Make a Claim

Please call the dedicated Claims team at Assurant on 0333 009 1700 with as much information as possible, including:

• Policy number
• Name, address, phone number and email address of policy holder

If you think that you have a fault that may be covered by this insurance, you must contact the administrator in the first instance.

Telephone number: 01143 219877.

The claims department is open 9:00am to 5:00pm Monday to Friday.

The administrator will require the following information, so please have this to hand when telephoning:

• your policy number and registration number of your insured vehicle;
• current mileage on your insured vehicle; and
• your insured vehicle’s service history.

You will need to take your vehicle to a repairer. The administrator has a nationwide network of nominated repairers who are familiar with the administrator’s claims and billing procedures. The administrator shall recommend these repairers wherever possible.

If a suitable nominated repairer cannot be located the administrator will agree a suitable local alternative with you. You should then take your vehicle to the repairer and give them your permission to investigate the fault.

The repairer should then contact the administrator to discuss their findings and obtain our permission to carry out the repair.

No repairs can be carried out without the administrator’s permission as evidenced by an authorisation number.

When the administrator authorises a claim it will do so by issuing a unique claim authorisation number to your repairer. Repairs must not be started until the administrator has given this number to you or your garage.

The customer is free to use a garage of their choice, the level of cover that they choose will dictate the labour rate the cover can assist with on a valid claim.
Please be aware if a claim is authorised, it would be the garage’s decision if they would accept payment from the underwriter, so we advise checking that with the garage before works begin.

If the Vehicle shows signs of fault or imminent failure DO NOT continue to use it. This may aggravate the problem and cause greater damage which this policy does not cover.

Your nominated repairer must find the cause of the problem and verify if it is covered by this warranty. Please note that We will not pay for any stripping down of the Vehicle or parts to determine the cause of the failure unless We accept that there is a valid Claim.

If it is believed that the failure of the component is covered under this warranty You should report this to Us immediately and in any event within a maximum of seven days.
You must obtain authority from Us before commencing any repairs. Policy liability is conditional on the terms and conditions of this warranty being adhered to and in particular compliance with the servicing and/or maintenance requirements for the Vehicle.

Once the problem has been determined, You must, preferably with Your repairer on hand, telephone Our Claims department on 03432 271499. Our working hours are 9am – 5pm, Monday to Friday, excluding bank/ public holidays. When You call the following information will be required:

• Your policy number and Your name and address.

• Details of Your Vehicle to include the recorded mileage.

• An explanation of the problem, its cause and the estimated repair cost.

• Where the failure has been confirmed by the garage on a diagnostic machine, the fault codes must be submitted as supporting evidence.

The ongoing procedure to follow for all warranty claims

1. Approved repairs must be completed within 30 days of the approval date. If there is a delay for any reason We must be notified.
2. On completion of the repairs, please immediately send the following documents to Us:

a. The repairer’s VAT invoice, which must quote the Claim number, Vehicle details, mileage, and details of who to pay.

b. Any supporting documentation requested by Us such as the signed Claim form and proof of payment for the repair.

3. All relevant Claim documentation must be received by Us within 14 days of completion of repairs (28 days if the Incident was outside of the UK). Where such documentation is received by Us beyond this period Your Claim will be subject to review in terms of the reason for delay and it shall be at Our discretion to accept such Claim.
4. Once all supporting documents are received We will reimburse You or the repairer, subject always to the terms and conditions of the policy. Reimbursement of any payments You have made for repairs outside of the UK will be at the exchange rate current at the time of the repair.
5. Where the policy premium is being paid by instalments, when a Claim has been approved, any remaining balance of premium due will need to be paid before the Claim can be settled.
6. Approved Claims are paid by bank transfer to the agreed payee so please include either Your or the repairers bank details as appropriate when sending in Your documents.
7. If Our payment is to be made direct to the repairer, any balance in excess of Our Claim payment, must be paid by You directly to the repairer.

