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Highways insurance claims

Surrey County Council is only liable to pay for damage to vehicles if it can be proved that we have been negligent in the inspection and maintenance of our roads.

We carry out inspections of our roads at a frequency that is determined by the priority level of a road in our maintenance programme. Surrey County Council do not settle claims for compensation automatically but will investigate and assess each claim individually. We will defend claims if no legal liability exists or if we have a defence under Section 58 of the Highways Act.

Damage as a result of third party operations, such as utility companies, is the responsibility of that organisation and claims should be taken up directly with them.

In severe weather conditions such as ice and snow, the Highways Agency advice is always not to drive unless absolutely necessary and if you cannot avoid your journey, then please do take extra care.

Please read our frequently asked questions about insurance claims for more information.

1. Personal injury

If your claim involves personal injury this should be submitted via our on-line form.

You will need to provide us with details of:

  • the exact location of incident with reference to an adjacent building or landmark;
  • a full description of the defect with measurements;
  • the time, date and weather conditions;
  • direction of travel;
  • attach photographs of the alleged defect:
  • why you believe the highway authority is responsible for the accident;
  • details of the injury that you sustained;
  • your National Insurance number;
  • date of birth;
  • details of any treating NHS hospital;
  • details of your earnings if your claim involves loss of earnings.

Further information can be found on our webpage: Frequently asked questions about insurance claims.

If you have any issues regarding the online submission process please call 03456 009 009 and ask for the insurance team.

If you are unable to complete the on-line form, then please provide the above details in writing to:

Insurance Services
G59 County Hall
Penrhyn Road
Kingston upon Thames
Surrey
KT1 2DN

2. Vehicle or property damage

If your claim relates to vehicle or property damage, please also complete our on-line form

Submit your claim online

providing:

  • the exact location of incident with reference to an adjacent building or landmark;
  • a full description of the defect with measurements;
  • the time, date and weather conditions;
  • direction of travel;
  • attach photograph(s) of the alleged cause of damage;
  • detail of damage plus two independent estimates for repair (unless repair was required immediately, eg. broken windscreen).;
  • why you believe the highway authority is responsible for the accident.
  • attach proof of vehicle ownership;
  • attach a copy of current MOT and insurance certificate;
  • provide details of last service;
  • any other relevant factors.

If you have any issues regarding the online submission process please call 03456 009 009 and ask for the insurance team.

If you are unable to complete the on-line form, then please provide the above details in writing to:

Insurance Services
G59 County Hall
Penrhyn Road
Kingston upon Thames
Surrey
KT1 2DN

3. When we receive your claim we will:

  • Acknowledge receipt within 14 days (usually within 3 days for online submission), and then fully investigate and
  • produce sufficient evidence to refute the claim, or alternatively, accept the claim within a further 90 days. This is the period specified for a response within the Civil Procedure Rules although we usually respond well within this period.

Please note; If the incident has occurred as a result of works carried out on the pavement or road by a utility company or contractor then your claim may be against them and not us.

If you wish to leave feedback about our online submission process, please do so here: leave your feedback.

Highway Incident Claim Form

The PDF version of the claim form is available below to download and print.

Files available to download

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