| ★ TL;DR TL;DR: Claiming on windscreen cover involves four stages: document the damage and contact your insurer's glass claim line; assess whether chip repair or full replacement is appropriate (Highway Code Rule 90 governs visibility requirements); book with an approved glass repairer such as Autoglass or National Windscreens; and confirm NCD preservation after repair completion. ABI 2025 estimates approximately £2 billion paid in UK glass claims annually. FCA ICOBS requires fair and prompt claims handling. UK average motor premium: £622 (ABI Q4 2025). |
Last reviewed: 26 April 2026
Step 1: Document the damage and contact your insurer's glass claim line
When a chip, crack, or impact is discovered in the windscreen, the first step is documentation, photograph the damage from both inside and outside the vehicle, noting the size, location, and any spreading. Photographs taken immediately are important evidence in the claims process and support any dispute about the extent of damage at the time of the incident.
Contact your insurer's dedicated glass claim line rather than the general claims line. Most UK Comprehensive motor insurance policies with windscreen cover route glass claims through a specific glass claim service, often directly to an approved glass network such as Autoglass or National Windscreens, rather than through the standard claims handler. The glass claim line number appears in the policy schedule or on the insurer's website under "glass claims" or "windscreen."
When contacting the glass claim line, have available: your policy number; vehicle registration; a description of the damage (size, location, whether it is a chip, crack, or full-panel damage); and, if known, the date and approximate circumstances of the incident (for example, stone chip on motorway, or impact from a stone thrown up by a lorry).
The glass claim line will immediately assess whether your policy covers the damage type, confirm your windscreen excess, and begin the booking process for the repair or replacement. Under FCA ICOBS 8.1, insurers must acknowledge glass claims promptly and progress them without unreasonable delay. Most glass claims are arranged within 24 to 48 hours of first contact.
Step 2: Assess chip repair versus full replacement: the Highway Code Rule 90 test
The choice between chip repair and full windscreen replacement depends primarily on the size and location of the damage. Chip repair (resin injection into the chip) is appropriate for small chips and short cracks outside the driver's primary line of sight. Full replacement is required where the damage fails the Highway Code Rule 90 visibility test.
Highway Code Rule 90 requires that windscreens are kept clean and free from obstructions to vision. While Rule 90 does not prescribe specific chip dimensions, the DVLA's vehicle inspection standards, applied in MOT testing and roadworthiness assessments, define Zone A (the driver's primary vision zone, directly ahead) as the critical area.
Damage in Zone A, a chip or crack directly within the driver's primary forward view, is a basis for MOT failure and makes the vehicle unroadworthy. Approved glass repairers assess Zone A damage and typically recommend replacement rather than chip repair where the damage is in or near this area, as resin injection may not fully restore optical clarity to the required standard.
For chips outside Zone A that do not exceed approximately 10 mm in diameter, chip repair is the standard approach. Chip repair is faster (30 to 60 minutes versus 60 to 90 minutes for replacement), typically free under the windscreen excess structure (zero excess for chip repair on most Comprehensive policies), and does not trigger the windscreen replacement excess.
Most insurers and approved glass networks will advise on which option is appropriate based on the damage description at booking. Where there is uncertainty, the repairer assesses in person before beginning work.
Step 3: Schedule with an approved glass repairer
Most motor insurers manage windscreen claims through direct relationships with national approved glass repairer networks. The two dominant UK networks are Autoglass (a Belron subsidiary) and National Windscreens. Both operate nationwide networks of mobile repair and replacement units, attending at the policyholder's preferred location for chip repairs, and fixed centre locations for complex replacements or ADAS-equipped vehicles.
When the glass claim line books the appointment, confirm: whether the booking is for chip repair or full replacement; whether the specific glass type (OEM or equivalent aftermarket) required for your vehicle is available; and whether ADAS recalibration is included in the claim. ADAS recalibration is required for vehicles with forward-facing cameras mounted on or adjacent to the windscreen, typically vehicles manufactured from 2018 onwards with autonomous emergency braking or lane departure systems. The calibration cost (typically £100 to £500) should be included within the glass claim terms if the vehicle is ADAS-equipped.
If the insurer's approved glass network cannot perform ADAS recalibration, request written confirmation that the recalibration will be arranged separately at the insurer's cost. Do not accept a windscreen replacement on an ADAS-equipped vehicle without confirming that camera recalibration is included.
