Where can I have my car repaired when I have a DEFEND Car Protect warranty?
Insurance can be concluded through an extensive network of our contractual partners (new and used car dealers, insurance brokers etc.), usually when purchasing your car. We therefore advise you to speak to your dealer about DEFEND insurance products when buying a vehicle. In case your dealer does not offer DEFEND INSURANCE products, please contact us by e-mail firstname.lastname@example.org or by phone at +48 32 797 10 41 and if your vehicle meets the conditions of insurance entry, it will be possible for us to arrange it.
Who and how do they assess whether it is a legitimate insured event?
The validity of a claim is assessed by the claims department together with DEFEND INSURANCE's Claim department under the policy‘s terms and conditions. The assessment is carried out on the receipt of the completed Inquiry Report form, or other requested documents (photographs, etc.), and in some cases also on the basis of a personal inspection of the vehicle at the repairer where the vehicle is located.
Can a claim be rejected? Why?
Yes, unfortunately, a claim can be declined and the insured is then forced to pay for repairs from their own financial means. The most common reasons for declining a claim include:
- The damaged part is not listed on the list of covered parts of the specific policy;
- The insured did not follow the claim process (e.g. the repair was conducted prior to a DEFEND Claim Adjuster’s prior approval);
- This is not a sudden malfunction, but rather just normal wear and tear;
- The defect was pre-existing damage prior to the commencement of the policy;
- The fault was due to negligence of the insured (e.g. driving without oil, etc.)
We encourage each client to carefully read the coverage and insurance terms and conditions and, in case of any uncertainty or questions, contact us.
Do I need to service my vehicle at an authorized manufacturer’s service centre?
A vehicle‘s service must be performed by the dealer you bought the car from or an authorized service center. An authorized service is a manufacturer or independent service that is capable of performing the service, subject to the procedures and scope of work prescribed by the car manufacturer, and using original or equivalent quality spare parts.
Does the warranty also cover failures that occur when traveling abroad?
The DEFEND Car Protect warranty covers damage occurring in the territory of the Poland and during temporary journeys to countries of the Europe excluding Russia. In the event of a vehicle failure abroad and repair of the vehicle on-site, please contact us immediately in order for us to inform you of the correct process. In the case of a repair required outside the Poland, the payment for spare parts and labour is limited by the prices and rates required by a repairer in the Poland.
Is the insurance benefit paid to a repairer or do I have to pay for the repair and then it is paid to me?
If the warranty repair is approved by the DEFEND Claim Adjuster, DEFEND usually pays the costs directly to the repairer (dealer) if authorised by the Insured. The customer can then take his car immediately after the repair. If this method is not possible for any reason, then the insurance benefit is paid to the Insured or to the designated person.
How is my vehicle valued?
When purchasing the insurance policy, the insured sum is based on the purchase price of the vehicle on
the invoice / purchase contract upon purchase. The purchase price of the vehicle only includes factory
fitted accessories and does not include services, charges, insurance, etc. The invoice / purchase contract
for the vehicle must not be older than 120 days.
In the case of an claim event, the general price of the vehicle the vehicle had at the time of the insured event is determined. The generic price is the financial amount for which the vehicle could be sold at a given time, and as a rule it is determined by the primary (emergency) insurer and we accept it for the calculation of the insurance benefit from the GAP insurance.
What happens if the car is stolen, I receive the insurance benefit and then the car is found?
If your vehicle is found after the date of the postponement of the investigation by the Police of the Poland and the indemnity from the GAP insurance has already been paid, the found vehicle usually belongs to the insurer of accident insurance so the insurance benefit is not returned.
How do I make a claim?
When you become aware of any event that could lead to a claim, please contact us immediately on +48 32 797 10 41 or e-mail at email@example.com.
A claims adjuster will explain the claims procedure to you, as well as provide you with a claim report form.
We aim to make the claims process as efficient as possible. We therefore ask for your cooperation in complying with the claims process, as well as the timely delivery of any required documents as per your policy terms and conditions.