Car Insurance - Making a Claim

Beyond Economic Repair (BER) means the cost of repairing your vehicle is higher than its market value before the damage. In this case, your insurer will declare it a total loss and offer a settlement based on its pre-accident value.

You may also decide to repair your car, but keep in mind you may be required to get a certificate of road worthiness from a qualified engineer before cover can be put back in place.

For more details, see What is Beyond Economic Repair (BER)?.

Yes! 123.ie recommends using our network of approved repairers for vehicle repairs.

The benefits offered can vary by repairer, so it's best to check with the repairer directly for details on what’s included. Some of the most common repair benefits include:

• Minimum three year warranty (repaired areas only)
• Genuine Manufacturer parts and paint warranty
• Direct Billing Service (payments made direct to Repairer)
• Priority Service
• Compliant with local authority waste disposal requirements
• Free of charge vehicle wash and clean

For home emergencies, our Home Rescue Cover service provides 24/7 assistance, covering emergency repairs up to €200 with up to three call-outs per year.

Visit our Approved Repairers or Home Rescue pages for more details.

If you're in a car accident, your safety comes first. Take a deep breath and follow these steps:

1. Check for injuries – If anyone is hurt, call emergency services immediately at 112 or 999.

2. Report to the Gardaí – Notify the local Garda station, especially if there are injuries or significant damage.

3. Gather essential details – Take note of registration numbers, driver and witness contact details, and insurance information.

4. Take photos – Capture clear images of vehicle damage, the accident scene, and road conditions.

5. Notify 123.ie – Call our Claims Team at (01) 290 1999 as soon as possible to report the incident.

For a step-by-step guide on handling an accident, visit our detailed help page: What should I do if I am involved in a road accident?.

If your car is declared a write-off after a claim, 123.ie will compensate you based on its pre-accident market value, up to the amount you declared.

We’ll source bids from salvage agents and share the highest one with you. You can accept this offer or choose another, but the salvage amount and your policy excess will be deducted from your settlement.

For a detailed breakdown of the salvage process, see What is the salvage process and how does it work?.

The time it takes to settle a claim depends on the details of your case. Every claim is different, and some take longer than others. But you can help speed things up by:

• Giving us all the information we need when you make your claim
• Staying in touch with your claims handler
• Sending any requested documents as soon as possible

Want to know more? Check out our detailed guide: How long does it take to settle an insurance claim?.

Yes, if your car is damaged and undrivable due to a covered incident, you may be eligible for up to €200 towards car hire costs. This benefit applies only to valid claims and requires prior approval from your claims handler.

For full details on car hire coverage, see Does my policy cover car hire?.

A fraudulent claim occurs when someone intentionally omits, misrepresents, alters, or conceals vital information related to a claim to receive payment they would not otherwise be entitled to.

If you suspect someone is making a fraudulent claim, report it to Insurance Confidential at fraud@insuranceireland.eu or through their website.

If someone is making a claim against you, do not admit liability or discuss the claim with them. Instead, refer them to our Claims Team and forward any correspondence from the claimant or their insurer to us, ensuring your claim or policy number is included.

If you receive any legal documents, send them to us immediately and unanswered​. For more details, see What if someone makes a claim against me?.

Making a claim affects your policy differently based on your no claims discount protection. Discounts may remain unaffected, reduced by three years, or reset entirely.

See your policy schedule for details, or learn more at: How does making a claim impact my policy?.

Yes, you can claim directly from the other person's Car Insurance policy, but you must still inform our Claims Team on 01 290 1999. Ensure you have the third party’s insurance details, and we recommend contacting them as soon as possible to begin your claim.

Deciding whether to claim depends on your excess, potential impacts on your no claims discount, and future premiums. Excesses differ by policy type and coverage.

To understand these impacts fully before deciding, see Should I make an insurance claim?.

In insurance terms, the “first party” is the insurer, and the “second party” is the policyholder. A third party is anyone else. If someone makes a claim against you or your vehicle, that person is the third party.

For more information on specific insurance-related products, don’t hesitate to contact us.

An End of Life Vehicle (ELV) is a car or van that can no longer be used safely on the road and needs to be scrapped. Once it’s no longer roadworthy, it must be disposed of responsibly at an authorised treatment facility.

If you need help understanding your cover or next steps, contact us or check your policy documents for all the details.

An adjustor (sometimes called a claims adjustor or loss adjustor) is the person who checks out the details of your insurance claim. They investigate what happened, look at the damage, and figure out how much we should pay based on what your policy covers. Simply put, they help 123.ie settle claims fairly.

We can communicate by phone, post and email. You may also receive text messages to update you on the progress of your claim. Your claims representative will be able to update you on the progress of your claim at any stage. 

• Time and date of the accident
• Name and contact details of other people involved in the accident
• Details of drivers involved
• Details of vehicles involved in accident and damage as a result of the incident
• Name and reference number of the insurers of the other people involved
• Name and contact details of any witnesses, if applicable
• Name and contact details of Gardai, if they attended the scene

We will instruct a Motor Assessor to inspect the damage to your car. They will contact you within two working days of being appointed by the claims handler. It normally takes the Motor Assessor two working days to send us a report after the inspection has taken place. We will contact you when we have received and reviewed the report.

If you used one of our Recommended Repairers, they will bill us directly for the cost of repairs. You will be asked to sign an authority to pay form to confirm you are happy for payment to be issued directly to the repairer. If you have chosen an alternative repairer, payment will be issued on receipt of the approved final account. This payment can be made directly to you or to your chosen repairer. All payments issued will be subject to the applicable policy excess.

