Fault vs Non-Fault Insurance Claims – What’s the Difference?
There are two main types of insurance claims following an accident: non-fault claims and fault claims.
A non-fault accident is when another driver hits your vehicle and you claim through their insurance, not your own. In these cases, you are legally entitled to choose your own repairer, and Dentzap can manage the entire process for you — from assessment through to completed repairs.
A fault claim is when repairs are claimed through your own insurance policy. This can be because you were at fault, or simply because it was quicker or necessary to claim on your own insurance even if another party was involved.
Below, we’ll first explain how insurance repairs work in general, then walk you through the non-fault accident repair process step by step, so you know exactly what to expect.
If you’d like a more detailed explanation of repairing accident damage and what to expect during the process, you can read our accident damage guide.
We’ve also put together a helpful guide explaining how car insurance claims work and what to expect once a claim has been started.
Frequently Asked Questions – Accident & Insurance Repairs
Yes. You are entitled to choose your own repairer following an accident.
Simply tell your insurance company that you want to use Dentzap for the repairs. Once you have your claim reference number, give us a call and we’ll take it from there.
We regularly work with insurance companies and claim handlers and can get the process moving quickly on your behalf.
Yes. Once you’ve made the initial call to your insurer and confirmed that you’d like to use Dentzap, we can communicate directly with insurance companies and claim handlers to manage the repair process.
This means less hassle for you and a smoother experience from start to finish.
We’ll inspect your vehicle closely, take all required photographs, and prepare a detailed repair estimate for the insurance company.
This only takes a few minutes, so you won’t be waiting around. Once complete, the estimate is submitted to the insurer for authorisation.
If possible, your insurer may provide an Audatex network code for the estimate to be sent — but don’t worry if they don’t. We can contact the insurer directly and obtain this ourselves.
In most cases, insurance companies authorise repairs within a few days.
During busier periods, this can take up to 1–2 weeks, depending on the insurer and the complexity of the repair. We’ll keep you updated throughout the process.
Once repairs are completed, you simply pay your insurance excess to Dentzap.
The insurance company then pays the remaining balance directly to us, making the process straightforward for both you and the insurer.
In many non-fault accident cases, a courtesy car can be provided while your vehicle is being repaired. Availability can depend on the circumstances of the claim, and we’ll always explain your options clearly.
A non-fault accident repair is when your vehicle is damaged by another driver and repairs are carried out through their insurance, not yours.
You are not required to use the insurer’s recommended repair centre and can choose Dentzap to carry out the repairs instead.
Unlike large insurance repair centres that may be dealing with dozens of vehicles at once, Dentzap focuses on quality, attention to detail, and personal service.
We can often get vehicles booked in much faster than insurance-approved bodyshops, which frequently have long waiting times due to volume. Your vehicle receives dedicated attention — not conveyor-belt repairs.
Step 1 – Call us at Dentzap first—don’t contact your insurance company. We’ll need your details and those of the person responsible for the accident.
Step 2 – Our working partners will investigate the situation and confirm liability with the third-party insurer. Once liability is confirmed, we’ll arrange a repair date for your vehicle. If necessary, we can collect your car from home or work.
Step 3 – We’ll assign a solicitor to handle any injury claims for you and your passengers. They work on a no-win, no-fee basis.
Step 4 – If your car is unroadworthy, our partners will arrange a like-for-like replacement vehicle for you, usually on the same day. If your car is roadworthy, we’ll schedule a booking-in date for the repairs and ensure you have a hire car on that day.
Step 5 – We’ll assess the damage, and any necessary parts will be replaced with genuine manufacturer parts. Once we receive approval from an independent engineer, we’ll carry out the repairs and arrange a collection or delivery date for your vehicle.
