Maintaining roads

Highways insurance claims

Please note that due to the prolonged very wet weather in recent weeks we are currently experiencing very high volumes of claims.

We currently aim to provide an initial response to all damage claims within 8 weeks of receipt, the process after that can in some cases take up to 90 days to conclude, though usually is concluded within weeks of our initial response. Personal injury claims will be dealt with in line with pre action protocol timescales. 

If you have submitted a claim by post and would like reassurance that is has been received, please phone our Customer Service Centre on 0345 155 1004. They will be able to confirm receipt but cannot provide any further detail on the circumstances of the claim or likelihood of it succeeding.

If your claim has been emailed to us, you should receive an auto-response confirming receipt. Alternatively, post the form with all supporting documents (recorded delivery) to Devon Highways, Devon County Council Lucombe House, County Hall, Exeter, EX2 4QD.

Ensure that your form and document package is weighed and that you pay the appropriate delivery costs. You may want to get a certificate of posting. We are not able to pay for items of post when postage has been underpaid.

It is a good idea to keep copies of the completed claim form and any accompanying documents for future reference as we are unable to return any documents sent to us. Please therefore do not send us original documents.

Some claims will be passed to our term maintenance contractor Skanksa, if we believe liability rests with them rather than us. You will be advised of this by our insurance section. Skanska are also dealing with large workloads and are working to get through the backlog as quickly as possible.

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