Frequently asked questions
Getting started
What does G4 Claims do?
We help people who’ve had a road accident that wasn’t their fault. Our Scottish team can deal with the at-fault driver’s insurer for you, arrange repairs at an approved bodyshop, and help check whether a comparable replacement vehicle can be arranged while yours is off the road. If you were hurt, we can also support you with a personal injury claim. Every accident is different, so we’ll talk through your situation first and explain what we can and can’t help with.
How do I start a claim?
You can call us on 01698 767 172, message us on WhatsApp (+44 7788 266261), use live chat while we’re open, or start online in a few short steps. We’re open Monday to Friday 8am–6pm and Saturday 9am–2pm. If you get in touch outside those hours, we’ll pick up your message the next working day. You don’t need every detail to hand – a real person will ask what’s needed.
Ready when you are: start your claim online or send us a WhatsApp. Start your claim
What information will I need?
It helps to have the date and place of the accident, the other driver’s name, registration and insurance details if you exchanged them, photos of the scene and damage, and any witness or dashcam details. Don’t worry if you’re missing some of this. Tell us what you have and we’ll explain what else might be useful. Please don’t send copies of documents until your handler tells you what’s needed and the safest way to send them.
Will it cost me anything?
No. Our service is free of charge because we bill the at-fault driver’s insurer directly. There’s no excess to pay, and because we don’t claim on your own insurance, your no-claims bonus is unaffected. Where you're not at fault and your claim meets our criteria. We’ll explain the terms before anything is arranged, and if your situation doesn’t meet our criteria we’ll tell you honestly and point you to other options.
If you also make a personal injury claim, see “How does G4 Claims get paid?” below.
Non-fault accidents
What is a non-fault accident?
A non-fault accident is one where another road user caused the collision and you weren’t to blame. Common examples are being hit from behind at traffic lights, hit while parked, or hit by a driver pulling out of a junction. Whether an accident is treated as non-fault depends on the evidence and on the other side’s insurer accepting responsibility. If you’re not sure, that’s fine – tell us what happened and we’ll talk it through.
What can I claim for after a non-fault accident?
Depending on your circumstances, you may be able to recover the cost of repairing your vehicle (or its pre-accident value if it’s written off), a comparable replacement vehicle while yours is off the road, compensation if you were injured, and other reasonable losses caused by the accident. What you can recover depends on the evidence, your needs and the other insurer’s response, so we’ll help check what applies to you.
Do I have to use an accident management company?
No. You have choices. You can claim through your own insurer, instruct a solicitor of your choice, or use an accident management company like G4 Claims. Some people prefer one point of contact who arranges repairs and a replacement vehicle and deals with the other insurer for them, while keeping their own policy out of it. We’re happy to explain how we work so you can decide what suits you.
After an accident
What should I do at the scene of an accident in Scotland?
Stop somewhere safe, switch on your hazard lights and check whether anyone is hurt. If someone is injured or the road is blocked, call 999. Exchange names, addresses, registrations and insurance details with the other driver. If it’s safe, take photos of the vehicles, the scene and road conditions, and note any witnesses or dashcams. Don’t admit fault or argue about blame. Then let your insurer know and contact us when you’re ready.
Just had an accident? Message us on WhatsApp and a real person will help with the next steps. Start your claim
Do I need to report the accident to the police?
By law you must stop and give your details if someone is injured or certain property is damaged. If you can’t exchange details at the scene, you must report the accident to the police as soon as reasonably practicable, and in any case within 24 hours (Road Traffic Act 1988, section 170). In Scotland, call 101 for non-emergencies, or 999 if anyone is hurt or in danger. Keep a note of any police reference number.
The other driver’s insurer has contacted me. What should I do?
Sometimes the at-fault driver’s insurer contacts you directly and offers repairs, a hire car or a settlement. You don’t have to accept, and you can take time to consider your options. If you do speak to them, ask exactly what they’re offering, who will arrange it, and whether you’re signing any agreement. Insurers following the ABI’s Third Party Assistance Code should explain your choices. If you’d rather we dealt with them, just tell us.