The procedure to obtain authorisation for a warranty claim

Following Your initial contact with Us the following procedure shall apply in the UK.

You must send to Us at claims@autoguardwarranties.com full particulars of the service history of the Vehicle to include all servicing documents and relevant invoices and where applicable its MOT certificate.

We may approve repairs immediately, call for other estimates, nominate another repairer, investigate the Claim further, or appoint an independent assessor to inspect the Vehicle and or the failed components. Please note, that Our approval of the work does not constitute an acceptance by Us of liability under this policy if any enquiries that We might reasonably make regarding Your Claim have not been completed, for example, if We have not received all of the required documentation from You.

When repairs have been approved by Us a Claim number will be issued. No work can be considered as approved by Us without a Claim number being issued. On issue of Your Claim number a Claim form will be sent to You for signature.

If the claim occurs within the EU then upon Your return to the UK, You must send to Us at claims@autoguardwarranties.com full particulars of the service history of the Vehicle to include all servicing documents and relevant invoices and where applicable its MOT certificate.

To make a claim, please contact the claims phone line, email or via post with details of your policy and claim; please provide the full name associated with your policy and policy number, which can be found on your policy documents.

Phone: 0161 3939907
Email: valid8admin@davies-group.com
Postal address: Financial & Legal Insurance Company Ltd, 5400 Lakeside, Cheadle Royal Business Park, Cheadle, Cheshire, SK8 3GQ

To make a Claim, within 30 days of the incident, you should complete the online claim form at www.mbginsurance.co.uk.

Completing the claim form will provide us with all the necessary information that We require in order to quickly process Your claim. Please note that failure to provide all information at this point may mean that We will not be able to process Your claim.

Alternatively, You may contact the Claims Administrator during office hours: 9am – 5pm Monday – Friday on 0191 258 8127

Alternatively, please write to:

Mechanical Breakdown & General Insurance Services Ltd

Cobalt Business Exchange

Cobalt Park Way

Newcastle

NE28 9NZ

Please note – Diamond Cut Alloy Wheels Repairs For Diamond cut Alloy Wheels, it may be necessary for the Alloy Wheel to be removed from the Vehicle and sent to a specialist repairer for repair, this process can take up to 10 working days. In these circumstances this insurance policy does not provide cover for any other costs incurred whilst the Alloy Wheel is being repaired.

Malicious Damage, Unauthorised or Out of Hours Repairs Occasionally You may require emergency assistance out of hours and will be unable to contact the Claims Administrator to obtain a claim authority number. Under these circumstances or where the Repairer refuses to wait for payment from Us, You will need to settle their invoice and claim reimbursement from Us. You must request that the retailer retain the Damaged Tyre(s) until the end of the next working day to allow inspection by an independent engineer should this be necessary. It is Your responsibility to ensure that the Damaged Tyre(s) are available for inspection and failure to do so may invalidate Your claim. Subject to the above, if You have paid the Repairer We will reimburse You up to a reasonable Repair or Replacement Cost if You send the Claims Administrator the information as detailed above under “How to Claim”.

When You Collect Your Vehicle After repair, check that all work has been properly completed. If You are aware the repair is not satisfactory do not sign any satisfaction note and advise the Claims Office as soon as possible.

Note: We do not accept responsibility for faults in workmanship or materials in repairs paid for by Us on Your behalf.

Please contact the Claims Handler as soon as you become aware of accidental or malicious damage: –

•  by telephone on 01926 622 660

You will be asked to complete the claim form, ensuring any sections to be completed by others are filled in.

The Claims Handler will provide you with instructions on who to submit the claim form to and how.

Please note: –

•  The Claims Handler will require photographs of the damage in order to assess your claim, so please provide clear photographs.
•  Where your Tyre or Alloy Wheel has suffered Malicious Damage, you must obtain a crime reference number from the police and provide this to the Claims Handler.
•  The claim form and any other information the Claims Handler may reasonably require must be received within 30 days of the damage.

