Car insurance claims: Your questions answered
We understand that for many people, making a claim can be confusing. But don't worry, our claims team is here to help you.The following information tells you what to expect from us while we deal with your claim. If you have a question that isn't answered here, please contact us.
- Dealing with your claim
- Your policy excess
- About your no claim discount
- Cars that can be repaired
- Courtesy cars
- Cars that have been damaged beyond economical repair
- Fire and theft
- Correspondence
- Useful information
Dealing with your claim
How long will it take you to sort out my claim?
This is difficult to say, as it depends on how badly your car is damaged and how long it will take to be repaired. We always aim to settle your claim as quickly as we can. This page gives you some examples of how long it may take to deal with different types of claim.
How will you settle my claim?
This will depend on the amount of damage to your car. We will check your car to see if the damage can be repaired. If it can, we will deal with the repairer direct. If it would cost more than your car is worth (its market value) to repair it then we will pay you the market value. In this case, we would say that your car is beyond economical repair.
Your policy excess
What is a policy excess?
A policy excess is the amount of an insurance claim you must pay if your car is lost, stolen or damaged. You only pay the excess for damage to your own car. You do not have to pay the excess for damage to someone else's car. Your policy excess will be shown in your policy schedule.
When do I pay my policy excess?
If we make a payment to you to settle your claim, we will take off the amount of the excess from the amount we have agreed to pay you.
If your car can be repaired, you will have to pay the amount of your excess to the garage once they have repaired your car.
Can I claim my excess back?
You cannot usually claim the amount of your excess back unless someone else damaged your car. If this is the case, you may be able to claim your money back from them or their insurance company. This can sometimes take a long time. You should ask your insurance broker or intermediary (the person or company you arranged your insurance policy through) if you have any questions about claiming your excess back.
About your no claim discount
Will this affect my no claim discount?
If you have paid to protect your no claim discount (please see your policy booklet and schedule for full details), or we can get back the full amount of the claim from the person who damaged your car, your no claim discount will not be affected. If you have not protected your no claim discount, or we cannot get back the full amount we have paid for the claim, we may reduce or cancel your no claim discount, depending on how many years no claim discount you have.
If you have protected your discount, but you have already made two claims in the last five years, you will need to talk to your insurance broker or intermediary. You may still lose your no claim discount.
Cars that can be repaired
How long will it take to repair my car ?
It is hard say, as it depends on how badly your car is damaged. In most cases, we allow our repairers to start work immediately. If your car cannot be moved and needs to be checked by one of our motor engineers, they will try to check it within three working days.
Why might my car have to be checked by a motor engineer?
Sometimes we will ask a motor engineer to check your car. They will work out the best way to repair your car and how much it will cost to repair it to UK standards. If the cost of the repairs is likely to be less than the market value of your car, we will have your car repaired. If the cost of the repairs is likely to be more than the market value of your car, it will be 'beyond economic repair' and we will not have it repaired.
Courtesy cars
Will I get a courtesy car?
If a Groupama-Partnership repairer is repairing your car, we can give you a courtesy car. This may not be the same size or type as your own car. It is likely to be a small car, such as a Vauxhall Corsa or Ford Ka. If you have made a claim and your car can be driven safely and legally, we will only give you a courtesy car for the time your car is being repaired. If your car cannot be repaired, we will not give you a courtesy car.
When will I have to give my courtesy car back?
You will have to return the car:
- after 28 days;
- when your car has been repaired;
or
- when we tell you that your car is beyond economical repair;
whichever happens first.
Cars that have been damaged beyond economical repair
How long will it take to settle my claim?
A motor engineer will check your car and then try to contact you within 24 hours to talk about its market value. Once the market value has been agreed and we have received the documents we need from you (see below), you should receive a cheque from us within five working days. The cheque will be for the market value of your car, less the amount of your policy excess.
What documents will I need to provide?
Our motor engineer may ask you to send us documents to help us value your car. This could be a receipt for the car, its service history and so on. You will also have to give us the original vehicle registration document (V5 or V5C), the car's current MOT certificate (if it needed one) and the keys. We recommend that you send us all documents by recorded delivery.
How does the motor engineer decide how much my car is worth?
The motor engineer will consider the car's make, model, description, accessories, mileage and condition. They will then use valuation guides such as Glass's and Parker's to help them assess the market value of your car. They may also check advertisements in current car magazines or on the internet, to make sure we offer you the fair market value for your car.
If the car is beyond economic repair, will I be allowed to keep it?
This is a difficult question to answer. It will depend how, and how badly, your car was damaged. We must also consider your safety when we advise you about whether you should keep your car. A member of our claims team will be happy to discuss this with you.
I have not finished paying for my car. How will you deal with this?
We will pay any amount you still owe under a car finance agreement (up to the amount we agreed to pay you for your claim) direct to the finance company. We will send any money left over (after we pay the finance company) to you.
Fire and theft
If someone stole my car or it was damaged by fire, how will you investigate this?
We may arrange for our representative to visit you so that you can help us investigate. You should also know that we may share information with other organisations and public bodies, such as the police, to prevent and detect fraud. We may also check your details with, and give them to, fraud-prevention agencies and databases, such as the Claims Underwriting Exchange and the Motor Insurers Anti Fraud & Theft Register.
If you give us false or inaccurate information and we think you are trying to commit fraud, we will tell them about this. The way we investigate your case and share your information can help to prevent fraud and protect you.
If my car has been stolen, should I report the theft to the police?
Yes, they will give you a crime reference number (CRN). We will use the CRN to help detect and prevent fraud.
My car was stolen and has been found, but my claim is not settled. What happens next?
We will tell one of our repairers to collect your car and tell us how much it will cost to repair it. Depending on how badly your car is damaged, we will either agree that the car should be repaired or tell you that your car is beyond economical repair.
What happens if someone stole my car, and it is found after I have received my insurance payment?
The car will belong to us, as we have paid you for your claim. We will collect the car and get rid of it as we choose.
Correspondence (letters)
What should I do with any letters I receive from anybody else involved in the incident?
We will deal with anything you receive. You can open and read any letters, but don't reply to them. Pass them on to us as soon as possible.
Useful information
The following terms are common in insurance documents. You may find the explanations useful.
Market value – the cost of replacing your car with another car of the same make, model, age and condition as your car was just before you had to make your claim.
No claim discount – the amount that we will reduce your premium by when you renew your insurance, if you do not make a claim before you renew it.
Beyond economical repair – when the cost of repairing your car is more than its market value.
Third party – somebody else who was involved in the incident.
Intermediary – the person or company you arranged your insurance policy through.
Liability – responsibility for the incident.
Total loss – your car, when it is beyond economic repair.
Uninsured losses – the things you have to pay for which are not covered by your insurance, for example, your policy excess.
Recovery – the process of getting money from the person who is responsible for the incident.
