thought was her insurer’s claims line, but it led to an Accident Claims Management company. They took her car for repairs and provided a rental, assuring her it wouldn’t cost her anything. However, the agreement—arriving after the car—revealed a £400 daily charge. When Leslie saw how expensive it was, she cancelled but that left her liable for the £2,700 hire car bill.
Monica from Gloucester, was also directed to an Accident Claim Management company after she had a no-fault accident last August. She was asked to sign a document stating that if the third party’s insurer refused to pay, she would be held liable. When she refused to sign, she was told she had to if she wanted to proceed with the claim. By the time her car was fixed, rental fees hit £5,500. Expecting the at-fault driver’s insurer to cover it, she was instead asked if she’d go to court and now faces uncertainty over the bill.
We contacted the Association of British Insurers for comment. It said that the first priority of its members is to support its customers, and it understands having to make a claim means that motorists have already experienced stressful circumstances.
It said that policies and processes vary between insurers and, in some instances, it may work with specialists to help assess and process a claim, manage a repair, or to arrange a replacement vehicle. It told us that sometimes non-fault claimants can be referred to Accident Management Companies who will specialise in streamlining the claims process with the insurer of the driver who was at fault.
It advised that in the event of any claim, insurers will do their best to communicate the process to customers, including the use of an accident management company and its role. It said that if customers are unsure at any point throughout the process, they should speak to their insurer or broker who can help.
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