How to make a claim on policies bought from November 2023

Contact the Administrator as soon as you become aware of an incident that has resulted in damage:

• by telephone on 0161 388 5452 or
• by emailing claims@connect-admin.co.uk

Complete the claims form, ensuring any sections to be completed by others are filled in.

The administrator will provide you with instructions on who to submit the claim form to and how.

Please note:

• The administrator will require photographs of the damage in order to assess your claim
• Where your tyre or alloy wheel has suffered malicious damage you must obtain a crime reference number from the police and provide to the administrator
• The claim form and any other information the administrator may reasonably require must be received within thirty (30) days of the date of loss.

Step 1

Contact the Administrator as soon as you become aware of an incident that has resulted in damage: –

• by telephone on 0114 551 2910; or

• by emailing: AIBclaims@spectrumcover.co.uk

Step 2

Complete the claim form, ensuring any sections to be completed by others are filled in.

The Administrator will provide You with instructions on who to submit the claim form to and how.

Please note: –

• The Administrator will require photographs of the damage in order to assess Your claim.

• Where Your Tyre or Alloy Wheel has suffered Malicious Damage, You must obtain a crime reference number from the police and provide this to the Administrator.

• The claim form and any other information the Administrator may reasonably require must be received within thirty (30) days of the Date of Loss.

Points to note about the claims process:

The Administrator will appoint an Approved Repairer who will be responsible for completing the necessary work in the event of a successful claim.

We reserve the right to subject the Vehicle to an independent assessment.

For Tyre claims You must pay for the repair or replacement in the first instance and send the Claims Handler a copy of the relevant invoice along with Your claim form.

We, the Administrator, may obtain and share information concerning any claim you may make against this Policy with the Policy Retailer of the Vehicle or any Approved Repairer, for the purposes of administering Your Policy and claim.

To make a claim, please contact the claims phone line, email or via post with details of your policy and claim; please provide the full name associated with your policy and policy number, which can be found on your policy documents.

Phone: 0161 3939907
Email: valid8admin@davies-group.com
Postal address: Financial & Legal Insurance Company Ltd, 5400 Lakeside, Cheadle Royal Business Park, Cheadle, Cheshire, SK8 3GQ

Complete the online claim form at www.mbginsurance.co.uk or call 0191 258 8127 with as much information as possible, including:

• Policy number
• Name, address, phone number and email address of policy holder

Contact the Claims Handler as soon as you become aware of an incident that has resulted in damage: –

•  by telephone on 01926 622 660

The Claims Handler will provide you with a claim form.

Complete all sections of the claim form and return it to the Claims Handler, as advised on the claim form.

Please note:

• The Claims Handler will require photographs of the damage in order to assess your claim.
• For Minor Cosmetic Damage you are required to include evidence of the diameter of the damage by using a ruler when taking the photographs.
• The claim form and any other information the Claims Handler may reasonably require must be received within 30 days of the incident.

If it isn’t, the claims handler will attempt to assess your claim however it may be difficult for them to investigate and settle your claim adequately.

How to make a claim on policies bought from November 2023

Contact the Administrator as soon as you become aware of an incident that has resulted in damage:

• by telephone on 0161 388 5452 or
• by emailing claims@connect-admin.co.uk

The administrator will provide you with a claims form. Complete all sections of the claims form and return it to the administrator as advised on the claim form.

The administrator will provide you with instructions on who to submit the claim form to and how.

Please note:

• The administrator will require photographs of the damage in order to assess your claim
• For minor cosmetic damage you are required to include evidence of the diameter of the damage by using a ruler when taking photos.
• The claim form and any other information the administrator may reasonably require must be received within thirty (30) days of the incident date.

If it isn’t the administrator will attempt to assess your claim however it may be difficult for them to investigate and settle your claim adequately.

Step 1

Contact the Administrator as soon as You become aware of an incident that has resulted in damage: –

• by telephone on 0114 551 2910; or

• by emailing: AIBclaims@spectrumcover.co.uk

Step 2

The Administrator will provide You with a claim form.

