Claims

CAR HIRE EXCESS INSURANCE

STEP ONE – FOLLOWING AN INCIDENT AND RETURNING YOUR RENTAL VEHICLE

If your rental vehicle has been involved in an incident this has resulted in externally caused damage:

• Take photographs and/or videos of the damage.
• Check that you are responsible for the costs under your rental agreement.
• Request an accident report and an invoice for any charges.
• Where possible always make payment using a credit card (We recommend payment is not made in cash).

STEP TWO – CHECK YOUR POLICY AND NOTIFY THE CLAIM

Read your policy and your insurance schedule first so that you are satisfied that you are covered for the claim you want to make.

If you are not sure whether you can claim, please talk to the Claims Administrator who will be happy to help you.

All claims must be notified to the Claims Administrator within 30 days of the end of your rental period in which the Incident happened. If you do not, it might mean that we will be unable to reimburse you for the excess or other losses.

To make a claim or a claim enquiry, please contact the Claims Administrator at:

The Claims Department
Commercial and General Ltd
Marvan Court,
1 Waldegrave Road,
Teddington
TW11 8LZ
Telephone: +44 (0)20 3740 4431
Email: claims@comandgen.com

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form, which you should fill in and send back to them as soon as possible.

You should include copies of these documents:

• Your car hire excess reimbursement insurance schedule.
• The rental agreement.
• Your charge receipt (if separate from the rental agreement).
• Police report if the incident required the Police to attend.
• The accident report from the car rental company or agency.
• Photographs of the damage to the rental vehicle (and images of the vehicle before the incident if available)
• Invoices/receipts/other documents confirming the amount you have paid in respect of damage for which the car rental company or agency holds you responsible.
• Your credit card statement showing payment of the damages claimed.
• Bank account details, please provide the name and address of your bank together with the sort code and account details to facilitate the reimbursement of your claim.

You may be required, upon request, to provide a copy of your passport, driving license or proof of UK or Isle of Man residency.

STEP FOUR – PAYMENT

If and when your claim is approved, the Claims Administrator will pay the amount your claim settlement to the UK or Isle of Man bank account you have nominated. All claim payments will be made in UK Pounds Sterling.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND/OR JEOPARDISE THE PAYMENT OF YOUR CLAIM.

If you have a claim for COLLISION DAMAGE WAIVER (CDW) or SUPPLEMENTAL LIABILITY INSURANCE (SLI)

Your Car Hire Rental Company or Agency will contact the Claims Administrators directly for all claims made for COLLISION DAMAGE WAIVER (CDW) and SUPPLEMENTAL LIABILITY INSURANCE (SLI)

PLEASE NOTE:

You must give our Claims Administrator any information or help that they ask for and you must not settle, reject, negotiate or agree to pay any claim without their written permission.

No person is entitled to admit liability on our behalf or to give any representations or other undertakings binding upon us except with our written consent.

The insurer shall be entitled to the absolute conduct, control and settlement of all proceedings arising out of or in connection with claims in your name or the name of any Insured Driver.

We take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your policy is fraudulent or is intended to mislead, your right to any benefit under your insurance will end, your cover will be cancelled, and the insurer will be entitled to recover any benefit paid and costs incurred. The insurer may also inform the police.

PRIVATE CAR EXCESS INSURANCE

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

For policies purchased prior to 1st October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or via Email:specialist.claims@carcareplan.co.uk. For policies purchased on or after the 1st October 2018, please contact our Claims Administrator, Commercial and General Ltd, their details are shown below.

Claims Administrator Contact Details

Commercial and General Ltd
Marvan Court
Unit 2, Building A
1 Waldegrave Road
Teddington TW11 8LZ

Telephone: +44 (0) 20 3740 4431
Email: claims@comandgen.com

You should do this within 30 days of the date the claim under your Primary Insurance Policy occurred. If you do not, it might mean that we will be unable to pay for the excess.

Please tell them the policy reference number, which will be shown in your Insurance Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form, which you should fill in and send back to them as soon as possible.

The Claims Administrator will arrange to pay your excess to the Vehicle Repairer on your behalf.

You must also provide a copy of the settlement letter from the insurer of your Primary Insurance Policy giving details of the date of the claim incident and which clearly states the amount of the excess.

The Claims Administrator will tell you if they need any more information or documentation from you.

If for any reason the Claims Administrator fails to pay your excess to the Vehicle Repairer, you can claim back the excess from us.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM.

