FREQUENTLY
ASKED QUESTIONS
Everything you need to know after a non-fault accident.
We’re here to take the stress out of the situation and handle everything on your behalf – from recovery and replacement vehicles to repairs and claims management.
I'VE JUST HAD AN ACCIDENT
What should I do immediately after an accident?
Make sure everyone is safe, exchange details with the other driver and take photos if possible. Then contact us and we’ll guide you through what happens next.
When should I contact NI Accident Services?
As soon as possible. The earlier you contact us, the sooner we can arrange recovery, a replacement vehicle and the next steps with your claim.
What information do you need from me?
We’ll normally need your details, vehicle registration, details of the other vehicle and driver, and some information about how the accident happened.
Can you help if I've already reported the accident to my insurer?
Yes. Even if you’ve already spoken to your insurer, you can still contact us to discuss how we can help with your non-fault claim.
What happens after I contact you?
We’ll talk through what happened, explain the process and start arranging everything you need to get you back on the road.
Can you help if my vehicle isn't driveable?
Yes. We can arrange recovery of your vehicle and organise a suitable replacement vehicle where applicable.
MY NON-FAULT CLAIM
What is a non-fault accident claim?
It’s a claim where another party is responsible for the accident and the associated costs are pursued from the at-fault party’s insurer.
How do I know if the accident wasn't my fault?
Tell us what happened and provide any available evidence. We’ll review the circumstances and advise you on the next steps.
Who deals with the at-fault driver's insurer?
We do. We’ll handle the communication involved in progressing your non-fault claim.
Will making a non-fault claim affect my insurance?
Every insurance policy is different, so we can’t guarantee how your insurer will treat it. You should still notify your insurer of the accident in line with your policy terms.
Do I have to claim through my own insurance company?
No. If the accident wasn’t your fault, you can choose how you want your claim to be handled.
What happens if liability is disputed?
We’ll review the circumstances and available evidence and advise you on the best way forward.
How long will my claim take?
Every claim is different. We’ll keep things moving and keep you updated throughout the process.
What happens if my vehicle is written off?
If your vehicle is considered beyond economical repair, we’ll explain what happens next and help you through the process.
REPLACEMENT VEHICLES
Am I entitled to a replacement vehicle after a non-fault accident?
If you need a vehicle and the accident wasn’t your fault, we may be able to provide a suitable replacement while your vehicle is off the road.
Who pays for my replacement vehicle?
In an accepted non-fault claim, the cost is recovered from the at-fault party’s insurer.
What type of replacement vehicle will I receive?
We’ll aim to provide a vehicle suitable for your needs and comparable to your own where possible.
Can you provide a vehicle similar to my own?
Yes. Our fleet covers a wide range of vehicle classes, allowing us to match your requirements as closely as possible.
How quickly can you arrange a replacement vehicle?
We aim to get you mobile again as quickly as possible, subject to your circumstances and vehicle availability.
Do you provide replacement vans and commercial vehicles?
Yes. We have replacement vans and commercial vehicles available.
Do you have electric replacement vehicles?
Yes. Electric vehicles are available within our replacement fleet.
Can you provide dual-control vehicles for driving instructors?
Yes. We can provide dual-control replacement vehicles, subject to availability.
How long can I keep the replacement vehicle?
Usually for the reasonable period that your own vehicle is unavailable as a result of the accident.
Still unsure what to do?
You don't need to figure everything out yourself.
Speak to our team and tell us what's happened. We'll talk you through the next steps.
028 3865 2005
24/7 RECOVERY
VEHICLE REPAIRS
Who will repair my vehicle?
We can arrange for your vehicle to be repaired by an appropriate repairer and manage the repair process for you.
Can I choose which bodyshop repairs my car?
Yes. You generally have the right to choose who repairs your vehicle.
Do I have to use the repairer recommended by my insurer?
No. You don’t normally have to use your insurer’s recommended repairer.
Who authorises the repairs?
The damage will be assessed and repair costs agreed with the relevant parties before repairs proceed.
How long will my vehicle repairs take?
This depends on the extent of the damage and parts availability. We’ll keep you updated throughout.
What happens while I'm waiting for parts?
We’ll continue to manage the repair and keep you informed of any delays or expected timescales.
Will I have a replacement vehicle while mine is being repaired?
Where applicable, your replacement vehicle will normally remain available while your vehicle is undergoing accident-related repairs.
What happens when the repairs are complete?
We’ll coordinate the return of your repaired vehicle and collection of the replacement vehicle.
VEHICLE RECOVERY
Can you recover my vehicle from the accident scene?
Yes. We can arrange recovery if your vehicle cannot be safely driven.
What if my vehicle isn't safe to drive?
Don’t take any unnecessary risks. Contact us and we’ll arrange recovery and help get you mobile again.
Where will my vehicle be taken?
We’ll arrange for it to be taken to an appropriate secure location or repairer depending on the circumstances.
Who pays the recovery costs in a non-fault accident?
Reasonable accident-related recovery costs will be pursued from the at-fault party’s insurer.
Can you arrange recovery anywhere in Northern Ireland?
Yes. We can arrange vehicle recovery across Northern Ireland.
What happens after my vehicle has been recovered?
We’ll arrange the next steps, including assessment, repairs where appropriate and a replacement vehicle if required.
INSURERS & LEGAL SUPPORT
Do I have to use my own insurer after a non-fault accident?
No. You can choose who assists you with your non-fault claim, although you should still notify your insurer as required by your policy.
My insurer has already contacted me. Can I still use NI Accident Services?
Yes. You can still speak to us even if your insurer has already contacted you or started discussing the claim.
Can my insurer tell me which accident management company or repairer I have to use?
You generally have a choice over who assists with your claim and who repairs your vehicle.
What should I do if the other driver's insurer contacts me directly?
You don’t have to make an immediate decision. Tell them you have appointed NI Accident Services and contact us if you’re unsure about anything.
Will you deal with the insurers for me?
Yes. We’ll handle the relevant communication and help take the hassle out of the process.
What happens if I was injured in the accident?
Tell us about any injuries and we can arrange for you to receive appropriate independent legal advice.
Can you arrange legal advice if I need it?
Yes. Where required, we can put you in touch with an appropriate legal professional for advice and assistance.
