Make a Claim

If you need to make a claim, please check your policy documents for the correct procedure, or select the relevant policy and underwriter using the below drop down.

If you’re unsure who you need to speak to please contact the ALA team and we’ll be happy to point you in the right direction.

Step 1: Select your policy

Step 2: Select your underwriter

GAP Insurance

Vehicle Replacement – Spectrum/Financial & Legal (Policies from 06/07/2023 – present)

Claims Procedure

If you wish to make a claim under this insurance cover please contact the administrator on 01143 219 877. All claims must be notified as soon as is reasonably possible and in any event within 120 days of any total loss. The administrator will send you a claim form for you to complete and return.

You must take all reasonable steps to safeguard the insured vehicle in the event of any damage occurring to it.

In the case of malicious damage and theft you must report the incident to the police within 24 hours and advise the administrator of the crime reference number.

Do not accept a settlement offer from your motor insurer without first contacting the administrator.

We will be able to provide you with a market value price for your vehicle as listed in Glasses Guide. This is only an estimate for your reference when dealing with your motor insurer.

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro- forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.
We may require other documents to validate your claim and it is your responsibility to provide these. Documents must be certified as correct by an official of your motor insurance policy insurer and your lender. We will give you information on how to complete your claim form and tell you any other details that are required.

Vehicle Replacement – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

We may require other documents to validate your claim and it is your responsibility to provide these. Documents must be certified as correct by an official of your motor insurance policy insurer and your lender. We will give you information on how to complete your claim form and tell you any other details that are required.

Vehicle Replacement – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Vehicle Replacement – Assurant/LGI (Policies from 20/08/2019 to 26/09/2023)

Claims Procedure

If you need to make a claim under this policy, please contact us on: 0330 100 3258. We will check your policy details and tell you what to do next.

You should not accept any offer made by the comprehensive motor insurance provider until we, acting through the administrator have given you authority to do so. We may, at our discretion, try to negotiate a higher motor insurance settlement on our behalf.
If you accept a motor insurance settlement from the motor insurance policy before contacting the administrator we reserve the right to contact the motor insurer in your name to assess the offer of settlement and where necessary seek settlement in-line with the market value at the time of your vehicle being declared a total loss.

Stage Explanation

Step 1
Telephone the administrator, TWG Services on 0330 100 3258 or e-mail using gapuk@thewarrantygroup.com to ask for a claim form to be sent to you.
Step 2
Complete the claim form, ensuring any sections to be completed by others are filled in and then return it to the administrator at:
GAP Insurance Claims Department,
TWG Services Limited,
The Aspen Building, Floor 2,
Vantage Point Business Village, Mitcheldean,
Gloucestershire,
GL17 0AF
or alternatively e-mail the completed form to the e-mail address above. Please note that the claim form and any other information we may reasonably require must be sent to us within 180 days of the date of loss of the insured vehicle. If you do not, we will attempt to assess your claim, however it may be difficult for us to investigate and settle your claim adequately.

Points to note about the claims process

We reserve the right to subject the insured vehicle to an independent assessment.
At the time of claim the administrator must receive evidence that you purchased the insured vehicle.
- Such evidence must include the original or a clear bona fide copy of the original printed purchase invoice of the insured vehicle.
- The invoice must detail the supplying dealer’s name, address and VAT registration number and must show the full cost of the insured vehicle including the breakdown of all items, ancillary to the insured vehicle or not.
You will need to provide a copy of a valid driving licence
We and the administrator may obtain and share information concerning any claim you make against this policy or any corresponding road risks insurance claim you have made with the comprehensive motor insurer, the supplying dealer of the insured vehicle or your finance company, for the purposes of administering your claim.
We have the right to take proceedings in your name, in order to recover, for our benefit, the amount of any payment made under this policy.
Once notified of a claim and on the condition that we have all of the required information, we will provide a pre-accident value for the vehicle to you before progressing with the claim
In the event of a claim, any arrears in premiums due on your finance agreement at the date of your claim being met by us will be deducted from the amount payable by us under this policy. However, we will not deduct any outstanding future payments due after the date of your claim being met by us under this policy.

