How to make a claim - QBE

How to makea claim

How to make a claimEarly reporting 1Methods of reporting a claim 2Policy coversComprehensive cover 3Non-comprehensive cover 3Legal expenses 3Broken windscreen or other glass 3Theft or attempted theft 4Accidents abroad 4Claims servicesApproved repairer scheme 6Courtesy cars 6Windscreen/glass service 7In car entertainment 7Total losses 7Legal expenses – personal injury 7Scene of Accident Information Form 7How else can we help you? 8Please don’t delay -report same day

How to makea claimIf you have been involved in any typeof motoring incident; accident, fire,theft, vandalism or windscreen, pleasetell us quickly even if your vehicle hasnot sustained any damage or you donot have a comprehensive cover.Early reportingPlease don't delay, report all incidents tous on the same day wherever possible.This is important because current regulationmeans that we must respond to certainclaims against our policyholders withinlimited timeframes, in accordance withprescribed protocols. If we are not notifiedof new claims quickly, we may be at risk ofcost penalties, which in turn could impacton the cost of handling the claim.If we are notified of new claims quickly,preferably the same day of the incidentor within the first 24 hours of the incidentoccurring, we will be able to handle theclaim pro-actively and ensure that the costof the claim is fully controlled.This will ensure that the claims experienceagainst your policy record is minimised.QBE – How to make a claim 1

You can report claims to us by phone,online, email or fax transmissionMethods of reporting a claimEarly reporting of accidents is an essentialrequirement for Insurers to control theclaims process and costs. QBE thereforerequire assistance from all Brokers, FleetManagement Companies and Policyholdersto ensure that accidents are reported to uswith minimal delay.Free phone (our preferred method)Commercial Fleet: 0808 100 8181Car Fleet: 0800 678 3030Stafford (Mini Bus Plus): 0800 389 1708You can call us 24/7/365* and our incidentco-ordinator will record details of the incidentand in office hours we will advise you of the:-• Claims reference number• Details of the policy cover pertaining tothe reported incident• Policy excess levels• claims handling process and answer anyquestions you may have.You will be asked for a daytime telephonenumber as we may need to contact you.* Outside normal office hours your call will beanswered by our out of hours answering service.Online:www.QBEeurope.com/motor/claims/report_speed_claim.htmlOur online Speed Report Form is quick andeasy to complete and submit. When you clickthe submit button we will acknowledge yourclaim immediately by email and you can viewand print the questions we have asked andthe answers you have provided for you tostore in either hard or soft copy.By reporting quickly online we can beginthe claims handling processes immediatelyand control the claims costs as efficientlyas possible.Email:newclaim.motor@uk.qbe.comWe will acknowledge your claim quickly andproceed accordingly on your behalf.Fax:+44 (0) 1245 272 585Again, we will acknowledge your claimquickly and proceed accordingly on yourbehalf.Reports by Third Parties:Where we receive notification of an accidentfrom the Third Party, or their representative,we will make every effort to contact you, orthe Policyholder, to seek a report of theaccident. In cases where the accidentcircumstances appear straightforward, it isour intention to attend to the third party claimas quickly as possible. It may be necessary todo so without confirmation from you or thePolicyholder, but only where our contactattempts are unsuccessful.2 QBE – How to make a claim

Policy coversComprehensive coverIf you have comprehensive cover and wantto take advantage of our approved repairerscheme we will immediately arrange for yourvehicle, if immobilised, to be collected fromthe scene of the accident by an approvedrepairer. The repairer will assess the damage,compile an estimate and submit electronicallywith digital images of the damage, to anengineer. At the same time, the repairer willorganise a courtesy car for you.If your vehicle is mobile, then an approvedrepairer will be selected and they will contactyou within 48 hours to make arrangementsto repair the damage. When arrangementsare being made with the approved repairer,it is important for you to discuss with themhow any applicable excess and VAT that you(or your employer) are liable for will be paid.If you would prefer not to have your vehiclerepaired by one of our approved repairers,please make this clear when reporting theincident. You will need to obtain analternative repair estimate and submit itto us as soon as possible.Non-comprehensive coverIf you have third-party, fire and theft orthird-party only cover, the approved repairerscheme could still be made available to you.You would have to meet the full cost ofrepairs and make arrangements with therepairer direct but, you would enjoy the samebenefits, i.e. competitive labour rates and acategory A courtesy car. If you wish to makeenquiries please contact us for guidance.Legal expenses – personalinjuryIf you have arrangements in place with yourinsurance broker please follow the advice thatyou have been given. Otherwise please notethe following:• If you and/or a passenger travelling inyour vehicle (insured with us) has beeninvolved in an incident and you considerthat another party was responsible forthe incident and any injuries sustainedplease notify us as soon as possible bytelephoning 0808 100 8181 quotingmaster policy number 36520.• This section of our policy cover is definedas a Before the Event (BTE) cover andwe will take all relevant details, validatethe claim and liability for the incident andcommence the appropriate recoveryprocesses by instructing our panelsolicitor to act for you where it is agreedthat there are reasonable prospects forrecovery of the damages suffered.• If your policy wording and scheduleprovides for full legal expenses andadvice - uninsured loss recovery, youcan report your claim on the sametelephone number and all claims shouldbe reported as soon as possible so thatwe can act quickly.Please refer to the policy wording for fulldetails of the duties of the insured in theevent of a claim or potential claim.Broken windscreenor other glassYou can also telephone 0808 100 8181,24 hours a day, for all broken windscreenor any other glass claims. Selection ofoption 2 will direct you to our recommendedglass specialist, who will, if the damage iscovered by your policy, carry out thereplacement, or if agreed, the repair workimmediately. No claim form will be required,but you will be required to pay any policyexcess to the specialist direct at the timethat the work is carried out, along with VAT(if applicable). You will be required to showthe specialist your certificate of insurancefor the vehicle.Following any glass damage, you must actquickly and call this number, as damage candeteriorate and may make a prospectiverepair impossible.QBE – How to make a claim 3

