Car insurance claims
When contacting us please make sure you quote your policy to help us deal with your enquiry more effectively.
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If your car is involved in an accident or has been damaged or stolen, here's what to do.
We hope you'll find our service fast, efficient and friendly.
Call Claim-line on 400 886 8199 as soon as possible. You can do this at any time of the day.
You will need to tell us:
your policy number or the number shown on your certificate of motor insurance; your personal details; the driver's personal details, if you were not driving your car; and full details of what happened, including the details of any other people or vehicles involved.
We may sent one of our surveyors to you to help us investigate your claim.
Getting your car repaired
Convenience
• We offer you a replacement car from Avis (for further information, please check "Temporaty Replacement car")
• We provide direct compensation with partner garages/4S shop (after excess)
• We deliver the car to home/work after repair in partner garages/4S shop
Care
• We clean the car, both inside and outside after the repair in partner garages/4S shop
• We check 10 safety points after the repair in partner garages/4S shop
We can arrange partner garage/4S shop to collect your car from your home and return it to you once it has been repaired.
We have chosen repairers carefully to make sure you receive the highest standard of repairs and services.
If you want, you can arrange for a repairer you choose to carry out the repairs. If you need do this, your repairer could start the work only after the repair loss settled.
Temporary replacement car
If you choose to repair the car in our partner 4S shops/garages, a one day replacement car (Normal Santana) with Avis is offered, when the repair duration is over 3 days
If your car is a total loss
If your car cannot be repaired; the cost of the repair is more than the market value of the car; or your car is stolen or robbed and not found; we will call it a total loss and it will become our property when we finish all the indemnification work with you according to the contract. You must offer us its registration document .
If it is possible to do so, we will immediately move your car to a place it can be stored, so please make sure you remove all your belongings from the car.
Documents you must send us to claim for a total loss
Before we can deal with your claim, you must offer us:
your certificate of motor insurance; the vehicle registration document; all sets of car keys; details of any money you still owe for the car; and any other documents you may want us to take into account when valuing your car (such as the car's service history). Please also send us the invoice and duty-paid proof for your car. This will help us deal with your claim faster.
Please send the documents to us direct so we can pay your claim as soon as possible.
We will contact you to agree the market value of your car. From this value we will take off the amount of: any excess; any money you owe; and any premium you have not yet paid. You must still pay the full yearly premium because we have met all our responsibilities to you under the policy.
If your car is stolen
If your car is stolen and is found within two months, but it has been damaged, we will either repair it or treat it as a total loss as described above.
If the car is not found within two months we will treat it as a total loss.
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