Back to Invoice – AMS/Bastion (Policies from 01/09/2023 to 19/12/2023)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Back To Invoice – Spectrum/Financial & Legal (Policies from 06/07/2023 to present)

Claims Procedure

You must take all reasonable steps to safeguard the insured vehicle in the event of any damage occurring to it.

In the case of malicious damage and theft you must report the incident to the police within 24 hours and advise the administrator of the crime reference number.

Do not accept a settlement offer from your motor insurer without first contacting the administrator.

We will be able to provide you with a market value price for your vehicle as listed in Glasses Guide. This is only an estimate for your reference when dealing with your motor insurer.

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.

Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.

You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro- forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Back to Invoice – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Back to Invoice – Assurant/LGI (Policies from 20/08/2019 to 26/09/2023)

Claims Procedure

If you need to make a claim under this policy, please contact us on: 0330 100 3258. We will check your policy details and tell you what to do next.

You should not accept any offer made by the comprehensive motor insurance provider until we, acting through the administrator have given you authority to do so. We may, at our discretion, try to negotiate a higher motor insurance settlement on our behalf.
If you accept a motor insurance settlement from the motor insurance policy before contacting the administrator we reserve the right to contact the motor insurer in your name to assess the offer of settlement and where necessary seek settlement in-line with the market value at the time of your vehicle being declared a total loss.

Stage Explanation

Step 1
Telephone the administrator, TWG Services on 0330 100 3258 or e-mail using gapuk@thewarrantygroup.com to ask for a claim form to be sent to you.
Step 2
Complete the claim form, ensuring any sections to be completed by others are filled in and then return it to the administrator at:
GAP Insurance Claims Department,
TWG Services Limited,
The Aspen Building, Floor 2,
Vantage Point Business Village, Mitcheldean,
Gloucestershire,
GL17 0AF
or alternatively e-mail the completed form to the e-mail address above. Please note that the claim form and any other information we may reasonably require must be sent to us within 180 days of the date of loss of the insured vehicle. If you do not, we will attempt to assess your claim, however it may be difficult for us to investigate and settle your claim adequately.

Points to note about the claims process

We reserve the right to subject the insured vehicle to an independent assessment.
At the time of claim the administrator must receive evidence that you purchased the insured vehicle.
- Such evidence must include the original or a clear bona fide copy of the original printed purchase invoice of the insured vehicle.
- The invoice must detail the supplying dealer’s name, address and VAT registration number and must show the full cost of the insured vehicle including the breakdown of all items, ancillary to the insured vehicle or not.
You will need to provide a copy of a valid driving licence
We and the administrator may obtain and share information concerning any claim you make against this policy or any corresponding road risks insurance claim you have made with the comprehensive motor insurer, the supplying dealer of the insured vehicle or your finance company, for the purposes of administering your claim.
We have the right to take proceedings in your name, in order to recover, for our benefit, the amount of any payment made under this policy.
Once notified of a claim and on the condition that we have all of the required information, we will provide a pre-accident value for the vehicle to you before progressing with the claim
In the event of a claim, any arrears in premiums due on your finance agreement at the date of your claim being met by us will be deducted from the amount payable by us under this policy. However, we will not deduct any outstanding future payments due after the date of your claim being met by us under this policy.

Contract Hire – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Contract Hire – Avid/AXA (Policies from 11/04/2022 to 11/05/2023)

Claims Procedure

Please contact AXA via the phone 02034 674568 or email clp.uk.info@partners.axa and provide as much detail as possible:

Policy number
Name, address, phone number and email address of policy holder
Nature of claim
Any necessary proof relating to the claim
Copy of any finance agreement

Contract Hire – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

AVG – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Agreed Value GAP – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Claims AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: claims@ams-gap.com

You should make a claim and provide all necessary proof as soon as possible after the event leading to the total loss of the motor vehicle, but in any event within 120 days of the date of total loss. If you do not do this payment of your benefit may be delayed or reduced. We may provide an extension of that period if you make a request in writing giving a reasonable explanation for the delay.
Your claim must be accompanied by a copy of any finance agreement, a copy of the statement by your motor insurance policy insurer disclosing in full the basis of the calculation used in arriving at the insurance settlement amount and evidence of payment of the insurance settlement.
You should also include the settlement statement for your finance agreement incorporating a breakdown of any arrears or interest on the arrears and interest rebate if any, your fully detailed vehicle purchase invoice, a Pro-forma Invoice detailing the cost of the replacement vehicle plus this insurance certificate. We may require other documents to validate your claim and it is your responsibility to provide these.