Complete all sections of the claim form and return it to the Administrator, as advised on the claim form.

Please note:

• The Administrator will require photographs of the damage in order to assess Your claim. For Minor Cosmetic Damage You are required to include evidence of the diameter of the damage by using a ruler when taking the photographs.

• The claim form and any other information the Administrator may reasonably require must be received within thirty (30) days of the Incident Date.

If it isn’t, the Administrator will attempt to assess Your claim however it may be difficult for them to investigate and settle Your claim adequately.

Points to note about the claims process:

The Administrator will appoint an Approved Repairer who will be responsible for completing the necessary work in the event of a successful claim.

We reserve the right to subject the Vehicle to an independent assessment.

Where We authorise a contribution towards a Bodyshop Repair, You must pay for the repair in the first instance and send the Administrator a copy of the relevant invoice.

We, the Administrator, the Supplying Dealer and the Policy Retailer may obtain and share information concerning any claim You may make against this Policy any Approved Repairer, for the purposes of administering Your Policy and claim.

The quickest and easiest way for your customers to make a claim is online at:  https://theoxfordclaimscompany.co.uk/make-a-claim/

For anyone without internet access, claims can also be logged by telephoning 01865 745566

For any claim’s enquiries, the customer contact email is claims@theoxfordclaimscompany.co.uk

For policies bought after February 2026:
To register a new claim, contact Cycler using the details below:

Email: hello@cycler.co.uk
Phone: 01206688097

Make sure to have your policy number ready when registering the claim. Please check your policy to make sure you are covered before you get in touch.

How to make a claim

If you need to claim on your policy, we will require some documentation and evidence to proceed, so please first of all ensure you have all of the below ready before you proceed:

1. Evidence of your settled claim, showing this has been settled with your motor insurance provider and stating you were at fault for the incident:
2. Evidence of the excess amount you paid to your motor insurance provider following the claim settlement;
3. The certificate of insurance or policy schedule / you paid the excess under;
4. Your policy schedule for this policy; and
5. The scheme reference code for this policy, provided at the top of this document.

When contacting us, please make sure you clearly quote the name of this product and where you purchased it from, so that we can assist you more quickly.

Once you have all required evidence as explained above, you can make a claim online 24/7 on our portal by visiting:

https://www.excessclaim.co.uk/

You will be able to register your claim through a guided process in a few simple steps. If you need to save your claim and come back to it, you may also do this.

Alternatively, if you prefer, or need further support, you may email us on excess@axa-assistance.co.uk or call the claims line on 01737 334064.

Our agents will advise you of what documents we will need you to send us in support of your claim, we are open Monday to Friday 9am to 5pm.

Please note that this process can take longer than submitting your claim online.

Please note that claims under this policy can only be made by you as the policyholder.

Our agents may ask you for further information if necessary. Please make sure you follow all instructions and provide all evidence requested, or this may result in delays to your claim being processed.

Please contact the Claims Handler as soon as You become aware of a potential claim: –

• by emailing claims@defendinsurance.co.uk
• by website www.defendinsurance.eu/excessclaim/
• by telephone: 01614514803

Return all required information to the Claims Handler: –

• Evidence the excess amount has been paid to your motor insurer following your claim
• Evidence that your claim with your main insurer has been settled stating that you were at fault
• Certificate of motor insurance policy that you have paid the excess on.
• The policy schedule of motor excess protection policy or documentation detailing excess cover

Please note that information the Claims Handler may reasonably require must be received within ninety (90) days. If it isn’t, the Claims Handler will attempt to assess Your claim however it may be difficult for them to investigate and settle your claim adequately.

How to get help if you have broken down and need assistance:

• Breakdowns in the UK Call 01245 408 492 or 0330 123 0724 If you have hearing/speech difficulties, you can use our SMS text messaging service on 07860 057 893.

• Breakdowns in Europe Call 01245 408 480 or 00 33 426 737 952