Car Insurance
Customer Support

Make a claim

To make a claim, call us on 0345 608 6038. We’re open Monday to Friday 8am-8pm and 9am-5pm on Saturdays. There’s also an out of hours service on this number, to secure or remove your vehicle in an emergency. Calls cost 5p per minute plus your phone company's access charge.

If you need to write to us, our address is:

Sainsbury's Car Insurance
The Equinox
19 Cadogan Street
G2 6QQ

Frequently asked questions about car insurance claims (PDF 154Kb)

If you're ever involved in an accident, these tips will help you at the time of the accident and when you make your claim.

Don't drive away − stop, if any other person or animal has been hurt or if there is any other damage, and make a note of where you are.

Ask for contact details − the name, address and phone number of the other driver, any passengers in your or the other party’s car, or pedestrians involved, and any other witnesses.

Get the other driver’s details − their insurance company and policy numbers. They’re obliged to supply these.

Check other people involved – if there are passengers in your or the other person’s car find out if they have any injuries.

Call the police − if anyone is hurt or the other driver leaves without giving their details. Make a note of any crime reference number the police give you.

Make a diagram of the accident scene − include the position of the vehicles before and after the accident, speeds, distances, road layout, road signs and any obstructions. Also note where witnesses were standing and if your or the other vehicle is drivable.

Never admit blame or liability − or offer to make a payment for any damage. And tell us if anyone else admits liability.

Usually, you’ll need to pay any excesses under your policy. There’s information about excesses in your policy schedule.

If your vehicle is repaired, you should pay the excess to the repairer. If you don’t use our recommended repairer, you’ll have to pay an additional excess of £200.

If your vehicle is written off or stolen, we’ll deduct the excess from the amount we pay you. If you’re not responsible for the accident and have motoring legal protection cover, we’ll try to recover the excess for you.

If we agree that the accident wasn’t your fault, we might waive the excess if you meet all of the following criteria:

  • You used one of our recommended repairers
  • You have full details of the other party involved
  • We have confirmed the other party's insurance details

Yes. If you choose to use your own repairer they’ll need to send us a repair estimate which must include prices for paint, materials and labour and a list of parts. We’ll liaise with them to agree and authorise the repairs within five working days.

Please ask the repairer to send the estimate to us using Audatex (the repairer estimating system) along with images of the damaged areas. If they don’t have Audatex, they can fax it to 0161 830 8084.

If you choose to use your own repairer:

  • We won’t provide a courtesy car, though your own repairer might
  • You’ll have to pay an additional excess of £200
  • We won’t guarantee the repairs, though your own repairer may offer this
  • The repairer isn’t contractually obliged to provide a specific level of service to you. Our recommended repairers are.
  • We won’t be able to help you if you have any aftercare issues

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