Insurance & excess
Should I tell my own insurer about the accident?
Yes. Most policies require you to tell your insurer about any accident, even if you’re not claiming on your policy. Not telling them could cause problems with your cover. You can say you’re reporting it “for information only” and that the other driver was at fault. Telling your insurer isn’t the same as making a claim on your policy, and we can explain how this works alongside a non-fault claim.
Will I have to pay my excess?
No. When you use our service there’s no excess to pay, because the claim is made directly against the at-fault driver’s insurer, not through your own policy. Where you're not at fault and your claim meets our criteria.
If you’ve already claimed on your own policy and paid an excess, tell us and we’ll explain your options.
Will a non-fault accident affect my no-claims bonus or premium?
When you use our service, your no-claims bonus is unaffected because we don’t claim on your own insurance – we deal with the at-fault driver’s insurer. Where you're not at fault and your claim meets our criteria.
You should still tell your insurer about the accident. Insurers may record it and take it into account at renewal, and that is up to them.
Replacement vehicles
Can I get a replacement car after a non-fault accident?
If your vehicle is off the road because of an accident that wasn’t your fault, we can help check whether a comparable replacement vehicle can be arranged while yours is repaired, or while a write-off is settled. It depends on things like who was at fault, your need for a vehicle, and availability. We’ll explain how it works, including the hire agreement and your responsibilities, before anything is arranged.
Off the road right now? Tell us what happened and we’ll check how we can help. Start your claim
What does “comparable replacement vehicle” mean?
A comparable replacement is a vehicle that reasonably meets the needs your own vehicle met: similar in type, size and use. It won’t always be the same make or model. For example, a family estate might be replaced with a similar-sized estate, or a works van with a suitable van. Our fleet includes everyday cars, prestige models, SUVs, vans and pick-ups. Exactly what’s provided depends on your needs and what’s available.
What’s the difference between a courtesy car and a replacement vehicle?
A courtesy car is usually provided under your own insurance policy or by a garage, often as a small, basic car while repairs are done. Some policies don’t include one, or only provide it while your car is at an approved repairer. A replacement vehicle arranged through a non-fault claim aims to be comparable to your own and is claimed from the at-fault insurer. Check your policy to see what it includes.
How long can I keep the replacement vehicle?
Generally, a replacement vehicle is for the period your own vehicle is genuinely off the road because of the accident – until repairs are finished or, if it’s written off, until the claim is settled. The hire needs to be reasonable in length, so it ends when the need ends. We’ll keep you updated and explain the return arrangements for your situation.
Can I get a replacement van or a bigger vehicle?
If you need a van, pick-up or larger vehicle, for example for work or a big family, tell us. Our fleet includes Ford Custom and Transit vans and a Fiat pick-up, as well as cars and SUVs. Whether one can be arranged depends on your circumstances, what you were driving before, and availability at the time. Let us know about any special requirements, such as towing or racking, so we can check what’s suitable.
Vehicle repairs
Who repairs my vehicle?
We can arrange for your vehicle to be repaired at an approved bodyshop. We’ll keep in touch with the repairer and the other insurer, so you’re not left chasing updates. Before repairs start, the damage is usually assessed and the costs agreed with the insurer. If you’d prefer a particular garage, tell us at the start.
Can I choose my own garage?
When you’re claiming against the at-fault driver, you can generally choose your own repairer, as long as the repair and its cost are reasonable. If you’re claiming through your own policy, check your terms, because some insurers apply conditions if you don’t use their approved repairer. If you have a garage in mind, tell us at the start and we’ll talk it through.
What happens if my car is written off?
If repairs wouldn’t be economical, your vehicle may be treated as a total loss. We can help recover its pre-accident value from the at-fault insurer. That value is usually based on what a similar vehicle would have cost just before the accident. If you think a valuation is too low, tell us and share evidence such as adverts for similar vehicles.
How long will repairs take?
