The Other Driver’s Insurer Keeps Calling. Do I Have to Speak to Them?
They rang within hours of the accident and they are very keen to help. Here is what that call is actually for, and what to say.
No, you are not obliged to deal with them. You can decline politely, or simply tell them your claim is being handled and give them our details.
That early call is not neutral help. In the industry it is known as third party capture - the at-fault insurer approaching you directly, before you have advice, to settle on their terms.
Why they call so quickly
Their job is to settle your claim for as little as possible. That is not a criticism, it is what they are paid to do - but it means their interests and yours are not the same.
The earlier they reach you, the better it works for them. You are shaken, you want it sorted, and you have not yet spoken to anyone who acts for you.
What that first call is usually trying to achieve
Getting you into their courtesy car
Often a small car from their supplier. Accept it and a like-for-like replacement claim becomes much harder to make later.
An early settlement figure
A quick offer on your vehicle, often before an engineer has properly assessed it and before you know what it is worth.
A recorded account
Given from memory, hours after a collision, without advice. It can be used later to argue you were partly at fault.
They are not calling to make sure you are looked after. They are calling to close the claim cheaply.
What to say if they ring
"My claim is being handled"
You do not have to explain further. Give them our name and reference.
Do not give a recorded statement
Not until you have had advice. You are not obliged to.
Do not accept an offer
Not on a first call, and not before an engineer has assessed the vehicle.
Note the call
Date, time, who called and what they said. It is useful later.
Getting calls you would rather not take?
Pass them to us. From that point we deal with the insurer, the engineer and the compound, and you deal only with us.
You do have duties to your own insurer. You must tell them about the accident even on a non-fault claim, and answer their questions honestly. It is the other side’s insurer you are under no obligation to deal with.
Common questions
No, and it is common practice. But you are not obliged to engage, and you are entitled to have someone handle it for you.
Not a disaster. Call us and tell us exactly what was said and whether you agreed to anything. The sooner we know, the more can usually be done.
Not without knowing what the claim is actually worth. Early offers rarely include everything you may be entitled to, such as hire, storage or loss of earnings.
Yes. Almost every policy requires you to notify them of any accident, even where you are not at fault and are not claiming on your own cover.
Yes. A polite "my claim is being handled, please contact PTH Claims" is enough.
Terms and conditions apply to all services described on this page. Free recovery, storage and replacement vehicles are provided on the basis that the charges are recovered from the at-fault party’s insurer. We will explain the terms in plain English before anything is arranged.
Before we act for you we are required to verify your identity and to carry out fraud and anti-money laundering checks. This may include checks with credit reference and fraud prevention agencies, which will leave a record on your file.
Where fraud is suspected, information may be shared with fraud prevention agencies, insurers and law enforcement. Providing false or misleading information in support of a claim may mean your claim is refused, and can be a criminal offence.