Key contact numbers

Claims FAQs

1. How do I register a new claim?

   Regardless of blame it is important that you contact us within 24 hours of the incident occurring. Please visit our claims page https://selfservice.markerstudy.com to register your claim on-line. Alternatively, please call our 24 hour Claims Helpline on 0333 043 6529. In order for us to deal with your claim as quickly as possible please have the following information ready : 1. Your policy number or vehicle registration 2. Details of anyone else involved in the incident 3. Details of any emergency services that were involved 4. Details of any witnesses or camera footage/photos of the incident

2. How will my vehicle be recovered after an accident?

   In the event that your vehicle is immobilized or unsafe to drive following an incident, we will arrange roadside recovery via one of our specialist agents if you have a Comprehensive policy. This will be arranged when you register your claim with us and is a 24 hour 365 day service.

3. How do I claim if only my windscreen is damaged?

   If your windscreen or glass has been smashed, cracked or chipped, we will be able to organise a repair or replacement if you have comprehensive cover or have taken out additional glass cover on a third party fire and theft policy. Please call our glass line on 0808 1788126 for assistance or visit www.autowindscreens.co.uk where you can book your repair on-line. Please note: 1. Making a windscreen claim will not affect your no claims bonus 2. Courtesy cars are not provided for windscreen claims.

4. Who repairs my car after an accident?

   If your vehicle can be repaired economically and the damage is covered under your insurance, we will arrange for one of our Approved Garages to carry out the repairs. All repairs carried out by our Approved Garages are guaranteed while you own the vehicle, in addition, any parts used in the repair will be covered under the manufacture guarantee. To make a claim please visit our claims page https://selfservice.markerstudy.com to register your claim on-line. Alternatively, please call our 24 hour Claims Helpline on 0333 043 6529. In order for us to deal with your claim as quickly as possible please have the following information ready : 1. Your policy number or vehicle registration 2. Details of anyone else involved in the incident 3. details of any emergency services that were involved, any witnesses or camera footage/photos of the incident

5. Am I entitled to a courtesy vehicle?

   If your vehicle can be repaired economically, the damage is covered by your policy and you choose to have your vehicle repaired by one of our Approved Garages they will provide you with a courtesy vehicle once the repairs have started. If your vehicle isn't driveable our Approved Garage will provide you with a courtesy vehicle once your vehicle has been declared repairable and the repairs have started. The courtesy car that will be provided will be a small hatchback. Your courtesy vehicle will also 1. Be available for the duration of the repairs 2. Be covered as an extension of your motor policy with the same terms and conditions. If your vehicle is deemed to be damaged beyond repair and is classified as a total loss, you choose to use your own repairer or the courtesy car benefit is excluded in your policy, you will not be provided with a courtesy car.

6. My vehicle has been deemed a total loss. What happens next?

   If your vehicle is damaged beyond repair, your claims handler will contact you to discuss the next steps of your claim. We will instruct our salvage agent , Copart, to collect your vehicle where it will be taken to a salvage yard. Please ensure you remove all personal belongings as soon as possible. If your vehicle is a total loss, your policy will be cancelled which includes any 'driving other cars extension' or if you have more than one vehicle on cover, the written off vehicle will be removed from the policy. After we have reviewed your claim, we will make a payment to you or the owner of the vehicle if this is not you. If you have finance on the vehicle this will need to be cleared first, minus any policy excess and outstanding policy premium. To calculate any total loss payment we will use industry recognised guides. If your vehicle is a total loss, you will not be provided with a courtesy vehicle. If you have purchased additional cover for a hire vehicle, please refer to your provider who will be able to arrange this for you.

7. How long will it take for my claim to be settled?

   As each claim is different it is difficult to give an exact timeframe. However, it is our aim to make sure your claims experience with us is as quick and stress free as possible. Once you have reported the incident to us we will be in a position to give you a better idea of how long the process will take.

8. When will I hear from you about my claim?

   After reporting your incident, you will not need to contact us again unless we ask you to. We will keep you updated during the claims process. If your vehicle is being repaired by one of our Approved Garages they will contact you to arrange the repairs and provide you with a courtesy vehicle if this is applicable to your policy. If your vehicle is beyond economical repair we will be in touch to discuss the next steps. If you need to contact us you can and we will provide you with the best contact number.

9. What is an Excess?

   An excess is the amount you are required to pay when you make a claim. If your vehicle is repairable, the excess is payable to the garage when the repairs are complete. If your vehicle is damaged beyond repair and is deemed a total loss the excess will be deducted from the payment we make to you or your finance company. You will find details of all excesses that apply to you in your policy schedule

10. I don't think the incident was my fault. Why do I need to pay my excess?

    You're required to pay your excess if you make a claim. If the incident wasn't your fault, you may be able to reclaim the excess back from the person responsible or their insurance company.

