Motor Insurance FAQ
1. Who will repair my car?
NIG has in place a UK wide network of recommended repairers selected for their quality workmanship and commitment to customer care to enable you to be sure that any repairs to your vehicle will be completed to the highest standard.
After your claim has been reported and provided repairs can proceed, the nearest possible recommended repairer would be instructed to contact you. The following benefits are guaranteed.
Free Collection and Return: The chosen repairer will collect your vehicle and deliver it back to you upon completion of repairs.
Fast Repair Service: Our repairers and engineers liase continually to ensure your vehicle is inspected quickly and repairs started as soon as possible (no estimates are required). All Recommended Repairers have the latest repair technology to increase efficiency and effectiveness when repairing your vehicle.
Free Cleaning Service: Your vehicle will be specially cleaned inside and out prior to its return to you.
Guaranteed Quality: All Recommended Repairers have a five-year craftsman guarantee for all repairs carried out to your vehicle.
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2. Courtesy Cars
If one of our recommended repairers is chosen to repair your vehicle, a courtesy car will be provided free of charge for the duration of the repairs. However, please note that if your vehicle is a Total Loss you will not be entitled to a courtesy car.
Insurance for the courtesy car will be arranged between the Recommended Repairers and us (you will not have to become involved at all). All drivers presently covered on your policy will be able to use the courtesy car.
You can of course select your own repairer, however, the benefits and services mentioned above would not be guaranteed. If you want to use your own repairer, please call our claims advisers on 0845 607 1626. You may be required to obtain estimates before repairs can be authorised.
Subject to availability.
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3. What happens if my car is a total loss?
Our engineer will complete a full inspection of your vehicle, and if it is uneconomical to repair, it will be deemed a Total Loss. As long as your cover is in order, an offer will be made to you in settlement based on the current market value of your vehicle. This figure will take into account the age, condition and mileage of the car.
If the vehicle is less than one year old and the cost of repairs exceeds 60% of the vehicle value, you may be entitled to a replacement vehicle. Our engineers will provide further information on this benefit, if applicable.
If you have an accident and we decide your vehicle is a total loss, we aim to make an offer within two working days from inspection.
At this stage, our engineer will ask for the following:
- Vehicle Registration Document
- MOT Certificate
- All sets of vehicle keys
- Insurance certificate
- Any service history
- Purchase receipt
- Copy of your driving licence
Our engineer will make arrangements to move the vehicle at no cost to you to a place of free and safe storage until the claim is settled.
If the documents are in order, a settlement cheque will be sent to you with the following deductions:
- Any policy excess
- Outstanding premium
- Hire Purchase
Once we have agreed to make a claim payment and the cheque is authorised we aim for the cheque to be received within two postal days.
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4. What is 'policy excess' and do I have to pay it?
This is the first part of any claim made which you agree to pay when you buy a policy with us (please check your policy schedule for the amount applicable). Upon completion of repairs to your car the garage will collect the policy excess or alternatively it will be deducted from your total loss settlement cheque.
If an incident is proven to be the fault of another driver, and they have a valid insurance policy, their insurance company should reimburse your policy excess. We will endeavour to recover this on your behalf.
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5. What happens to my No Claims Discount (NCD) if I make a claim?
If you make a claim, your No Claims Discount will be reduced, unless you have an NIG Guaranteed Bonus Policy. Please contact your broker for further information regarding this.
The following will not affect your No Claims Discount:
- Payments made for windscreen claims.
- Claims where you are not at fault, as long as we have recovered all that we have paid out from the party responsible.
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6. What are the different levels of policy cover?
Third Party Only - Covers you for your legal liability arising from incidents where death, bodily injury or damage to third party property has been sustained.
Third Party Fire and Theft - Covers you for your legal liability arising from incidents where death, bodily injury or damage to third party property has been sustained and for your car if it is damaged by fire, stolen or damaged in an attempted theft or fire. Certain car accessories are also covered against theft if stolen from a private locked garage.
Comprehensive - Covers the above and accidental damage to your car.
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7. Do I need to contact the police after an accident or theft?
If you have been involved in an accident where injuries have been sustained to any person, you are required by law to report the accident to the police within 24 hours of the incident.
All thefts or attempted thefts should be reported to the police who will provide you with a crime reference number.
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8. What is the market value of my vehicle?
It is the cost of replacing your vehicle with one of similar age, specification, colour, condition and mileage.
If your car is a total loss or stolen, we will offer you the market value.
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9. What are uninsured losses?
Any losses that you incur as a result of a claim which are not covered under the terms of your policy are uninsured losses.
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10. What happens if the other driver disputes my version of events?
All evidence available will be considered, such as allegations made by all parties involved, witness statements and areas of damage will be taken into account before any final decision is made. Our highly trained claims staff will negotiate the most favourable settlement on your behalf with the other person's Insurance Company. All settlement proposals will be discussed with you before any action is taken.
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11. What does NIG do to help combat fraud within the Insurance Industry?
The huge majority of our policyholders who make a claim are completely honest, however some claims made can be exaggerated or even completely fraudulent. In order to identify and investigate these claims, NIG has set up a highly effective Special Investigation Unit.
The staff on this unit have access to a variety of Insurance Industry databases which share information with other companies giving NIG the weapons to fight fraud whenever possible. Furthermore, if we do identify any fraudulent claims, we contact the police and inform them.
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