Warranty

Warranty – Assurant/LGI (Policies from 23/08/2019 to 26/09/2023)

Claims Procedure

Please call the dedicated Claims team at Assurant on 0333 009 1700 with as much information as possible, including:

Policy number
Name, address, phone number and email address of policy holder

Warranty – Spectrum/Financial and Legal Insurance Company (Policies from 26/09/2023 to present)

Claims Procedure

If you think that you have a fault that may be covered by this insurance, you must contact the administrator in the first instance.

Telephone number: 01143 219877.

The claims department is open 9:00am to 5:00pm Monday to Friday.

The administrator will require the following information, so please have this to hand when telephoning:

your policy number and registration number of your insured vehicle;
current mileage on your insured vehicle; and
your insured vehicle’s service history.

You will need to take your vehicle to a repairer. The administrator has a nationwide network of nominated repairers who are familiar with the administrator’s claims and billing procedures. The administrator shall recommend these repairers wherever possible.

If a suitable nominated repairer cannot be located the administrator will agree a suitable local alternative with you. You should then take your vehicle to the repairer and give them your permission to investigate the fault.

The repairer should then contact the administrator to discuss their findings and obtain our permission to carry out the repair.

No repairs can be carried out without the administrator’s permission as evidenced by an authorisation number.

When the administrator authorises a claim it will do so by issuing a unique claim authorisation number to your repairer. Repairs must not be started until the administrator has given this number to you or your garage.

The customer is free to use a garage of their choice, the level of cover that they choose will dictate the labour rate the cover can assist with on a valid claim.
Please be aware if a claim is authorised, it would be the garage’s decision if they would accept payment from the underwriter, so we advise checking that with the garage before works begin.

Tyre & Alloy Wheel

Tyre & Alloy Wheel – MBG/Novus (Policies from 01/07/2021 to present)

Claims Procedure

To make a Claim, within 30 days of the incident, you should complete the online claim form at www.mbginsurance.co.uk.

Completing the claim form will provide us with all the necessary information that We require in order to quickly process Your claim. Please note that failure to provide all information at this point may mean that We will not be able to process Your claim.

Alternatively, You may contact the Claims Administrator during office hours: 9am – 5pm Monday – Friday on 0191 258 8127

Alternatively, please write to:

Mechanical Breakdown & General Insurance Services Ltd

Cobalt Business Exchange

Cobalt Park Way

Newcastle

NE28 9NZ

Please note – Diamond Cut Alloy Wheels Repairs For Diamond cut Alloy Wheels, it may be necessary for the Alloy Wheel to be removed from the Vehicle and sent to a specialist repairer for repair, this process can take up to 10 working days. In these circumstances this insurance policy does not provide cover for any other costs incurred whilst the Alloy Wheel is being repaired.

Malicious Damage, Unauthorised or Out of Hours Repairs Occasionally You may require emergency assistance out of hours and will be unable to contact the Claims Administrator to obtain a claim authority number. Under these circumstances or where the Repairer refuses to wait for payment from Us, You will need to settle their invoice and claim reimbursement from Us. You must request that the retailer retain the Damaged Tyre(s) until the end of the next working day to allow inspection by an independent engineer should this be necessary. It is Your responsibility to ensure that the Damaged Tyre(s) are available for inspection and failure to do so may invalidate Your claim. Subject to the above, if You have paid the Repairer We will reimburse You up to a reasonable Repair or Replacement Cost if You send the Claims Administrator the information as detailed above under “How to Claim”.

When You Collect Your Vehicle After repair, check that all work has been properly completed. If You are aware the repair is not satisfactory do not sign any satisfaction note and advise the Claims Office as soon as possible.

Note: We do not accept responsibility for faults in workmanship or materials in repairs paid for by Us on Your behalf.

