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How can I make a caravan insurance claim?

One of our most frequently asked questions is “how can I make a caravan insurance claim?”. The quickest and easiest way for you to make a claim is via our ONLINE CLAIMS SERVICE.

Simply select the type of claim you wish to make, provide the information requested and submit the claim form.
Once you have submitted the claim form, sit back and let us do the work. We will let you know about the progress of your claim, and what you need to do next at every step of the way.

However, if you believe your claim is urgent or you are unable for any reason to access our online email facility, please call us on 01912 596378 and leave a voicemail message giving us the following details:

• name
• telephone number
• email address
• the nature of your enquiry/claim

In urgent cases, we will aim to respond to your message within 3 working hours.

Will an inspection be required?

This is decided on a case-by-case basis. Please be prepared for the fact that we may need to book an inspection before we can assess your claim. We will discuss this with you further, should it become necessary.

I have submitted my claim form. How long will I have to wait for a response?

All correspondence, including claim forms, will be responded to within 3-5 working days. If you need to reach us in the meantime, please email [email protected].

Is it a legal requirement to insure my caravan?

You may be wondering “is it a legal requirement to insure my caravan?”. You’re not the first to wonder this. It isn’t a legal requirement, however as a valuable investment, it makes sense to protect your caravan and contents against theft, damage, fire, flood and and other eventualities.

Is my caravan covered on my car insurance policy?

Our customers often ask us “is my caravan covered on my car insurance policy?”. Not for the caravan itself. If you are involved in a road traffic accident and you are at fault your car insurance will only cover for third party losses.

How much do I have to contribute in the event of a claim?

The compulsory excess is agreed when you purchase your policy, however you can also choose to increase this to obtain a small reduction on your premium.

Do I get a discount if I have my warranty cover with MB&G Insurance?

Yes, as a loyal customer you will receive a discount of 10% when purchasing both insurance and warranty.

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How can I make a gadget insurance claim?

Some of our customers will ask “how can I make a gadget insurance claim?”. You certainly can and the quickest and easiest way for you to make a claim is via our ONLINE CLAIMS SERVICE.

Simply select the type of claim you wish to make, provide the information requested and submit the claim form.
Once you have submitted the claim form, sit back and let us do the work. We will let you know about the progress of your claim, and what you need to do next on a regular basis at every step of the way.

However, if you believe your claim is urgent or you are unable for any reason to access our online email facility, please call us on 01912 596378 and leave a voicemail message giving us the following details:

• name
• telephone number
• email address
• the nature of your enquiry/claim

In urgent cases, we will aim to respond to your message within 3 working hours where possible.

I have had an inspection, what happens next?

Once we receive the inspection report (usually within 48 hours) we will assess and contact you with the outcome within 5 working days.

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How can I make a GAP claim?

We’re frequently asked “how can I make a GAP claim?”. The quickest and easiest way for you to make a claim is via our ONLINE CLAIMS SERVICE.

Simply select the type of claim you wish to make, provide the information requested and submit the claim form.
Once you have submitted the claim form, sit back and let us do the work. We will let you know about the progress of your claim, and what you need to do next on a regular basis at every step of the way.

However, if you believe your claim is urgent or you are unable for any reason to access our online email facility, please call us on 01912 596378 and leave a voicemail message giving us the following details:

• name
• telephone number
• email address
• the nature of your enquiry/claim

In urgent cases, we will aim to respond to your message within 3 working hours.

Why am I being asked to challenge the offer?

You wouldn’t be the first to ask “why am I being asked to challenge the offer?” Well, we need to ensure that the settlement offer made by your Insurer, or the Third-Party Insurer is fair. We have access to industry valuation tools that help us to determine the Market Value of your vehicle. If we feel that the offer is too low, we will ask that you contact the Motor Insurer to challenge this. When we do this, we will also confirm our valuation of your vehicle. You can then approach the Motor Insurer and explain why we consider the offer to be too low.

In the first instance, we will ask you to challenge the offer. It is your responsibility to ensure that you are achieving a fair value for your vehicle. If you do not take all necessary steps to ensure this, your policy could be adversely affected. Additionally, many Motor Insurers prefer to deal directly with their own customers and do not wish to discuss the claim with us. If you are not successful in increasing the settlement offer, we may then be able to offer further help.

What does my GAP insurance cover?

The most frequently asked question regarding our GAP policies is “what does my GAP insurance cover?”. There are three main types of GAP Insurance:

Back to Invoice/Return to Invoice – This policy will cover the difference between your Comprehensive Motor Insurer’s settlement, and the invoice price you paid for the vehicle.

Vehicle Replacement – This policy will cover the difference between your Comprehensive Motor Insurer’s settlement, and the cost of replacing your vehicle with an equivalent.

Finance/Contract Hire – This policy will cover the difference between your Comprehensive Motor Insurer’s settlement, and the settlement figure for your Finance Agreement

Each policy may have additional cover options, such as excess cover. This is only a brief overview of policy types – please refer to your Gap policy wording for information more specific to your policy.

