Enhanced Out of Hours Reporting for Commercial Motor Claims

Enhanced Out of Hours Reporting for Commercial Motor Claims

We’re strengthening our support for our Commercial Motor customers by partnering with Carpenters Group to handle out of hours claim notifications on our behalf. This enhancement ensures that any Commercial Motor claim can be reported at any time, with full details captured during the first call.

What’s Changing?

Customers can now notify any Commercial Motor claim out of hours - not just roadside emergencies. Carpenters will:

• Capture full claim information, including accident circumstances, third party involvement, and initial liability discussions
• Provide customers with clear guidance on the next steps in the claims journey
• Arrange vehicle recovery where required, keeping the call joined up and seamless
• Send a complete notification to AXA, so we can progress the claim without delay

Importantly, our telephone number remains the same. To report a Commercial Motor claim by phone, customers should continue to call: 0345 900 4185

For more information on how to report a claim, please visit our: Commercial Motor Claims webpage

Benefits for Brokers and Customers

• Full details captured at first contact, reducing the need for repeat calls
• A more reassuring and guided customer experience, regardless of whether roadside recovery is needed
• Faster progression of claims, with comprehensive information shared promptly with our claims teams
• Consistent support, with all types of Commercial Motor incidents now eligible for out of hours reporting

This improvement enhances the overall Commercial Motor claims journey, ensuring our customers receive clear, expert support whenever they need to report an incident.