Car Insurance claims - your questions answered

Our claims teams regularly receive the same questions from customers enquiring about the progress of their claim.  ‘When do I pay my policy excess?’ ‘Will this affect my no claim discount?’ ‘Will I get a courtesy car?’ These are just a few of the questions that we receive regularly from policyholders.

To help customers understand the claims process, we have created a ‘Questions & Answers’ leaflet. The publication contains frequently asked questions, points of contact, and a jargon buster for technical insurance terms.

Treating Customers Fairly

Our teams have worked together to ensure that the document is accurate and written in a way that customers will find easy to understand. It has been approved by the Plain English Campaign for clarity and carries their Crystal Mark.

Is it working?

Our ongoing Customer Satisfaction Survey will be used to measure the effectiveness of the leaflet so we can see whether it is helping our customers to understand the claims process. We’re sure that this leaflet can be helpful when assisting customers who need to make a claim. It is available now to download from www.groupama.co.uk/intermediaries