What does ‘confirmation of payment’ mean?

If your Motor Insurer or the Third-Party Insurer makes you a fair offer to settle your claim, we will advise you to accept said offer.
Once the settlement money has been paid, we will ask you to provide written confirmation of this along with a full breakdown of the payment.
You can ask your Motor Insurer to provide an email that looks something like this:

‘We have settled your claim on a total loss basis. The calculations are as follows: Pre-Accident Value £X – Excess £X – Any other deductions £X = Full and Final Payment £X. Payment has been issued and will arrive in your account in the next X days.’

Can I cancel my GAP insurance and receive a refund?

People often ask us “can I cancel my GAP insurance and receive a refund?” YES! However, we’ll be sad to see you go. To start the cancellation and refund process please email [email protected] including the following;

• Full name
• Policy number
• Cancellation date
• Vehicle Registration number
• The reason for cancellation.

Once we receive all of the above information, we will review your policy documents and provide you with a full breakdown of your refund if applicable.

You will then be asked to confirm your cancellation request and provide your bank details for payment if necessary.

Please note, starting the cancellation process doesn’t automatically cancel your policy. You can find your rights of cancellation in your policy documents. All policy refunds are subject to a £35.00 cancellation administration fee, this fee will be automatically deducted from any refund owned.

What does ‘awaiting sign-off’ mean?

Higher-value claims need to be signed off by a senior manager, or by the Underwriter of your policy. The guide time for this is 3-5 working days, but we will discuss this further with you if necessary.

When will I receive an update on my claim?

All correspondence, including claim forms, will be responded to within 3-5 working days. If you need to reach us in the meantime, please email [email protected]. Please note, if you chase your email within the above time frame, you will reset the timescale of 3-5 working days.

Which documents are required for my GAP claim?

One of the earliest questions our customers have for us is “which documents are required for my GAP claim?” Now you’re asking the right questions! Please send scanned PDF Copies or clear photocopies only. Do not send original documents or photographs of documents. The following documents are required for your claim:

• • Vehicle Sales Invoice – The documentation provided when you purchased your vehicle. This will confirm the purchase price of the vehicle, mileage, specification, age, etc. (not vehicle order form)
  • Motor Insurance Schedule – This document will be provided by your motor insurer at the point of sale, and can be obtained directly from them if you do not have a copy. The document confirms information such as who is insured to drive the vehicle, the cover level (Comprehensive, third party, fire, & theft, or third party only), term of cover, vehicle insurer.
  • V5C logbook - This is the physical document issued by the DVLA upon registration of a vehicle in the UK.

Any letters or emails from your Comprehensive Motor Insurers confirming the settlement figure, or from the Third-Party Insurers to confirm their offer if applicable:

• • Finance Agreement – The document provided when you agreed the finance for the vehicle. This document will contain information such as length of agreement, amount borrowed, repayment schedule.
  • Finance early Settlement Figure – This document will need to be obtained from your finance company. If you contact them and ask to settle the agreement early, they will provide this document to you.
  • Third party details
  • Police correspondence

If your vehicle has been stolen, please provide any CCTV you may have; proof of home repairs where applicable; and photographs of both sets of keys.

If we have advised you to accept the offer from the motor insurer, we will require confirmation of payment – This document will need to be provided by your motor insurer. The document will need to confirm the Pre-Accident Value (PAV) and any deductions made, as well as confirming payment has been released to yourself. For example:

We have raised payment for the settlement of your claim. The calculations are as follows:

PAV £X – Excess £X = £X

Payment will be received in X days.

Should I accept my Motor Insurer’s offer?

You’re not the first to ask “should I accept my motor insurer’s offer?”. We ask that you Do not accept any offer until you have discussed it with us. We will value your vehicle and advise you on whether the offer is fair. Failing to do so could affect the outcome of your claim.

What is the maximum amount of money i can receive from an insurance claim?

If you’re wondering “what is the maximum amount of money I can receive from an insurance claim?”, the answer isn’t simple as policy claim limits vary widely. You can find this information on your policy schedule.

How much money will I be paid when my claim is settled ?

It isn’t unusual that we’re asked “how much will I be paid when my insurance claim is settled?”. We cannot confirm the settlement amount, until the claim has been authorised or ‘signed-off’. This will not happen until all requested documents have been provided and your Comprehensive claim has been settled in full.

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How can I make a scratch, dent and alloy claim?

The quickest and easiest way for you to make a claim is via our ONLINE CLAIMS SERVICE.

Simply select the type of claim you wish to make, provide the information requested and submit the claim form.
Once you have submitted the claim form, sit back and let us do the work. We will let you know about the progress of your claim, and what you need to do next on a regular basis at every step of the way.

However, if you believe your claim is urgent or you are unable for any reason to access our online email facility, please call us on 01912 596378 and leave a voicemail message giving us the following details:

• name
• telephone number
• email address
• the nature of your enquiry/claim

In urgent cases, we will aim to respond to your message within 3 working hours where possible.