11. What happens if the accident was my fault?

    Once your claim is validated, we will: 1. Arrange to get your vehicle repaired or start the total loss process if you have Comprehensive cover. 2. Contact anybody else involved and deal with their claim. Please tell anyone else involved to contact us as soon as possible as we may be able to help them with any claim they may wish to make. They can contact us on 0333 043 6529 or claims@markerstudy.com. To help us process their enquiry as quickly as possible, please ask them to quote your policy number or vehicle registration. If you receive any correspondence from the other driver or persons involved, their insurance company or representatives, please forward this to us and we'll respond on your behalf

12. What if the other driver disagrees with the accident circumstances?

    We will do our best to defend your position using the evidence we have. If there isn't enough evidence to support your position, we might have to accept some responsibility. if this happens we will discuss the options with you to negotiate the best possible settlement.

13. Who will reimburse my policy excess?

    If the other drivers insurance company accepts responsibility for the incident you will be able to reclaim your policy excess back directly from them. If there is a disagreement over who was at fault and we have to accept some responsibility, you may still be able to recover some of your excess.

14. If I don't make a claim do I still have to pay my excess?

    No, you will only have to pay your excess if you make a claim for your own vehicle.

15. What happens if I've incurred additional losses not covered under my policy?

    If the accident was your fault and you've suffered losses that aren't covered by your insurance, you can't claim for them unless they are covered by alternative cover which you may have purchased. Should this be the case please contact your Broker. If the accident was someone else's fault you can claim any losses directly back from the other driver or their insurance company. If you've bought motor legal protection, they may be able to assist you in claiming back your losses including your policy excess.

16. Do I need to contact the police after an incident involving my car?

    You will need to report the incident to the police in the following circumstances: 1. If your car is stolen 2. If your car has been broken into 3. If your car has been maliciously damaged (vandalism/arson) 4. If anyone has been injured as a result of the incident 5. You feel that an illegal act or fraud has taken place. If a crime has taken place, it is important that you obtain a crime reference number as we may need this in order to progress your claim.

17. What should I do if my car has been stolen?

    You should report the theft to the police at the earliest opportunity and obtain a crime reference number and contact us on 0333 043 6529 so we may start your claims process.

18. Can I use my own garage to carry out my vehicle repairs?

    You can use your own nominated repairer to complete your vehicle repairs if you wish to do so. If you choose to use your own repairer rather than one of our own nominated garages, we cannot accept any responsibility for the quality of parts used or repairs carried out and you may be asked to cover any difference between their labour rate and the rate our approved repairer would charge for the repair. if this is the case your claims handler will discuss this with you. In addition, a courtesy car will not be provided by us. If using your own nominated repairer then the below information will be required and will need to be sent to engineers@markerstudy.com quoting your claim number.
    • Estimate (full breakdown) for the required repairs on letter headed paper.
    • Images including damage, mileage, VIN plate and the vehicle as a whole including registration number.
    Once our engineers are in receipt of the estimates they will review these and will be in contact with you/or your repairer to discuss authorising the repairs and progressing your claim.

19. What happens if I have finance on my vehicle?

    Finance interest on your vehicle will only be relevant to your claim if your vehicle is a total loss. Following your vehicle being deemed a total loss, if there is any outstanding finance registered to your car, we have an obligation to pay the finance company first with any remaining amount being paid to the owner of the vehicle. If the outstanding finance exceeds the value of your car the remaining balance will be your responsibility. Please contact your finance company at your earliest opportunity and advise them of our interest and request an early settlement figure which will need to be sent to claims@markerstudy.com quoting your claim reference.

20. My vehicle has been deemed a Total Loss, what if I have a Private Plate?

    If you have a cherished number plate on your vehicle and you wish to retain it, please advise us of this as soon as possible. To ensure there is no delay in settling your claim, we recommend that you retain or transfer your cherished plate online as soon as possible at 'https://www.gov.uk/personalised-vehicle-registration-numbers/takeprivate- number-off' - however, please note there is an £80.00 DVLA fee which will be your responsibility to pay. If you do not wish to retain the registration number, please notify us on 0800 072 2050.

21. My vehicle has been deemed a Total Loss, what do I need to do to collect any personal belongings and/or personal data?

    You will need to remove any personal belongings from the vehicle prior to collection by our salvage agent (Copart). This includes clearing the vehicles on board computer of any and all personal information including, but not limited to telephone contact information, satellite navigation history and/or any pictures. If your vehicle has already been collected you will need to contact Copart on 0844 875 8845 to make arrangements to collect or deliver these items at your own cost. Neither we nor our agents can take responsibility for the loss or damage to any personal belongings in your vehicle or personal information that has not been deleted from the vehicles on board computer.

For Claims:
Markerstudy Claims Department
Markerstudy Insurance Services Limited
PO Box 726
Chesterfield
S40 9LG
Call our Claims Helpline on 0344 705 8183, we’re open 24 hours a day, 365 days a year.

Existing Claims: 0344 873 8184

The line for existing claims is open 9-5pm, Monday to Friday.