Your Pocket Guide to Commercial Motor Claims

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1 Your Pocket Guide to Commercial Motor Claims DRIVER CHECKLIST AT THE SCENE OF A MOTOR ACCIDENT If you are NOT injured, exit the vehicle: DO NOT ADMIT LIABILITY IF ANY party is injured - Call the emergency services Where safe to do so take photographs of the following: - the damage to the vehicle(s) / property - the accident scene - any relevant road signs or road markings Provide the other driver(s) with a 'Third Party Accident Card' Obtain the Names, Addresses & Phone numbers of any independent witnesses Complete (Part A) of the Motor Claim Form immediately AS SOON AS POSSIBLE CALL YOUR KTIB CLAIMS TECHNICIAN If you believe you are not to blame or only partially to blame we will require completion of (Part B) of the Motor Claim Form. Please ensure that all of your drivers are familiar with the above procedures If your driver is FULLY at fault for the accident then telling us early will give your insurers the best opportunity to initiate their FNOL (First Notification of Loss) procedures and take management of the third party claims thus helping to keep overall costs to a minimum.

2 The Importance of Early Notification (FNOL) INCIDENT OCCURS FIRST NOTIFICATION OF LOSS REPAIRERS & SUPPLIERS CLAIMS Claims Support SUPPORT Please call us to report the accident as soon as you are able; ideally from the accident scene but no later than 24 hours after the accident if possible. Alternatively you can report your claim using our Online Facility. When you call us we will: Record all available information Arrange for your vehicle to be booked into the insurer's approved repairer Or arrange for the insurers engineer to inspect your vehicle if you have chosen your own garage Ensure that insurers specialist departments process your claim as quickly as possible Instruct your Uninsured Loss provider where applicable Your insurer's network of approved repairers & suppliers cover the length and breadth of the country and their aim is to get your vehicle repaired and your business back to normal as soon as possible. Throughout the claim KTIB will provide you with: A dedicated Claims Technician A Technical Claims Manager to oversee complex claims Online Tracking of your claim 24/7 See Claims Cost Examples opposite which illustrate the importance of immediate notification to insurers.

3 Motor Claims Early Reporting Initiative - Claims Cost Examples Typical Scenario Third Party Representation Credit Hire / Repair Personal Injury Cost / Comment Scenario 1 - Preferred Your driver hits the rear of the Third Party (TP) vehicle. Driver immediately reports the incident to KTIB who inform insurer s in order to initiate their TP capture process. Contact made with the innocent party who accepts insurers offer to manage the vehicle repairs and provide replacement vehicle. TP has no need for representation as they were promptly contacted by your insurers before seeking representation. Avoided. Insurers have been able to control the repairs and provide a equivalent replacement vehicle or courtesy car (preferred). Costs have therefore been kept to a minimum. TP had indicated an injury but due to the prompt contact by insurers no medical attention was sought and no claim made. Cost Minimised Repairs: VAT Duration: 10 working days Replacement vehicle: No direct cost as courtesy car accepted Personal Injury: No claim as TP satisfied with fast and efficient service Cost of representation: avoided Total: VAT (ideal outcome) Scenario 2 - Poor Same incident BUT incident not reported to KTIB / Insurers for 15 days. Too late for insurers to act pro-actively. TP obtains representation through Credit Hire Organisation (CHO). CHO acts quickly and provides 1st advice of claim to Insurers on day 2. Claims presented for credit hire and repair. Credit hire and credit repair start immediately. Period of hire, cost of hire and cost of repair considered excessive. TP representative instructs Solicitor to pursue a Personal Injury claim (PI) claim even though TP unsure about claiming. Solicitor then starts to act. Solicitor maximises the claim potential. Cost considerably higher Repairs: VAT Duration: 18 working days. Allegations by CHO of delay in provision of replacement parts (common occurence). Replacement vehicle: CHO submits claim for 23 days at 200 per day & VAT for TP vehicle. Total VAT Personal Injury: Claim for whiplash (18 month prognosis) Cost of representation: VAT (Solicitors costs) Total: 13,100 + VAT (not ideal outcome) Scenario 3 - Disaster Same incident BUT incident not reported to KTIB / Insurers for 25 days. Also driver attempts to deny blame in the full knowledge that he IS to blame which comes out in the investigation. Too late for insurers to act pro-actively. TP obtains representation through Credit Hire Organisation (CHO). CHO acts quickly and provides 1st advice of claim on day 2. Claims presented for credit hire and repair. The credit hire and credit repair start immediately. Period of hire, cost of hire and cost of repair considered excessive. TP representative instructs Solicitor to pursue a Personal Injury claim (PI) claim even though TP unsure about claiming. Solicitor then starts to act. Solicitor maximises the claim potential. Cost VERY much higher Repairs: VAT Duration: 90 working days in view of drivers liability dispute which turned out to be unfounded but took 3 months to investigate to establish the evidence Replacement vehicle: CHO submits claim for 90 days at 200 per day & VAT for TP vehicle. Total VAT Personal Injury: Claim for whiplash (18 month prognosis) Cost of representation: VAT (Solicitors costs) Total: 26,500 + VAT (terrible outcome) A 1325% increase on Scenario 1 for same incident

