We’re sorry to hear about your recent incident. We know making a claim when you're not at fault can be confusing, so we're here to keep things simple. Rest assured you’re in safe hands with us, and our recoveries team will take it from here.
Everything you need to know about your non-fault claim
Thank you for getting in touch about your non-fault incident
Our non-fault claims process in 3 easy steps...
If your claim is determined to be non-fault and sufficient information is provided to identify the insurance company of the at-fault party, we’ll usually waive your excess and allow your no claim discount. We’ll provide confirmation of this when we discuss the matter with you and we’ll also arrange a hire car for you, where appropriate.
Our recoveries team will liaise with the third party or their insurer to negotiate liability. Once your damage claim is settled, we'll attempt to recover the costs from them. We’ll let you know as soon as we’ve recovered our costs and your claim is settled.
Don’t worry if you don’t hear from our recoveries team (in some cases this could be a few months). You can assume everything is progressing as normal. We’ll let you know straight away if there’s anything you need to know.
If you move to another insurer while your claim is still open, this may impact your premium with them (we don't take this into account) until the claim has been settled.
In certain instances, there may be delays in recovering the claims costs from the other driver or their insurer. To settle your claim effectively we must recover the full costs and we will appoint one of our approved legal partners (Horwich Farrelly, Lyons Davidson, or Carpenters) to assist us who will take over the management of your claim on our behalf. As outlined in the terms of your policy, your cooperation is required to assist us and our legal partners in recovering the claims costs.
Get in touch
Want to get in touch with our recoveries team?
Help is just a call away
Our lines are open:
Mon to Fri: 8am - 5.30pm (excluding bank holidays)
Sat and Sun closed
Calls will be recorded. For Text Phone first dial 18001.
Frequently asked questions
If you think your incident was captured, please enquire with the owner of the CCTV system (usually displayed on a sign attached to the camera) as soon as you can. Usually, CCTV is only available for 7-30 days and a copy will need to be made. Once you have confirmed the incident was captured please send us:
- A name and address of the contact we need to speak to
- A phone number for the person or organisation
- Any reference numbers provided
You can send this information to customerclaims@lv.co.uk quoting your reference number or just give us a call. We'll handle the request for footage on your behalf.
If you have any other evidence (dashcam footage, witness notes, photographs) and we haven't requested them, please keep them safe just in case. We’ll let you know if we need them at a later date.
If you or your broker have instructed a solicitor or accident management company to deal with any aspect of your claim, please let us know so you don't lose the opportunity to claim with us later on. Please tell us:
- Their company name and contact details
- A name of a contact within the company dealing with your claim
- Their reference number
If you don't have a solicitor acting on your behalf but you have been injured, please call us on the number above and we'll be happy to refer you to a panel solicitor to help you.
What if my case goes to a hearing?
- Don't worry - if a hearing date is set by the courts, the majority of cases will be settled by the third party’s solicitor without the need for a hearing.
- If your case goes to a hearing, it normally means that the third party has defended the claim and has possibly put in a counter-claim (opposing argument) against you.
- There are strict deadlines for submitting evidence. Your solicitor will send you a statement that you’ll need to complete, sign and send back.
This must be submitted to the court by the date given. If the deadline is missed, the solicitors will discontinue the case. If the case is discontinued and there's a counter-claim, this will automatically be awarded in the third party's favour and we will have to pay all their costs. - You need to be prepared to go to the allocated court and provide an account of your incident. The solicitors will provide you with counsel to attend the hearing.
- The judge will then make a decision based on the accounts and evidence given on the day.
Our solicitors' contact details
Lyons Davidson
If your case is with Lyons Davidson and you want to contact them:
Call: 0113 212 6000 lines open: Mon-Fri 8am-6pm
Email: recoveryissue@lyonsdavidson.co.uk
Postal address: Lyons Davidson Solicitors, 43 Queen Square, Bristol, BS1 4QP
Horwich Farrelly
If your case is with Horwich Farrelly and you want to contact them:
Call: 0161 413 1005 lines open: Mon – Fri 8:30am-5pm
Email: LVDisputes@h-f.co.uk
Postal address: PO Box 149, Blyth, NE24 9FZ