Independent guide — VIP Claims is not affiliated with esure.
How to Make an esure Car Insurance Claim
esure Insurance Limited
The short answer
esure lets you report a car insurance claim online 24/7 through your account, or by phone during customer service hours. Roadside recovery after an accident and windscreen repairs are handled separately by named partners on a 24-hour line.
Official esure claim contacts
These are esure's own contact details, published on esure's website. They are not VIP Claims numbers.
Claim online at esure- New claim0345 603 7872
Official esure contact number · Mon–Fri 8am–8pm, Sat 9am–5pm, closed Sunday
From abroad call +44 141 221 5777
- 24-hour accident recovery0800 085 8533
Official esure contact number · 24/7
Provided via Britannia Rescue if your car is not driveable
- Windscreen claims0800 085 8459
Official esure contact number · 24/7
Handled by Autoglass; comprehensive cover only and does not count as a claim
- Customer service0345 045 1000
Official esure contact number · Mon–Fri 8am–8pm, Sat 9am–5pm, Sun 9am–2pm
General policy queries and payments
Policy types: esure Flex customers log in via a separate portal; check your schedule of insurance for your specific excess and cover level as these vary by policy.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own esure policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an esure number. VIP Claims Ltd is not affiliated with or endorsed by esure.
Step by step
How to start a esure claim
- 1Make sure everyone is safe before doing anything else
- 2Log in to your esure Account online
- 3Go to Policy > About your cover to check your excess and cover level
- 4Select the 'Make a claim' button and follow the prompts
- 5Alternatively, phone the claims line during opening hours
Before you call
Information to have ready
- Photos of the scene and any damage to your car
- Full name, phone number, address and registration of any other drivers involved
- An approximate location of where the incident happened
- Names and phone numbers of any witnesses
Our car accident checklist covers what to record at the scene.
What happens next
After you report the claim
- esure reviews your claim and gathers any extra information required
- You may be texted for photos of the damage
- The damage is assessed to decide whether the car is repairable
- If repairable, a repair is booked; if not, esure explains the settlement based on market value
Costs
Excess and your no-claims discount
Your schedule of insurance shows your compulsory, voluntary and any driver-specific excess; log in to your Account to check these and how a claim may affect your no-claim discount.
Your policy schedule sets your compulsory and voluntary excess — check it before assuming an amount. See also our guide to non-fault claims.
Staying mobile
Courtesy car or replacement vehicle
With fully comprehensive cover, esure aims to provide a courtesy car (typically a small car such as a Nissan Micra or Toyota Aygo) within two working days of your car going in for repair with a recommended repairer. A courtesy car is not provided if you use a non-recommended repairer, or if your car is stolen and not found or written off.
Provided under your own cover, usually only while the car is with an approved repairer, and typically a small standard model.
Where another driver is at fault and you are eligible, a like-for-like vehicle may be arranged as part of the claim against them.
A hire vehicle supplied on credit, with the cost pursued from the at-fault insurer. Subject to eligibility and your obligations if the claim fails.
None of these is automatic. Read more in our replacement vehicle guide.
Repairs
Approved repairers and your choice of garage
esure arranges repairs through its recommended repairer network as part of the claims process; using a non-recommended repairer can affect courtesy car provision.
Your options
If the accident wasn't your fault
After a non-fault accident you generally have three routes. Which suits you depends on your cover, your excess, and how quickly you need a vehicle.
Claim through esure
- Simplest single point of contact.
- Your excess is usually payable first and recovered later if liability is admitted.
- The claim is recorded against your policy, which can affect renewal even when you are not at fault.
Claim against the at-fault insurer
- No excess payable to your own insurer.
- You deal directly with the other side, which can be slower if liability is disputed.
- You are responsible for evidencing your losses.
Use an independent accident manager
- VIP Claims can handle repairs, recovery and the claim where you are eligible.
- Services are subject to eligibility and the circumstances of the accident.
- Not guaranteed, and not a substitute for your policy obligations.
Whichever route you choose, most motor policies require you to notify your own insurer of the accident, even if you do not make a claim on your own policy. Check the notification condition in your policy wording.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own esure policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an esure number. VIP Claims Ltd is not affiliated with or endorsed by esure.
Existing claims
Tracking an existing esure claim
Log back in to your esure Account and select 'Make a claim' to check the progress of an existing claim, or call the claims line during opening hours.
If something goes wrong
Complaining about a esure claim
esure encourages contacting it by Live Chat (via the 'Need Help?' button on esure.com) or by phone as the quickest ways to resolve a complaint; further details are set out on esure's complaints management page.
Questions
esure claims: frequently asked questions
Can I claim if my accident happened outside the UK?+
How long will it take esure to decide who is liable?+
Does a windscreen claim count against my policy?+
Where this came from
Sources
The esure details on this page were taken from esure's own published information on the dates shown. Insurers change contact details and processes, so please confirm anything important in your policy documents.
- Make a car insurance claim — checked 5 June 2025
- Need further help – telephone numbers — checked 5 June 2025
- Complaints management — checked 5 June 2025
Read our editorial policy and correction process.
Related guides
- Non-fault claims explainedYour rights and options when the accident wasn't your fault.
- What accident management isHow an independent accident manager differs from your insurer.
- Replacement vehiclesCourtesy cars, like-for-like hire and who pays for them.
- Car accident checklistWhat to do and record in the first minutes after a crash.
- Write-offs and total lossHow valuations work and how to challenge a low offer.
Other insurer claim guides
VIP Claims Ltd is an independent UK accident management company. We are not affiliated with, appointed by or endorsed by esure, and we are not an insurer. This guide is general information, not legal or financial advice.
Our services — including replacement vehicles, repairs and excess recovery — are subject to eligibility and the circumstances of your accident, and are not guaranteed. You should check your own policy for its accident notification requirements.