Your Accidents

They will happen !  When they do take some simple steps to reduce the hassle and help to manage the costs.  

Failure to act quickly with a quality accurate account of events can end up costing you thousands of pounds !

Included in this section:

  • Reporting Accidents and managing costs

    TFP Aviva Incident line  0800 169 4066

    Speed         reporting incident within 1 hour if safe to do so

    Accurate      third party contact details including witnesses                           

    Vigilance      at the scene reporting suspicious activity to Aviva and the Police

    Evidence      gather as much as possible e.g. photographic/video evidence,vehicle or fixed cameras.

    These SAVE principles are key messages for brokers and clients.


    Report accidents immediately – do not delay where it is safe to phone the Incident Line . The 24 hour incident line is included with your policy documentation or crash card. 

    You may qualify for a £200 excess reduction with the “Yes Claim Bonus” incentive – see link below. Where someone has been injured as a result of the accident please also report the incident to the police.  

    Reporting accidents within the 1st hour is vital as it helps Aviva to manage the cost of the claim.

    When drivers are at fault (definite or likely) the next key step after the initial reporting phone call is for Aviva to use specialist teams to make contact with the third parties involved to offer their assistance.

    This can include help for alternative transport, repair and assistance for injured people. 

    If drivers are not at fault it is equally important to report incidents early so Aviva can check if the other party is insured and obtain an admission of liability.  The inconvenience of the accident is then minimised and NCD (if relevant) can be reinstated faster. 

    Fleet operators - please remember the cost of a Third Party claim can directly affect the premiums you pay.


    Obtain the mobile and home number of the other driver as well as their name and address.   Try and validate the mobile number by ringing them whilst at the scene or sending a text.   The same applies to witnesses.

    Other passengers – be clear on exactly who else is travelling in the third party’s car not forgetting passengers travelling in your taxi when it is a fare. These passengers could be important witnesses to verify the accident circumstances.  

    Injured “Ghost” passengers (those never involved) are one of the most common types of fraud.


    Be vigilant at the scene and report to Aviva or even the police if you see suspicious activity e.g. the Third Party having his insurance details on a pre-printed note



    When taken from smart phones, the actual time & date can be captured, and is then invaluable in reducing costs and potentially help in defending drivers.   Emailing pictures gives a traceable time and date stamp.  

    Take pictures where safe to do so which include the scene, the damage to both vehicles and the people involved.  If people remain in the passenger seats try and take a picture of the “vehicle” which shows these passengers.   

    If you see CCTV cameras on buildings within the close vicinity to the incident please note the location or identity of these systems as it may be possible to obtain the footage from the owners to help support your claim.      


    If your vehicle has on-board video camera recording ensure you protect this footage in case it is needed.  We know that forward facing cameras have helped identify fraud by capturing the immediate seconds before accidents occur and then run for several minutes post accident.      

    Additionally the ability of some cameras to provide exact GPS points and G Force data can really make a significant difference in the defence of fraudulent claims and controlling the costs.

    SAVE from Rising Costs !

    Over the last 15 years Aviva has seen the cost of motor claims increase, often with unnecessarily high costs associated to repair, hire cars, legal fees and injuries.   Motor Insurance premiums have increased to reflect the rise of fraudulent claims and the increased frequency of personal injury claims e.g. Whiplash.  

    Of course Aviva do their best to identify and mitigate these claims but regrettably increases are passed back to hard working Taxi companies and drivers. 

    This is why using the SAVE principles is so very important. Take a look at the "The story of 2 claims" below which highlights the substantial cost differences.


    Crash cards    Yes Claim Bonus    The story of 2 claims

  • What to do at the scene

    Try to keep calm and remember SAVE 

    S peed             - reporting incident within 1 hour if safe to do so

    A ccurate          - ensure third party contact details are accurate.  The same applies to witnesses.

    V igilance         - at the scene reporting suspicious activity to Aviva and the Police

    E vidence         - gather as much possible e.g. photographic/video evidence, CCTV cameras in the area.

    Crash Cards

    Use them – if you haven’t got these in your vehicle you can download them here. The cards contain the essential information needed on the spot to record the incident quickly – ensuring Third Party contact details are accurate supported by quality information e.g. pictures, video, sketch of scene



    If you have CCTV in your vehicle now is the time to use it irrespective of blame. Where you are at fault it might help save costs especially if the other parties are exaggerating damage or injury.

