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:

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 INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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.

STEP TWO – NOTIFY THE CLAIM

All claims must be notified to the Claims Administrator within 30 days, or as is reasonably practicable, after the claim event or when you think you might make a claim. If you do not, it may affect any claim settlement awarded to you.

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

Claims Department

Commercial and General Ltd
Marvan Court
1 Waldegrave Road
Teddington TW11 8LZ

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

Our claim notification telephone line is open from 08:00 to 20:00 seven days a week, Bank Holidays vary.

Please tell them the policy reference number, which is shown in your Policy 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 provider of your motor insurance policy giving details of the date of the claim incident and which clearly states the amount of any excess.

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

The Claims Administrator can arrange to pay your excess directly to the vehicle repairer on your behalf.

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 insurance.

UK Residence

To qualify for this insurance, you must be a permanent resident of the UK (England, Scotland, Wales and Northern Ireland) or the Isle of Man.

Driving Licence

To qualify for this insurance, you must have a current full and a valid UK driving licence or hold a full internationally recognised licence.

Keeping to the Terms

To qualify for cover you must comply with all of the terms set out in in your Policy Schedule and Policy document.

Fraudulent Claims or Misleading Information

The insurers of your policy take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your 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 your 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 INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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.

STEP TWO – NOTIFY THE CLAIM

All claims must be notified to the Claims Administrator within 30 days, or as is reasonably practicable, after the claim event or when you think you might make a claim. If you do not, it may affect any claim settlement awarded to you.

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

Claims Department

Commercial and General Ltd
Marvan Court
1 Waldegrave Road
Teddington TW11 8LZ

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

Our claim notification telephone line is open from 08:00 to 20:00 seven days a week, Bank Holidays vary.

Please tell them the policy reference number, which is shown in your Policy 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 provider of your home buildings and/or contents insurance giving details of the date of the claim incident, and which clearly states the amount of any 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 insurance.

UK Residence

To qualify for this insurance, you must be a permanent resident of the UK (England, Scotland, Wales and Northern Ireland) or the Isle of Man.

Keeping to the Terms

To qualify for cover you must comply with all of the terms set out in in your Policy Schedule and Policy document.

Fraudulent Claims or Misleading Information

The insurers of your policy take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your 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 your 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 INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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 Travel Claims Team who will be happy to help you.

Information You Will Need

Please refer to your Policy document, as this will tell you what information you will need to support your claim under your policy.

To do so please look at the relevant section in your Policy document e.g. Medical, Cancellation, Curtailment, Personal Possessions, Delay, Legal Expenses, etc.

STEP TWO – NOTIFY THE CLAIM

FOR EMERGENCY MEDICAL ASSISTANCE ABROAD OR TO CUT SHORT YOUR TRIP:

You must, in all cases contact our 24-hour emergency advice line immediately on:

+44 (0) 1444 465 573

The claims telephone line is open 24 hours a day.

Failure to do so may invalidate your claim.

For non-emergency claims:

You can submit your claim

Online: https://www.imglobal.com/member/assistance/claims

Or by post: Travel Claims Team,
3rd Floor,
Fitzalan House,
Fitzalan Court,
Cardiff
CF24 0EL.

Or by telephone: +44 (0) 1444 465 590

The claims telephone line is open 9am-5pm Monday-Friday.

For legal advice contact Penningtons Manches Cooper LLP on: +44 (0)1483 411 499

Please tell them the policy reference number, which is shown in your Policy Schedule.

STEP THREE – AFTER THE CLAIM IS NOTIFIED

The Claims Administrator will respond as soon as possible with next steps and will tell you if they need any more information or documentation from you. If you have any questions, the Claims Administrator can advise you.

CLAIMS CONDITIONS & THINGS TO KEEP IN MIND WHEN MAKING A CLAIM

Keeping to the Terms

To qualify for cover you must comply with all of the terms set out in in your Policy Schedule and Policy document.

