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Accident assistance

Ready when the road has other plans.

Your first call for accident assistance

When your client has an accident, you need a service you can rely on. From the first call to secure storage, we manage the whole incident seamlessly – keeping your client safe and informed, and their claim moving every step of the way.

Driver on the phone after a collision, sitting in her damaged car. Call handler wearing a headset.

One partner, one process.

For insurers and claim management providers, those critical moments during an accident are where client relationships are won or lost. We’re built to protect them.

Our 24/7 team takes control from First Notification of Loss through to recovery and secure storage, coordinating every step so your client is never left wondering what happens next – and so you have a single, accountable partner for the entire incident.

Built around your client journey.

We make sure that in the moments during an incident, your clients are handled with care and consideration – building our service around their experience, and your responsibilities.

White-labelled service

We can represent your brand throughout, so the experience feels owned by you from first contact to completion.

Branded SMS and live tracking

Your client receives proactive updates, an accurate ETA and a track-to-arrival link, so they always know who’s coming and when.

Onward travel

When someone can’t continue their journey, we help arrange what happens next, so they’re never left stranded.

Vulnerable client care

Our triage identifies vulnerability early – injury, lone travellers, children, medical needs and more – and prioritises safety and support accordingly, helping you meet your Consumer Duty obligations.

  • Call handler taking a first notification of loss call.

    First Notification of Loss (FNOL)

    Our dedicated call-handling team manages FNOL on your behalf, 24 hours a day, 365 days a year. From the first call, we capture every relevant detail, coordinate the right response, and act as the trusted link between your client you, and the repair network.

    Whether you need a fully managed FNOL service or extra capacity alongside your existing operation, we adapt to the way you work – and can ringfence dedicated resource for your contract, so your incidents are always treated as a priority.

  • Technician inspecting a vehicle with a tablet.

    Safety first, always

    With Accident Assistance, we’ll always do our best to recover your client's vehicle. Our strategic triage process allows us to identify vulnerabilities and assess any potential danger – prioritising client safety from the outset and minimising the risk of further damage.

  • Two cars after a collision at a junction.

    Accident recovery

    From cars and vans to HGVs, buses and specialist vehicles, we have the equipment and expertise to recover safely after any incident. Our nationwide fleet of more than 400 specialist vehicles responds quickly across the UK – from straightforward recoveries to complex incidents needing heavy lifting, rotating cranes or specialist extraction.

  • Aerial view of rows of vehicles in secure storage.

    Secure storage that protects your claim

    When a repairer is closed or assessments are still underway, we can store recovered vehicles safely at one of our secure, PAS 43-accredited sites. With over 32 storage sites nationwide, there’s capacity close to the incident – helping you control storage costs, avoid bottlenecks, and mitigate problematic claims before they escalate.

Photographs of the damaged vehicle are available within 10 minutes of our arrival on scene - giving you the evidence to progress, or challenge, a claim without delay.

A proven process behind every response.

Every incident runs through the same disciplined process – so decisions are faster, communication is clearer, and the response always fits the situation.

  • Collate

    We gather the details that matter: the vehicle, its location, the nature of the incident, and who’s on board. The more we know up front, the better prepared we are on arrival.

  • Assess

    We weigh the safety of the scene, any vulnerabilities, the urgency and the risks before deciding what happens next, so every deployment is proportionate and safe.

  • Deploy

    Using real-time availability, capability and location, we send the resource that’s right for the job – not just the nearest one.

  • Manage

    We keep everyone informed with proactive updates and live coordination, adapting the moment circumstances change.

Looking for a partner you can rely on?

If you're an insurer or claim management provider looking for a partner you can trust, talk to our team today. Simply fill in your details and we'll get right back to you.

Get in touch – our lines are open 24/7, 365 days a year.

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