Car insurance claims

Castle Cover

Expert claims teams

will deal with your

claim as quickly as possible

Expert claims teams are here to help you, whatever’s happened.

For car insurance call 0345 840 0090

For windscreens call 0345 840 0093

UK-based call centre open 24 hours, 7 days a week.

Optional extras

If you've added an optional extra to your car insurance policy, these are the contact numbers you'll need to make a claim:


For Breakdown policies with a start date from 1st June 2018 call 01206 812705

For Breakdown policies with a start date before 1st June 2018 call 0800 247 1781

For Legal Expenses cover call 0345 840 0094

For Key Cover call 0800 519 1211

For Excess Protect call 0345 840 0092

For Substitute Vehicle call 0345 840 0091

What will happen

There are a few simple steps when you make a car insurance claim:

Step 1

Please call 0345 840 0090.

Step 2

 The claims team will take full details of the accident and confirm next steps.

Step 3

They will then liaise with Ageas Insurance Limited and hire car & personal injury specialists if appropriate.

Step 4

The claim will then be settled. If you have Excess Protect and have paid the excess which cannot be recovered from a third party then you should contact Direct Group as soon as possible to be reimbursed up to £500.

Before you call

Before you call the car insurance claims team try to make sure you have to hand:


  • Your car insurance certificate.
  • If you are at the scene of the accident when you call and do not have your car insurance certificate with you, all you need to do is give your car registration number.
  • Details of the accident, including; full details of the other drivers, injuries caused, property damage, witnesses (if there are any), police officers and report reference numbers and full details of what happened.

Top tips

Top tips for making a car insurance claim:


  • If you own the vehicle, you must give your name and address, the name and address of your insurer and your car insurance policy number to anyone who has a good reason for asking.
  • You must report an accident to the police within 24 hours if there is an injury and/or you do not give your details to anyone at the scene.
  • Read your policy documents to see if you can use your optional cover included in your policy.



  • It is natural to want to apologise for an accident if you feel it was your fault. However, it is really important that you don’t do this, because you may not be legally liable for the accident and you may affect your insurer’s ability to act on your behalf. It may also affect your “no claim” discount.


Get in touch with us if you have any questions or please read the home insurance policy documents.