Your Pocket Guide to Commercial Motor Claims

Please ensure that all of your drivers are familiar with the above procedures

If your driver is FULLY at fault for the accident then telling us early will give your insurers the best opportunity to initiate their FNOL (First Notification of Loss) procedures and take management of the third party claims thus helping to keep overall costs to a minimum.

DRIVER CHECKLIST AT THE SCENE OF A MOTOR ACCIDENT

If you are NOT injured, exit the vehicle: DO NOT ADMIT LIABILITY

IF ANY party is injured - Call the emergency services

Where safe to do so take photographs of the following:

- the damage to the vehicle(s) / property

- the accident scene

- any relevant road signs or road markings

Provide the other driver(s) with a 'Third Party Accident Card'

Obtain the Names, Addresses & Phone numbers of any independent witnesses

Complete (Part A) of the Motor Claim Form immediately

AS SOON AS POSSIBLE CALL YOUR KTIB CLAIMS TECHNICIAN

If you believe you are not to blame or only partially to blame we will require completion of (Part B) of the Motor Claim Form.

The Importance of Early Notification (FNOL)

Please call us to report the accident as soon as you are able; ideally from the accident scene but no later than 24 hours after the accident if possible. Alternatively you can report your claim using our Online Facility.

When you call us we will:

Record all available information

Arrange for your vehicle to be booked into the insurer's approved repairer

Or arrange for the insurers engineer to inspect your vehicle if you have chosen your own garage

Ensure that insurers specialist departments process your claim as quickly as possible

Instruct your Uninsured Loss provider where applicable

Your insurer's network of approved repairers & suppliers cover the length and breadth of the country and their aim is to get your vehicle repaired and your business back to normal as soon as possible.

Throughout the claim KTIB will provide you with:

A dedicated Claims Technician

A Technical Claims Manager to oversee complex claims

Online Tracking of your claim 24/7

INCIDENT OCCURS

FIRST NOTIFICATION

OF LOSS

REPAIRERS &SUPPLIERS

Claims SupportCLAIMS

SUPPORT

See Claims Cost Examples opposite which illustrate the importance of immediate notification to insurers.

Motor Claims Early Reporting Initiative - Claims Cost Examples

Typical Scenario Third Party Representation Credit Hire / Repair Personal Injury Cost / Comment

Scenario 1 - Preferred

Your driver hits the rear of the Third Party (TP) vehicle.

Driver immediately reports the incident to KTIB who inform insurer’s in order to initiate their TP capture process.

Contact made with the innocent party who accepts insurers offer to manage the vehicle repairs and provide replacement vehicle.

TP has no need for representation as they were promptly contacted by your insurers before seeking representation.

Avoided.

Insurers have been able to control the repairs and provide a equivalent replacement vehicle or courtesy car (preferred).

Costs have therefore been kept to a minimum.

TP had indicated an injury but due to the prompt contact by insurers no medical attention was sought and no claim made.

Cost Minimised

Repairs: £2000 + VATDuration: 10 working daysReplacement vehicle: No direct cost as courtesy car accepted Personal Injury: No claim as TP satisfied with fast and efficient serviceCost of representation: avoidedTotal: £2000 + VAT (ideal outcome)

Scenario 2 - Poor

Same incident BUT incident not reported to KTIB / Insurers for 15 days.

Too late for insurers to actpro-actively. TP obtainsrepresentation through Credit Hire Organisation (CHO). CHO acts quickly and provides 1st advice of claim to Insurers on day 2.

Claims presented for credit hire and repair. Credit hire and credit repair start immediately. Period of hire, cost of hire and cost of repair considered excessive.

TP representative instructsSolicitor to pursue a Personal Injury claim (PI) claim even though TP unsure about claiming. Solicitor then starts to act. Solicitor maximises the claim potential.

Cost considerably higher

Repairs: £2500 + VATDuration: 18 working days. Allegations by CHO of delay in provision of replacement parts (common occurence).Replacement vehicle: CHO submits claim for 23 days at £200 per day & VAT for TP vehicle. Total £4600 + VATPersonal Injury: £3500. Claim for whiplash (18 month prognosis)Cost of representation: £2500 + VAT (Solicitors costs)Total: £13,100 + VAT (not ideal outcome)

Scenario 3 - Disaster

Same incident BUT incident not reported to KTIB / Insurers for 25 days.

Also driver attempts to deny blame in the full knowledge that he IS to blame which comes out in the investigation.

