HOW TO MAKE A CLAIM


In the event that you wish to make a claim, please contact us on: 0370 241 6726

How to claim in respect of Mechanical or Electrical Failure

  1. General

    There will be some instances where repairs cannot be authorised until the vehicle has been dismantled. In these cases, the authorised repairer will need your authority to dismantle the vehicle for proper diagnosis prior to commencing any repairs.

    Repairs will be authorised provided that the failure is covered by this policy of insurance. Where the failure is not covered by your policy, you will be responsible for all costs associated with dismantling the vehicle.

    The maximum we will pay for any claim is the equivalent manufacturer's recommended repair times (not including diagnostics) for labour charges and the manufacturer's list prices for parts on the date of repair. It is essential that you retain original invoices for the cost of repairs as payments cannot be made until the relevant invoice(s) have been received and approved by us.

    On receipt of the invoice(s) and other supporting documentation in respect of your claim, it will be settled subject to your compliance with the terms and conditions of this policy of insurance. In the event that any of the repair costs are not covered by this Section 1 of the policy, it is your responsibility to settle the balance to the authorised repairer.

    In the event that you make a claim under this Section 1 and we believe these costs could be recovered from another party, we reserve the right to take action to recover any payment made by us. Under such circumstances, we may need to take such action in your name and, therefore, you must co-operate with us and give us any information we may require. We will pay for any legal expenses relating to this.


  2. Claims procedure

    In the event that you need to make a claim under this Section 1 you need to comply with the following procedure:

    Repairs in the United Kingdom
    1. In the event of a mechanical or electrical failure in the United Kingdom, you should take the vehicle to the dealer from whom the vehicle was purchased or an authorised repairer. Please be prepared to hand to the repairing dealer a) this policy document and b) proof of servicing.
    2. The repairing dealer will establish the cause of the failure and contact us to establish if a mechanical or electrical failure has occurred and whether the parts directly causing the failure fall within the definition of a covered component.
      We shall only be liable in respect of any repairs where we have issued an authorisation number to the authorised repairer.
    3. We reserve the right to examine the vehicle, and subject any damage to an independent expert assessment before commencement of any repairs. It shall be clearly understood and agreed that in the event of any dispute arising as to the extent of our liability, the decision of the independent assessor shall be final and binding on both us and you.
    4. Following completion of repairs, the repair invoices and any supporting documents, which may include the policy document, will be forwarded by the authorised repairer to us to obtain reimbursement. However, you must pay directly to the authorised repairer at the time of repair any additional costs not covered by, or in excess of, the terms of this policy of insurance, and any VAT, where you are registered for VAT. Where the authorised repairer forwards documentation to us on your behalf, the authorised repairer will be deemed to have your authority to receive payment direct from us for the cost of repairs. Where you wish to claim on your own behalf, you must produce evidence to us that the authorised repairer has been paid for their work.Note: Claims must be received by us within 30 days of the date of completion of the repairs. Claims received after this date by us will be subject to review in terms of the reason for delay, and it will be at our discretion as to whether such claims are accepted.
    5. Where necessary, the policy documents will be posted back to you following review by us. Once returned, you should check the documents are intact.

    Repairs in the Geographical area other than in the United Kingdom

    In the event that it is necessary for your vehicle to be repaired anywhere in the geographical area other than the United Kingdom, you will not require prior authorisation from us, other than in respect of paragraphs 1 and 2 of the 'Additional Benefits' under 'What is Covered' in Section 1 - Ford Protect Used Mechanical or Electrical Breakdown Insurance.

    On your return to the United Kingdom, please immediately contact us for instructions on how to proceed. In the event your claim is valid, you will be reimbursed in pounds sterling at the prevailing exchange rate on the date that the repair was completed

How to claim in respect of the MOT Test Insurance

In the event that your vehicle fails the MOT Test and you wish to make a claim, you should take your vehicle to the dealer from whom the vehicle was purchased or an authorised repairer who will arrange for any repairs to be carried out.

Please hand to the authorised repairer:

  • this policy; and
  • proof of servicing and
  • the previous valid MOT Certificate (if applicable); and
  • the 'Notification of Refusal to issue an MOT Certificate' (VT30) citing the reasons for failure.

The authorised repairer will take responsibility to contact us to establish if the parts involved in the repair, deemed necessary by the "Notification of Refusal to issue an MOT Certificate" (VT30), are covered by this MOT Test Insurance.


Duties in event of a claim

  1. The authorised repairer must obtain prior authorisation from us as to whether or not there is a valid claim under the MOT Test Insurance. When, and if, the vehicle is granted an MOT Certificate (VT20), the authorised repairer will forward to us a copy of a completed:
    • VAT repair invoice as signed by you; and
    • the old MOT Certificate; and
    • the "Notification of Refusal to issue an MOT Certificate" (VT30).We shall only be liable in respect of any repairs where we have issued an authorisation number to the authorised repairer prior to the commencement of the authorised repair. The authorised repairer will contact us to establish if the parts involved in the repair are included in this MOT Test Insurance.
  2. Claims must be received by us within thirty (30) days of the date of completion of repairs, otherwise they may not be accepted. Claims received after this date will be subject to review in terms of the reason for delay and it will be at our discretion to agree such claims.
  3. We reserve the right to examine the vehicle and, subject to any damage, to an independent expert assessment before commencement of any repairs. It shall be clearly understood and agreed that in the event of any dispute arising as to the extent of our liability, the decision of the independent assessor shall be final and binding on both you and us.
  4. Following completion of repairs, the repair invoices and any supporting documents, which may include this policy document, will be forwarded by the authorised repairer to us to obtain reimbursement. However, you must pay directly to the authorised repairer at the time of the repair any additional costs not covered by, or in excess of, the terms of this insurance, or VAT where you are registered for VAT.
  5. When the authorised repairer forwards documentation to us on your behalf , we will be deemed to have authority to receive payment direct from us for the cost of repairs. Where you wish to claim on your own behalf, you must produce evidence for us that the authorised repairer has been paid for their work.
  6. Where necessary, the policy documents will be posted back to you following review by us. Once returned, you should check the documents are intact.