Car insurance claims information
Nationwide car insurance is provided by Liverpool Victoria Insurance Company Limited (LV=) so LV= will be looking after your claim for you.
If you need to make a car insurance claim, LV= will help smooth the process and get you back in the driving seat as soon as possible. Simply follow the steps below:
- If your car is stolen, report it to the police within 24 hours;
- Call on 0845 640 5922 to report the incident within 24 hours;
- Don’t make any arrangements for replacement or repair until you have spoken to LV=;
- Do not negotiate or admit responsibility; or make any offer, promise or payment without LV='s consent;
- Send all communications from other people involved to LV=.
LV= will need to gather as much information about the incident as possible, so have all relevant details to hand when you call them to report the incident.
Car insurance claims phone numbers
Please use the following numbers in the event you need to claim:
| New Claim Report | 0845 640 5922 | 24hrs, 7 days a week |
| Existing Claims | 0845 640 5923 | 8am - 9pm Mon - Fri 8am - 5pm Sat |
| Autoglass | 0800 011 3980 | 24hrs, 7 days a week |
| Road Rescue | 0800 756 8997 | 24hrs, 7 days a week |
For Textphone please dial 18001 first.
To help continually improve customer service, calls may be monitored and/or recorded.
What happens next when you call to report your claim?
- The adviser will take as many details as possible;
- You will be issued with a claim reference number;
- You will be told whether an excess applies to your claim and how much this is;
- If there is vehicle damage LV= will arrange for one of their selected repairers to collect the vehicle and carry out the necessary work;
- They will make necessary arrangements for you to use a courtesy car if you have a Comprehensive or Third Party Fire & Theft policy;
- If the car is a total loss, arrangements will be made for settlement of your claim.
Nationwide car insurance claims Frequently Asked Questions
What is a policy excess?
An excess is the first portion of a claim which you are responsible to pay and is individual to each policy.
Do I have to pay the excess?
If your schedule shows that you have to pay an excess, you must pay this.
How do I claim my excess back?
LV= would look to recover the excess if the incident is not your fault and they have the third party's details.
Do I have to pay the excess towards a Third Party claim?
No, you only need to pay the excess towards your own repairs.
How soon do I need to report an incident to the police?
Inform the Police as soon as possible and at least within 24 hours if your car or its contents are stolen and provide LV= with the crime reference number.
Does a windscreen claim affect my No Claims Discount?
No, windscreen claims do not affect your No Claims Discount.
Can I hire my own vehicle?
If you have a Comprehensive or Third Party Fire & Theft policy you will be provided with a hire vehicle as long as you are using a LV= selected repairer.
Am I entitled to a Courtesy Car?
If you have a Comprehensive or Third Party Fire & Theft policy you are entitled to a guaranteed courtesy car subject to using a LV= selected repairer.
Can I use my own garage?
You can use your own choice of garage, however LV= cannot guarantee to provide a temporary replacement vehicle if you do not use one of their selected repairers.
What are legal expenses and what do they cover?
Legal expenses mean that if there was a motor prosecution, or a court case resulting from an accident, claim etc, you will be covered for up to £100,000 and be provided with legal representation to fight your case for you.