Van insurance - Claims and emergencies

• How do I report a windscreen claim?

  You can report a windscreen claim directly with Autoglass or call us on 03458 28 28 23. Please make sure you have your policy number at hand.

• Do I have to report every incident or claim?

  Yes, you should report any incident which may result in a claim. Even if you're not sure whether a claim will be made on your policy. Incidents reported to us that don't result in a claim, won't impact your no claims discount.

  You can complete our online claims form to notify us about a claim or an incident.

• What is an accidental damage claim?

  An accidental damage claim is typically where the policy holder will claim for costs to cover accidental damage to their vehicle under their Motor or Van Insurance policy.

  You will find more information in your policy booklet.

• What should I do if someone wants to report a claim against my policy?

  You or your legal representative must give us full details within 48 hours of any event which could lead to a claim under this policy. To report a claim complete our online claims form or call the claims helpline 03458 28 28 23

  You must also immediately send us any letters and documents you receive in connection with the event without replying to them. If there is another car involved you should swap details with the other driver. Never accept liability without discussing with your claims handler.

• Can someone else discuss my claim on my behalf?

  We won't discuss your claim with anyone else without your permission.

  To give another person permission to discuss your claim on your behalf, please call us on 03458 28 28 23 and one of the team can help you.

• Can you settle a claim without my agreement?

  We'll always try to work with you to settle your claim to your satisfaction.

  To help us with your claim, you must give us or our appointed representative any information or documentation required to investigate the claim.

  In the event where we can't reach agreement, we may take over and deal with the defence or settlement of any claim for you or the driver.

• What do I do if my van was stolen?

  If your van is stolen, the first thing you should do is notify the local law enforcement authority. Once you have informed them about the incident, you should contact our claims department as soon as possible.

  You can make a claim online or call us on 03458 28 28 23.

  Either way, a member of our team will be on hand to help you with your claim.

• What is a third party claim?

  A third party claim is is where a person claims for damage caused to their vehicle, property, or injury as a result of an accident caused by another person.

  You will find more information in your policy document.

• What do I do if my van is involved in an accident?

  If you're involved in an accident, once you've reported the incident to the appropriate emergency authorities, you should report the incident to us on 03458 28 28 23 or complete our online claims form.

  A member of our dedicated team will record the details of the accident, even if you were not at fault or have decided not to make a claim through your insurance.

  For more information on what you should do in the event of a claim see your policy booklet.

• What is a theft claim?

  A theft claim is where you make a claim on your policy if your vehicle has been stolen or there’s been an attempted theft of your vehicle.

  If your car or van is stolen, you should contact us on 03458 28 28 23 as soon as you can to report the incident. You must also tell the appropriate law enforcement authorities.

  You will find more information in your policy document.

• What do I do if my van is a write off?

  If your van has been involved in an accident, you should notify us as soon as possible. To make a claim, you can either fill out our online claims form, or you can contact our claims team directly on 03458 28 28 23.

  Once we have investigated your claim and determined whether or not your vehicle is a write off we will then either replace your vehicle or pay the market value of your van minus your excess.

  For more information on what to do when your van is written off you can read your policy documents.

• What can I do if I lock myself out of my van?

  We understand that sometimes the most unforeseen circumstances can occur. One of these occasions is finding yourself locked out of your van. With our Motor Rescue optional extra, you can have peace of mind that we are here to help.

  If you find yourself locked out of your van, simply contact our motor rescue team on 03458 28 28 23, we can send out an AXA approved technician to help get you back on the road.

  For more information about what is covered under our Motor Rescue and how this impacts you if you’re locked out of your van, see your policy booklet.