At the scene
- Stop safely and switch on the hazard lights. Check everyone is okay; call 999 if anyone is hurt or the road is blocked.
- Exchange names, phone numbers, registrations and insurance details with the other driver. Do not admit fault — not because of gamesmanship, but because the insurers decide that with all the facts, and you only have half of them.
- Photograph everything: both vehicles from several angles, the registrations, the road layout, skid marks, and any damage close up.
- If there are witnesses, take a name and number. Thirty seconds now saves weeks later.
Tell us the same day
Report it from Checks & damage in your dashboard or the app, with your photos. Same-day reporting matters: insurers treat late-notified claims badly, and the sooner we know, the sooner a replacement van is moving towards you.
If the van cannot be driven, call the breakdown number on your key tag first — it is answered 24 hours a day and recovery is arranged for you.
What happens next
We handle the insurer and the garage; you will not be chasing bodyshops between deliveries. If the van is off the road, we arrange a like-for-like swap so you keep working. Any charge to you is capped at the excess shown on your agreement — the damage guide explains how charges are worked out.
The things people forget
- Dashcam footage, if you have it — save the clip the same day before it is overwritten.
- Where exactly it happened — a pin dropped on your phone map is enough.
- That shaken is normal. Park up, make the report, have a cup of tea. The schedule can lose an hour.