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd/Premia

Claims procedure

Please contact the Claims Handler as soon as you become aware of accidental or malicious damage: –

by telephone on 01926 622 660

You will be asked to complete the claim form, ensuring any sections to be completed by others are filled in.

The Claims Handler will provide you with instructions on who to submit the claim form to and how.

Please note: –

The Claims Handler will require photographs of the damage in order to assess your claim, so please provide clear photographs.
Where your Tyre or Alloy Wheel has suffered Malicious Damage, you must obtain a crime reference number from the police and provide this to the Claims Handler.
The claim form and any other information the Claims Handler may reasonably require must be received within 30 days of the damage.

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd / Connect

Claims Procedure

How to make a claim on policies bought from November 2023

Contact the Administrator as soon as you become aware of an incident that has resulted in damage:

by telephone on 0161 388 5452 or
by emailing claims@connect-admin.co.uk

Complete the claims form, ensuring any sections to be completed by others are filled in.

The administrator will provide you with instructions on who to submit the claim form to and how.

Please note:

The administrator will require photographs of the damage in order to assess your claim
Where your tyre or alloy wheel has suffered malicious damage you must obtain a crime reference number from the police and provide to the administrator
The claim form and any other information the administrator may reasonably require must be received within thirty (30) days of the date of loss.

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd / Spectrum (Policies from 08/10/2024 to present)

Claims Procedure

Step 1

Contact the Administrator as soon as you become aware of an incident that has resulted in damage: –

• by telephone on 0114 551 2910; or

• by emailing: AIBclaims@spectrumcover.co.uk

Step 2

Complete the claim form, ensuring any sections to be completed by others are filled in.

The Administrator will provide You with instructions on who to submit the claim form to and how.

Please note: –

• The Administrator will require photographs of the damage in order to assess Your claim.

• Where Your Tyre or Alloy Wheel has suffered Malicious Damage, You must obtain a crime reference number from the police and provide this to the Administrator.

• The claim form and any other information the Administrator may reasonably require must be received within thirty (30) days of the Date of Loss.

Points to note about the claims process:

The Administrator will appoint an Approved Repairer who will be responsible for completing the necessary work in the event of a successful claim.

We reserve the right to subject the Vehicle to an independent assessment.

For Tyre claims You must pay for the repair or replacement in the first instance and send the Claims Handler a copy of the relevant invoice along with Your claim form.

We, the Administrator, may obtain and share information concerning any claim you may make against this Policy with the Policy Retailer of the Vehicle or any Approved Repairer, for the purposes of administering Your Policy and claim.

Scratch & Dent

Scratch & Dent -MBG/Novus (Policies from 01/07/2021 to present)

Claims Procedure

Complete the online claim form at www.mbginsurance.co.uk or call 0191 258 8127 with as much information as possible, including:

Policy number
Name, address, phone number and email address of policy holder

Scratch & Dent – Fortegra Europe Insurance Company Ltd/Premia

Claims Procedure

Contact the Claims Handler as soon as you become aware of an incident that has resulted in damage: –

by telephone on 01926 622 660

The Claims Handler will provide you with a claim form.

Complete all sections of the claim form and return it to the Claims Handler, as advised on the claim form.

Please note:

The Claims Handler will require photographs of the damage in order to assess your claim.
For Minor Cosmetic Damage you are required to include evidence of the diameter of the damage by using a ruler when taking the photographs.
The claim form and any other information the Claims Handler may reasonably require must be received within 30 days of the incident.

If it isn’t, the claims handler will attempt to assess your claim however it may be difficult for them to investigate and settle your claim adequately.

Scratch & Dent – Fortegra Europe Insurance Company Ltd/ Connect

Claims Procedure

How to make a claim on policies bought from November 2023

Contact the Administrator as soon as you become aware of an incident that has resulted in damage:

by telephone on 0161 388 5452 or
by emailing claims@connect-admin.co.uk

The administrator will provide you with a claims form. Complete all sections of the claims form and return it to the administrator as advised on the claim form.

The administrator will provide you with instructions on who to submit the claim form to and how.