Fraudulent Claims or Misleading Information

The insurers of your policy take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your 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 your 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 INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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.

STEP TWO – NOTIFY THE CLAIM

All claims must be notified to the Claims Administrator within 30 days, or as is reasonably practicable, after the claim event or when you think you might make a claim. If you do not, it may affect any claim settlement awarded to you.

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

Claims Department

Commercial and General Ltd
Marvan Court
1 Waldegrave Road
Teddington TW11 8LZ

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

Our claim notification telephone line is open from 08:00 to 20:00 seven days a week, Bank Holidays vary.

Please tell them the policy reference number, which is shown in your Policy 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 provider of your commercial motor vehicle insurance policy giving details of the date of the claim incident and which clearly states the amount of any excess.

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

The Claims Administrator can arrange to pay your excess directly to the vehicle repairer on your behalf.

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 insurance.

UK Residence

To qualify for this insurance, you must be a permanent resident of the UK (England, Scotland, Wales and Northern Ireland) or the Isle of Man.

Driving Licence

To qualify for this insurance, you must have a current full and a valid UK driving licence or hold a full internationally recognised licence.

Keeping to the Terms

To qualify for cover you must comply with all of the terms set out in in your Policy Schedule and Policy document.

Fraudulent Claims or Misleading Information

The insurers of your policy take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your 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 your 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 INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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.

STEP TWO – NOTIFY THE CLAIM

All claims must be notified to the Claims Administrator within 30 days, or as is reasonably practicable, after the claim event or when you think you might make a claim. If you do not, it may affect any claim settlement awarded to you.

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

By email: admin@trent-services.co.uk

Or by post: Trent-Services (Administration) Ltd
Trent House
Love Lane
Cirencester
GL7 1XD

Or by telephone: 01285 626020

The claim telephone line is open between 9am and 5pm Monday to Friday (excluding bank holidays).

Please tell them the policy reference number, which is shown in your Policy 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.

Check your Policy documents as this will tell you what information you need to provide in support of your claim. If you have any questions, the Claims Administrator can advise 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

Keeping to the Terms

To qualify for cover you must comply with all of the terms set out in in your Policy Schedule and Policy document.

Remember, you must continue paying your monthly premiums, otherwise your claim will not be valid.

Fraudulent Claims or Misleading Information

The insurers of your policy take a robust approach to fraud prevention in order to keep premium rates down. If any claim under your 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 your 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.

GAP INSURANCE

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

STEP ONE - CHECK YOU ARE ELIGIBLE TO CLAIM

Check your policy schedule and policy terms. Ensure you are aware of any exclusions which may apply and that you understand them.

STEP TWO - NOTIFY THE CLAIM

Contact the Administrator as soon as you become aware of a potential total loss and BEFORE you accept any settlement offer from your comprehensive motor insurance.

Please contact:

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).

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

STEP THREE - AFTER THE CLAIM IS NOTIFIED

Our Administrator will provide you with a claim form. Complete all sections of the claim form, ensuring any sections to be completed by others are filled in.

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 agreement (if applicable).
• Copy of your finance 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

STEP FOUR - AFTER YOU HAVE COMPLETED THE FORM

Return all required information to the Administrator.

Important: the claim form and any other information the Administrator may reasonably require must be received within thirty (30) days of the date of loss of the insured vehicle. If it isn't, your claim may be affected.

PLEASE NOTE: FAILURE TO FOLLOW THESE STEPS MAY DELAY AND / OR JEOPARDISE THE PAYMENT OF YOUR CLAIM. The insurer will only grant cover if you comply with the terms of your insurance policy.

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

STEP ONE – CHECK YOUR INSURANCE DOCUMENTS

Check your Policy Schedule and your Policy document 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.

STEP TWO – NOTIFY THE CLAIM

If your vehicle breaks down in the 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 Europe (outside the UK), 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 404890

All our breakdown control centres operate 24-hours a day, 7 days a week.

Please have your policy number and vehicle registration number ready.