Welcome to Customer Help and Advice

Your AutoProtect policy details all of the circumstances that you cannot claim for, including the vehicle being declared a total loss as a result of:

• The driver of the vehicle being under the influence of alcohol or non-prescription drugs at the time of the claimable event
• The vehicle being used for any illegal activity
• An act of negligence, such as leaving the vehicle with the keys inside

Please see your terms and conditions for full details.

There is no excess payable on an AutoProtect policy claim.

Dependant on the terms and conditions on your policy will determine the payee, in the event of a valid claim. Please contact one of our claims team 01279 456500, who will take you through the details with you.

Please contact our claims handlers before you accept a settlement offer from your motor insurer, so that we can help you navigate the claims process accurately.

It’s best to register your claim as soon as possible and recommended to do so before you accept any settlement offer from your insurer. 

Regardless of fault, you are still eligible to claim on your GAP Insurance. As long as you have a valid comprehensive motor insurance policy in your name, the GAP team will guide you through the claim process.

Glasses Guide is an industry-leading vehicle valuation guide used by insurers, dealers and finance companies to determine the market value of used cars.

It provides independent pricing data based on make, model, age, mileage and condition, and is commonly used when calculating insurance settlements or vehicle values.

Our aim is to make your claim as simple and stress-free as possible. Managing claims efficiently takes qualified and experienced professionals, which is why we have a dedicated team allocated to GAP insurance claims so we can deliver accurate settlement directly to you.

The fastest way to start a GAP insurance claim is using the AutoProtect App. Head to your app store today to download the app quickly and easily.

We understand it’s frustrating being without your vehicle and we’ll do everything we can to process your claim quickly.

Please provide the following:

• Motor Insurance Schedule & Certificate (showing your name, vehicle details, policy number, level of cover and valid cover at the date of loss)
• Vehicle Purchase Invoice (official sales invoice showing vehicle details, price paid and invoice number)
• Insurance Settlement Letter (confirming the vehicle is a total loss, settlement amount before deductions, excess, claim reference and insurer details)
• Finance Agreement (signed agreement showing your name, agreement number, vehicle and finance company details)
• Finance Settlement Letter (showing the outstanding balance required to settle the agreement)
• A detailed description of the incident, including a crime reference number if applicable

We will also arrange a short video call to verify your documents. Please have them available in paper form or on your emails so we can capture clear images/upload them during the call once verified. 

Please note: depending on your policy type, we may request additional documents to verify your claim.

Please contact us as soon as possible after the incident to help avoid any unnecessary delays with your GAP insurance claim.

Getting in touch early allows our claims team to guide you through the next steps, review any settlement information you receive and ensure everything is progressing smoothly. We’re here to support you throughout the process and help make your claim as straightforward as possible.

If you haven't already downloaded the AutoProtect App for easy access to your documents and more, head to your app store today and search 'AutoProtect'.

The AutoProtect App will provide updates about the status of your GAP insurance claim. You'll also receive updates by phone from your dedicated GAP insurance claims handler. If you want to know something more urgently, you can 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.

It’s best to register your claim as soon as possible and recommended to do so before you accept any settlement offer from your insurer. Download the AutoProtect App today to start your GAP insurance claim in minutes. The app will prompt you to share relevant information with us to create a new claim with us. 

Your GAP insurance policy documents will have been provided to you at the time of purchase alongside your vehicle. If you have misplaced your documents or need new copies, you can access your policy documents using the AutoProtect App. 

If you haven't already downloaded the AutoProtect App for easy access to your documents and more, head to your app store today and search 'AutoProtect'.