What is a replacement vehicle after a non-fault accident?
It is a vehicle supplied to you for the period your own car is off the road because of an accident someone else caused. In England and Wales the at-fault driver is responsible for putting you back in the position you were in before the accident, and that includes your ability to drive. The vehicle is supplied on credit hire terms, which means you are not asked for money at any point and the charges are recovered from the at-fault driver's insurer.
Who supplies it, and do I have to use my own insurer?
You do not. Your own insurer may offer a courtesy car, but that is usually a small car of a fixed class regardless of what you drive, and it is offered under your policy rather than as a legal entitlement. A credit hire provider supplies a vehicle matched to your own. Our page on who provides a replacement car sets out the difference between the two routes in full.
What a like-for-like vehicle means in practice
A similar size, body type and specification to your own car, not simply any car that is free. If you drive an estate, a seven seater, an automatic, an electric car or a van, the replacement should reflect that. See like-for-like replacement car for how the match is decided.
How fast can a replacement vehicle be delivered?
Average time from notification of claim to a replacement vehicle being delivered: 6 hours, measured across the six months to September 2026. That is measured from the moment we are notified of the claim, not from the moment a vehicle is allocated, because the first figure is the one that matters to you. Vehicle availability rate: 85% of requests were fulfilled from our own fleet, measured across the six months to September 2026.
Specialist vehicles take longer. Plated taxis, wheelchair accessible vehicles, prestige cars and larger commercial vehicles all depend on what is available in your area, and we will tell you honestly what we can do rather than quote you a time we cannot hold.
What does it cost me?
Nothing upfront where liability is clear. No deposit, no excess, no monthly payment. You can read the detail on will I have to pay and on do I have to pay my excess.
How long can I keep it?
For the reasonable period of repair, or until a fair settlement offer is made if your car is a write-off, plus a reasonable period to buy a replacement. The full explanation, including what happens when repairs overrun, is on how long can I keep a hire car. If your car has been written off, see what your options are.
What should I do first?
- Make sure everyone is safe and report the accident if anyone is injured or the road is blocked.
- Take the other driver's registration, name and insurer, and photograph the scene.
- Call us before you agree to anything with the other side's insurer.
- Tell us what you drive and what you use it for, so the replacement actually fits your life.
What to expect when you call us walks through the call itself, and credit hire explains how the agreement works.
Need a replacement vehicle now?
If your car is off the road after an accident that was not your fault, call us on 01606 662300 and we will tell you straight away what we can get you and how quickly. Lines are open Monday to Friday, 8am to 6pm, with after-hours support available.