Making claims clear Making a motor claim

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1 Making claims clear Making a motor claim ACLD0886C-A AXA Insurance UK plc Registered in England and Wales No Registered Office: 5 Old Broad Street, London EC2N 1AD. A member of the AXA Group of companies. AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Telephone calls may be monitored and recorded.

2 Whilst we cannot cover every claims eventuality in this document, broadly speaking this is the process and the steps that you can expect when you make a motor claim. If you are involved in an accident and need to make a claim please contact us as soon as possible (all contact details are in your policy documents). When you do we will ask you for the details of the accident circumstances and of any other parties involved. We will aim to either 1. get your vehicle repaired, or 2. in the event it is damaged beyond economic repair, inspected and valued immediately after that first contact. If your car is repairable, we will offer the use of one of our approved repairers. They will contact you to arrange for the vehicle to go in for repair and you will be kept informed of the progress of the repairs. Courtesy cars When making a claim on your comprehensive or third party fire and theft policy and your policy includes access to a courtesy car, you will be entitled to the following providing you agree to use one of our approved repairers. A small car (eg Ford Ka etc) if you are a private motor customer A medium sized car (eg Ford Focus) or small van (eg Ford Transit Connect) if you are a commercial customer The damaged vehicle will be collected from you if required and you will be provided with a courtesy car Courtesy cars are not provided for claims involving write offs as we will provide payment for you to purchase an alternative vehicle. If your vehicle is deemed a total loss (cost of repair exceeds the value of the vehicle), our claims teams will look to make an appropriate financial settlement. If you have been provided with a courtesy vehicle whilst repair costs were being assessed, and a write off decision is subsequently made, you must return the courtesy vehicle the next day. If your car is not repairable, then we will inspect the vehicle and will require the Vehicle Registration document and MOT certificate. We will look to agree and pay a total loss settlement within 10 days. We will ask you for details of all other parties involved so that, depending upon the circumstances, we can either deal with their claim, or, proceed with a recovery against them. To support this, we will also ask you for details of any witnesses to the accident so that we can contact them. If you are responsible for the accident, we will deal directly with the other parties and their representatives and relieve you of the pressure and hassle of having to do that.

3 Mechanical breakdown Insurance policies don t provide cover for everything that can happen to your vehicle. It is important that you speak to your broker to understand what you are covered for. Your comprehensive insurance policy does not cover you for wear and tear and this applies to: Mechanical breakdown Electrical breakdown However, you are covered for other damage resulting from the electrical or mechanical breakdown. Example The wiring loom fails on your vehicle resulting in a small fire which then damages other components (parts) on your vehicle. You cannot claim for the broken wiring loom as this is classed as an electrical failure and you will have to cover the cost of replacing the wiring loom. However, under your Comprehensive or Third Party Fire and Theft cover, you will be able claim for the cost of repairing or replacing any other damaged parts that resulted from the fire. Lost keys It can be very stressful when you lose your keys. Not only is it inconvenient, it could leave your vehicle vulnerable to theft or damage. If you lose your keys, we will pay up to 500 on fleet and van policies and up to 750 on private car policies for the replacement of: Door and/or boot locks Ignition/steering locks Lock transmitter Central locking interface Immobilisation/alarm system It is important to note that we will consider your claim under two scenarios: If you have reason to believe that whoever found or stole your keys could trace them back to your car (for example, if you lost them near your house), you will pay no excess and your no claims discount will be unaffected. If you have no reason to believe your keys could be traced back to your car (for example, if you lost the keys abroad) you will have to pay your excess and your no claims discount may be affected.

