Claims FAQ's 

Can you claim my excess back for me?

No. We have no legal right to claim this back on your behalf, although we will advise the At Fault Insurer that the excess was applied and its value.

The incident was not my fault. Why do I have to pay my excess?

Under the terms and conditions of your policy, the excess is the amount you are not insured for and you required to pay this as part of any claim. If you are not at fault for the incident and there is no dispute in liability, you should be able to claim this back as an uninsured loss directly from the at fault insurers.

My vehicle is being repaired at a non-approved repairer. Am I entitled to a replacement vehicle?

No. A replacement vehicle is only available, and automatically insured under your policy, if you use one of our approved repairers. This is subject to availability and is not on a like for like basis.

Can I pay for the repairs myself, so as not to affect my NCB?

This is something that we would advise against as every claim is different and costs can escalate, if you decide you would like to pay for your repairs in the hope you NCB will not be affected we suggest you discuss this with you claims handler.

My vehicle is under warranty. Can I use my own dealership garage?

You may look to use a garage of your own choice, on the condition that you supply an estimate for consideration. As automatic authority is not given, this could result in delays to your claim. There would be no entitlement or insurance coverage for a courtesy vehicle.

Am I able to claim for hire charges and loss of earnings from you?

These are not covered as part of your policy with us and as such classed as uninsured losses. In the same process as would be used for your excess, if the claim is a result of an incident that was not your fault, you may be able to claim these back directly from the third party insurance company.

When will my No Claims Bonus (NCB) be reinstated?

If you are not held in anyway responsible for the accident, your NCB will be reinstated once the Third Party insurers have accepted full liability and reimbursed us the cost of the claim.

I have lost 2 years No Claims Bonus (NCB) when the incident was not my fault. I do not have any Third Party details.

This is an unfortunate situation where we both lose. If we cannot trace the Third Party involved, we are unable to make a recovery on monies paid out to repair your vehicle, resulting in you losing your NCB as the claim has been made against your policy.

I am looking to make a payment to you/set up a standing order relating to a claim, what details do I need?

You will need to ALWAYS quote the Claim Reference number when making any payment in relation to a claim. Without it your payment may not reach the correct claim. Our bank details are Available on Request.

Unable to find the answer you were looking for?

We are happy to answer any question you may have, please contact our Claims Department on 0345 370 0008, option 3, Monday to Friday from 9am to 5pm.