It depends on the damage, parts availability, the bodyshop’s workload and how quickly repairs are authorised. Minor repairs can be quick, but parts shortages or disputes can add time. We can’t give a fixed timescale before the vehicle has been assessed, but we’ll keep you updated by phone or WhatsApp, and let you know straight away if anything changes.
Fault & liability
What if the other driver says it wasn’t their fault?
Disputes happen. When the drivers’ accounts differ, the insurers look at the evidence: photos, damage patterns, dashcam or CCTV footage, witness statements and police reports. Send us anything you have as soon as possible, because some footage isn’t kept for long. A disputed claim can take longer, and we’ll be honest with you about how it’s going and explain any effect on you.
What is split liability (50/50)?
If there’s no clear evidence of who caused an accident, or both drivers were partly to blame, insurers sometimes agree to share responsibility, for example 50/50. This can affect what each side recovers and may affect no-claims bonuses. You don’t have to accept a proposed split without question. New evidence such as dashcam footage or independent witnesses can change the outcome. We’ll explain what a split would mean for you.
What if I’m not sure who was at fault?
That’s very common, especially at junctions, roundabouts or in car parks. You don’t need to decide on your own. Tell us what happened, share any photos or footage, and we’ll talk it through honestly. If it looks like you were mainly at fault, we’ll tell you, and explain that your own insurer is usually the right place to go. Please don’t admit or discuss blame with the other driver at the scene.
Not sure where you stand? Call or WhatsApp us and we’ll talk it through, no obligation. Start your claim
Uninsured & untraced drivers
What if the other driver had no insurance?
If the at-fault driver was uninsured, you may still be able to claim through the Motor Insurers’ Bureau (MIB). The MIB compensates victims of uninsured drivers under an agreement with the Government. There are rules, forms and sometimes an excess on property damage claims. It helps to report the accident to the police and keep all your evidence. Talk to us and we’ll tell you honestly how we can help.
What if the other driver drove off (hit and run)?
Report it to the police as soon as possible, and within 24 hours if details weren’t exchanged. Claims involving untraced drivers can be made to the Motor Insurers’ Bureau, but the rules are stricter: vehicle damage is usually only covered in limited circumstances, and an excess applies. Injury claims have their own rules. Keep every bit of evidence, including witnesses and dashcam footage, and check mib.org.uk for the current rules.
Personal injury
I was hurt in the accident. What should I do first?
Your health comes first. Call 999 for emergencies. For urgent advice that isn’t an emergency, call NHS 24 on 111 or see your GP. Some injuries, like whiplash or back pain, can appear hours or days later, so get checked even if you feel fine at first. Keep a record of your symptoms, appointments, medication and any time off work, and keep receipts for related costs.
How can G4 Claims help with an injury claim?
Our team at Claims HQ in Wishaw can help you understand whether you may have a claim and what’s involved, and can recommend an experienced legal representative.
We don't charge for the claims management services we provide. We receive a recommendation fee from your legal representative. We don't charge for our recommendation services, the legal representative chosen will charge a fee from the personal injury compensation recovered. You can also contact your insurance company for assistance or instruct a solicitor of your choice.
If you were hurt, talk to our team in Wishaw. We’ll explain your options first. Start your claim
Is there a time limit for injury claims in Scotland?
Yes. In Scotland, a personal injury action generally has to be raised in court within three years of the accident, or of the date you became aware of the injury and its cause. For children, the three years usually only start at age 16. Other exceptions can apply, and the rules for England and Wales differ, including the whiplash tariff. Don’t leave it late – get advice early about your own situation.
Can I get physiotherapy after an accident?
Physio Source, an independent physiotherapy business, is based in the same building as our Claims HQ at 9 Pickering Works, Wishaw. If you’d like physiotherapy after a road accident, you can contact them directly to book an assessment. Physio Source is an independent business and is not part of G4 Claims. Always follow medical advice about your injury.
Who we help
I’m a taxi or private hire driver. Can you help?