Please note:

The administrator will require photographs of the damage in order to assess your claim
For minor cosmetic damage you are required to include evidence of the diameter of the damage by using a ruler when taking photos.
The claim form and any other information the administrator may reasonably require must be received within thirty (30) days of the incident date.

If it isn’t the administrator will attempt to assess your claim however it may be difficult for them to investigate and settle your claim adequately.

Scratch & Dent – Fortegra Europe Insurance Company Ltd/ Spectrum (Policies from 08/10/2024 to present)

Claims Procedure

Step 1

Contact the Administrator as soon as You become aware of an incident that has resulted in damage: –

• by telephone on 0114 551 2910; or

• by emailing: AIBclaims@spectrumcover.co.uk

Step 2

The Administrator will provide You with a claim form.

Complete all sections of the claim form and return it to the Administrator, as advised on the claim form.

Please note:

• The Administrator will require photographs of the damage in order to assess Your claim. For Minor Cosmetic Damage You are required to include evidence of the diameter of the damage by using a ruler when taking the photographs.

• The claim form and any other information the Administrator may reasonably require must be received within thirty (30) days of the Incident Date.

If it isn’t, the Administrator will attempt to assess Your claim however it may be difficult for them to investigate and settle Your claim adequately.

Points to note about the claims process:

The Administrator will appoint an Approved Repairer who will be responsible for completing the necessary work in the event of a successful claim.

We reserve the right to subject the Vehicle to an independent assessment.

Where We authorise a contribution towards a Bodyshop Repair, You must pay for the repair in the first instance and send the Administrator a copy of the relevant invoice.

We, the Administrator, the Supplying Dealer and the Policy Retailer may obtain and share information concerning any claim You may make against this Policy any Approved Repairer, for the purposes of administering Your Policy and claim.

Excess Insurance

Excess Insurance – AMS/AXA (Policies from 13/10/2022 to 29/04/2024)

Claims Procedure

How to make a claim

If you need to claim on your policy, we will require some documentation and evidence to proceed, so please first of all ensure you have all of the below ready before you proceed:

Evidence of your settled claim, showing this has been settled with your motor insurance provider and stating you were at fault for the incident:
Evidence of the excess amount you paid to your motor insurance provider following the claim settlement;
The certificate of insurance or policy schedule / you paid the excess under;
Your policy schedule for this policy; and
The scheme reference code for this policy, provided at the top of this document.

When contacting us, please make sure you clearly quote the name of this product and where you purchased it from, so that we can assist you more quickly.

Once you have all required evidence as explained above, you can make a claim online 24/7 on our portal by visiting:

https://www.excessclaim.co.uk/

You will be able to register your claim through a guided process in a few simple steps. If you need to save your claim and come back to it, you may also do this.

Alternatively, if you prefer, or need further support, you may email us on excess@axa-assistance.co.uk or call the claims line on 01737 334064.

Our agents will advise you of what documents we will need you to send us in support of your claim, we are open Monday to Friday 9am to 5pm.

Please note that this process can take longer than submitting your claim online.

Please note that claims under this policy can only be made by you as the policyholder.

Our agents may ask you for further information if necessary. Please make sure you follow all instructions and provide all evidence requested, or this may result in delays to your claim being processed.

What our customers say

Read all reviews

Very quick payout after streamline claims procedure requiring only the appropriate documentation. Everything you would hope from an insurance company when you take out insurance.

Jacqueline, 2024

I recently had to make a claim and I was dreading the process. ALA made the experience painless. They were so efficient with my claim and in terms of price- they were unbeatable. I would without a doubt, recommend them to anyone.

Seana, 2024

Another solid and comfortable experience. You hope you never need to use this service, but if you do have to claim and I did they were excellent.

Slater, 2024

A happy returning customer! I had a policy previously and after a crash ALA staff were brilliant throughout the claim process. They were quick at responding to contact and very helpful whenever I spoke to them.

They helped me through my car insurance claim (with another provider) and ensured the gap claim was dealt with promptly after settlement – ALA paid about 2 weeks later.

Superb customer service, really pleasant to deal with. I knew I wanted to stay with them for my next car, but obviously I hope I don’t have to claim again!

