Car stolen: what should you do?

An empty parking space is a shock. Start with the report, then organise the claim.

The answer in 2 lines. Check where you parked and whether someone authorised to use the car has moved it. If it appears stolen, tell the police and your insurer straight away. Keep the crime reference number, your keys and evidence of the car's condition. Theft cover, exclusions, excess and replacement transport depend on your policy. Do not wait for every document before notifying the insurer, and do not confront anyone if you locate the car yourself.

Your first steps

Check the parking location and any removal notices. If removal for unpaid vehicle tax seems possible, follow the GOV.UK impounded-vehicle instructions to establish where it has been taken.
Report the theft using the GOV.UK stolen-vehicle procedure: call 101, ask for your local police and give the registration, make, model and colour.
Contact your insurer through the claims details in your policy. Give the crime reference number and ask what evidence they need, how to send it and what happens next.

Stop: danger

Theft happening now, threats or immediate danger: call 999. The police guidance on stolen cars distinguishes emergency reporting from the non-emergency route.
A location appears on a tracker: pass it to the police. Do not go after the vehicle or try to recover it yourself.
Possible evidence: tell the police about CCTV, broken glass or items left behind. Avoid disturbing the scene unnecessarily.

Build a clear record

Write down where you left the car, when you last saw it and when you discovered it missing. Separate what you know from what you suspect. Note whether keys, identity documents or house keys were inside.

Keep available keys together, along with purchase documents, servicing records and recent photographs. Make a list of missing belongings for the claim, but ask which policy, if any, covers them. Keep copies of everything you send and a dated note of calls. If a document was in the stolen car, explain that rather than delaying the notification.

Check what your insurance actually covers

The ABI explanation of motor insurance helps distinguish third-party cover from policies including theft. Use it to understand the categories, then read your own policy schedule and wording.

Ask about the excess, security conditions, replacement transport and any outstanding finance. Do not assume a courtesy car is included. There is no universal settlement timetable stated here: ask the claims handler for the expected next stage and any missing information.

What not to do

Waiting to see whether the car reappears before reporting it.
Guessing about how the theft happened: describe the facts and say when something is unknown.
Assuming no visible forced entry automatically means the claim cannot succeed.
Accepting a settlement without understanding the valuation, deductions and effect on ownership.

If the car is recovered

Update the police and insurer promptly. If you have made a claim, speak to the insurer before arranging collection: the police vehicle-recovery guidance explains this step.

Ask who will arrange recovery, inspection and any necessary repairs, and who is responsible for charges. If a settlement has already been paid, get written instructions before collecting or using the car. Do not assume it is safe to drive merely because it has been found.

Settlement and an unresolved claim

The Financial Ombudsman Service valuation guidance explains market-value settlements. If an offer seems low, ask for its basis and submit evidence of your car's specification, mileage and condition.

Complain formally to the insurer first. The Financial Ombudsman Service theft page explains escalation and links to its complaint form: use it after an unsatisfactory final response, or if no final response arrives within eight weeks. Include the policy, complaint correspondence and evidence.

Good to know

The police notify DVLA about the theft and recovery. If the insurer pays out, you must notify DVLA of the transfer to the insurer: follow the payout section of the GOV.UK stolen-vehicle guide.
Ask how a theft claim affects your no-claims discount and renewal; do not assume the outcome.
This guide covers England. Elsewhere in the UK, check local police reporting and recovery arrangements.

Illustrative example: Aisha discovers her car missing from its parking space. She checks that her partner has not moved it, reports the theft and gives the crime reference to her insurer. She keeps the remaining keys and recent photographs together. When the car is recovered, she asks the insurer to confirm collection and inspection arrangements before doing anything.

A made-up story, for illustration.

Bobby

Sources, verification, confidence

Verified on 6 November 2026, for England. Confidence: high for reporting, recovery precautions and DVLA notification; medium for individual claim outcomes, which depend on the policy and evidence. No universal reporting allowance or settlement waiting period is assumed.