4 Third Party Accident Cards Third Party Accident Card If you consider our clients driver was at fault, please call KTIB* on: (Mon-Fri 9am-5pm) We will be able to take your details and report the claim immediately to our client's insurer. You could be entitled to: SAMPLE A like for like replacement vehicle Access to their approved repairer network Alternatively please call... Insurance on... Lines open 24 hours a day, 7 days a week. Please write your details below and hand this card to the other driver(s) involved in any incident. Company Name: Driver Name: Vehicle Reg: Policy No: SAMPLE *KTIB is a trading style of Knowlden Titlow Insurance Brokers Ltd and are authorised and regulated by the Financial Services Authority

5 Motor Incident Driver Procedures Card KEEP CALM - DO NOT ADMIT LIABILITY Call emergency services if there are injuries to any Party PHOTOS - where safe to do so, ideally include: - the whole accident scene & relevant signs/road markings - all vehicles involved (inc registration numbers) & passengers showing clearly any damage sustained (or photo of undamaged vehicle) Provide the other driver(s) with a Third Party Accident Card Obtain Names, Addresses and Phone numbers of any WITNESSES Report the incident as soon as possible to your Traffic Office or KTIB ( ) ideally from the scene Basic information required (use reverse side for notes) - Exact location; your vehicle registration number - Name & telephone numbers of Third Party(ies) & number/name(s) of any passengers - Third Party vehicle details including insurance information if available - Summary of damage to Third Party vehicle(s) and any injuries evident SAMPLE Further information may be required later particularly if the circumstances of the accident are in dispute - you will be kept informed.

6 Your name: Your vehicle registration no: Location of accident: Damage to your vehicle: Number of passengers & names if possible: Third Party vehicle details, including colour & reg no.: Third Party name: Third Party address: Damage to Third Party Vehicle (take photos): Is vehicle driveable?: Number of passengers & names if possible: Details of any injuries: Witnesses' names, addresses & telephone numbers: Telephone number: SAMPLE Police details if called:

7 Information Required for Motor Theft Claims Policy Number Policy Type Risk Address Date of Loss Location of Loss Vehicle registration THEFT UNRECOVERED THEFT RECOVERED TOTAL LOSS Person last in charge of vehicle Police station and reference number Vehicle mileage at date of loss List of personal possessions in the vehicle Person last in charge of vehicle Police station and reference number Vehicle mileage at date of loss Location of vehicle once recovered List of personal possessions in the vehicle Vehicle mileage at date of loss Approximate value you are looking for Any extras on the vehicle i.e. modifications Original V5 & MOT Original Service history Copy of purchase receipt Details of any outstanding finance Copy of drivers licence and counterpart All Keys No documents required Normal repair process followed Original V5 & MOT Original Service history Details of any outstanding finance All Keys

8 KTIB's service to you does not end after you have paid your premium. We strongly believe our Claims Team is the best in the business but we also realise that being the best requires your assistance. After all higher claims costs mean a higher premium and that is why we need you to report accidents immediately. The quicker we know about an accident the more chance your own insurer has to control the costs and keep your premiums down. If you have any questions or wish to receive copies of the Motor Incident Driver Procedures and Third Party Accident cards, then please do not hesitate to contact your Claims Technician.