Jaye, 2024

Very helpful customer adviser. I’ve used ALA for GAP insurance before and so did my daughter. My daughter had to claim on her GAP insurance last year and ALA paid out within a few days. Excellent insurance company.

Jannine, 2024

Fantastic company and staff, real test is if you need to make a claim, which unfortunately we did after my wife’s car was written off by a hit and run driver.

Aviva were useless taking 6 weeks, what a contrast dealing with ALA super friendly people and all sorted and paid in 3 days …

5 Star

Paul, 2024

Would highly recommend those guys! Unfortunately, I was involved in an accident and got paid everything from the GAP insurance. Will buy from them again next time, but hopefully no more claims! haha 🙂

Mario, 2022

Seamless process, very responsive and (main point) paid out when I claimed.

Paul, 2023

Absolutely awesome, provided the info post total loss, paid out the day I proved my insurer had paid me.

Claims team (Don) such a gent. Amazing.

Chris, 2023

Easy to get warranty and payout for claims every time – just make sure the service is up to date in accordance to manufacturer’s standard.

Mohammad, 2024

Make a Claim

GAP Insurance

Vehicle Replacement – Spectrum/Financial & Legal (Policies from 06/07/2023 – present)

Claims Procedure

Vehicle Replacement – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

Vehicle Replacement – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Vehicle Replacement – Assurant/LGI (Policies from 20/08/2019 to 26/09/2023)

Claims Procedure

Back to Invoice – AMS/Bastion (Policies from 01/09/2023 to 19/12/2023)

Claims Procedure

Back To Invoice – Spectrum/Financial & Legal (Policies from 06/07/2023 to present)

Claims Procedure

Back to Invoice – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Back to Invoice – Assurant/LGI (Policies from 20/08/2019 to 26/09/2023)

Claims Procedure

Contract Hire – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Contract Hire – Avid/AXA (Policies from 11/04/2022 to 11/05/2023)

Claims Procedure

Contract Hire – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

AVG – AMS/Bastion (Policies from 01/09/2019 to 19/12/2023)

Claims Procedure

Agreed Value GAP – AMS/Financial & Legal (Policies from 19/12/2023 to present)

Claims Procedure

Warranty

Warranty – Assurant/LGI (Policies from 23/08/2019 to 26/09/2023)

Claims Procedure

Warranty – Spectrum/Financial and Legal Insurance Company (Policies from 26/09/2023 to present)

Claims Procedure

Tyre & Alloy Wheel

Tyre & Alloy Wheel – MBG/Novus (Policies from 01/07/2021 to present)

Claims Procedure

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd/Premia

Claims procedure

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd / Connect

Claims Procedure

Tyre & Alloy Wheel – Fortegra Europe Insurance Company Ltd / Spectrum (Policies from 08/10/2024 to present)

Claims Procedure

Scratch & Dent

Scratch & Dent -MBG/Novus (Policies from 01/07/2021 to present)

Claims Procedure

Scratch & Dent – Fortegra Europe Insurance Company Ltd/Premia

Claims Procedure

Scratch & Dent – Fortegra Europe Insurance Company Ltd/ Connect

Claims Procedure

Scratch & Dent – Fortegra Europe Insurance Company Ltd/ Spectrum (Policies from 08/10/2024 to present)

Claims Procedure

Cycle Insurance

Cycle Insurance – Astrenska/Bastion (Policies from 21/05/2022 to present)

Claims Procedure

Excess Insurance

Excess Insurance – AMS/AXA (Policies from 13/10/2022 to 29/04/2024)

Claims Procedure

Excess Insurance – Fortegra Europe Insurance Company Ltd / Defend (Policies from 29/04/2024 to present)

Claims Procedure

Keycare

Keycare – Ageas Insurance Limited

Claims procedure

Short Term Motor Insurance

Go Shorty and ALA Insurance Short Term Motor Insurance

Claims Procedure

Breakdown Cover

Breakdown Cover – Trinity/Hadleigh Breakdown (Policies from 27/10/2024 to present)

Claims/ Assistance procedure

What our customers say

Have you had to claim on your GAP policy with us due to a write off, an accident or your vehicle was stolen?