Independent guide — VIP Claims is not affiliated with M&S Insurance.
How to Make an M&S Insurance Claim
Arranged by BISL Limited using a panel of insurers
The short answer
M&S Car Insurance is arranged and administered by BISL Limited on a panel-of-insurers basis, and has been withdrawn from sale, though existing policyholders keep their cover until it ends. Claims are reported by phone to a dedicated 24/7 team, who assign a personal claims manager.
Official M&S Insurance claim contacts
These are M&S Insurance's own contact details, published on M&S Insurance's website. They are not VIP Claims numbers.
- Make a claim0344 412 2160
Official M&S Insurance contact number · 24 hours a day, 365 days a year
You'll be allocated a personal claims manager to guide you through the process.
- Change your cover / customer services0344 871 2349
Official M&S Insurance contact number
For cancelling or changing your policy, such as adding a named driver or changing your car.
- Breakdown recovery (UK)0330 332 8468
Official M&S Insurance contact number
Have your policy number and registration ready.
- Windscreen repair (Autowindscreens)0330 018 3236
Official M&S Insurance contact number
Bookings can also be made online.
Policy types: M&S Car Insurance was previously sold in standard and premier cover levels; it has now been withdrawn from sale, though existing policies remain in force until they end.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own M&S Insurance 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 M&S Insurance number. VIP Claims Ltd is not affiliated with or endorsed by M&S Insurance.
Step by step
How to start a M&S Insurance claim
- 1Call the M&S Car Insurance claims number as soon as possible after an incident.
- 2Have your policy number ready when you call.
- 3You'll be assigned a personal claims manager to guide you through what happens next.
Before you call
Information to have ready
- Your policy number
- Details of what happened, including date, time and location
- Vehicle registration and details of any other parties involved
- Whether the police were called
Our car accident checklist covers what to record at the scene.
What happens next
After you report the claim
- Your personal claims manager will guide you through the rest of the process.
- For breakdowns, call the recovery line with your policy number and registration to hand.
- For windscreen damage, book online or call the windscreen repair number.
Costs
Excess and your no-claims discount
Excess amounts and No Claim Discount rules depend on your individual M&S Car Insurance policy and the underwriting insurer on your panel policy, so check your own schedule and policy booklet.
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
Courtesy car provision depends on your specific M&S Car Insurance policy terms; check your policy schedule and booklet for details.
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
Repairer arrangements depend on your individual policy; contact your claims manager for guidance once a claim is open.
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 M&S Insurance
- 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 M&S Insurance 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 M&S Insurance number. VIP Claims Ltd is not affiliated with or endorsed by M&S Insurance.
Existing claims
Tracking an existing M&S Insurance claim
Once you've reported a claim, your allocated personal claims manager is your point of contact for updates and next steps.
If something goes wrong
Complaining about a M&S Insurance claim
As M&S Car Insurance is arranged and administered by BISL Limited, complaints about your policy or a claim should be raised with BISL, with the right to refer an unresolved complaint to the Financial Ombudsman Service.
Questions
M&S Insurance claims: frequently asked questions
Can I still renew my M&S Car Insurance policy?+
Who actually looks after my M&S Car Insurance policy?+
What happens to my policy now that M&S Bank's role has moved to HSBC UK?+
How do I get help with a breakdown in Europe on an M&S policy?+
Where this came from
Sources
The M&S Insurance details on this page were taken from M&S Insurance's own published information on the dates shown. Insurers change contact details and processes, so please confirm anything important in your policy documents.
- M&S Bank manage your car insurance policy — checked 30 August 2026
- M&S Bank car insurance overview — checked 30 August 2026
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 M&S Insurance, 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.