Welcome to Customer Help and Advice

Your warranty documents will detail the circumstances in which you won't be able to claim on your warranty. These circumstances can include:

• Failure to obtain authorisation from us before having any repair work completed
• Failure of items that need to be replaced during routine service such as tyres, brake pads, bulbs, batteries etc
• Pre-existing faults identified as faulty before the warranty start date
• Negligence or intentional damage
• If your car has been modified from the manufacturer's specification
• Any claims for bodywork, paintwork and glass
• If the vehicle hasn't been serviced in line with manufacturer’s guidelines

Your terms and conditions will provide a full list of these exclusions. All claims are subject to a cause of failure which needs to be determined by your repairer.

There is no excess payable on AutoProtect warranties and mechanical breakdown insurance products.

In order to process your payment, we need to receive an invoice for the repair work, this should be submitted by your repairer using our online platform, iProcess, or by email to invoices@autoprotect.net.

If our claims team has approved your claim and we have received your invoice, your payment will take up to five working days to be processed and reach your account via BACS transfer. If you've been waiting longer than five working days, please call us on 01279 456 500 Monday to Friday between 9am and 5pm.

If we are reimbursing the repairer, your repairer must remember to include the payment details on their invoice to avoid delay.

Please note the invoice needs to state 'Selling Dealer C/O APA Ltd' if your warranty is not insured.

A VAT breakdown and number must be visible if charging VAT. The vehicle registration must be present on the invoice. 

The Institute of Chartered Mechanical Engineers (ICME) provide an independent service that is used throughout the motor industry; garages and warranty providers alike, to establish labour repair times.

Your warranty claim payment for repairs will be made directly to the repairer to save you from being left out of pocket. This is why it’s important to wait for the authorised claim number to be issued by our claims team.

Please do not accept any quote from the repairer, or start with any repairs, until our claims team have issued an authorisation number for your valid claim.

If your vehicle breaks down outside of office hours, see our response for emergency out of hours repairs on what to do next. 

Under normal circumstances, it is essential that your repairer does not carry out any repair work to your vehicle until they have received authorised from us. Doing so could affect the outcome of your claim.

If your vehicle breaks down outside of office hours, see our response for emergency out of hours repairs on what to do next.

Usually, the cause of a fault is easy to identify and the repair can be started straightaway once we've authorised your claim. Sometimes though, it isn’t clear what is causing the fault and the repairer needs to investigate the cause. If this happens, and the repairer charges their time taken to identify the fault, the cost of the diagnosis will not be paid in your claim.

PLEASE NOTE: No repairs should be carried out before obtaining an authorisation number from us.

You have the option of using your repairer of choice, we are able to work with any repairer as long as they are able to follow our claims process.

PLEASE NOTE: No repairs should be carried out before obtaining an authorisation number from us.

Take your car to your chosen garage, we are able to work with any repairer nationwide, as long as they are able to adhere to our claims process. They do not have to be VAT registered.

If you have any questions about a current claim, please feel free to call us and we'll be happy to assist:
Call us on 01279 456 500 Monday to Friday 9am to 5pm, or Saturday 9am to 1pm. Please note that calls are charged at local rates.

We understand that cars can let you down outside of office hours, so we’ve made allowances for this in our claims process.

If you find yourself in this situation, then please make sure to follow these steps:

1. Where repairs have been completed without our authority, you must send us your evidence of the cause of failure as soon as possible after the repair is complete. If this cannot be provided your claim will be invalid and we won't be able to compensate you for the work completed. 
2. Ask the repairer for a receipt that clearly displays:
   • Your vehicle details
   • The details of the repair, including the cost of any part(s) and labour
   • The time and date the repair was diagnosed and carried out
3. Please make sure you follow the conditions in your warranty documents and check that the faulty parts are included under your agreement's listed parts.

There’s no limit to the number of claims you can make in the lifetime of your warranty, as long as you follow the terms of the agreement.

You can claim up to the maximum claim limit you selected for each valid claim that you make. If the repair work needed to your vehicle is in excess of your claim limit, you will be liable to pay for the top up amount to cover the work in its entirety. 

All of our extended car warranty claims are managed by our claims team, who manage our claims with expert attention and settle valid claims as quickly as possible.

The claims team includes trained technicians with advanced technical knowledge of your vehicle, alongside dedicated and experienced claims handlers and loss adjusters who will provide you with the assurance that your claim will be handled efficiently and effectively.

The best way to check if the fault on your vehicle is included in your warranty is to take your vehicle to your repairer or garage of your choice. They'll be able to identify the cause of failure for you.

Once they have this information, repairers can start a repair with us via our online claims portal, iProcess. Alternatively, they can call us on 01279 456 555 and they'll be able to speak to one of our trained technicians who will confirm if the fault is included in your agreement.

If it is not included, our technician will contact you to confirm why.

You will need to have the following information to hand:

1. The reason for the breakdown or failure (if known), or the fault on your vehicle
2. Your details, your vehicle details, and your agreement number
3. The current location and condition of the vehicle (driveable, not driveable, broken down)

Once we have this information, we’ll be able to assist you in determining if you have a valid claim and how to move forward.

As soon as you notice a problem with your car and you suspect you may have to claim, even if it hasn’t yet broken down, feel free to give us a call.
Remember, always register your claim as soon as you can, and definitely before you accept any quote from the repairer or start the repair work.

To register your claim, call us on 01279 456 500  and a member of our warranty claims team will be on hand to assist you. It's essential that you notify us of your claim before you authorise any repair work on your vehicle. If you fail to do you risk invalidating your claim.