FAQ

Frequently Asked Questions

If you have queries regarding claims for other insurances such as Home, Office, Travel, Health, please contact us and we will be able to assist you.

Download the Accident Form in PDF format

Q?

What do I do in the event of a traffic accident?

A.

The following details are very important:- Please note
Place, date and time of the accident
Accident description
If any of the drivers leave the scene, try and write down their registration number
Description of the damage sustained by your vehicle and the 3rd party vehicle

Q?

Should I take photos?

A.

Photos are excellent, especially a photo of the registration number of the 3rd party vehicle. Often we receive incorrect information and the claim takes longer to sort out.

Q?

I only have a European Accident Form in Spanish, can you provide one in English?

A.

You are able to download a form in English from our website. This should be completed in as much detail as possible at the scheme of the accident by both parties.

Q?

What if someone has been injured?

A.

If someone has been injured, regardless of the severity, it is best to alert the emergency services. This should be indicated in the report.

Q?

What if there are witnesses?

A.

Witnesses can help the claims procedure especially if there is a dispute. Take details and phone numbers and write on the form. They may be called to give their version to help the claims procedure proceed more efficiently.

Q?

What if you notice that the opposing party is under the influence of alchohol?

A.

In the event that the 3rd party are unhelpful, refuse to give you their insurance information or you have suspicion of them under the influence, call the police and have them take the corresponding statement which will also be used as evidence.

Q?

What do I do with the form?

A.

Once the form has been completed and signed by both parties, it must not be modified and should be sent through to us within 7 days. We then set up the claim on your behalf.

Q?

Which garage can I use?

A.

You are able to use any garage of your choice to repair your vehicle, however we do have nominated garages to use in all areas and we can supply you with these details if you prefer.

Q?

How do we get the car assessed?

A.

Depending on the accident and whether the car is roadworthy or not, if you have fully comprehensive cover on your car, you are able to have the car assessed at the garage, have it repaired and pay the excess yourself. When we claim to the 3rd party if you were not at fault then we claim the excess back from the company.

If the car is roadworthy and you don’t mind waiting for the decision, then the car can still be assessed and after we receive agreement in writing then the vehicle can be repaired without paying the excess.

Q?

How do we go about getting a courtesy car (if it is included in the policy)?

A.

If a courtesy car is included in the policy then the car has to be in the garage and confirmation given to the company. We can supply you with a telephone number to arrange for the courtesy car (they speak English) who will arrange for a car from local hire company. They will arrange a taxi to take you to the hire company to pick the car up.

You will need to show documentation to the hire company as follows:
Passport, driving licence and credit or debit card

The company hiring the car will send a text message to your phone to confirm that you still need the car after a few days. All you need to do is to call the hire car company, give them the reference number on the text and confirm you still need the car. You have up to a maximum of 35 days for a normal accident and up to 45 days in the event of theft. Please note that neither Liberty or the Hire Car Company will pay for fuel whilst the car is on loan to you. A hire car is normally supplied with a full tank of fuel and you would need to re-fill the car before returning it. If a car is returned empty then the hire car company will charge their own rates for refueling the car along with service charges and charge your card accordingly.

Please note that not all our insurers offer the courtesy car so the above is only relevant to clients with Liberty Seguros.

Q?

What if there is a dispute on whose fault the accident is?

A.

If there is a dispute where the fault lies, this normally has to go to arbitration and eventually court attendance will be necessary. Arbitration takes time and this is out of our control, so we are then reliant on the courts to try and reach an agreement.