How can I make an insurance claim?

The first question people will usually ask us is “how can I make an 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.

How do I renew my warranty?

You might be wondering “how do I renew my warranty?”. Well, you can contact our team of dedicated advisors on 0191 2588199.
9am - 5pm Monday - Friday

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 do I make a complaint?

We are sorry to hear that you are dissatisfied with the service you have received. We take dissatisfaction very seriously and would like to resolve your concerns.

Please contact us via [email protected] providing us with your name, policy number, and details of your concerns so we can address this matter and register your complaint.

What is a SMART repair?

A SMART (Small to Medium Area Repair Technology) repair is a technique of repairing minor damage to car with the help of special tools, paint, and materials on the damaged area only. SMART repair is highly flexible in that it can address various damages on cars ranging from car body scratches to bumper dents. To learn more about the benefits of SMART repair and the process itself, please visit our dedicated page HERE.

Can I cancel my insurance policy and receive a refund?

People often ask us “can I cancel my insurance policy and receive a refund?” YES, you can cancel at any time! However, we’ll be sad to see you go. To start the cancellation and potential 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 owed. (This fee is not applicable to warranties underwritten by Arch Managing Agency Ltd)

My GAP claim has been successful, when will I receive payment?

Your claim has been successful? Congratulations! Now you’re likely wondering “when will I receive payment?”. All submissions made by the policy holder can only be processed for payment if the following paperwork has been received:

• Your receipt & invoice in relation to the claim
• Your signed Satisfaction Note, if applicable
• Your bank details for payment

Customer payments are made every Tuesday and Thursday, and can take 5 working days to clear from the date of release.

In order for payment to be made, please send the above to [email protected]

I have made all necessary repairs, when will I receive payment?

We’re glad to hear everything is fixed, you’re half way there! Now you’re likely wondering “when will I receive payment?”. If you are a repairer, all invoices received can only be processed for payment once the following paperwork and detail have been provided:

• Correctly addressed invoice:

MB&G Insurance Services Ltd
Cobalt Business Exchange
Cobalt Park Way
Newcastle upon Tyne
NE28 9NZ

• Valid claim number shown
• Customer signed Satisfaction Note if you have received one
• Correct bank details

Please note, all repairer payments are made at the end of the following month, but only upon receipt of the above information.

How can I make a caravan warranty claim?

We’re frequently asked “how can I make a caravan warranty claim?”. Well, you’ve come to the right place! 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 where possible.

How can I make a motorhome warranty claim?

We’re frequently asked “how can I make a motorhome warranty claim?”. Well, you’ve come to the right place! 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 where possible.

Do I have to use an ‘approved repairer’?

A question that frequents our customer’s minds is “do I have to use an approved repairer?”. No, we do not require you to use any specific repairers. We are happy to work with any repairer you choose to use within your warranty limits.

We do sometimes refer to ‘approved repairers’, but these are simply repairers that we have established a working relationship with – you are not required to use one of them. Please do not carry out any repairs until we have assessed your claim and given you authority to do so.

We may require further information, photographs, or even an inspection of the vehicle before we can confirm cover. If you have repair work done before we have assessed your claim, this could invalidate your cover.

How do I renew my warranty?

You might be wondering “how do I renew my warranty?”. Well, you can contact our team of dedicated advisors on 0191 2588199.
9am - 5pm Monday - Friday

How can I make a household appliance warranty claim?

Some of our customers will ask “how can I make a household appliance warranty 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.

How do I renew my warranty?

You might be wondering “how do I renew my warranty?”. Well, you can contact our team of dedicated advisors on 0191 2588199.
9am - 5pm Monday - Friday

How can I make a car warranty claim?

We’re frequently asked “how can I make a car warranty claim?”. Well, you’ve come to the right place! 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 where possible.

I have broken down in Europe, what do I do?

So, you’ve broken down in Europe? We know what to do. Contact us at [email protected]. We will advise you on your cover level; how you submit a claim, and answer any other questions you may have.

If you have broken down and are unable to contact us for any reason, please make sure you keep any paperwork you are given, regardless of the language it is written in – especially invoices! Any information you can get from the repairer about the cause of failure would always be very helpful to us.

Do I have to use an ‘approved repairer’?

A question that frequents our customer’s minds is “do I have to use an approved repairer?”. No, we do not require you to use any specific repairers. We are happy to work with any repairer you choose to use within your warranty limits.

We do sometimes refer to ‘approved repairers’, but these are simply repairers that we have established a working relationship with – you are not required to use one of them. Please do not carry out any repairs until we have assessed your claim and given you authority to do so.

We may require further information, photographs, or even an inspection of the vehicle before we can confirm cover. If you have repair work done before we have assessed your claim, this could invalidate your cover.

Am I entitled to a courtesy vehicle?

What information do I need to make a car warranty claim?

The first thing our aspiring customers want to know is “what information do I need to make a car warranty claim?”. First of all, please notify us that your vehicle has developed a fault. We will then ask you to take your vehicle to a repairer of your choice and ask them to supply an estimate to us.

The estimate must tell us:

• • The current vehicle mileage
  • The cause of failure, or a description of the fault
  • An itemised list of parts and part prices, pre-VAT
  • The repairer’s hourly labour rate, pre-VAT
  • The number of labour hours required
  • Your repairer’s name and address
  • Confirmation of whether the repairer is VAT-registered

Once we have all of this, our engineers can assess your claim. We will update your repairer with the outcome of your claim - for example: if we can cover all of your claim; a portion of your claim; or none of your claim, and whether we can authorise them to go ahead with the repair work.

Is there a maximum amount you will pay per hour for repair work?

All policies have a maximum amount that can be paid per hour for repair work. This varies from policy to policy, so we recommend you contact us to ask prior to booking your vehicle in for a repair.

My vehicle needs to be dismantled to find the cause of the fault – will this be covered?

Some policies do not cover diagnostic work. Please refer to your policy wording for further information on this. Please note: we cannot authorise any diagnostic work at all - this is the responsibility of the policy holder.

In order to assess a claim, we require an estimate. If your repairer is unable to provide an estimate without dismantling or stripping-down the vehicle, it will be the policy holder’s responsibility to authorise this. In the event of an unsuccessful claim, it would be the policy holder’s responsibility to pay the repairer for any diagnostic charges.

How do I renew my warranty?

You might be wondering “how do I renew my warranty?”. Well, you can contact our team of dedicated advisors on 0191 2588199.
9am - 5pm Monday - Friday

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.

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.

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.

How can I make a household furniture warranty claim?

Some of our customers will ask “how can I make a household furniture warranty 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.

I have been advised my product will be replaced, what happens next?

We have passed your details to Dreams customer services who will contact you to discuss delivery of a replacement, if you have not heard from them please contact them [email protected]

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.