Too late for insurers to actpro-actively. TP obtainsrepresentation through Credit Hire Organisation (CHO). CHO acts quickly and provides 1st advice of claim on day 2.

Claims presented for credit hire and repair. The credit hire and credit repair start immediately. Period of hire, cost of hire and cost of repair considered excessive.

TP representative instructsSolicitor to pursue a Personal Injury claim (PI) claim even though TP unsure about claiming. Solicitor then starts to act. Solicitor maximises the claim potential.

Cost VERY much higher

Repairs: £2500 + VATDuration: 90 working days in view of drivers liability dispute which turned out to be unfounded but took 3 months to investigate to establish the evidenceReplacement vehicle: CHO submits claim for 90 days at £200 per day & VAT for TP vehicle. Total £18000 + VATPersonal Injury: £3500. Claim for whiplash (18 month prognosis)Cost of representation: £2500 + VAT (Solicitors costs)Total: £26,500 + VAT (terrible outcome)

A 1325% increase on Scenario 1 for same incident

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Third Party Accident Cards

Third Party Accident CardIf you consider our clients driver was at fault, please call KTIB* on:

01603 218255 (Mon-Fri 9am-5pm)

We will be able to take your details and report the claim immediately to our client's insurer. You could be entitled to:

A like for like replacement vehicle

Access to their approved repairer network

Alternatively please call ...... Insurance on ......Lines open 24 hours a day, 7 days a week.

Please write your details below and hand this card to the other driver(s) involved in any incident.

*KTIB is a trading style of Knowlden Titlow Insurance Brokers Ltd and are authorised and regulated by the Financial Services Authority

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Driver Name:

Vehicle Reg:

Policy No:

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KEEP CALM - DO NOT ADMIT LIABILITY

Call emergency services if there are injuries to any Party

PHOTOS - where safe to do so, ideally include:

- the whole accident scene & relevant signs/road markings- all vehicles involved (inc registration numbers) & passengers showing clearly any damage sustained (or photo of undamaged vehicle)

Provide the other driver(s) with a Third Party Accident Card

Obtain Names, Addresses and Phone numbers of any WITNESSES

Report the incident as soon as possible to your Traffic Office or KTIB (01603 218... ) – ideally from the scene

Basic information required (use reverse side for notes)

- Exact location; your vehicle registration number- Name & telephone numbers of Third Party(ies) & number/name(s) of any passengers- Third Party vehicle details including insurance information if available- Summary of damage to Third Party vehicle(s) and any injuries evident

Further information may be required later particularly if the circumstances of the accident are in dispute - you will be kept informed.

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Your name:

Location of accident:

Damage to your vehicle:

Number of passengers & names if possible:

Third Party vehicle details, including colour & reg no.:

Third Party name:

Third Party address:

Damage to Third Party Vehicle (take photos):

Is vehicle driveable?:

Number of passengers & names if possible:

Details of any injuries:

Witnesses' names, addresses & telephone numbers:

Police details if called:

Your vehicle registration no:

Telephone number:

Information Required for Motor Theft Claims

THEFT UNRECOVERED

Person last in charge of vehicle

Police station and reference number

Vehicle mileage at date of loss

List of personal possessions in the vehicle

THEFT RECOVERED

Person last in charge of vehicle

Police station and reference number

Vehicle mileage at date of loss

Location of vehicle once recovered

List of personal possessions in the vehicle

TOTAL LOSS

Vehicle mileage at date of loss

Approximate value you are looking for

Any extras on the vehicle i.e. modifications

Original V5 & MOT

Original Service history

Copy of purchase receipt

Details of any outstanding finance

Copy of drivers licence and counterpart

All Keys

No documents required

Normal repair process followed

Original V5 & MOT

Original Service history

Details of any outstanding finance

All Keys

Policy Number

Policy Type

Risk Address

Date of Loss

Location of Loss

Vehicle registration

KTIB's service to you does not end after you have paid your premium. We strongly believe our Claims Team is the best in the business but we also realise that being the best requires your assistance.

After all higher claims costs mean a higher premium and that is why we need you to report accidents immediately.

The quicker we know about an accident the more chance your own insurer has to control the costs and keep your premiums down.

If you have any questions or wish to receive copies of the Motor Incident Driver Procedures and Third Party Accident cards, then please do not hesitate to contact your Claims Technician.

Online Claims

At KTIB we understand that making a claim can sometimes be inconvenient and time consuming, and whilst other brokers choose to include claims handling as a secondary duty, we believe that when the time comes to make a claim you need a broker who sees this aspect as paramount importance to them and is both prompt and efficient.

