Claims

At DEFEND INSURANCE GROUP, we recognize the importance of gaining clients confidence and ensuring that we provide a positive and seamless claims experience.  

We aim to resolve your claim promptly and accurately. Therefore, we ask for your cooperation in following the instructions provided by our claims adjusters and providing us with all necessary documents in a timely manner.

Your experience is important to us, so we treat each insurance event individually. For this reason, please contact our Claims Department as soon as you are aware of a need to claim, for instructions on how to proceed.

But to know what to expect, here's some basic information according to your insurance programme:

No repair shall be made to the insured vehicle without our explicit approval. All costs for any work that is commenced or completed prior to our approval shall be borne by the insured and automatically become grounds for rejecting the claim.

  • Report of Damage Event:
    When you (insured party or on behalf of the insured) become aware of any damage that could lead to a claim you must report the damage within 7 days of the incident on +420 233 103 111 or by e-mail to likvidace@defendinsurance.eu.
    In order to register a claim the claims adjuster will need to know the policy number or vehicle VIN code.
  • Inspection of the vehicle, authorized services:
    In order for us to assess your claim, you must allow us or our authorised repairer to inspect your vehicle. Alternatively, you may be authorised to take your vehicle to any VAT registered repairer.
  • Documentation:
    For the prompt assessment of your claim we will need the following documentation: fault diagnosis, repair budget, claim reporting form, vehicle photographic documentation and a copy of the large technical license.

  • Report of Damage Event:
    When you (insured party or on behalf of the insured) become aware of any event that could lead to a claim you must report the damage within 8 days of the incident on +420 233 103 111 or by e-mail to likvidace@defendinsurance.eu.
    In order to register a claim the claims adjuster will need to know the policy number or vehicle VIN code. For the prompt assessment of your claim we will need the following information: damage details (when and how the accident happened, the vehicle was used, whether the case was solved by the police, whether the damage was total, the name of the CASCO company and where the crashed vehicle is located)
  • Documentation:
    The Insured must complete the Claim Forms and provide the following documents (as appropriate, in accordance with the instructions of the liquidator):
    - Copy of purchase receipt Vehicles (usually an invoice)
    - Copy of both sides Vehicle registration certificate, Part II. (Technical certificate)
    - A copy of the Financial Contract
    - A copy of the document proving the CASCO insurance of the Vehicle
    - Copy of the Report about the Reporting / Investigation of the Police Incident Event (*)
    - A copy of the Driver's, who drove the vegicle at the time of the event, Drive license
    - Adress of Vehicles storage location, including contacts (for eventual inspection of vehicles)

Please note that any concerns arising from contractual obligations between the vehicle vendor and the buyer are dealt with as a complaint to the dealer directly. If you are unsure whether to direct your concern to the dealer, feel free to contact us at +420 233 103 111.

No repair shall be made to the insured vehicle without our explicit approval. All costs for any work that is commenced or completed prior to our approval shall be borne by the insured and automatically become grounds for rejecting the claim.

In the event disassembly of any parts is required to determine whether the breakdown is a valid claim, this disassembly may be carried out only with our agreement. If it is discovered after disassembly that the claim is not covered, all expenses for disassembly of parts shall be borne by the Insured.

  • Report of Damage Event:
    When you (insured party or on behalf of the insured) become aware of any damage that could lead to a claim you must report the damage immediately after the occurrence of the damage on +420 233 103 111.
    In order to register a claim the claims adjuster will need to know the policy number or vehicle VIN code.
  • Inspection of the vehicle, authorized services:
    In order for us to assess your claim, you must allow us or our authorised repairer to inspect your vehicle. Alternatively, you may be authorised to take your vehicle to any VAT registered repairer.
  • Documents:
    The Insured must then fill out the Claim Report Form and provide the following documents:
    - diagnostics statement (diagnostic protocol, mechanical failures then detailed description of defect from selected claims insurer)
    - preliminary budget for the cost of repairing a vehicle from your chosen item on the territory of the Czech Republic (repair costs - spare parts and hourly rate + material and parts + VAT)
    - photos: damaged part, VIN number, tachometer, vehicle view incl. reg. number
    - if the damaged part is part of the engine, it will be necessary to document the service history of the vehicle from the date of its purchase (in particular proof of oil change in the engine, eg. service book or invoice for replacing oil from repairer, etc.)
  • Assessment and payment of insurance benefits
    After receiving all required documents, we will assess your claim. Once your claim has been approved, after the vehicle has been repaired, you will be required to email us an invoice for the repair of the vehicle, a photograph of the old and new parts (both parts in one photograph) and photographs of the new parts mounted on the vehicle.

No repair shall be made to the insured vehicle without our explicit approval. All costs for any work that is commenced or completed prior to our approval shall be borne by the insured and automatically become grounds for rejecting the claim.

  • Report of Damage Event:
    When you (insured party or on behalf of the insured) become aware of any damage that could lead to a claim you must report the damage within 30 days of the incident on +420 233 103 111 or by e-mail to likvidace@defendinsurance.eu.

    In order to register a claim the claims adjuster will need to know the policy number or vehicle VIN code.

    For the prompt assessment of your claim we will need the following information: the cause of the damage, a complete description of the damage and confirmation that the damage falls under the definition of “minor damage” as stated in your policy documents.
  • Proof of required documents:
    You may be required to provide a digital photograph of the damage and allow us or our authorised repairer to inspect your vehicle.

No repair shall be made to the insured vehicle without our explicit approval. All costs for any work that is commenced or completed prior to our approval shall be borne by the insured and automatically become grounds for rejecting the claim.

  • Report of Damage Event:
    Insured (or repair service on behalf of the insured) must report immediately the claims by telephone +420 233 103 111 or email likvidace@defendinsurance.eu.
    The administrator will require: the insurance contract number, the odometer reading at the time of the technical inspection and the list of faults specified on the Protocol of regular technical inspection.
  • Inspection of the vehicle, authorized services:
    If the vehicle is mobile, you must transport the vehicle to an Authorised Repair Service for inspection as soon as possible but no later than within 7 days of reporting the claim.
    If the Insured Vehicle is not able to be driven from the STK due to a dangerous defect, you must arrange to transport the vehicle to the nearest Authorized Repair Service. If the reason the vehicle may not be driven relates to a defective Covered Component, the insurer will provide reimbursement for towing expenses up to a limit of Kč 2.000,- which is included as a part of the Maximum Claim Limit.
    The Administrator has the right to inspect the Insured Vehicle prior to approving your claim.
  • Documentation:
    For the investigation of your claim we will need the folloring documentation: The "Protocol of regular technical inspection" and the Declaration of Registration (Technical Licence), clearly showing the entries and dates in the "Record of Technical Inspections and Validity of Technical Eligibility" section.

If you have any questions, check out our FAQ or contact us.