Yes, we can help taxi and private hire drivers with non-fault claims, repairs and injury support. In Scotland, a replacement taxi or private hire car generally can’t be used for work until the council has approved it as a substitute vehicle. Requirements vary by council, including Glasgow City and the Lanarkshire councils. Talk to us about your vehicle and licence, and we’ll explain what can be arranged.
I’m a delivery rider or courier. What if I’m hit while working?
If you’re hit while delivering and it wasn’t your fault, you may be able to claim for damage, injury and other losses. Tell us whether you were riding a car, motorbike, scooter or bike, and what insurance you had, such as hire and reward cover. Keep records of shifts, app earnings and any work you missed. What can be recovered depends on your circumstances.
Do you help motorcyclists?
Yes. Motorcyclists are often more seriously affected by non-fault accidents, and we can help with claims for bike damage, injury support and other losses. Damaged helmets, leathers and other protective kit can be part of a claim, so keep them and photograph them rather than throwing them away. Get your helmet checked or replaced after any impact.
I was a passenger. Can I claim?
Passengers are rarely to blame for an accident, so if you were hurt as a passenger you may be able to claim, even if the driver was a friend or family member. Such a claim is normally made against the at-fault driver’s insurance, not against the person themselves. Get any injuries checked, keep a record of your symptoms and costs, and remember the time limits for injury claims.
Can you help businesses and fleets?
Yes. If a company vehicle, van or fleet vehicle is involved in an accident that wasn’t your driver’s fault, we can help manage the claim, arrange repairs and help check whether a replacement vehicle can be arranged, so your business keeps moving. We’re based in Wishaw and work with businesses across Scotland.
Run vehicles for work? Talk to us about fleet accident management. Start your claim
The claims process
How long does a claim take?
It varies. A straightforward claim where the other insurer quickly accepts responsibility can move faster than one where fault is disputed, a vehicle is written off or someone is injured. Injury claims in particular can take longer. We can’t promise a timescale, but we’ll explain the likely steps and keep you updated throughout.
How will you keep me updated?
Our team at Claims HQ in Wishaw will keep you updated by phone, email or WhatsApp, whichever suits you. You can also use live chat while we’re open (Monday to Friday 8am–6pm, Saturday 9am–2pm). Messages sent outside these hours are picked up the next working day.
About G4 Claims
Who are G4 Claims and where are you based?
G4 Claims is a Scottish accident management company. Our Claims HQ is at 9 Pickering Works, Netherton Road, Wishaw ML2 0EQ, and we help drivers and businesses across Glasgow, Lanarkshire and the rest of Scotland. We’re members of Lanarkshire Chamber of Commerce. G4 Claims is a trading name of G4 Claims Holdings Ltd (company number SC557016). You can call us on 01698 767 172 or email firstresponse@g4claims.net.
How does G4 Claims get paid?
For accident management, such as arranging repairs, recovery and a replacement vehicle, we bill the at-fault driver’s insurer directly, so our service is free of charge to you. Where you're not at fault and your claim meets our criteria.
For personal injury claims: We don't charge for the claims management services we provide. We receive a recommendation fee from your legal representative. We don't charge for our recommendation services, the legal representative chosen will charge a fee from the personal injury compensation recovered. You can also contact your insurance company for assistance or instruct a solicitor of your choice.
Still have a question?
Mon–Fri 8am–6pm · Sat 9am–2pm. Live chat is available while we’re open.
How we’re paid: We don't charge for the claims management services we provide. We receive a recommendation fee from your legal representative. We don't charge for our recommendation services, the legal representative chosen will charge a fee from the personal injury compensation recovered. You can also contact your insurance company for assistance or instruct a solicitor of your choice.
Last reviewed: October 2026.
Talk to a real person today
Our team in Wishaw is here Mon–Fri 8am–6pm · Sat 9am–2pm. Message us on WhatsApp any time and we’ll reply when we’re open.
Claims HQ, 9 Pickering Works, Netherton Road, Wishaw ML2 0EQ · 01698 767 172