CLAIMS CONDITIONS – Things to keep in mind when making a claim

Right of Recovery

The insurers can take proceedings in your name but at their expense to recover for their benefit the amount of any payment made under this Certificate.

Driving Licence

The insurer will only give you the cover that is described in your Insurance Certificate in respect of any excess under a motor insurance policy if you have a current full and a valid UK driving licence, or hold a full internationally recognised licence.

Keeping to the Terms

The insurer will only give you the cover that is described in your Insurance Certificate if you comply with all its terms.

Fraudulent Claims or Misleading Information

The insurers take a robust approach to fraud prevention in order to keep premium rates down. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your cover will be cancelled and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurer may also inform the police.

HOME EXCESS INSURANCE

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

For policies purchased prior to 1st October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or via Email: specialist.claims@carcareplan.co.uk. For policies purchased on or after the 1st October 2018, please contact our Claims Administrator, Commercial and General Ltd, their details are shown below.

Claims Administrator Contact Details

Commercial and General Ltd
Marvan Court
Unit 2, Building A
1 Waldegrave Road
Teddington TW11 8LZ

Telephone: +44 (0) 20 3740 4431
Email: claims@comandgen.com

You should do this within 30 days of the date the claim under your Primary Insurance Policy occurred. If you do not, it might mean that we will be unable to pay for the excess.

Please tell them the policy reference number, which will be shown in your Insurance Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form, which you should fill in and send back to them as soon as possible.

You must also provide a copy of the settlement letter from the insurer of your Primary Insurance Policy giving details of the date of the claim incident and which clearly states the amount of the Excess.

The Claims Administrator will tell you if they need any more information or documentation from you.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM.

CLAIMS CONDITIONS – Things to keep in mind when making a claim

Right of Recovery

The insurers can take proceedings in your name but at their expense to recover for their benefit the amount of any payment made under this Certificate.

Keeping to the Terms

The insurer will only give you the cover that is described in your Insurance Certificate if you comply with all its terms.

Fraudulent Claims or Misleading Information

The insurers take a robust approach to fraud prevention in order to keep premium rates down. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your cover will be cancelled and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurer may also inform the police.

TRAVEL INSURANCE

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

For policies purchased prior to 1st October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or via Email: specialist.claims@carcareplan.co.uk. For policies purchased on or after the 1st October 2018, please contact our Claims Administrator, Commercial and General Ltd, their details are shown below.

Claims Administrator Contact Details

Commercial and General Ltd
Marvan Court
Unit 2, Building A
1 Waldegrave Road
Teddington TW11 8LZ

Telephone: +44 (0) 20 3740 4431
Email: claims@comandgen.com

You should do this within 30 days of the date the claim under your Primary Insurance Policy occurred. If you do not, it might mean that we will be unable to pay for the excess.

Please tell them the policy reference number, which will be shown in your Insurance Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form, which you should fill in and send back to them as soon as possible.

The Claims Administrator will arrange to pay your excess to the Vehicle Repairer on your behalf.

You must also provide a copy of the settlement letter from the insurer of your Primary Insurance Policy giving details of the date of the claim incident and which clearly states the amount of the excess.

The Claims Administrator will tell you if they need any more information or documentation from you.

If for any reason the Claims Administrator fails to pay your excess to the Vehicle Repairer, you can claim back the excess from us.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM.

CLAIMS CONDITIONS – Things to keep in mind when making a claim

Right of Recovery

The insurers can take proceedings in your name but at their expense to recover for their benefit the amount of any payment made under this Certificate.

Driving Licence

The insurer will only give you the cover that is described in your Insurance Certificate in respect of any excess under a motor insurance policy if you have a current full and a valid UK driving licence, or hold a full internationally recognised licence.

Keeping to the Terms

The insurer will only give you the cover that is described in your Insurance Certificate if you comply with all its terms.

Fraudulent Claims or Misleading Information

The insurers take a robust approach to fraud prevention in order to keep premium rates down. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your cover will be cancelled and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurer may also inform the police.

COMMERCIAL VEHICLE EXCESS INSURANCE

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

For policies purchased prior to 1st October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or via Email: specialist.claims@carcareplan.co.uk. For policies purchased on or after the 1st October 2018, please contact our Claims Administrator, Commercial and General Ltd, their details are shown below.

Claims Administrator Contact Details

Commercial and General Ltd
Marvan Court
Unit 2, Building A
1 Waldegrave Road
Teddington TW11 8LZ

Telephone: +44 (0) 20 3740 4431
Email: claims@comandgen.com

You should do this within 30 days of the date the claim under your Primary Insurance Policy occurred. If you do not, it might mean that we will be unable to pay for the excess.