    When reporting the claim please make Aviva aware that you have the CCTV footage. If Aviva need the footage they will tell you and you will need to retrieve it. Your camera viewing software will usually store video files in date and time order so do remember the time.

    If you are submitting footage by post, on an SD card, please use an alternative SD card pending the return of your original if you are continuing to use your vehicle. 

    Film Footage Process map – click here.              


    Check if they are insured ?

    Three simple steps to check insurance details after an accident at the roadside:

    1. Visit from your smart mobile device.

    2. Enter:
    - Your email address
    - Your vehicle's registration number
    - The third party vehicle's registration number

    3. Receive confirmation of insurer and contact details (on screen and to your email address)

    Who is to Blame ?

    Never admit liability at the scene but DO ensure you tell Aviva’s claims team exactly what happened.

    Many weeks can be wasted for smaller claims, with escalating costs, when stories change in light of further evidence down the line.

    Remember we are on your side.   If you are at fault (or likely fault) then Aviva will do everything they can to keep the costs down so please give an accurate account when reporting the incidents.     

    Follow your company policy on accidents

    For drivers this is very important as failure to do this could lead to disciplinary action.

    Other Important Information

    Report incidents involving injury to the Police.This is a legal requirement.

    Remember that if you fail to stop after an accident or fail to report to the other party or to the police you may be prosecuted.

    If the vehicle is un-driveable follow the instructions of the TFP Aviva incident line who will arrange recovery.

    Do not give authority for any repairs unless approved by Aviva and of course your management where a fleet.                                                                                                                                                                                                                                                                         

  • Sharing CCTV Camera Footage

    • Ensure your camera unit is switched off
    • Remove the SD memory card from the camera unit
    • Open your cameras viewing software on your PC/Laptop (if applicable)
    • Insert your SD memory card into your PC/Laptop (you may require an SD memory card reader)
    • Your recorded files should now appear in the viewing software
    • Choose the relevant file of incident footage and save it to your PC/Laptop
    • Upload the footage via our cloud
    • The file will now be emailed to TFP Schemes and Aviva claims


    If you experience difficulties in retrieving the footage please call our Claims Department on
    02920 301232 and one of our team will be happy to assist.

    Alternatively, you can send your memory card/stick to us at TFP Schemes,40 Cathedral Road, Cardiff CF11 9LL. We will retrieve the file for you and return the memory card/stick to you immediately.

  • How to avoid accidents

    Real Costs

    Remember with any accident it is going to cost you where it is your fault.    It’s not unusual for the real cost of a fault accidents to exceed £2000 when the following are factored in:  

    • Policy excess towards repair or against a write off value
    • Downtime in reporting the claim
    • Loss of use (partial/total) and loss of earnings
    • Higher premiums in following years i.e. loss of NCD or a poor fleet claims experience
    • Investigation time especially if police involvement


    Look Out Cyclists!

    Look out for our new rear window stickers sent with policy documents. If you need an extra pair please speak to your insurance broker.

    TFP Window Sticker (1)

    Vulnerable Road Users

    If you hit a cyclist or pedestrian you will benefit from the vehicle structure, possibly airbags and crumple zones. The vulnerable road user has no such protection from a crash!  

    It’s a sad fact that people on foot, or on bicycles or motorbikes account for 50% of all road deaths worldwide following a report from the World Health Organisation in 2013.  In the UK there were 40 road deaths and serious injuries each day, accounting for 60% of all such incidents in 2012.

    A lack of awareness, vehicle blind spots and journey risk assessment all contribute to this serious problem. The UK cyclist population continues to increase and so does the risk of incidents especially when vehicles are turning at or near junctions. In our towns and cities there is often very little space !

    BRAKE in association with Aviva have produced some excellent best practice.

    Click here for advice on what you can do to reduce your risk or download the full Best Practice Guidance in the helpful documents below.      

    Save Costs

    If you do have an accident, remember S A V E (Speed, Accuracy Vigilance and Evidence). The accuracy of information provided at the initial reporting of an accident could have a massive impact on your future claims experience.  

    How Do You Fare ?

    Research has shown us that well run Taxi businesses have less claims per vehicle per year.

    See how you compare with some essentials that if done well, will reduce the likelihood of accidents. Click on the "How do I fare" link below.

    No time and little money ?

    Which is more expensive for the business? The real costs of 1 fault collision claim versus the scoring of 8 greens in your assessment above? 


    BRAKE Best Practice Guidance   How do I fare ?  Post Accident Investigation  

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