Theft or attempted theftIf your vehicle is involved in any type oftheft, for example stolen and unrecovered,stolen but recovered, broken into or anattempted theft, you should still ring0808 100 8181 to report the incident. Wewill liaise with the police on all cases, soplease ensure the incident has also beenreported to them. We will need the addressof the police station and a crime referencenumber. If your vehicle has been stolen butnot recovered, please report the loss to us asquickly as possible and we will complete ourenquiries and the claim processes as quicklyas possible.If your vehicle has been recovered but isdamaged, then providing you have adequateinsurance cover (comprehensive or thirdpartyfire and theft) and you wish to takeadvantage of our approved repairer scheme,our approved repairer will make contact withyou.Accidents abroadTo ensure that you have access to assistancewhen using your vehicle outside of the UnitedKingdom and the Republic of Ireland, wehave agreements with overseas claimshandling partners who will provide fullaccident assistance on your behalf.Our agents are highly respected andspecialise in providing early assistance. Yourcall will be answered in English and highlytrained multilingual staff will be available toprovide immediate help or advice.When and how toget help abroadYou can get help if you cannot continueyour journey because:• your vehicle has been involved inan accident and is immobile• your vehicle has been stolen and eitherhas not been recovered or has beenrecovered having suffered damagerendering it immobile• you need legal assistance to providebail or security to a court to have youor your vehicle released from detentionby the authorities• your vehicle has been involved inan accident in which serious injurieswere sustained.If you are involved in an accident abroad,you may be asked to sign a form entitled“Constat Amiable D’Accident Materiel”(Agreed Statement of Facts). The purposeof the form is to facilitate an exchange ofinformation and if possible an agreementover the circumstances.You are under no obligation to sign this butif you do, particularly if its contents are notfully understood, you should do so onlysubject to the proviso (in English), “I do notaccept any responsibility for this accident.”Please ensure you provide full details of thetravel insurance you will have also taken out.Full details of our agents will be providedby our underwriters when requesting coverto travel abroad and our Foreign AgentsDirectory can be obtained by contactingus at our Chelmsford office at the addressshown at the back of this brochure.4 QBE – How to make a claim

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Claims servicesApproved repairer schemeWe have a panel of approved repairersthroughout the United Kingdom, chosennot only for their high standard of repair workbut also for their commitment to providing aquality service. This includes collection andredelivery of your vehicle if needed.Approved repairers are authorised to beginwork immediately, though an engineermay have to inspect the vehicle first if thedamage is severe. To ensure no delaysoccur, most repairers will take digital imagesof the damage and electronically submitthem to the engineer for approval. All repairwork is guaranteed* for three years.*The repairer undertakes to rectify free of chargeto you any defect in the repair work carried outby the approved repairer on your vehicle for aperiod of three years commencing on the dateof the completion of the repair, with the exceptionthat defects relating to manufactured parts willbe rectified under the terms of the manufacturer’sguarantee. Your rights in law are not restrictedby this agreement. This guarantee does not applyto repairs to windscreens or in-car entertainmentequipment.This service is available to all policyholderswho hold comprehensive cover; all you willhave to pay is any applicable excess and VAT.You are not obliged to use this service.If you prefer, submit a repair estimate from arepairer of your choice. However, the labourrates we have agreed with our approvedrepairers are extremely competitive and youmay not enjoy the free use of a courtesy carif the vehicle is repaired elsewhere.TrackingWe understand how important your vehicleis to you. Our tracking system will ensurethat progress of all repairs is continuouslymonitored, ensuring your vehicle is fullyrepaired as quickly as possible.Your fleet manager can request access toour online tracking system, which will enablethem to view images of the damage, checkthe repair costs and dates for collection,repair and return of the repaired vehicle.Courtesy carsIf your vehicle is to be repaired by one ofour approved repairers, we can arrangefor you to have free use of a courtesy car,while the repairs are being carried out.The purpose of the courtesy car is to keepyou mobile. It will be a small (category Aor grade 1) vehicle. Although it will be ingood condition, it is not intended to be areplacement for the vehicle which has beendamaged. It may be possible to providea replacement courtesy van subject toavailability and limited use.Should you require a vehicle similar to thedamaged one, our recommended accidentmanagement company may be able to offera suitable replacement vehicle at competitivehire rates. This would be at a cost to you.If this is a requirement, please contact yourfleet manager.If the damage to your vehicle results in itbeing declared a total loss after a courtesycar has been made available to you, thenthe courtesy car must be returned at therepairer’s request.6 QBE – How to make a claim

