ClaimsFrequently Asked Questions
Here are some of the questions we are frequently asked along with some helpful terms and meanings.
What is an excess?
Your policy excess is the amount which you must pay towards your claim and is confirmed on your policy schedule. If your vehicle is a total loss or stolen and unrecovered, this amount will be deducted from the settlement to you. If your vehicle is repaired, you must pay the excess directly to the repairer before collecting your vehicle.
What happens if my vehicle is repairable?
If your vehicle is repairable, you will be directed to one of our Approved Repairers. Repairs will be guaranteed and you may be provided with a Courtesy Car subject to your policy benefits which can be found in your policy schedule and policy wording.
What happens if my vehicle is a total loss (write-off)?
It is possible that the extent of the damage caused to your vehicle may be too costly to repair when considering the value of the vehicle — this is often referred to as being beyond economical repair.
Your vehicle will be collected by our salvage agents, and we will take ownership of the vehicle. Arrangements will be made to dispose of the vehicle in line with industry-approved guidelines and details of the category of the total loss will be communicated to the relevant databases.
We will settle the claim by paying you the market value or insured value of your vehicle, whichever is the lower amount, less deductions.
What deductions could be taken from your settlement?
- Your policy excess(es).
- Any pre-existing damages (i.e., Damages not related to the accident that is being claimed for).
- Any outstanding insurance premium.
- If you have bought your vehicle under a finance, hire purchase or leasing agreement, any sums owed to the hire purchase company, leasing company, bank or lenders.
Valuing your vehicle
To determine the market value of your vehicle, we will typically refer to guides, engineers and any other relevant sources as required, taking into account the age, mileage and condition of your vehicle to provide an accurate valuation.
The limit of coverage is specified in your Policy Schedule as the vehicle value and is the most we will pay in the event of a claim. This is determined at the start of the policy and is based upon the value of your vehicle which you declared.
No Claims Discount
A No Claims Discount (NCD) is a discount which can be applied to the cost of your car insurance. The amount of the discount is calculated by the number of years of claim-free driving.
Full details can be found in your policy wording, alternatively please contact your broker to discuss your NCD.
If I make a claim for windscreen or window damage, does it affect my No Claims Discount?
No, it does not affect your No Claims Discount.
When does a claim affect my No Claims Discount?
A claim will not impact your NCD when we are able to recover the money we pay for the damage to your vehicle and/or do not pay for damage or loss to any other party involved in the claim.
This means that your NCD will be impacted when you need to claim because your vehicle:
- has been stolen.
- had fire damage.
- has been vandalised.
- has been found damaged and you do not know who has caused the damage.
- the vehicle and driver of the responsible party are not identified or insured.
- the accident has been caused wholly or in part by the driver of your vehicle.
(services are subject to your policy cover and benefits, please refer to your policy schedule for further details.)
- Repair of your vehicle or windscreen through the managed repair network guarantees the quality of your repair.
- Roadside accident recovery.
- Replacement vehicle.
- Claims Inspectors act immediately to protect your policy from excessive costs.
- Dedicated Intelligence, Claims Validation and Field Investigation Teams combine their expertise with cutting edge Counter Fraud Technology in the battle against Fraud.
- Network of solicitors to help you recover uninsured losses where we determine that you are not at fault for the accident.