4 Multiple areas of damage You may find yourself in a situation where your vehicle has more than one area of damage caused by separate incidents. As they are separate incidents each must be considered on its own merits. You will need to submit a separate claim for each one, even if you are claiming for all of them at the same time. Example If your vehicle was in a small traffic accident on Monday, suffered malicious damage on Wednesday and hit while parked on Friday, you would be very unlucky. You would also have to register three separate claims for the damage as the incidents were unrelated. This also means that if you have an excess on your policy, you will have to pay three separate excesses, one for each claim. You should also be aware that we do not cover the cost of repairing damage that occurred before you bought the policy, nor do we cover the cost of repairing any damage caused by wear and tear. Personal effects and what is covered Your policy makes a clear distinction between personal belongings and those associated with work. We will pay a maximum of 250 for any loss or damage to any personal belongings, in or on your vehicle, providing that this cover is included in your policy. However, your policy will not provide cover for: Tools Money, stamps, tickets, documents or securities Any goods or samples carried for any trade or business Theft of any belongings that are in an open top convertible vehicle, unless they are kept in a locked boot or glove compartment Any property that is insured under any other insurance policy, for example, your home contents insurance You will need to check your policy wording to ensure you have Personal Belongings cover before submitting a claim and report any stolen items to the police.

5 Determining who is at fault in an accident If you are involved in an accident, particularly when someone is injured, there are very strict deadlines and timescales in which we must respond to third party claims. For example we must give a liability decision (in other words confirm whether we agree that the accident was your fault or not) within 15 days of a claim being made against you. To help us make the right decision quickly, it is important that you report accidents to us immediately. The following information will help us establish who is at fault and resolve the claim as quickly as possible. The more information you can give us, the better, including: Date, time and location of loss Details including registration numbers of all vehicles involved Names, addresses and phone numbers of all parties involved (including all passengers) Names, addresses and phone numbers of any witnesses Photographs of all damage and of the scene of the accident The full accident circumstances Details of any injuries that anyone sustained in the accident Accidents in a courtesy car Whilst you are in a courtesy car you are expected to treat that vehicle as though it is your own. Should you be unfortunate enough to be involved in an accident or the vehicle is stolen whilst in your care, it must be reported to us immediately. This incident will be dealt with as a claim under your policy and any excess you hold will need to be paid on this vehicle. Depending on your individual policy this may affect any no claims discount you have. Essentially, claims made while driving a courtesy vehicle will be treated as though you had been driving your own vehicle.

6 Windscreen If you have damage to your windscreen, windows and/or scratching of the bodywork caused by the glass breaking, you will be covered under your windscreen cover section. This only applies if there is no other damage to your vehicle. If there is damage to any other part of the vehicle, this would not be treated as a windscreen claim and you would need to make a formal claim under your accidental damage section. An excess will not apply when the windscreen glass is repaired An excess will apply when the windscreen glass is replaced We want to repair or replace your glass as quickly and hassle free as possible for you. To help us do that, windscreen claims should be made through the Glassline telephone number shown in your policy. This will direct you to AXA s approved suppliers who will make all of the arrangements for you. You should also call this number if you have any queries about windscreen claims. Your no claims discount will not normally be affected if you make a Windscreen claim only. Policy limits: It is important to note that most commercial policies have a policy limit which applies if you use a non-approved supplier. The amount stated in your policy document is the maximum that we will pay, where AXA s approved suppliers have not been used. You would then be responsible for paying anything over the limit amount. For full details on how we manage vehicle glass claims, please see separate, dedicated document. Did you know? We settle 90% of our motor total loss claims within 10 days. We spend more than 2.2m per day on claims. AXA CLPI settled 790m worth of claims in AXA CLPI settled 275,000 claims in What next? If you are unsure about any aspect of your policy and what will and won t be covered in the event of a claim, contact your insurance broker. They will be able to give you all the information and reassurance you need. AXA Insurance is working in partnership with BIBA on making claims clear for brokers and policyholders The British Insurance Broker Association (BIBA) and AXA share the same goal of making it clear why certain claim events are not covered. Together we can explain how such losses can be avoided through better risk education to help policyholders avoid damaging uninsured losses.

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