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Car Claims FAQ

What is Comprehensive Cover?

This covers you for accidental damage to your car along with malicious/vandalism damage, flood damage, theft and fire damage. It also covers you for any liability you have for third party property damage and personal injury to another person arising out of the accident. It is important you refer to your schedule and policy document for full details of what is covered. 

What is Third Party, Fire and Theft Cover?

Third Party Fire and Theft covers you for damage as a result of fire, theft or attempted theft. It also covers you for any liability you have for third party property damage and personal injury to another person arising out of an accident. It is important you refer to your schedule and policy document for full details of what is covered.

What is Third Party Only Cover?

Third Party Only covers you for any liability you have for third party property damage and personal injury to another person arising out of an accident. It is important you refer to your schedule and policy document for full details of what is covered.

Do I have cover for Car Hire?

If your car is out of use as a result of loss or damage for which you are making a valid claim, we will pay for hire charges for a temporary replacement car up to a maximum of €200.  No cover will be provided for a temporary replacement car if the damage to the insured car is windscreen breakage or damage.  Please discuss this with your claims representative who will assist you. 
It is important you refer to your schedule and policy document for full details on what is covered and applicable limits. 

 

What other things am I covered for?

Depending on the type of policy you opted to purchase, you may have cover for the following:

• Personal Belongings

• Personal Accident Benefits

• Medical Expenses

• Breakdown Assistance

• Emergency Overnight Accommodation

• Motor Legal Assist Cover

It is important you refer to your schedule and policy document for full details on what is covered and applicable limits.

What is an excess?

This is the amount the insured must pay towards a claim for loss of or damage to their own car. An excess is standard on all insurance polices. 

It is important you refer to your schedule and policy document for full details on what is covered and applicable limits. 
 

How will a claim affect my No Claims Discount (NCD)?

Your No Claims Discount may be affected as a result of a claim under your policy. This will depend on the cover you opted for when purchasing your policy and whether No Claims Discount – Protected or No Claims Discount – Step-Back applies.

Please check your Schedule to confirm what cover applies.

No Claim Discount Protected

NCD Protection allows you to make one claim within a consecutive three year period without affecting the No Claim Discount.

If you make two claims under this Policy during a consecutive 3 year period, we will reduce any previously earned No Claims Discount at the next renewal as shown below:

No Claims Discount

No Claims Discount Reduction

6 years discount

Reduced to 4 years

5 years discount

Reduced to 3 years

4 years discount

Reduced to 2 years

3 years discount

Reduced to 1 years

Less than three years discount

Reduced to Nil

 

No Claim Discount – Step-Back

If you have No Claim Discount – Step-Back, the No Claims Discount will be reduced at the next renewal as shown below:

No Claims Discount

No Claims Discount Reduction

6 years discount

Reduced to 4 years

5 years discount

Reduced to 3 years

4 years discount

Reduced to 2 years

3 years discount

Reduced to 1 years

Less than three years discount

Reduced to Nil

 

How will the claim affect my premium?

Your premium may not be affected however if there was to be an increase in your premium it would only be applied at renewal stage. The increase in premium could depend on a number of items, for example:

• the value of the claim

• previous claims

• type of cover

• no claims discount entitlement

What number should I call to report the claim?

In the Republic of Ireland            1890 200 123
Outside the Republic of Ireland    00353 (0)1 199290
 

Who will help me process my claim?

During normal office hours, you will be assisted by a member of our dedicated 123.ie claims team. 
Outside normal office hours, a member of our after hours team will help you until the office reopens and one of our dedicated 123.ie claims staff will contact you then. 
 

What type of information will you need from me?

• Time and date of the accident

• Name and contact details of other people involved in the accident

• Details of drivers involved

• Details of vehicles involved in accident and damage as a result of the incident

• Name and reference number of the insurers of the other people involved

• Name and contact details of any witnesses, if applicable

• Name and contact details of Gardai, if they attended the scene

How does the claim process work?

Please refer to Claim Process section on our website.

What documentation will you need from me?

