Frequently Asked Questions

If your vehicle is not drivable, we provide a replacement vehicle from the outset of you registering a claim with us. We arrange delivery of the replacement to a convenient location so you can stay mobile while your claim is handled.

Regardless of the level of motor insurance you possess, you are entitled to the service that Nationwide provides after a non-fault accident. We seek to recover any costs incurred as a result of your accident from the party accountable for it.

The claim is against the insurance company of the driver who caused the accident, not against your own insurance. If repairs are undertaken through your own insurance, your no-claims bonus will be affected until the claim is settled, at which point it may be reinstated. Our non-fault service keeps the claim with the at-fault insurer.

Regardless of the level of motor insurance you hold, you are entitled to the service that Nationwide provides following a non-fault accident. When you call us, our claims team will assess your claim and confirm whether we can proceed on a non-fault basis.

The claim is against the insurance company of the driver who caused the accident, not against your own insurance. This is why a non-fault claim need not affect your own policy or no-claims bonus.

When your vehicle has been deemed a total loss — beyond economical repair and not repairable — we will assist you in obtaining an agreeable settlement cheque from the third party insurer. We will keep you in the replacement vehicle until you have received and banked your settlement cheque from either your insurer or the at-fault insurer.

We provide you with a vehicle from the outset of registering a claim. From there, two routes are available: you can register a claim with your insurer so they instruct an engineer to inspect your vehicle and authorise repairs, which we then monitor before collecting the replacement; or we can deal with all elements of your claim, instructing an engineer and arranging for your vehicle to go to an Approved Repairer.

Again, two routes are available. Nationwide can deal with hire only — we liaise with you and the repairer for a booking-in date, your insurer instructs the engineer and authorises the repairs, which we monitor, and on the day your vehicle is booked in we deliver your replacement. Alternatively, we can deal with all elements of your claim — arranging for your vehicle to go to an Approved Repairer, instructing an engineer and providing a replacement vehicle until repairs are complete.

Traditionally, when claiming via your own insurance policy, you would be provided with a class 'A' courtesy vehicle — typically a small 1.0 litre car. However, when involved in a road traffic accident that is not your fault, and subject to requirement qualification, Nationwide will provide you with a suitable like-for-like replacement vehicle. Our extensive nationwide vehicle network means we can supply mainstream cars, prestige marques and commercial vehicles.

We will liaise with the repairer throughout the repair process and keep you updated. When your repairs are complete, you simply need to return the replacement vehicle to the repairer and collect your own vehicle. Please advise us when you are collecting your vehicle so that we can arrange collection of the replacement.