Speak to someone who can actually help
One phone call is usually enough to get a vehicle recovered and a replacement on its way. Here is how to reach us, and what to have to hand when you do.
Phone
The quickest way to get a vehicle moved. Emergency recovery is answered 24 hours a day.
Best for documents and updates on a claim already open. We aim to reply the same working day.
Office
Visits by appointment. Please call before travelling.
Opening hours
Recovery does not keep office hours. If your vehicle is blocking a road, in a dangerous position or has been left at the scene, call the number above at any time.
| Day | Claims office |
|---|---|
| Monday to Friday | 9:00am to 6:00pm |
| Saturday | 9:00am to 1:00pm |
| Sunday | Closed |
| Emergency recovery | 24 hours, every day |
What to have ready when you call
None of this is essential, and we would rather you called without it than not at all. But if you have it to hand, the call takes about half the time.
Your registration
The registration of your own vehicle. That alone tells us the make, model and specification.
The date and rough time
When the accident happened, and roughly where. A road name or junction is enough.
The other driver’s details
Registration, name and insurer if you have them. If you do not, we can usually trace the insurer from the registration.
Where the vehicle is now
At the scene, at home, at a garage, or in a police pound. This decides how quickly recovery can be arranged.
Any reference numbers
A police incident number or a claim reference from an insurer, if one has already been given to you.
Photos, if you took any
Not needed on the call, but useful later. You can send them through the document upload page.
Getting to the right person
Existing claim
Quote your claim reference in the subject line and it will reach your handler faster.
Bodyshops and recovery agents
Refer non-fault work and keep the repair. Sign up online or call the main number.
Complaints
If something has gone wrong, we would rather hear it than not. Here is how it is handled.
If anyone has been injured, or the road is blocked or dangerous, call the emergency services first. Ring us once everybody is safe.
Vehicle off the road right now?
Call us and we will arrange recovery and a replacement vehicle. Lines are open for emergency recovery 24 hours a day.
Common questions
Emergency recovery is answered 24 hours a day, every day. General claim enquiries are handled during office hours, Monday to Friday 9:00am to 6:00pm and Saturday morning.
It depends on where the vehicle is and how busy the network is in that area, but roadside and scene recovery is normally arranged the same day, and often within a couple of hours.
Yes, by appointment. Please call first so we know to expect you, as the claims team is often out.
Call anyway. In most cases the insurer can be traced from the registration number. If the other driver failed to stop, our guide on hit and run claims explains the options.
Use the document upload page. It goes straight into your claim file. You can also email them to claims@pthclaims.com.