UK drivers unsure of details after crashes, survey finds

Research from LexisNexis Risk Solutions found that many UK drivers lack confidence in exchanging insurance and contact details after a collision, pointing to potential data quality problems in motor claims handling.

Among 2,348 drivers surveyed, only 30% said they were very confident they knew exactly what contact and insurance information to exchange after an accident. The findings suggest that most motorists are either unsure of the process or believe stress at the scene could affect the accuracy of the information they give or collect.

Younger motorists were the least confident. Drivers aged 18 to 24 reported the lowest confidence in exchanging accurate details after a crash, while those aged 65 and over were the most confident.

The research also examined attitudes to repair times as vehicles become more complex. It found that 53% of drivers were unwilling to accept longer repair times as an unavoidable result of more advanced vehicle technology, while only 13% said they were completely comfortable with such delays.

Drivers aged 25 to 44 were the least tolerant of delays linked to vehicle complexity. The results point to a gap between customer expectations for fast repairs and the practical challenges insurers and repair networks face when dealing with newer vehicles.

Claims pressure

Accurate information gathered at First Notification of Loss, the initial point at which a claim is reported, is critical to the motor insurance process. Missing or incorrect third-party details can slow claims, increase follow-up work, and add costs for insurers and repair partners.

LexisNexis Risk Solutions said low driver confidence combined with low tolerance for repair delays is putting pressure on insurers to improve both data accuracy and decision-making early in the claims process. The company offers products intended to verify third-party details and provide vehicle data earlier in claims handling.

These include LexisNexis Claims Datafill, which provides contact details and information on claimants or other involved parties during First Notification of Loss and triage. It helps pre-populate and validate key third-party information.

The company also offers vehicle data tools including LexisNexis Windscreen Check and LexisNexis Vehicle Insights for Claims. These products provide real-time vehicle information during First Notification of Loss and triage, including make, model, mileage, MOT status, and valuation data.

Customer expectations

The findings come as insurers and repairers face rising complexity in motor claims, partly because of advances in vehicle technology and ongoing constraints in parts supply. Access to vehicle-specific information at an earlier stage can help identify the vehicle involved and inform repair decisions before work begins.

Carla McDonald, Director of Product Management at LexisNexis Risk Solutions, said: "Our survey shows why third-party contact and insurance details can be missing or incorrect at FNOL, which can slow the insurance claim and add costs. At the same time, most motorists expect quick repairs, despite recognising that advances in vehicle technology and parts shortages can make repairs more complex.

"These are exactly the challenges the claims intelligence solutions from LexisNexis Risk Solutions are designed to address, helping insurance claims teams deliver a more streamlined claims experience while improving their own operational efficiency. A collision is a stressful situation, so using validated data to ease pressure on customers straight after an accident is an important step forward."

The survey was conducted by TLF Research as part of a nationwide omnibus study of UK consumers. Of 2,741 respondents, 2,348 were drivers.

McDonald added: "By bringing richer, more connected data, from third-party insurance details to vehicle intelligence, into the motor insurance claims journey earlier, we can help insurance providers and their partners make better-informed decisions from the outset, reduce rework, and get claims right the first time."