Help Category: Claims

What happens to my policy if my car is unrepairable following a claim

If we agree with you that your car is deemed to be a total loss after a claim with us, we may cancel the policy. In the event of the cancellation of your policy following a claim you may not be entitled to a return of premium. Please refer to the Private Car Policy Document for full details.

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How do you know if I’ve been involved in an accident?

The black box should notify us straight away if your car suffers a significant impact. In these circumstances we will assume that your vehicle has been involved in an accident. We will then monitor the position of your car and if it is stationary, we will attempt to contact you by phone to offer you assistance and record the accident or claims details, as appropriate.

If your vehicle is not stationary we will assume that you do not need any immediate assistance and we will attempt to contact you at the earliest opportunity to record the details of any accident or claim that you wish to make. Please note that you still have an obligation to report any accidents or claims to insurethebox, and that if the black box is damaged or out of service range it may not be able to alert us immediately.

If, when we monitor the position of your car, we notice that it is stationary and the ignition is still switched on, we will assess the severity of the impact, the location of the incident and the time of day. If we believe that you might be injured and/or incapacitated in an isolated or remote location we will attempt to contact the emergency services and request that they attend the scene of the incident.

Please note that we are not able to guarantee that the emergency services will attend, and you should therefore still make all possible efforts to contact them yourself.

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What should I do if I have an accident?

If you have an accident and you need to make a claim, please contact us as soon as possible after the incident on 0333 103 0030 and we will guide you through the process. For more information, take a look at our blog article about what to do if you have an accident.

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Who will recover my vehicle, and me, if it’s not driveable?

If you make a claim on your policy, we will arrange for the vehicle to be recovered and for you and your passengers to be taken to a place of safety.

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Where will the recovery agent take my vehicle?

If recovered within the working day and you agree to use our approved repairer network, then the car will be taken to the nearest approved repairer. If out of hours, it will be delivered to your home address or a secure compound and the approved repairer will collect the vehicle from there within 24 hours of being notified by insurethebox.

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What are the benefits of using the approved repair service?

Any repairs to your car undertaken by one of our approved UK repairers are subject to the following guarantees:

  • The body work, paintwork and labour will be guaranteed for 4 years, and;
  • The replacement parts used will be covered for the duration of the manufacturer’s guarantee.

If you use the approved UK repairer of our choice, we will provide a temporary replacement car while repairs to your car are being carried out, provided that one is available.

Repairs may be undertaken by a repairer of your choice, but this may lead to a delay in arranging the repair of your car and we will not be able to provide you with a courtesy car or guarantee the repairs.

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How much excess will I have to pay if I make a claim?

Details of applicable excesses will be shown on your Policy Schedule. All excesses have to be paid in the event of a claim for damage to your vehicle, although we will not charge you your excess if we do not think you were to blame for the accident and the third party insurers agree. We will not apply the policy excess to a claim for medical expenses, personal belongings, nor when your car is being used by the motor trade or in the custody or control of valet parking.

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My windscreen has been damaged, what should I do?

Call our approved windscreen repairer, Auto Windscreens, on 0330 022 9449. They will arrange to either repair or replace the windscreen at your convenience.

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Can I use a different windscreen company to the one you recommend?

Yes, but if you choose not to use our approved glass repairer the most we will pay will be £200 less any applicable excess.

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What cover will you provide if my vehicle is hit by an uninsured driver or by an unknown driver when parked?

As all our policies are fully comprehensive, we will cover the costs of getting your car repaired and then seek to obtain our costs from the driver at fault.  However if we are unable to claim these costs back through them or their insurer you may lose some or all of your No Claim Discount and have to pay your excess as a result.

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