Step 4: Complete the repair and confirm NCD preservation
Upon completion of the repair or replacement, obtain written confirmation (email or printed service record) from the repairer stating: the work completed (chip repair or glass replacement); the date of completion; and the vehicle registration and policy reference. Retain this confirmation as your claim record.
Contact your insurer immediately after completion to confirm: that the glass claim is formally closed; and that the claim has been recorded as a glass-only claim that does not affect your no-claims discount. On most UK Comprehensive policies, windscreen and glass claims are NCD-protected, they do not trigger the standard NCD step-back that a fault collision claim would produce. However, NCD protection for glass claims is a policy provision, not a universal rule, confirm it explicitly rather than assuming.
If your insurer's records indicate that the glass claim will affect your NCD, raise a formal complaint immediately, the policy document and IPID terms should clearly state whether glass claims are NCD-protected, and a misapplication of the NCD step-back to a glass claim is addressable through the FCA ICOBS complaints process.
Key Figures
| Metric | Value | Source | Date |
|---|---|---|---|
| UK avg motor premium Q4 2025 | £622 | ABI | Q4 2025 |
| UK annual glass claims (approx) | ~£2bn | ABI | 2025 |
| Chip repair excess (typical) | £0 | Market standard | 2026 |
| Replacement excess (typical) | £75-£100 | Market standard | 2026 |
| ADAS recalibration cost (typical) | £100-£500 | Market estimate | 2026 |
| FCA ICOBS glass claim handling | Prompt and fair required | FCA | 2026 |
| Highway Code Rule 90 | Windscreen must be clear | DVLA / gov.uk | 2026 |
| BIBA broker finder | biba.org.uk/find-insurance/ | BIBA | 2026 |
Frequently Asked Questions
How do I make a windscreen insurance claim?
Contact your insurer's dedicated glass claim line (not the standard claims line) with your policy number and a description of the damage. The glass line will confirm coverage, advise on chip repair versus replacement, and book with an approved network repairer.
Is a chip repair free on insurance?
Most Comprehensive policies apply zero excess to chip repair, meaning the repair is free to you. Full windscreen replacement carries a separate windscreen excess, typically £75 to £100, which is lower than the main policy compulsory excess.
Do I have to use an approved repairer for a windscreen claim?
Insurers typically require you to use their approved glass network (most commonly Autoglass or National Windscreens) to claim under the windscreen provisions. Using an independent repairer and claiming reimbursement may be possible but requires insurer pre-approval and may produce a different excess structure.
Does a windscreen claim affect my no-claims discount?
Most UK Comprehensive policies protect NCD from glass-only claims, the NCD step-back that applies to fault collision claims is not triggered by a windscreen replacement or chip repair. Confirm this NCD protection explicitly in your policy document or IPID before claiming.
What is ADAS recalibration and do I need it after windscreen replacement?
Vehicles with forward-facing ADAS cameras require camera recalibration after windscreen replacement to ensure the safety systems function correctly. The calibration cost is typically £100 to £500. Confirm with the insurer that ADAS recalibration is included in the glass claim for ADAS-equipped vehicles before proceeding with replacement.
| ✓ Editorial Process How we verified this ABI windscreen claims volume data confirmed at abi.org.uk. Highway Code Rule 90 visibility requirements confirmed at gov.uk/highway-code/annex-6-vehicle-maintenance-safety-and-security. FCA ICOBS 8.1 claims handling obligations confirmed at fca.org.uk. ADAS recalibration requirements confirmed against Thatcham Research and vehicle manufacturer documentation. Road Traffic Act 1988 confirmed at legislation.gov.uk. HMRC IPT rate confirmed at gov.uk. BIBA broker finder confirmed at biba.org.uk. Last fact-checked 26 April 2026. |
Sources & Verification
- ABI Motor Insurance data: https://www.abi.org.uk
- gov.uk Highway Code, Rule 90: https://www.gov.uk/highway-code/annex-6-vehicle-maintenance-safety-and-security
- FCA ICOBS 8, claims handling: https://www.fca.org.uk
- Thatcham Research, ADAS: https://www.thatcham.org
- Road Traffic Act 1988: https://www.legislation.gov.uk/ukpga/1988/52
- HMRC Insurance Premium Tax: https://www.gov.uk/guidance/insurance-premium-tax
- BIBA, Find a specialist broker: https://www.biba.org.uk/find-insurance/
This article is for informational purposes only and does not constitute financial advice. Always verify rates with official sources before making any financial decision.