Claims Services Frequently Asked Questions
Who do I call if I need to make a claim?
Who repairs my vehicle?
I've been asked to get my vehicle repaired
but I believe that the damage is due to fair wear and tear. Do
I have to register a new claim?
Why isn't my dealer an approved Royal &
SunAlliance Priority Repairer?
Do I receive a free courtesy car when my
vehicle is at the repairing garage?
Why isn't the courtesy car the same as
my Motability vehicle?
Why can't I have an adapted courtesy car?
What is an excess?
The other party was at fault for this accident
when will I get my excess back which I have paid towards
repairs on my vehicle?
Who do I have to pay my excess to?
Why do I have to pay an excess when the other
party was at fault?
Why have I been asked to pay more than
one excess?
Why have I been asked to pay an excess
prior to the repairs commencing?
What if I can't afford my excess?
What should I do if I receive a letter
from the other party's Insurer/solicitor?
What do I do if I receive a court summons?
What does a split settlement mean?
Who do I call if I need to make a claim?
Call Royal & SunAlliance Motability Claims Department on
Freephone number 0500 373737 to register a claim
or complete the online Motor Vehicle Accident Claim Form.
Top of page
Who repairs my vehicle?
Your vehicle will be repaired by one of our Priority Repairers
who will provide excellent customer service and quality repairs
which have a lifetime guarantee on workmanship.
Top of page
I've been asked to get my vehicle repaired
but I believe that the damage is due to fair wear and tear. Do
I have to register a new claim?
If you have been prompted to register a claim following a Vehicle
Inspection and you feel the damage is due to Fair Wear and Tear,
then this should be discussed with the Motability Operations Fleet
Management Team, who deal with disputes of this nature.
Top of page
Why isn't my dealer an approved
Royal & SunAlliance Prority Repairer?
Your dealership is approved by Motability to sell and service
your vehicle, however, Priority Repairers are approved by Royal
& SunAlliance for vehicle repairs.
Top of page
Do I receive a courtesy car when
my vehicle is at the repairing garage?
A courtesy car will be provided when repairs are completed by one
of our Priority Repairers (typically these courtesy cars are standard models,
e.g. Fiesta,Corsa).
If your vehicle is deemed a total loss or stolen and not recovered
we are unable to provide a courtesy car. This will also be the
case should you choose to take your vehicle to a repairer of your
own choice rather than one of our Priority Repairers. In some
circumstances it may be possible to provide another vehicle or
alternative methods of transport. Please contact us to discuss
these options on 0500 37 37 37.
Top of page
Why isn't the courtesy car the same
as my Motability vehicle?
Our Priority Repairers provide a fleet of courtesy cars which
are standard models (e.g. Fiesta,Corsa). Whilst this caters for the requirements
of the majority, we regret that we are unable to meet everyone's
needs.
Top of page
Why can't I have an adapted courtesy
car?
Unfortunately, we are unable to provide adapted courtesy cars.
However, in some circumstances it may be possible to provide another vehicle
or alternative methods of transport. Please contact us to discuss these options
on 0500 373737.
Top of page
What is an excess?
An excess is a contributory amount you pay when making a claim.
However, if the claim is deemed not to be your fault, in some
instances it may be possible to recover your excess from the responsible
party.
Top of page
The other party was at fault for this
accident when will I get the excess back which I have paid towards
my vehicle repairs?
If the claim meets certain criteria we may be able to waive
the excess when you register the claim. If this criteria is not
met we will attempt, where possible, to recover the excess on
your behalf. (Please refer to the section on Uninsured
Loss Recovery for further information)
Top of page
Who do I have to pay my excess to?
The excess must be paid to the repairer/supplier.
Top of page
Why do I have to pay an excess when the
other party was at fault?
Paying an excess is designed to keep the Contract Hire Scheme
costs as low as possible therefore making it accessible to more
people. If another party is at fault for a specific accident,
and the claim meets certain criteria, the excess may be waived.
In all cases, Royal & SunAlliance Motability will refund any
excess paid if they recover the money from a third party.
Top of page
Why have I been asked to pay more
than one excess?
An excess will be payable for each individual incident which
will be treated as separate claims. However the claims
department will confirm to you the exact excess applicable at
the time of registering the claim.
Top of page
Why have I been asked to pay an
excess prior to the repairs commencing?
The payment of an excess prior to repairs commencing is a contractual
lease agreement.
Top of page
What if I can't afford my excess?
Unfortunately due to the Scheme rules, we are only able to waive
the excess if it meets the criteria set out in the scenario
above (Why do I have to pay an excess
when the other party was at fault).
As your contract with Motability Operations states that you should
arrange for the vehicle to be repaired as soon as possible, if
you are unable to pay the excess you should contact Motability
Operations who will advise you on the most appropriate course
of action. .
Top of page
What should I do if I receive a
letter from the other party's Insurer/solicitor?
Please contact Royal and SunAlliance Motability Claims Department
on Freephone number 0500 373737 to advise us of the content of
the letter and to register a claim if you have not already done
so. You will then need to forward this correspondence to us quoting
your claim reference number. Please do not respond or make
any comment relating to responsibility for the accident to
the insurer / solicitor.
Top of page
What do I do if I receive a court
summons?
Please contact Royal and SunAlliance Motability Claims Department
on Freephone number 0500 373737 to advise us that a court summons
has been received. We will advise on the appropriate action needed
and may then require the original document to be sent to us (if
possible by recorded delivery). Please do not complete any part
of the form.
Top of page
What does a split settlement mean?
In some instances, both parties may have conflicting versions
of the events and liability may be difficult to prove. In these
circumstances we may agree to deal on a split liability basis.
This will mean that both parties accept a proportion of the blame.
Therefore only a percentage of your excess will be recovered.
Top of page