If we settle the claim under your policy, we will then pursue recovery of outlays from the other person/insurers.

If there is a dispute on liability we will arrange for a full investigation. If you have names of any witnesses or attending Gardai please ensure you provide details to us as we may need to contact them.

If the other party is claiming from you then refer them to us. If you receive any correspondence from the other party or their insurers please forward it to us and we will respond on your behalf. Please ensure to put your claim number and/or policy number on all documentation you send to us.

During normal office hours, you will be assisted by a member of our dedicated 123.ie claims team. Outside normal office hours, a member of our after hours team will help you until the office reopens and one of our dedicated 123.ie claims staff will contact you then.

If your car cannot be repaired you will receive payment for the value of the car. This is calculated using the market value of the vehicle prior to the accident. The policy excess and the salvage value of the car from after the accident will be deducted from this payment. Please note that payment will not exceed the amount the vehicle is insured for.

Pre Accident Value (PAV) - This is the market value of your vehicle immediately prior to your accident. The main factors that have an impact on the value of your car are as follows: NCT, mileage, make and model of the car, specifications and service history.

Salvage Value - Salvage value is the value of the car in its damaged state after the accident. The value of your salvage is deducted from your claim settlement if your vehicle is deemed a write off by our appointed Motor Engineers.

In certain circumstance we may need you to complete an Accident Report Form which will provide us with information important to the claim. We may also require a copy of the front and back of the Driving Licence for the driver involved in the incident. This may be required to enable us to confirm important cover information. Any additional documentation requests will be explained to you by your claims representative.

If you are entitled to a replacement car, we deal with a car hire company, Enterprise Rent A Car, who provide replacement hire vehicles. They are located nationwide. Your claims representative can explain the hire process further for you.

It’s important that you report the claim to us prior to any instruction to commence repairs is given. We will arrange for a motor engineer to inspect the damage to your vehicle. Once the engineer has agreed the repair costs the repairs can commence with your authorisation.

Your No Claims Discount may be affected as a result of a claim under your policy. This will depend on the cover you opted for when purchasing your policy and whether No Claims Discount – Protected or No Claims Discount – Step-Back applies.

Please check your Schedule to confirm what cover applies.

No Claim Discount Protected

NCD Protection allows you to make one claim within a consecutive three year period without affecting the No Claim Discount.

If you make two claims under this Policy during a consecutive 3 year period, we will reduce any previously earned No Claims Discount at the next renewal as shown below:

No Claim Discount – Step-Back

If you have No Claim Discount – Step-Back, the No Claims Discount will be reduced at the next renewal as shown below:

Yes you can, it is for you to decide whether or not to pursue the other person directly. Normally their insurer will get involved at the earliest stage. If you require any information on what steps to take, then please ask your claims representative. It is your obligation to report the accident to your insurer as soon as possible.

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Depending on the type of policy you opted to purchase, you may have cover for the following:

• Personal Belongings
• Personal Accident Benefits
• Medical Expenses
• Breakdown Assistance
• Emergency Overnight Accommodation
• Motor Legal Assist Cover

It is important you refer to your schedule and policy document for full details on what is covered and applicable limits.

We aim to settle all claims as quickly as possible. All requested documentation should be sent to us as soon as possible to ensure there are no unnecessary delays.

This covers you for accidental damage to your car along with malicious/vandalism damage, flood damage, theft and fire damage. It also covers you for any liability you have for third party property damage and personal injury to another person arising out of the accident. It is important you refer to your schedule and policy document for full details of what is covered.

Please note that if you have breakdown assistance covered under your policy you can call the Emergency Helpline Phone Number: +353 1 241 8572

If you have windscreen cover under your policy with us you can contact any of our approved repairers below for assistance:
Autoglass (01) 409 0900
Payment for windscreen repairs (as opposed to replacement) is limited to the value of the vehicle.
The limits of payment for Window & Windscreen replacement are:

• Any approved windscreen repairer €1,500 max
• Any other repairer €225 max

In the Republic of Ireland (01) 290 1999
Outside the Republic of Ireland +353 (01) 290 1999

If your vehicle is not repairable the engineer will obtain salvage offers through a salvage auction process. The salvage figure is determined by the highest bidding salvage agent. The details of the highest bidder will be provided to you and you then deal directly with the salvage agent in relation to the sale of your damaged vehicle. In such case, you need to provide your Vehicle Registration Certificate and all keys to the salvage agent. The salvage dealer will pay you the agreed salvage amount which will be deducted from the settlement offer. It is your decision whether or not to sell your damaged vehicle to the salvage agent. If you choose not to sell your vehicle to the salvage agent, the salvage amount will still be deducted from your settlement.

If your keys are lost, stolen or broken by your/broken in a lock please call the Keycare Emergency Helpline on +353(0)1 5181412 and notify us of the situation. If the keys remain lost for a period of 3 days, a claim can then be submitted. If keys are stolen a claim can be made immediately.

Please contact one of our EU claims representatives. A full list of contact details is available here.

Was this article helpful?

Similar articles that might help:

• My Policy Documents
• My Policy Cover
• Inaccessible
• Payments & Direct Debits
• Making a Change to my Policy
• Renewing my Insurance
• Before you Insure
• Contact Us

We love your feedback, please suggest how we could improve this information?