Motor Insurance Claim Spain — Accidents & Breakdowns

At the Scene — What To Do

The minutes after an accident are critical. Follow these steps in order — they are designed to protect your safety, your legal position, and your insurance claim.

1. Stop immediately. Spanish law (Ley de Tráfico) requires all drivers to stop after any accident, however minor. Failing to stop is a criminal offence and can result in prosecution, licence suspension and prison.
2. Safety first — hazard lights and hi-vis vest. Switch on hazard lights immediately. Put on your high-visibility vest before getting out of the vehicle — this is mandatory under Spanish law. Keep your vest in the cabin, not the boot, so you can reach it without stepping outside first.
3. Use the V16 emergency beacon — not triangles. From January 2026 the connected luz de emergencia V16 replaces warning triangles on every Spanish road — triangles are no longer valid. The V16 is magnetic: reach out and place it on the roof (the highest point) without stepping into traffic. It flashes amber and automatically transmits your location to the DGT. Never walk along a motorway hard shoulder to position it — if you cannot place it safely from the vehicle, stay behind the crash barrier and call 112. (Motorcycles are exempt from the V16 requirement.)
4. Check for injuries. If anyone is injured — including yourself — call 112 immediately. Do NOT move injured persons unless there is an immediate and direct danger of fire or explosion. Moving an injured person incorrectly can worsen spinal injuries.
5. Take photographs — before moving anything. If it is safe to do so, photograph before any vehicle is moved: all vehicles from multiple angles; the exact positions of all vehicles; tyre marks and debris on the road; road signs, road markings and junctions visible from the scene; weather and lighting conditions; all damage close-up; licence plates of all vehicles involved and any witness vehicles.
6. Exchange details. Obtain from the other driver(s): full name and address; telephone number; insurer name and policy number; vehicle registration number; driving licence number and issuing country. Do not leave the scene without exchanging details — leaving without doing so is a criminal offence.
7. Get witness details. If there are independent witnesses — pedestrians, other drivers who stopped — take their names and telephone numbers. Independent witnesses can be decisive in disputed claims.
8. Do NOT admit fault. Do not say “sorry”, “it was my fault”, “I didn’t see you” or make any other statement about responsibility. In Spanish insurance law, an informal admission — even “sorry” — can be recorded and used in evidence. Determining fault is the role of the insurers and, if disputed, the courts.

Then Report It to Us

Once you are safe and have exchanged details, call Turner Insurance on 966 461 625 and we will open and manage the claim for you, in English. You do not need to deal with the insurer yourself — we handle the paperwork, liaise with Generali on your behalf, and keep you updated. If you would rather open the claim directly with the insurer, you can (see below).

When You Need the Police

Call 112 and request the Guardia Civil de Tráfico (for roads outside towns) or local Policía Local (for roads in urban areas) if any of the following apply:

• Anyone has been injured, however apparently minor
• A driver refuses to exchange details or drives away from the scene
• There is any suspicion of drink or drug driving
• There is significant disagreement between the parties about what happened
• Criminal damage is suspected (e.g. deliberate ramming, road rage)
• A vehicle has struck a pedestrian, cyclist or animal
• A vehicle has caused damage to property (fencing, wall, a parked unattended vehicle)

The police will produce an atestado (a formal accident report). This document is essential for any disputed claim and for any personal injury claim. Ask for the reference number of the atestado — you will need it when you report your claim to us.

Reporting Your Claim

Report it to us — we handle the rest

The easiest way to make a motor claim is to report it to Turner Insurance — call 966 461 625 (Mon–Fri 09:30–15:00) or email info@turnerinsurance.es. We open the claim, complete the paperwork in English, liaise with Generali on your behalf and keep you updated throughout. You do not have to navigate the insurer’s process yourself.

Prefer to open it directly with the insurer?

You can if you wish — through any of these:

• Online: generali.es/tramites-de-siniestros/ — select Coche for car, van or motorhome; Moto for motorcycles. Available 24/7.
• Phone (24/7): 900 903 433 (freephone within Spain) or 911 123 443
• MI GENERALI portal: log in at generali.es to manage your claim, upload documents and track progress.

What’s needed

• Your policy number (on your insurance certificate / green card — keep a photo of these on your phone)
• Date, time and exact location of the incident
• A brief description of what happened
• The police atestado reference number (if applicable)
• Your photographs of the scene and damage
• Details of any witnesses

After reporting

A claims reference number is issued within 24 hours. A loss adjuster (perito de seguros) is assigned to assess the damage — typically within 2–5 working days for vehicle damage. We track this for you.

The Repair Process

Talleres concertados (Generali approved repairers)

Using a taller concertado (Generali’s network of approved garages) has two advantages: repairs come with a 3-year guarantee on workmanship and parts, and Generali coordinates directly with the workshop — you do not need to manage the process yourself. Generali will arrange for your vehicle to be collected or direct you to the nearest approved repairer.

Own repairer (todo riesgo policies only)

If your policy allows use of your own repairer, Generali’s perito will first assess the damage and provide a valuation. You will receive a cash settlement based on that assessment. Note that if the repairer’s final invoice exceeds the perito’s assessment, you may be responsible for the difference.

Courtesy car

On our E11 policy you get a courtesy car for up to 35 days following an accident — regardless of your level of cover (yes, including third-party). This benefit also applies to our classic car and temporary import policies. Just mention it when you report the claim and we will arrange it. Courtesy vehicles are typically standard hatchbacks; like-for-like replacement (e.g. a van for a van) is not guaranteed.

Typical repair timelines

Minor body damage: 3–5 working days. Moderate panel/mechanical damage: 5–10 working days. Complex structural repairs or specialist vehicles (motorhomes, classic cars): 2–6 weeks. Parts availability for less common vehicles can extend timelines significantly.

Breakdown Assistance

Your Generali motor insurance policy includes 24-hour roadside assistance. The number to call at the roadside — for accident, breakdown or recovery — is 900 101 369, covering car, classic car, van, motorbike and motorhome. Save it in your phone now, and keep your insurance certificate and green card in the vehicle at all times.

Services typically included

• Roadside repair: Puncture assistance, jump start, emergency fuel delivery (up to a few litres), lockout assistance
• Recovery to garage: If roadside repair is not possible, your vehicle will be towed to the nearest approved garage
• Alternative transport / accommodation: On longer-distance policies, if the vehicle cannot be repaired same-day away from home, Generali will provide alternative transport or hotel accommodation to continue your journey or return home
• European breakdown assistance: Cover for breakdowns outside Spain, across Europe — duration and territory varies by policy. Always check your policy schedule before travelling

Important note for motorbike owners

Motorcycle recovery requires a specialist low-loader or trailer with appropriate securing equipment — not a standard flatbed. Ensure your policy includes specialist bike recovery. If you are unsure, call Turner Insurance on 966 461 625 and we will check your policy immediately. Also note: motorcycles are exempt from the V16 emergency beacon requirement that applies to cars from January 2026.

Motor Policies This Guide Covers

Motor Insurance Claims — Frequently Asked Questions