As part of our continuing promise to deliver an outstanding claims service our clients can report and view their Motor and Goods in Transit claims online.

If you are already a client of ours but haven't yet registered to use this service please contact Chris Bright on 01603 218236 or email chris.bright@ktib.co.uk requesting your Username and Password for Online reporting. You can also read our FAQ and Step by Step guide on how to use the system overleaf.

Online Claims Reporting and Viewing FAQs

1) What happens after I report my claim?

Once you submit your claim online you will automatically receive an email with your individual claims reference and a copy of the information you have provided.

2) Will I still have to send additional documentation in order for my claim to be settled?

Our Online facility allows you to both register your claim and send in documentation to us at the same time. Sometimes additional information or documentation may still be required in order to process your claim but your Claims Technician will advise you if this is necessary.

3) Can I report the theft of my vehicle using the online facility?

No. The system does not currently support the reporting of Motor Theft claims however this is something that is being investigated.

4) Can I report a windscreen claim using the online facility?

Yes, but we would suggest that you contact your insurer's dedicated windscreen claims line (Visit ‘Claims Contacts’ on our website, check your policy documentation or ask your Claims Technician for the contact number).

5) Will I be able to see all of my outstanding motor and transit claims?

Yes. All of your outstanding claims will be visible including the present position, payments and outstanding reserve.

6) What if I want to ask my Claims Technician a question about my claim?

You can email your Claims Technician from within the claim you are viewing using the 'Email KTIB' button at the top right of the page. This will allow you to attach documents to the email in the normal manner.

7) How easy is it to make an online claim?

Our system is very simple to use. Go to the next page for a Step by Step guide on how to make an online claim.

Step 1Login to your account using your Username and Password.

Step 2Click on the policy you would like to make a claim under.

The data shown here is for illustration purposes only. The data is fictional and although representative it does not relate to any actual data.

Step 3Click on the ‘Report Claim’ button.

Step 4Complete the claim form on screen. When you have finished click the‘Report Claim’ button. That’s it - simple!

The data shown here is for illustration purposes only. The data is fictional and although representative it does not relate to any actual data.

Motor Legal Expenses Cover

KTIB have partnered with ALPS to provide you with an Award Winning *'before the event' motor legal expenses policy at no extra cost.

Your KTIB Claims Technician will discuss the various options available when you notify us of a new motor accident claim and instruct ALPS where appropriate. ALPS will then liaise with you directly to pursue the recovery of your losses. We will continue to monitor your claim and will be available if needed.

See overleaf for just a few features and associated benefits.

*Cover provided by ALPS- Auto Legal Protection Services. Winners of the Insurance Times Awards 2012 'Service Provider of the Year' and Finalists of the UK Claims Excellence Awards 2011 'Outstanding Claims Management / Service Provider Team of the Year'

Recovery of agreed losses incurred in a non-fault accident that are not covered by the insurance policy, such as loss of earnings, personal injury, car hire, policy excess, damage to the vehicle and damage to any personal effects in the vehicle

Uninsured Losses

FEATURES COVER BENEFITS

Should you require the need for specialist lawyers to act on your behalf, ALPS legal expenses cover ensures all your legal fees are paid and there are no deductions from your settlement or your passengers' settlement

Up to £100,000 of legal costs

Unlike most insurers policies where a smaller hire vehicle will be provided if any, ALPS will supply a like- for- like vehicle, ranging from a Ford Ka to a Bentley Arnage or an Escort Van to a 44 Tonne Tractor Unit

Like-for-Like vehicle replacement on non-fault accidents

A choice of repairer - you can choose your own repairer for ALPS to liaise with or ALPS will appoint an approved repairer to suit your needs (who will collect and deliver the vehicle free of charge)

Credit Repairer Scheme

ALPS will arrange for the inspection of the vehicle or agree figures with the appointed repairer

Inspection of the Vehicle

In many cases, if you use your own insurers for a non-fault accident an excess fee would be applied however ALPS will recover it on your behalf

Recovery of Policy Excess Fees in a non-fault accident

Each member of your dedicated team will have knowledge of your claim, giving you updates at each stage

Dedicated and Highly experienced personal team

Motor Legal Expenses features and benefits

KTIB a trading style of Knowlden Titlow Insurance Brokers Ltd. Registered in England and Wales No. 07131737. Lakeside 300, Old Chapel Way, Broadland Business Park, Norwich NR7 0WG. Authorised and Regulated by the Financial Conduct Authority