9 Online Claims At KTIB we understand that making a claim can sometimes be inconvenient and time consuming, and whilst other brokers choose to include claims handling as a secondary duty, we believe that when the time comes to make a claim you need a broker who sees this aspect as paramount importance to them and is both prompt and efficient. As part of our continuing promise to deliver an outstanding claims service our clients can report and view their Motor and Goods in Transit claims online. If you are already a client of ours but haven't yet registered to use this service please contact Chris Bright on or requesting your Username and Password for Online reporting. You can also read our FAQ and Step by Step guide on how to use the system overleaf.

10 Online Claims Reporting and Viewing FAQs 1) What happens after I report my claim? Once you submit your claim online you will automatically receive an with your individual claims reference and a copy of the information you have provided. 2) Will I still have to send additional documentation in order for my claim to be settled? Our Online facility allows you to both register your claim and send in documentation to us at the same time. Sometimes additional information or documentation may still be required in order to process your claim but your Claims Technician will advise you if this is necessary. 3) Can I report the theft of my vehicle using the online facility? No. The system does not currently support the reporting of Motor Theft claims however this is something that is being investigated. 4) Can I report a windscreen claim using the online facility? Yes, but we would suggest that you contact your insurer's dedicated windscreen claims line (Visit Claims Contacts on our website, check your policy documentation or ask your Claims Technician for the contact number). 5) Will I be able to see all of my outstanding motor and transit claims? Yes. All of your outstanding claims will be visible including the present position, payments and outstanding reserve. 6) What if I want to ask my Claims Technician a question about my claim? You can your Claims Technician from within the claim you are viewing using the ' KTIB' button at the top right of the page. This will allow you to attach documents to the in the normal manner. 7) How easy is it to make an online claim? Our system is very simple to use. Go to the next page for a Step by Step guide on how to make an online claim.

11 Step 1 Login to your account using your Username and Password. Step 2 Click on the policy you would like to make a claim under. The data shown here is for illustration purposes only. The data is fictional and although representative it does not relate to any actual data.

12 Step 3 Click on the Report Claim button. Step 4 Complete the claim form on screen. When you have finished click the Report Claim button. That s it - simple! The data shown here is for illustration purposes only. The data is fictional and although representative it does not relate to any actual data.

13 Motor Legal Expenses Cover KTIB have partnered with ALPS * to provide you with an Award Winning 'before the event' motor legal expenses policy at no extra cost. Your KTIB Claims Technician will discuss the various options available when you notify us of a new motor accident claim and instruct ALPS where appropriate. ALPS will then liaise with you directly to pursue the recovery of your losses. We will continue to monitor your claim and will be available if needed. See overleaf for just a few features and associated benefits. *Cover provided by ALPS- Auto Legal Protection Services. Winners of the Insurance Times Awards 2012 'Service Provider of the Year' and Finalists of the UK Claims Excellence Awards 2011 'Outstanding Claims Management / Service Provider Team of the Year'

14 Motor Legal Expenses features and benefits FEATURES Uninsured Losses Up to 100,000 of legal costs Like-for-Like vehicle replacement on non-fault accidents Credit Repairer Scheme Inspection of the Vehicle Recovery of Policy Excess Fees in a non-fault accident Dedicated and Highly experienced personal team COVER BENEFITS Recovery of agreed losses incurred in a nonfault accident that are not covered by the insurance policy, such as loss of earnings, personal injury, car hire, policy excess, damage to the vehicle and damage to any personal effects in the vehicle Should you require the need for specialist lawyers to act on your behalf, ALPS legal expenses cover ensures all your legal fees are paid and there are no deductions from your settlement or your passengers' settlement Unlike most insurers policies where a smaller hire vehicle will be provided if any, ALPS will supply a like- for- like vehicle, ranging from a Ford Ka to a Bentley Arnage or an Escort Van to a 44 Tonne Tractor Unit A choice of repairer - you can choose your own repairer for ALPS to liaise with or ALPS will appoint an approved repairer to suit your needs (who will collect and deliver the vehicle free of charge) ALPS will arrange for the inspection of the vehicle or agree figures with the appointed repairer In many cases, if you use your own insurers for a non-fault accident an excess fee would be applied however ALPS will recover it on your behalf Each member of your dedicated team will have knowledge of your claim, giving you updates at each stage KTIB a trading style of Knowlden Titlow Insurance Brokers Ltd. Registered in England and Wales No Lakeside 300, Old Chapel Way, Broadland Business Park, Norwich NR7 0WG. Authorised and Regulated by the Financial Conduct Authority

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