After an accident: arranging vehicle recovery

People and the scene come first

Call emergency services when there is injury, fire, an obstruction or immediate danger. Follow police and traffic-officer instructions. Do not begin organising a private vehicle movement in a way that conflicts with their management of the scene.

Photographs can help describe damage, but only take them from a safe position. Do not stand in traffic or approach a leaking or smoking vehicle for a better picture.

Report damage that affects movement

Tell the recovery operator about wheel position, flat or missing tyres, damaged suspension and steering that does not move. Mention leaking fluids, loose panels and deployed airbags. A car that looks drivable can still be unsafe.

For an electric or hybrid car, identify the model and report any underbody impact, heat, smoke or damage near the battery. Keep clear of exposed cables and follow emergency instructions. Specialist arrangements may be necessary.

Check the insurer’s arrangements

If you intend to make a claim or expect recovery costs to be paid by an insurer, contact it before independently booking where the situation allows. Policies may have authorisation requirements or nominated repairers.

Do not assume that the nearest bodyshop, a storage location or a separately commissioned recovery is automatically covered. Ask what is authorised and keep the relevant claim or reference information for the arrangements.

Choose a suitable receiving location

A damaged car may not be able to roll off into an ordinary parking space. Confirm that the repairer or receiving site can accept its condition, has a safe unloading area and is open at the agreed time.

Ask about storage and access if repairs will not start immediately. Recovery, storage and repair are distinct services; make sure you know which have been arranged and who is responsible for each.

Give enough information for an accurate quote

AtWheel’s standard recovery call-out is £100, with mileage and job extras quoted separately. Accident damage, difficult loading and destination requirements can change the job. Give the exact location, registration, condition and destination when calling.

If the incident is still being managed by emergency services, explain that. Recovery should be arranged around a safe, authorised collection, not a promise made before the scene has been assessed.

Keep the different services clear

Recovery, storage, repair and insurance handling may involve different organisations. Write down who is arranging each part and the destination that has been agreed. Do not assume the company collecting the car is also authorising repairs or dealing with the insurer.

If the vehicle is first moved to a safe place and then needs onward transport, provide the updated location. A second movement may have different access and timing requirements from the original incident. Tell the receiving site the current condition, including any wheel or steering problem.

Keep the booking reference, quote and relevant handover records together. They are useful for practical questions later. The first priority remains people and safety; paperwork can be organised once the immediate situation is under control.

Further reading: The Highway Code. Follow official and manufacturer instructions for your situation.

Establish who is controlling the immediate removal

If emergency responders or a road authority are managing the scene, follow their instructions. Ask who is arranging the immediate removal and where the vehicle is expected to go. Tell any private operator you contact about those arrangements. Two separate bookings can create confusion when the vehicle is already being dealt with under instructions at the scene.

Once the immediate situation is safe, an onward movement may need to be considered. Establish the actual collection point at that stage. It could be different from the collision location. Give the current address, vehicle condition and any release process, rather than continuing to use the original road position in later enquiries.

Check approval before assuming somebody else will pay

If an insurer, fleet company or another organisation is involved, ask how it wants recovery arranged. Keep the reference and name of the authorised contact available. A privately booked service should not be assumed to be reimbursable without checking the relevant arrangements. This is particularly important if the destination is being chosen by another party.

The person booking should understand what work is approved and what remains undecided. If a repairer has been nominated, confirm it can receive the vehicle before treating the address as a complete delivery instruction. Changes should be shared with the recovery operator and the person authorising the job, so neither works from an outdated plan.

Report damage relevant to safe handling

Describe what is visible without approaching traffic or putting yourself near an unsafe vehicle. Mention flat or damaged tyres, a wheel out of position, steering difficulties, fluid, loose parts and whether keys are available. Tell the operator the exact model and whether it is electric or hybrid. Do not attempt repairs or release procedures just to make collection easier.

Where emergency responders or a technician have given instructions about the vehicle, pass those on accurately. A photograph taken safely may help explain visible condition, but it does not establish that a car is safe to handle. Suitable equipment and access must be assessed for the actual circumstances, including any restriction imposed at the scene.

Think beyond getting the vehicle off the road

A damaged car needs a destination that is willing and able to accept it. Ask about receiving hours, the delivery entrance and a suitable unloading space. If storage is relevant, discuss it explicitly rather than assuming it comes with recovery. A later transfer to a repairer may be a separate job with a different collection point and authorisation.

Arrange your own onward travel and essential belongings separately where necessary. A recovery vehicle may not be able to carry everyone who was in the car. Retrieve items only when it is safe and permitted. If you leave before the vehicle is moved, make sure key handover and an authorised contact remain available.

Keep a factual movement record

Record the registration, agreed destination, operator contact and any job reference. Keep the full quote and approved changes together. AtWheel’s standard recovery call-out is £100, with mileage and job extras separately quoted; collision damage can affect those extras. Recovery records concern the movement and handover. Questions about liability, repair approval or the value of a claim belong with the relevant insurer or adviser.