Please tell them the policy reference number, which will be shown in your Insurance Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form, which you should fill in and send back to them as soon as possible.

The Claims Administrator will arrange to pay your excess to the Vehicle Repairer on your behalf.

You must also provide a copy of the settlement letter from the insurer of your Primary Insurance Policy giving details of the date of the claim incident and which clearly states the amount of the excess.

The Claims Administrator will tell you if they need any more information or documentation from you.

If for any reason the Claims Administrator fails to pay your excess to the Vehicle Repairer, you can claim back the excess from us.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM.

CLAIMS CONDITIONS – Things to keep in mind when making a claim

Right of Recovery

The insurers can take proceedings in your name but at their expense to recover for their benefit the amount of any payment made under this Certificate.

Driving Licence

The insurer will only give you the cover that is described in your Insurance Certificate in respect of any excess under a motor insurance policy if you have a current full and a valid UK driving licence, or hold a full internationally recognised licence.

Keeping to the Terms

The insurer will only give you the cover that is described in your Insurance Certificate if you comply with all its terms.

Fraudulent Claims or Misleading Information

The insurers take a robust approach to fraud prevention in order to keep premium rates down. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your cover will be cancelled and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurer may also inform the police.

SHORT TERM INCOME PROTECTION

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

Please contact our Claims Administrator, Trent-Services (Administration) Limited. Their details are shown below.

Claims Administrator Contact Details:

Trent-Services (Administration) Ltd
Trent House
Love Lane
Cirencester
GL7 1XD

Telephone: 01285 626020
Email: admin@trent-services.co.uk

Please notify your claim as soon as possible. You should notify your claim within 90 days after the end of your waiting period or excess period.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will send you a claim form which you will need to complete and return to the Claims Administrator as soon as possible.

The Claims Administrator will tell you if they need any more information or documentation from you.

PLEASE NOTE:

• Failure to follow these steps may delay and / or jeopardise the payment of your claim.
• Remember, you must continue paying your monthly premiums, otherwise your claim will not be valid.

GAP INSURANCE

IMPORTANT - Please do not accept a motor insurance settlement without first contacting the claims line on 0330 111 3093.

STEP ONE – CHECK YOUR CERTIFICATE

Read your Certificate first so that you are satisfied that you are covered for the claim you want to make. Read any exclusions that may apply and make sure you understand them.

STEP TWO – NOTIFY THE CLAIM

Please contact our Claims Administrator. Their details are shown below.

Claims Administrator Contact Details

Jackson Lee Underwriting
The Estate Office
Shadrack, Berry Pomeroy
Totnes, Devon
TQ9 6LR.
Telephone: +44 (0) 330 111 3093
Email: info@notifyaclaim.co.uk

Lines are open between 09.00 am and 17.00 pm Monday to Friday (excluding Bank Holidays).

You should do this before you accept an offer from your motor insurer and within 90 days of the date the claim under your Primary Insurance Policy occurred.

Please tell them the policy reference number, which will be shown on your Insurance Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The following information is required to process your claim.

• Fully completed claim form.
• Copy of your original invoice for your vehicle (if you do not have a copy of this document, please contact the dealership that you purchased your vehicle from to obtain a copy).
• Copy of your credit/finance/lease agreement (if applicable).
• Copy of your finance/lease company settlement letter (if applicable).
• Copy of your "Total Loss" settlement letter from your Insurance Company.
• Confirmation from your Motor Insurer that they have settled your claim.
• Copy of your Motor Insurance Certificate and Schedule of Cover.
• Copy of your Vehicle Registration Document (V5/V5C).
• Copies of any other documents received from your Insurance Company; Police; Any Third Party

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM. CLAIMS CONDITIONS – Things to keep in mind when making a claim.

Keeping to the Terms

The insurer will only give you the cover that is described in your Insurance Certificate if you comply with all its terms.

Fraudulent Claims or Misleading Information

The insurers take a robust approach to fraud prevention in order to keep premium rates down. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your cover will be cancelled and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurer may also inform the police.

Roadside Assistance

If your vehicle breaks down in the territorial limits (UK) please call our 24-hour Control Centre on: 0800 206 2631

If you are unable to make a connection, please contact us on 01206 714356.

For assistance in the territorial limits (Europe), call us on: +0044 1206714356

If you are deaf, hard of hearing or speech impaired, please send a text message containing your full name, policy number, vehicle registration and policy postcode to 07537 40489