Claims

Insurance is only as good as the claim service

Pro-active claim handling

Our aim is to make sure that, should you need to make a claim you are able to obtain a reimbursement as quick as possible. To achieve that we have appointed Orchard Administration Limited (OAL) to handle claims on our behalf. OAL have been handling car hire excess claims since 2014 and have developed a number of skills in this niche area. Many of the team have been in post for more than three years so have built up a bank of experience.

The system designed and built by OAL is designed specifically for excess insurance claims and allows users to manage their claim online at a time to suit them. There is a communications solution built in to the application so that all correspondence are in the system, no more lost emails! In addition the system automatically chases claimants for responses to questions as part of that commitment to get claims settled.

TrustPilot Reviews - Claim Handling

Vehicle Hire Insurance including Car, Motorhome and Van

Policies purchased on or after the 3rd June 2021

In order to make the claim procedure as seamless as possible, our claim handlers, Orchard Administration have set up an online submission process. If you are a UK customer and have purchased your policy after the 3rd June 2021 please visit your customer portal, MyQuestor and follow the link in order to make your claim at claimant.orchard-administration.co.uk.

If you require any assistance with making your claim please telephone Orchard Administration on +44 (0)333 3230 095. Kindly note, our claim handlers will require you to upload the following documents to support your claim:

A copy of your Rental Agreement showing driver names, dates of the rental and your excess liability
A copy of the Accident Damage Report (or similar document) and/or photographic evidence of the damage caused
A copy of the driving licence of the person named on the Rental Agreement as Lead Driver and also the person who was in control of the vehicle at the time of incident
Proof of payment of the costs being claimed in the form of a credit/debit card statement showing the payment made and the card holder’s name
An invoice from the Rental Company which confirms the costs of the repair carried out to the rented vehicle and associated administration fees
Repairs invoice or damage matrix supplied by the rental company which details in full the breakdown of the parts and labour charges
If you are claiming for personal effects you must provide a copy of a Police Report
If you are claiming as a result of a third party damaging your rented vehicle you must provide us with written confirmation from your rental company confirming whether liability has been determined

All claims must be reported to Orchard Administration as soon as possible, but in any event within 30 days of you becoming aware of an incident. You must complete a claim form (in full) and provide at your own expense, any information and assistance which the claims administrator may require in establishing the amount of any payment under your insurance. If you fail to comply with these conditions and this affects the ability of the claims administrator to fully assess your claim or keep our losses to a minimum, your claim may not be paid or any payment could be reduced.

Policies purchased before the 3rd June, 2021

If you are a UK customer and have purchased your policy before 3rd June 2021 please submit a claim via https://claim.orchard-administration.co.uk you will need your certificate number and claim scheme code, both of which are shown on the Certificate of Insurance.

Motor Excess Protection

Policies purchased on or after the 3rd June, 2021

If you are a UK customer and have purchased your policy after the 3rd June 2021 please visit your customer portal, MyQuestor and follow the link in order to make your claim at https://claimant.orchard-administration.co.uk

Proof of payment of the excess in the form of an invoice from the repairing garage (if repaired) or a letter from your insurer stating that your excess has been deducted from your settlement amount (if the vehicle has been written off)
A copy of your schedule and/or motor insurance policy showing the excess applicable, period of insurance and the persons covered under your motor insurance policy
A document/letter from your main insurer which confirms who was held at fault for the incident

Policy purchased 1st March 2018 until 3rd June, 2021

If you are a UK customer and have purchased your policy before 3rd June 2021 please submit a claim via claim.orchard-administration.co.uk you will need your certificate number and claim scheme code, both of which are shown on the Certificate of Insurance.

Travel Insurance

If you have purchased a travel insurance from our partner, please refer to the certificate of insurance for details on how to make a claim.