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Email: contact-us@adrianflux.co.uk
Claims lines open 24/7
Theft/Fire/Vandalism Claim
If you need to make a theft, fire or vandalism claim on your Insurance, we understand it can be stressful so below is some advice to help you answer your questions and ease any worries. View more frequently asked questions.
Why is the incident classed as fault when my vehicle was stolen, burnt or vandalised?
In the literal sense, these incidents are not your fault. In respect of your Insurance, your Insurance Company is unable to claim back its losses from another party; therefore the incident is classed as fault. A non-fault incident is when the Insurers can recover any payments from a third party, as the other party was to blame.
Will I be provided with a courtesy car?
If you are comprehensively insured you may be entitled to a courtesy car for the duration of repairs whilst using one of your Insurance Company's approved repairers. The service is subject to availability and for the duration of repairs only. You will not be entitled to a courtesy car if your vehicle is not repairable or uneconomical to repair, likewise if your vehicle has been stolen. The full terms of this service will be outlined in your policy booklet.
Do I have to carry on paying for my Insurance?
If you make a claim from your policy, you do have to pay for the full premium, even if the policy is cancelled. If you are paying by direct debit and have not yet paid all of your instalments, these must continue to be paid. If you have difficulties with this, please call our customer service line so we can make arrangements.
The police have recovered my stolen vehicle, what should I do next?
Please contact our claims department with the address and telephone number of where your vehicle has been taken to and we will advise your Insurers who will then arrange to collect and inspect the vehicle.
My stolen vehicle has not been recovered, what happens with my claim?
Once your Insurers have made investigations into the circumstances surrounding the theft, they will make you an offer for your vehicle, this will be the market value of your vehicle unless the value of your vehicle has been agreed.
My vehicle is a total loss, what should I do next?
Your insurers will contact you and ask you to send in your vehicle documents which we recommend you send via recorded delivery post; our claims team will be able to check with your Insurers which documents will be needed.
How long will it be before I receive a payment from my Insurance Company?
Each claim is different so there is no fixed answer to this question. Our claims team will speak to your Insurers to obtain a payout for you as soon as possible.
What do I do if I don't agree with the amount the Insurers have offered me?
If you don't agree with the offer you can provide evidence to support the value that you feel the vehicle is worth. Examples of such evidence are clippings from magazines or newspapers with a car of the same specification, or links to websites showing cars of the same specification. Remember that your Insurers will look at the condition of the car, the mileage, the model, the year of make, and many other factors. It is important that you provide as much evidence as you can but do ensure that the vehicle can be directly compared to your own.
My vehicle has been written off, am I able to retain the salvage?
Every Insurer has different terms and conditions in regards to this so there is no fixed answer to this question. Our claims team will be able to liaise with your Insurers for you and find out if this would be possible.
When do I pay my excess?
The policy excess which is outlined on your policy schedule will be payable to the garage upon completion of repairs or will be deducted from your settlement offer if the vehicle is a total loss.
Can I use my own choice of garage for repairs?
You can either use one of your Insurance Company's nominated repairers or a garage of your own choice. If you use your own choice of garage you will need to supply an estimate and you will not qualify for a courtesy car.
I am not happy with the repairs to my vehicle, how can they be rectified?
If you have used an approved repairer you will firstly need to go back to the garage and give them a chance to rectify the work. Should you still encounter problems please contact our claims team who will refer back to your Insurance Company. Unfortunately we cannot assist if you have used your own choice of garage.
