We know that calling about an accident can feel daunting, especially if you have never made a claim before. This page tells you exactly what happens, so there are no surprises.
What happens when you first call PurpleSquare Hire?
You speak to a person straight away. No menus, no hold music, no script. A handler picks up, listens, and starts helping.
The first thing we do is check you are alright and that nobody was hurt. Then we take a few details about the accident so we understand your situation. You are not being processed, you are being looked after, and that difference matters to us.
What information will we ask you for?
We ask for your vehicle and contact details, a short description of what happened, and anything you noted about the other driver. The more you have, the quicker we can move, but do not worry if you are missing something.
Typically we will ask for your name and number, your vehicle make, model and registration, where and when the accident happened, and the other driver's details if you have them. If you took photos at the scene, keep them handy. If you did not, that is fine too, we will work with what you have.
How long does the call take?
Most first calls take around ten to fifteen minutes. That is usually enough for us to understand your claim and start arranging a replacement vehicle.
We never rush you off the phone. If you have questions about how credit hire works or what happens next, ask them. You can read the basics on our credit hire replacement vehicles page before you call if you prefer to be prepared.
What happens after the call?
We confirm the basics of your claim and start arranging your replacement vehicle. Your named handler stays in touch and keeps you updated, so you always know where things stand.
Behind the scenes we deal with the recovery of costs from the at-fault driver's insurer, which means you do not have to chase anyone. Your job is simply to get back to normal life while we handle the claim.
Will I speak to the same person again?
Yes. You are given one named handler who owns your case from start to finish. You will not be passed around or asked to repeat your story to a stranger.
That single point of contact is the heart of how we work. You can put a name and a face to your claim, and you can see the people behind it on our meet the team page.
What does it cost to call?
Nothing. The call is free, and there is no upfront charge for a replacement vehicle when the accident was not your fault. The hire costs are recovered from the at-fault driver's insurer.
We will always be straight with you about how the process works before anything is agreed. No small print sprung on you later, no hidden fees. If you would rather drop us a line first, our contact page has all the ways to reach us.