Specialising in the high premium sector of the UK private car
market and small commercial vehicles, taxis and motor trade business
Information For Policyholders
Claims Procedure
Make a Claim
To make a claim, please call Service Claims as soon as possible on Freephone 0500 511001. Full details of your claim will be taken and advice on what will happen next and the timescales involved will be given.
For existing claims call 01273 741900.
Service Underwriting has a network of approved repairers available to repair your vehicle. All of our approved repairers have imaging technology which enables them to make digital images of the damage and compile a comprehensive repair estimate, both of which are downloaded to our engineers. If you chose to use one of our approved repairers you will obtain the following benefits:
- Free courtesy car for private car policy holders
- Free collection and delivery
- Guaranteed repair for 3 years
- Free cleaning
- No estimates required
You can use a repairer of your choice but you will need to send us a repair estimate. We may need to appoint an engineer to conduct an inspection of your vehicle. We will not be able to guarantee any repair work carried out and we are unable to offer the benefits mentioned above.
Should your vehicle be a total loss, an engineer will make a valuation and, wherever possible, call you to discuss and agree the amount. The valuation is made by researching trade guides and market trends, and is based on the cost of replacing your vehicle with one of similar type, age, mileage and condition at the time of the loss or damage.
To make a glass claim, please call the Windscreen Helpline on Freephone 0800 032 3522. The lines are open 24 hours a day. You should check your policy to establish that you have windscreen cover. You will be required to pay a contribution towards the cost of replacement, but no contribution is required if the damage is repaired.
If your car is stolen, then you need to report the theft to the nearest police station. Please then call Service Claims on Freephone 0500 511001 and have the crime reference number handy.
Important: Insurers pass information on to the Motor Insurance Anti-Fraud and Theft Register, run by the Association of British Insurers (ABI). The aim is to help us check information provided and also to prevent fraudulent claims. Under the conditions of your policy, you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. We will pass information relating to this incident to the register.
Complaints Procedure
It is our intention to provide you with a first-class service in respect of any claim or other aspect of your insurance. However, if you are dissatisfied with the service we have provided you should in the first instance contact your insurance adviser. If you are still unhappy with the service, please write to the Managing Director, Service Underwriting, Eridge House, Linden Close, Tunbridge Wells, Kent TN4 8HH quoting the Certificate number or claim number and give full details of your complaint.
What happens next?
- If we cannot resolve your complaint by close of business on the next working day, we will acknowledge your complaint within two working days of receiving it.
- We will investigate your complaint thoroughly.
- After we have investigated your complaint, we will write to you explaining the outcome of our investigation.
How long will the investigation take?
We will carry out the investigation within two weeks of receiving your complaint.
If we do not think we will be able to complete the investigation within two weeks, we will write to you telling you when we expect to be able to reply. If, at four weeks, we are not able to respond to your complaint, we will write to you again explaining what your rights are.
What happens at the end of the investigation?
We will write to you at the end of the investigation. We will explain the outcome of the enquiries and, if applicable, set out our proposals to resolve the issue.
What if I remain dissatisfied?
Should you remain dissatisfied after receiving a reply from the Managing Director of Service Underwriting, please write to the Managing Director, Service Insurance Company Limited, 260/262 Main Street, Gibraltar.
If you remain dissatisfied you may be able to take your complaint to the Financial Ombudsman Service if it is appropriate in the circumstances of your complaint. Their address is as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Telephone 0845 080 1800.
Sample Policy Wording
Private Car
Policy Wording (effective 1st January 2008)
Policy Summary (effective 1st August 2010)
Commercial Vehicle
Policy Wording (effective 1st January 2008)
Policy Summary (effective 1st August 2010)
Hire
Policy Wording (effective 1st January 2008)
Policy Summary (effective 1st August 2010)