By Legal Futures Associate Auto Claims Assist [1]
For an individual involved in a non-fault road traffic accident, the claims process can be complex and stressful. An Accident Management Company (AMC [2]) 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 [3] manages a non-fault claim from initiation to completion.
- Initial contact and assessment: The process begins when the client contacts us. Our accident experts [4] 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 [5]. 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 [6] 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 [7] 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 [8].
- Full claims administration and liaison: We act as the single point of contact [9] 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 [10].
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 > [11]