Questions after an accident? Start here.
These answers provide general information about the Back On The Road enquiry process. Your circumstances are reviewed individually.
I’m not sure who was at fault. Can I still enquire?
Yes. The Get Help form includes an “Unsure” option. Provide the facts you know rather than guessing.
Can you help with both repairs and a replacement car?
You can request more than one type of assistance in the same enquiry.
Do I need an insurance claim number first?
No. If you already have one it may be useful later, but it is not required to make the initial BOTR enquiry.
Does submitting the form guarantee a replacement vehicle?
No. Eligibility, availability and service terms are assessed after the enquiry is reviewed.
What happens to my enquiry during the POC?
It is captured through the Back On The Road website for manual review and follow-up. It is not being sent directly into Salesforce at this stage.
Is Back On The Road giving legal advice?
No. The website provides general accident assistance and practical information. It does not provide legal advice.
What information should I have ready?
Useful information includes the accident date and location, your vehicle details, whether it is driveable, the other party’s details if available, and what assistance you need.
Can I enquire if repairs are already arranged?
Yes. Tell us where the repair process is up to and whether you also need assistance with transport.