We need you to complete an Accident Report Form which will provide us with information important to the claim. We also require a copy of the front and back of the Driving Licence for the driver involved in the incident. The Driving Licence is needed to enable us to confirm important cover information. Any additional documentation requests will be explained to you by your claims representative.

How will you communicate with me?

We can communicate by phone, post and email. You may also receive text messages to update you on the progress of your claim. Your claims representative will be able to update you on the progress of your claim at any stage. 

Can you recommend a garage I can use to repair my vehicle?

 A garage from our panel of Recommended Repairers can repair your car for you. Our Recommended Repairers offer a three year warranty on parts and a free collection/drop off service. They will provide you with a quick, efficient service and we can make payment directly to the garage. Click here to find your nearest Recommended Repairer.

What can I do about a replacement car?

If you are entitled to a replacement car, we deal with a car hire company, Enterprise Rent A Car, who provide replacement hire vehicles. They are located nationwide. Your claims representative can explain the hire process further for you.

Will you inspect my vehicle and how long will it take?

We will instruct a Motor Assessor to inspect the damage to your car. He will contact you within two working days of being appointed by the claims handler. 
It normally takes the Motor Assessor two working days to send us a report. We will contact you when we view the report. 
 

When can the repairs start?

It’s important that you report the claim to us prior to any instruction to commence repairs is given. We will arrange for a motor engineer to inspect the damage to your vehicle. However, it is not necessary to hold up repairs awaiting this inspection. You should discuss this with your claims representative.  

What if my car is not repairable?

If your car cannot be repaired you will receive payment for the value of the car. This is calculated using the market value of the vehicle prior to the accident. The policy excess and the salvage value of the car from after the accident will be deducted from this payment. Please note that payment will not exceed the amount the vehicle is insured for. 

Pre Accident Value (PAV) - This is the market value of your vehicle immediately prior to your accident. The main factors that have an impact on the value of your car are as follows: NCT, mileage, make and model of the car, specifications and service history. 

Salvage Value - Salvage value is the value of the car in its damaged state after the accident. The value of your salvage is deducted from your claim settlement if your vehicle is deemed a write off by our appointed Motor Engineers.

How does the salvage process work?

The vehicle is advertised and bids are obtained from salvage agents. The salvage figure is then determined by the highest bid. 
If you opt to sell your car to the salvage agent we find, you deal directly with the salvage dealer in relation to the sale of your car. In such case, you need to give the salvage dealer your Vehicle Registration Certificate and the salvage dealer will pay you the agreed salvage amount. 
It is your decision whether or not to sell your damaged vehicle to this salvage agent. If you choose not to sell your vehicle to the salvage agent, the salvage amount will still be deducted from your settlement. 
 

Who pays the repairer?

If you used one of our Recommended Repairers, they will bill us directly for the cost of repairs. You will be asked to sign an authority to pay form to confirm you are happy for payment to be issued directly to the repairer. 
If you have chosen an alternative repairer, payment will be issued to you on receipt of the approved Final Account. 
All payments issued will be subject to the applicable policy excess. 

How long will it take to settle my claim?

We aim to settle all claims as quickly as possible. All requested documentation should be sent to us as soon as possible to ensure there are no unnecessary delays.

If there is another party involved what do I do?

If the other party is claiming from you then refer them to us.
If you receive any correspondence from the other party or their insurers please forward it to us and we will respond on your behalf. Please ensure to put your claim number and/or policy number on all documentation you send to us. 
 

What happens if there is a dispute on who was at fault?

If there is a dispute on liability we will arrange for a full investigation. 
If you have names of any witnesses or attending Gardai please ensure you provide details to us as we may need to contact them. 
 

What happens if the other person was at fault?

If we settle the claim under your policy, we will then pursue recovery of outlays from the other person/insurers.

Can I claim directly against the other person?

Yes you can, it is for you to decide whether or not to pursue the other person directly. Normally their insurer will get involved at the earliest stage. If you require any information on what steps to take, then please ask your claims representative. It is your obligation to report the accident to your insurer as soon as possible.

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