Existing Customers

We pride ourselves on putting customers at the heart of what we do. Please find out how to make a claim here. Our lines are open 24 hours a day, seven days a week.

How to Make a Claim

Trinity Lane has authorised Hadleigh Claims Management to deal with your claim on their behalf.

Policyholder new claims line: 0344 3814 420

Existing claims line: 0344 3814 599

To help us process your claim, please make sure you have your policy details to hand when you contact us. We will also need to hear the precise details of the incident.

The address to refer any claims correspondence to is:

Trinity Lane Insurance
Hadleigh Claims Management
13 Apton Road
Bishop’s Stortford
CM23 3SD

Have you had an accident involving a Trinity Lane policyholder?

If you’ve been involved in an accident with one of our customers that wasn’t your fault, we may be able to assist you. We can offer the following services:

  • Access to our approved repairer network
  • Free collection and delivery of your car
  • Courtesy car or hire vehicle supplied free of charge

If you were injured, we can also deal with your claim directly. We ensure that you’re fairly assessed and any required rehabilitation is provided. Coming to us directly ensures that you receive 100% of your damages.

By accepting our services, you ensure that your no claims bonus remains unaffected. You won’t need to pay any excess.

Notify us of the accident by calling 0344 3817 814 or emailing [email protected] and we will process your claim.

In the event of an accident, the following actions are required by law:

  • Stop - it is a serious offence not to do so
  • Give your name and address to anyone involved in the incident, together with details of your car and the insurer
  • If you are unable to notify the police at the scene of the accident, you must report it to them as soon as possible, and in any case within 24 hours
  • You must show your Certificate of Motor Insurance to the police if they need to see it

Policy excess is the first part of any claim made that you are required to pay. Your excess may vary depending on the type of claim or who was driving your car when an accident occurred. Please check your policy schedule for the policy excess amount.

If the cost of the repairs to your car exceeds the market value of your car, then it may be classed as being damaged beyond economical repair (or a ‘total loss’).

The market value is the cost of replacing your car with one of a similar specification, age, condition and mileage.

Hadleigh Claims Management has a nationwide network of approved garages, all of which have been personally selected because of their excellent customer service and quality repairs.

The service will:

  • Arrange for your damaged car to be collected
  • Leave you a courtesy car while your car is being repaired
  • Repair your car and redeliver it to you
  • Guarantee all repair work for 5 years

If one of the approved garages, selected by the service, is chosen to repair the vehicle, a courtesy car will be provided. The courtesy car will be a small family saloon or similar and is provided free of charge for the duration of the repairs.

Please note, a courtesy car is NOT available IF any of the following apply to you:

  • Your car has been stolen and has not been recovered
  • Your car has been damaged beyond economical repair
  • Your car was damaged whilst your policy was extended for use abroad
  • Your car is used for commercial travelling, driving instruction or public or private hire
  • A garage of your choice is used


At Trinity Lane, we aim to provide you with a high level of service at all times. We are sorry if you’re dissatisfied with the service you’ve received.

To file a complaint, please contact the insurance broker that arranged the insurance for you directly.

If you’ve contacted the broker and you are still unsatisfied with the way your complaint has been handled, please write to the following address.


The General Manager

First Floor Grand Ocean Plaza
Ocean Village

Phone: 00350 200 74570


If you remain dissatisfied, please refer your complaint to the following address. You will need to fill in a complaint form first.


The Financial Ombudsman Service

Exchange Tower
E14 9SR

Telephone: 0800 023 4 567

Email: [email protected] 


Please always quote your policy number as it will help us deal with your complaint promptly.