Support and claims
Help when you need to claim
There is no doubt that being involved in an accident or emergency can be a stressful time. That’s why providing a proactive, reassuring claims service is a top priority for us.
The first step in the event of any claim is to let us know about it. Your usual contact will then put you in touch with your dedicated claims handler - a real person - assigned to you and your business, whose job is to help you through the claims journey.
Getting expert help
Due to the impact of the Coronavirus our staff may be required to work remotely in the coming days.
In the circumstances, and where possible, we would ask you to consider communicating with us by email to enable us to deal with your correspondence promptly. We thank you for your cooperation.
If you're unable to contact us, please get in touch with your insurer directly.
Out of hours emergency
If you need to report a claim to your insurer directly, you can find emergency numbers here.
Frequently asked questions
It depends on the type of claim you have, and on who your insurers are. Your dedicated claims handler will send you a blank form for completion if we do need one.
In a lot of cases the information we take from you over the phone or via email is enough for us to fully understand what has happened. In other cases however - especially if the circumstances are a little confusing or if there is a disagreement over who is at fault - a claims form is helpful for us. This often happens with motor claims, where we may need a 'statement and diagram' from you.
Some insurers need claim forms in the majority of incidents. If you are asked to fill one out don't worry, it is a standard process and should take less than 5 minutes to complete.
If you are claiming for your own damage, yes. Your excess is payable regardless of blame, and your policy documents will tell you exactly how much it is.
In the event that you are not at fault for the incident, and another party has accepted full responsibility, your insurers will work with a legal team to claim your excess back from the other party on your behalf.
If you are not claiming for your own damage, you do not need to pay an excess. This is the case even if you are at fault for the incident, and another party is claiming through your policy. Your excess only applies to your own damage.
For claims involving damage to your property or vehicle, your insurer has access to a network of pre-approved repairers who can assist. After a repairer has been assigned to you, they will assess the damage, provide you with a free courtesy vehicle, and carry out repairs with guaranteed parts and techniques. Once this has been completed you will need to pay your excess directly to them, along with the VAT if your company is VAT registered.
In the case of motor claims, if the damage is not economical to repair, the repairer will work out the pre-incident value of your vehicle and notify your insurers. Your claims settlement will be made based on this value, with your excess and any applicable VAT deducted. In some circumstances you may be able to keep ownership of the vehicle. Please discuss this with you claims handler directly.
If you wish to use your own repairer, this can be arranged. Please let your claims handler know as soon as possible. You will need to have a repairs estimate completed, which will be sent to your insurer for approval. Please note that we can only provide a replacement vehicle if you are using a pre-approved insurer repairer. We are unable to consider the cost of any hire vehicles.
For claims involving damage to your property or vehicle, your insurer has access to a network of pre-approved repairers who can assist. After a repairer has been assigned to you, they will assess the damage, provide you with a free courtesy vehicle, and carry out repairs with guaranteed parts and techniques. Once this has been completed you will need to pay your excess directly to them, along with the VAT if your company is VAT registered.
In the case of motor claims, if the damage is not economical to repair, the repairer will work out the pre-incident value of your vehicle and notify your insurers. Your claims settlement will be made based on this value, with your excess and any applicable VAT deducted. In some circumstances you may be able to keep ownership of the vehicle. Please discuss this with you claims handler directly.
If you wish to use your own repairer, this can be arranged. Please let your claims handler know as soon as possible. You will need to have a repairs estimate completed, which will be sent to your insurer for approval. Please note that we can only provide a replacement vehicle if you are using a pre-approved insurer repairer. We are unable to consider the cost of any hire vehicles.
Our Claims Promise
When claiming, you will receive contact from your dedicated in-house claims team who will provide expert and technical advice and support to proactively manage your claim, keeping you informed throughout and delivering you the optimum outcome.
- In-house
Contact through our committed in-house team - Expert and Technical
Our team are experts and will provide professional advice and support - Proactive
Your claim will be managed effectively and proactively - Informed
You will be kept up to date at all key stages of the process - Optimum
We will strive to ensure your ideal outcome is achieved