MOTOR INSURANCE FREQUENTLY ASKED QUESTIONS
What should I do if I have an accident?
To make it easier to settle your claim quickly:
- Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of their vehicles.
- Try to get names, addresses, phone numbers and email addresses of witnesses.
- Notify the police as soon as possible.
- If your vehicle is not driveable and you have comprehensive cover, arrange for it to be towed somewhere safe. Make sure you have the address details so that you can let us know where your vehicle is located preferably the nearest garage.
- Notify us of your claim online, or call our claims department on 04-745869 and we will take you through the claims process.
What if my vehicle has been stolen?
- Report it to the police as soon as possible.
- Notify us of your claim online, or call our claims department on 04-745869 and one of our friendly consultants will take you through the claims process.
Will I have to pay my excess?
It will depend on the circumstances. You may be required to pay an excess to have your vehicle repaired. An excess is the amount shown in the current schedule which you must pay when you make a claim under your policy unless we state an excess does not apply. Our claims team will always advise you when you will need to pay an excess, but if you are unsure about your claim, or have any queries about our claims process, please contact our Claims team on 04-745869.
What happens when my vehicle is assessed?
One of our qualified Motor Assessors inspects the damage to your vehicle.
On the assessment date, you need to leave your vehicle at the repairer (usually by 8 a.m. in the morning).
The Assessor inspects the damage to your vehicle referring to the details supplied by us. This includes the vehicle details, accident description, policy cover and whether the repairs are authorised to go ahead.
The necessary repairs, paint and parts for your vehicle will be determined by the Assessor and in most cases, authority to repair your vehicle is given the same day to your repairer. The Assessor provides a report on the damage and agreed repairs to the Claims Department.
Our Claims Team will contact you by telephone or email to confirm the repairs are authorised.
Can I use my own repairer?
Yes, and let us help you get back on the road! Our extensive list of repairers includes our selected repairers - they deliver excellent customer service and quality repairs so you can be sure that we will strive to achieve the best repair outcome for you. Alternatively, you can call us on 04-745869 and one of our friendly claims service consultants will take you through the claims process.
When will my vehicle be repaired?
You will need to liaise with your repairer as to when they can commence the repairs. Usually, your repairer will be able to start work immediately following the authorisation.
Once repairs are complete your repairer will contact you to collect your vehicle. You may need to pay an excess depending on the circumstances of your claim. We will have advised you whether or not an excess applies when you lodged your claim.
You will have to sign a satisfaction note once you are satisfied by the repairs done by repairer.
What if my vehicle is written-off?
If the Assessor determines that the vehicle is damaged beyond repair, we will call you to advise you of this. If your policy is Agreed Value, then the Pre-Accident Value of your vehicle has already been determined. However, if your policy is Market Value, this value is based on a number of factors including:
- Current Market Value,
- Pre-accident condition of your vehicle, and
- Kilometres travelled (Mileage Reading).
The Pre-Accident Value provided by the Assessor does not consider any Excess or Unpaid Premium (if you pay your policy by monthly instalments we will calculate the remaining premium due for the policy period), which may need to be deducted. Once we have received the Assessor’s report, we will contact you with the final settlement amount.
When there is finance on your vehicle, ECGC is obligated to pay the financier any outstanding amount.
If you choose to surrender the wreckage it becomes the property of ECGC, we will arrange for your vehicle to be towed away from the repair shop and for it to be disposed of. You will need to remove any personal items left in your vehicle.
What should I do if someone makes a claim against me?
- Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of all vehicles.
- Advise the third party that you are insured with ECGC and that they have to send their claim documents to us.
- Don’t make any admissions of liability and don’t attempt to settle any claim made against you.
- Notify us of your claim online, or call our claims department on 04-745869.
What happens when you are a Third Party?
When your vehicle has been damaged by a vehicle insured by ECGC and the claim has been reported to us, we will arrange for your vehicle to be assessed. Provided the claim is accepted, we will settle the claim directly to yourself.