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How to make a self-drive hire insurance claim

At Alan Boswell Group, we understand that your vehicles are your income and how important it is for them to stay on the road. Our claims handlers are specialists and work closely with insurers to help make sure your claim is resolved as quickly as possible, even if it involves complex third-party liabilities arising from your hirers.  

4.12.25

By Jess Cliffe

Self-drive hire claims

 We look at what you can expect if you need to make a self-drive hire insurance claim. 

Immediate steps to take after an incident 

If a hirer advises they’ve been involved in an accident, you need to: 

  1. Ensure safety – check they have called emergency services if needed.  

  1. Gather information – ask your hirer to collect third-party details (the other driver or any witnesses), this should include names, vehicle registrations, and insurance information. If it’s safe to do so, your hirer should also take photos of the scene.  

  1. Secure the vehicle – if it cannot be driven, you’ll need to have it moved to a safe place. If you have a breakdown policy with recovery options, contact your breakdown provider for assistance.  

How to report your claim to us 

It’s important that you let us know about a claim as soon as possible. Delays can slow the process and keep your vehicle off the road longer.   

To report an incident and make a claim: 

  • Call us on 01603 218099, or 

  • If you need to report an urgent claim outside of office hours, contact the insurer directly (check your policy documents if you’re unsure who your provider is):  

  • Allianz: 0370 606 4912 

  • Markerstudy: 0345 293 5330  

Information you’ll need to provide 

When you make a claim, you’ll be asked for details about: 

  • The vehicle – registration number, make, and model. 

  • The incident – the date, time, location, and a brief description of what happened. 

  • The hirer – their full name, address, and contact information.  

  • Pre-rental checks – you’ll be asked to provide documents that show you carried out essential pre-rental checks, such as: 

  • Copies of the signed rental agreement. 

  • Hirer’s driving licence (front and back). 

  • DVLA licence check codes. 

  • Proof of a cleared and traceable deposit.  

  • Two types of proof of address (this could be more if a hirer normally lives outside the UK).  

If you can’t provide the proof requested, your claim could be at risk. If you’re unsure of the pre-hire checks you need to complete, read more here.

What happens after I report a claim? 

There are four main stages within the claims process: 

  1. Validation – we’ll confirm that your policy covers the claim and check that the hirer meets the criteria set out within it (for example, that they meet any minimum age requirements or the duration of holding a full licence). 

  1. Assessment of the damage – if necessary, we arrange for an engineer to assess vehicle damage. 

  1. Repair or settlement – if the vehicle can be repaired, we’ll authorise for these to go ahead at an approved garage. If the vehicle cannot be repaired and is declared a total loss, we’ll arrange for a settlement amount to be paid to you.  

  1. Third-party management – if your hirer was at fault, we’ll also manage any claims made by others involved.  

Need help with your insurance?

We understand that when your vehicle is off the road, your business becomes financially vulnerable, so we’ll always work with you to ensure claims are handled as fairly and efficiently as possible.

If you want to make a claim:  

  • Call us on 01603 218099, or 

  • Complete our form non-emergencies only

If you are reporting an urgent claim outside of office hours, contact the insurer directly:  

  • Allianz 0370 606 4912 

  • Markerstudy 0345 293 5330  

FAQs

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