Why the first few minutes matter

As someone who helps clients through motor claims every week, I see the same pattern: the first few minutes after a crash often decide how smooth the claim will be. Insurers and adjusters look for clear facts — what happened, who was involved, what damage and injuries there were, and how well this is documented. The good news is that a handful of simple steps at the scene can make a big difference later.

Step-by-step at the scene

If it is safe to do so, move yourself and any passengers to a secure spot and check whether anyone is injured. Call 999 if there are injuries or serious damage, and follow police instructions at the scene.
While waiting, use your phone to take photos of the positions of the vehicles, licence plates, close-ups of damage and any skid marks or road conditions such as standing water or oil.
These images help reconstruct what happened in serious collisions and give your insurer a clearer picture of the event.

Next, exchange details with the other driver or drivers, including full name, contact number, vehicle registration and insurer. If there are witnesses, ask for their contact details as well.
If you are issued a police reference number, keep it with your photos and any medical documents.
For commercial vehicles, taxis and minibuses, your employer or fleet manager will usually need this information quickly so they can notify their insurer within the required time frame.

NCD, small repairs and future premiums

One area that still surprises many clients is how a claim affects their no-claims discount (NCD). Even a “small” repair can reduce your NCD if the insurer pays out under your policy.
Before deciding to handle a repair privately, it is worth checking your excess, current NCD level and whether your policy offers any protection for that discount.
This can be particularly important for motorbike riders and younger drivers, who already face higher premiums and are more likely to be caught in multi-vehicle incidents.

What this means for Navigator clients

For Navigator clients, preparation and calm action at the scene are just as important as the cover you buy.
It is a good idea to keep your insurer’s 24-hour hotline in your phone, know where your e-policy is stored and review your excess and NCD before something happens.
If you would like us to walk through your motor or motorbike policy and what to do after an accident in simple steps, our team is happy to help so there are fewer surprises when life does not go to plan on Hong Kong’s roads.