How everything works
Below is the end-to-end workflow we aim to follow, then fifteen practical notes most drivers ask about. Nothing here replaces advice on your individual file — it is a map of how Bazoo Claims typically operates.
Nine phases · one accountable team
How the Bazoo Claims workflow runs
One accountable UK team from first call to closure. Real cases can overlap steps; this is the sequence we aim to follow — shown here as a flowing path, not a rigid grid.
- 1
First contact
Form, phone, or the site chat shortcut — we capture your details, the vehicle, and a short factual summary.
- 2
Triage & safety
We confirm everyone is safe, whether the scene is cleared, and what photos or references (police, witnesses) to keep.
- 3
Eligibility & route
We explain which services may apply (hire, repair, storage) and what depends on fault, policy, and insurer appetite.
- 4
Liability map
Third parties, insurers, and evidence are logged so decisions are defensible if liability is disputed later.
- 5
Recovery & storage
If the car is undriveable, we coordinate approved recovery and custody so charges stay controlled.
- 6
Inspection & repair plan
Approved assessors scope repairs or total loss; you see a written plan before major costs are committed.
- 7
Mobility window
Where eligible, we pursue like-for-like or closest practical replacement while repairs run — subject to hire terms.
- 8
Insurer correspondence
Structured letters and calls to fault and own insurers, chasing decisions and protecting your NCB where the route allows.
- 9
Settlement & closure
Repairs signed off or total loss agreed, hire stopped cleanly, file summarised. We stay available for follow-up questions.
15 things worth knowing
Plain-language pointers for UK drivers. They are not a substitute for regulated advice on your specific facts.
01
Fault vs non-fault
Non-fault usually means another party’s insurer meets eligible costs; fault or split-fault routes differ and we explain yours before you commit.
02
No-claims bonus (NCB)
Many non-fault credit-hire routes aim to keep the claim off your own policy, but every case differs — we review your position early.
03
Police reference
If police attended, the reference number and officer details help insurers and engineers align facts quickly.
04
Dashcam & CCTV
Preserve original files with timestamps. We tell you what to upload securely and what not to delete.
05
Third-party details
Name, insurer, policy where known, registration, and contact numbers reduce delays when opening the third-party leg.
06
Witnesses
Independent witnesses strengthen disputed liability. We template short statements so they stay factual.
07
Hire duration
Replacement periods should track repair timelines. We monitor slippage so hire does not run open-ended without cause.
08
Storage charges
Custody and daily storage should be agreed in writing where possible. We challenge unreasonable warehousing early.
09
Engineer reports
Structural or hidden damage often needs a second look. We coordinate insurer-approved engineers.
10
Total loss
Market valuations and category decisions affect settlement speed. We push for transparent methodology.
11
Excess & policy
Your own excess may still matter on some routes. We spell out when you might be asked to fund and when you should not.
12
Medical & PI
Where injuries exist, we can introduce regulated firms. You stay in control of whether to instruct solicitors.
13
MIB & uninsured
If the at-fault driver is uninsured or untraced, MIB routes have strict time limits — we flag deadlines immediately.
14
Data protection
We process personal data under UK GDPR for claim handling. You can ask for access, correction, or erasure subject to legal retention needs.
15
Complaints
If service falls short, we follow an internal escalation path first, then any applicable ombudsman or regulator route we publish in your client pack.
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