Independent UK Accident Management
Aviva Car Insurance Claim — An Independent Guide
Underwritten within the Aviva group.
Before you dial Aviva, it's worth knowing the alternatives. We take the paperwork, phone calls and coordination off your hands helping reduce the hassle where you're eligible.
Aviva is one of the UK's largest general insurers and its motor claims operation is high-volume. Because Aviva writes so many policies, it uses tight repair networks and standardised processes — good for consistency, less good if you want a bespoke outcome. On a non-fault claim you don't have to accept the default path.
About Aviva claims
How a Claim with Aviva Typically Works
The claims process, step by step
- Call Aviva's 24/7 claims line (or notify online) with your policy number.
- A first-notification handler takes the incident details and opens a claim reference.
- Repair is offered through Aviva's approved network; total losses go to an engineer.
- Excess is typically taken upfront and recovered from the at-fault insurer.
Common issues Aviva customers report
- Aviva's approved repairer network can involve travel — the nearest shop isn't always local.
- Courtesy cars are small hatchbacks; larger or automatic replacements often aren't guaranteed.
- Online notification is fast but hand-offs between the online system and a human handler can drop context.
Repair network
Aviva has a broad approved-repairer network. Non-fault claimants generally have the right to a repairer of their choice.
Courtesy car expectations
Small courtesy car included while repair is at an Aviva-approved shop. Like-for-like replacement on non-fault needs separate arrangement.
Excess guidance
Compulsory and voluntary excess usually taken upfront and refunded once liability is agreed.
Settlement & valuation
Aviva uses trade-guide valuations. Push back with dealer adverts and reputable independent valuations if the offer is low.
Insider tips before you call Aviva
- If your car has recent expensive work (cambelt, clutch, brakes, tyres) mention it in the valuation call — engineers don't always know.
- Ask for the name and direct number of your assigned handler.
Your options
After a non-fault accident, you generally have two routes
There's no single right answer — it depends on your situation. Here's a balanced look at both, so you can decide what suits you.
Option 1
Claim through Aviva
The traditional route
- You call Aviva's claims line and open a claim on your own policy.
- Your no claims discount and excess may be affected until liability is confirmed.
- Repairs are typically handled by Aviva's approved network.
- A basic courtesy car may be offered while your vehicle is being repaired.
- You liaise directly with claims handlers, engineers and third parties.
Option 2
Use VIP Claims
Independent accident management
- We assess your circumstances and confirm whether you're eligible.
- Where you're eligible, there is typically no impact on your no claims discount and no excess to pay.
- We coordinate recovery, repair through vetted bodyshops, and paperwork.
- Like-for-like replacement vehicle where you're eligible.
- One named handler keeps you updated from start to finish.
Why choose VIP Claims
What you get with an independent accident manager
Features and services offered where you're eligible. We'll always confirm what applies to your circumstances upfront.
One dedicated point of contact
A named claims handler who knows your case — no call-centre queues, no repeating yourself.
We coordinate repairs
Vetted UK bodyshops with manufacturer-approved processes where required.
Vehicle recovery where needed
24/7 recovery from the scene to a safe location, arranged on your behalf.
Replacement vehicle where eligible
Like-for-like replacement so you can keep working, driving the kids to school, and living your life.
Liaising with insurers and third parties
We speak to the at-fault insurer, engineers and solicitors so you don't have to.
Solicitor referrals where appropriate
If personal injury is involved, we can refer you to specialist solicitors for advice.
Regular claim updates
Clear updates by phone, email or SMS at every key stage of your claim.
Less administration for you
We handle the forms, calls and follow-ups so you can focus on getting back to normal.
Our process
Four simple steps
From your first call to a fully resolved claim, here's what to expect.
- 01
Tell us what happened
Share a few details about the accident — when, where and who was involved. It takes about two minutes.
- 02
We assess eligibility
We review your circumstances and confirm whether we're able to manage the claim on your behalf.
- 03
We coordinate everything
Where appropriate we arrange recovery, repair, a replacement vehicle and liaise with the at-fault insurer.
- 04
You stay informed
One named handler keeps you updated at every key stage until the claim is fully resolved.
What our customers say
Real stories from UK drivers
"VIP Claims took everything off my hands after a non-fault accident. Courtesy car within a day and my car back better than new."
"Professional, quick, and they actually answer the phone. Could not recommend more highly."
"From the first call to handing back the keys to my repaired car — completely seamless. Best in the business."
Prefer to go direct?
Still Want to Claim Through Aviva?
That's your right, and this section gives you an honest overview of how UK drivers typically start a claim with Aviva. Always check your policy documents for the most accurate contact details.
- 1
Call Aviva's claims line
Contact Aviva using the number in your policy documents. Have your policy number, the date and time of the incident, and the other driver's details ready before you dial.
- 2
Report the incident factually
Stick to the facts. Don't admit liability at the scene or on the phone — that's for insurers and any evidence to determine.
- 3
Follow Aviva's process
Aviva will log the claim, issue a reference number, and set out next steps — usually an inspection, then repair or settlement.
- 4
Keep a full record
Save every reference number, call note, email and letter until the claim is fully closed.
FAQs
Frequently Asked Questions
Can I claim directly with Aviva?+
Yes. You can call Aviva on the number listed in your policy documents to open a claim on your own policy. Please check your policy documents for the latest claims-line hours. It's worth understanding your options first — if the accident wasn't your fault, claiming through your own insurer isn't your only route.
Can I use VIP Claims instead of Aviva?+
If your accident wasn't your fault and you're eligible, yes. VIP Claims is an independent UK accident management company. We can manage the process on your behalf and pursue costs from the at-fault insurer, so your own policy with Aviva isn't necessarily affected.
Do I have to use Aviva's approved repairer?+
Not always. In a non-fault claim you often have the right to choose your own reputable repairer. Using an accident management company like VIP Claims can help preserve that choice and access vetted UK bodyshops.
Can I get a replacement vehicle?+
A basic courtesy car may be offered when you use Aviva's approved repairer. In a non-fault claim you may be entitled to a like-for-like replacement vehicle at the at-fault insurer's cost — VIP Claims can arrange this where you're eligible.
What happens if the accident wasn't my fault?+
You're not obliged to claim on your own policy with Aviva. You can claim against the at-fault driver's insurer directly, or use an independent accident management company like VIP Claims to manage the process on your behalf where you're eligible.
How long could the claims process take?+
Straightforward repairs on a clearly non-fault claim can be arranged within days. More complex claims — disputed liability, total losses, personal injury — can take weeks or months. VIP Claims aims to keep the process moving with a single named handler.
Can I choose who manages my claim?+
Yes. You're free to choose how to handle a non-fault accident: through your own insurer, direct with the at-fault insurer, or through an independent accident management company like VIP Claims. This page exists to help you make that choice with clear information.
Is VIP Claims part of Aviva?+
No. VIP Claims Ltd is completely independent. We are not affiliated with, endorsed by, or partnered with Aviva. We're an accident management company offering an alternative route for eligible non-fault claims.
Related guides
Keep reading
Before you call Aviva
Your Aviva Claim Doesn't Have to Start with Aviva.
For non-fault accidents, an independent accident management company can often be the smoother route. Speak to a named claims handler and we'll take it from there where you're eligible.
VIP Claims Ltd is not affiliated with Aviva. This service is offered as an independent alternative to claiming through your own policy.