Windscreen/glass serviceWe offer a 24-hour glass replacementservice. If the damage is covered by yourpolicy, you will only be required to pay theglass specialists any policy excess whichapplies and VAT if applicable (unless subjectto operative limit endorsement). We will paythe balance of the account direct.If your windscreen has suffered only minordamage, that is not in the driver’s line ofvision, we are able to offer a windscreenrepair service. The repair service helps toreduce the cost of windscreen claims fallingagainst your claims experience. This serviceis subject to policy cover and any applicableVAT and policy excess.Repairs can be undertaken only in suitablecases, after a safety inspection has beencarried out. You must act quickly by callingour new claim line, as damage candeteriorate, making a repair impossible.In-car entertainmentWe are able to arrange for any damagedaudio equipment to be repaired or replacedif damaged beyond repair or stolen.Contributions may be asked for if theequipment is more than two years old, andrepair or replacement is subject to policycover and any applicable excess and VAT.Total lossesA vehicle is declared a total loss if the repaircosts will exceed the vehicle’s market value,taking into account any salvage value.An independent engineer will generally beinvolved in such cases. It is important weare told who owns the vehicle, as fleetvehicles are often on contract hire or leaseagreements or under some other formof finance.In these cases, we will require the financehouse's:• full name• address• agreement number• contact name and telephone numberAll vehicle documents including purchasereceipt, Vehicle Registration Certificate(V5C), MOT certificate (if applicable) andservicing/maintenance receipts should besent to us as quickly as possible. We arenot able to provide you with a courtesy caronce your vehicle is known to be damagedbeyond economical repair.Legal expenses – personalinjuryIf you feel that you have a valid claimfor injuries sustained in an accident thatwas caused by somebody else please tellus as soon as possible by telephoning:0808 100 8181.All claims are managed by Lawclub on ourbehalf and we will provide instructions toour panel solicitor as quickly as possible.They will contact you straight away todiscuss the circumstances of the incidentand where they agree that there is areasonable prospect of success they willinitiate the claim on your behalf. If you havea full legal expenses and advice – uninsuredloss recovery policy cover with us then oursolicitor will also discuss and take details ofall other uninsured losses (such as policyexcess and replacement vehicle hire).If you are in any doubt about this serviceor your policy cover entitlement and requirefurther advice, please call us on the abovenumber as quickly as possible.Scene of accidentinformation formYou will find this form in the back of thisbrochure.It is a size A5 four sided document designedto be separated into two sheets along theperforated edge. This then provides two A5double sided sheets allowing completion ofthe relevant details on one side and importantinformation for your driver and the otherparties involved on the other side.ImportantPlease use this form at the scene of anaccident to provide the other parties withyour details (sheet 1) and record full detailsof the other parties involved (sheet 2).Ask the driver of the other vehicle(s) involvedto sign the part of the form that you retain.This will then confirm to us that the otherparty has been provided with the informationon sheet 1.Sheet 1 states:To be completed by the driver of the insuredvehicle and given to the other parties involved.Instruction:Please complete the form with your detailsand provide the form to the other partiesinvolved. Please ask the other party to signyour part of the form to confirm that theyhave received this information.Sheet 2 states:To also be completed and retained by thedriver of the insured vehicle and sent to fleetmanager to send to the insurer immediately.Instruction:Please complete this sheet with your detailsand the details of the other parties involvedand submit to your manager (fleet drivers)or insurance broker immediately.QBE – How to make a claim 7

How else canwe help you?QBE is one of the UK’s leading insurersknown throughout the market for its healthyappetite for risk and willingness to workflexibly in partnership with brokers. Frompolicy inception to claims settlement, theQBE approach is to use our market expertiseto understand the needs of the individualclient. Then we tailor our solutions to fitthose needs.We don't believe that one size fits all orthat we should follow what other insurersdo, which means we are always willing totake a view on specialist risks.For more information on QBE, please visitour website www.QBEeurope.com8 QBE – How to make a claim

QBE European OperationsOne Coval WellsChelmsfordEssexCM1 1WZtel +44 (0)1245 272 700fax +44 (0)1245 272 701enquiries@uk.qbe.comwww.QBEeurope.com1288/HTMAC/POLICYDOC/MAR2014QBE European Operations is a trading name of QBE Insurance (Europe) Limited and QBE Underwriting Limited, both of which are authorisedby the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.