By Legal Futures Associate Auto Claims Assist
For an individual involved in a non-fault road traffic accident, the claims process can be complex and stressful. An Accident Management Company (AMC) serves to manage the entire process on the claimant’s behalf, mitigating disruption and ensuring their legal entitlements are met.
Here is a step-by-step overview of how a specialist AMC like Auto Claims Assist manages a non-fault claim from initiation to completion.
- Initial contact and assessment: The process begins when the client contacts us. Our accident experts provide immediate advice on the necessary steps to take. We gather all relevant details of the incident and, if the vehicle is not roadworthy, we arrange for immediate roadside recovery. This provides the driver with expert guidance and practical support at a critical time.
- Provision of a comparable replacement vehicle: A key priority is to restore the client’s mobility. We arrange for a comparable replacement vehicle to be delivered, typically within one working day. Our fleet supports a wide range of needs, from standard cars and SUVs to prestige and electric models, ensuring the client can continue their daily routine with minimal interruption.
- Vehicle damage assessment and outcome management: An independent engineer inspects the client’s vehicle to determine the extent of the damage. This assessment dictates the next steps:
- If repairable: The vehicle is repaired within our network of BSI Kitemark-accredited centres. We mandate the use of manufacturer-approved parts and paint to ensure repairs are completed to the highest standard.
- If a total loss: We manage the process of obtaining a fair, pre-accident valuation for the vehicle from the at-fault driver’s insurer, ensuring the client receives an appropriate and fair total loss settlement.
- Full claims administration and liaison: We act as the single point of contact for the client, handling all communication and administration with relevant parties, including the at-fault insurer, repairers, and engineers. This eliminates the administrative burden on the client and ensures the claim progresses efficiently.
- Finalisation and cost recovery: Upon completion of repairs or agreement of a settlement, we finalise all aspects of the claim. This includes the recovery of all costs – for the replacement vehicle, repairs, and any associated expenses – directly from the at-fault party’s insurance company. This leaves no cost to the non-fault driver.
Key differences in approach: Insurer-led vs. AMC-led claims
When a driver has a non-fault accident, they have a choice in how to proceed.
The table below outlines the key differences between using their own insurer and appointing an independent AMC:
| Task | Handling via own insurer | Handling via Auto Claims Assist |
| Replacement vehicle | May provide a standard ‘courtesy car’, often smaller and subject to availability. | Provision of a comparable replacement vehicle delivered promptly. |
| Vehicle outcome | Repairs may be influenced by the insurer’s cost objectives; total loss valuations are known to be conservative. | An expert-led process focused on BSI-standard repairs or negotiating a fair market settlement. |
| Claim administration | The claimant often needs to engage directly with insurers, call centres, and repairers. | We handle all communications as the single point of contact. |
| Policy implications | Potential impact on No-Claims Bonus (NCB) and the requirement to pay a policy excess upfront. | We protect the client’s NCB, and no policy excess is payable for a non-fault claim. |
| Financial outcome | Risk of excess payments and potential for increased premiums at renewal. | All costs are recovered directly from the at-fault driver’s insurer. |
The AMC model is designed to fully support the claimant’s interests, ensuring the process is managed professionally from start to finish.
Read more about how accident management services work >
