FAQs

This section provides the answers to the questions we are asked the most. If you cannot find the answer you are looking for please call one of our specialist advisors on 0345 303 0550. Our phone lines are open Monday to Friday 8am to 8pm and Saturday 9am to 3pm.

Please click on the relevant product name to find the answer to your question.

  • Q01

     

    How do I make a claim?

    A01

    If an insured key has been stolen you must report it to the police immediately and get a crime reference number.  Keycare cannot deal with your claim for stolen keys until you report the theft and confirm the crime reference number to us.

    If the keys attached to the key fob are lost we may ask you to wait for a period of 3 days before making a claim. If you feel that a security risk exists as a result of losing an insured key you should replace the locks within the 3 day waiting period.  In this instance you must pay for all costs.

    If you have not found your insured key after the waiting period your we will reimburse you for any costs you have incurred. We will only reimburse costs up to the cover limit shown in your policy schedule. If during the waiting period you find your key we will not pay any of your costs.

    You can submit your claim to Keycare by calling the 24 hour Emergency Helpline on 0345 303 0550.

    You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited. Once Keycare validates the claim we will send you a cheque as the fob holder.

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  • Q02

     

    How many times a year can I make a claim?

    A02

    You may make more than one claim within the period of insurance. Please note the total aggregate sum payable in each period of insurance cannot exceed the cover limit.

    Your period of insurance and cover limit are shown in your policy schedule.

     

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  • Q03

    If I lock myself out of my car at night will assistance be provided?

    A03

    Yes.

    You can ring the Keycare Emergency Helpline 24 hours a day, 365 days a year. You can find the number on the reverse of your key fob.  Keycare will provide you with assistance on a pay and claim basis and validate the claim within 24 hours.

    We recommend you keep a separate note of your key fob number and emergency helpline number in your mobile phone.

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  • Q04

    If my keys are lost / stolen whilst on holiday can I make a claim?

    A04

    We provide cover for your keys whether lost or stolen whilst in the European Union. Cover is subject to your keys being attached to the key fob at the time of loss and being registered with Keycare.

    The Keycare locksmith network only covers the UK therefore you will have to arrange for a locksmith to attend the scene. 

    You must keep any original  receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Ltd. Once Keycare validates the claim we will send you a cheque as the fob holder.

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  • Q05

    Can I hire a car from any car firm?

    A05

    Yes you can hire a vehicle from a firm of your choosing. Before hiring you must get authorisation from Keycare before hiring.

    Keycare operates on a pay and claim basis. You must therefore get a VAT receipt from the vehicle hire company. The vehicle must be of no higher capacity than 1600cc.

    The maximum period of hire cover is for 3 days. This will commence immediately upon the loss or theft of your insured keys.

    The maximum allowance payable for vehicle hire, within your cover limit, is £40 per day.

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  • Q06

    With regards to using public transport what are 'reasonable costs'?

    A06

    We will assess each claim individually.  As the policyholder you have a duty to minimise your costs, but not to the extent that you incur undue hardship.

    For long journeys the normal mode of transport would be a bus or train. For short journeys a taxi would be acceptable.

    You must keep any original receipts / tickets. A maximum allowance for onward transport costs, within your cover limit, is £80.

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  • Q07

    If I am stranded together with my family or friends, can they also claim public transportation costs?

    A07

    Cover is available for the policyholder only.

    If Keycare agrees a hire vehicle then any passenger costs will included by default. If Keycare agree a train ticket this will be for the policyholder only.

    Please note Keycare will deal with all claims on their own merit.

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  • Q08

    What is meant by "pay and claim"?

    A08

    Pay and claim means we ask you to make all initial payments. This is for any work carried out and all reasonable transportation costs.

    You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited.

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  • Q09

    Do I need to pay the finder the £10 reward?

    A09

    No. Keycare will send the reward  to the person who found your keys. If you prefer, we can pay the reward to charity.

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  • Q10

    How are my keys returned?

     

    A10

    If it is the best course of action, Keycare has the facility to return keys to you.

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  • Q11

    I received my fob through my motor insurer. Are only my car keys covered?

    A11

    You can attach your key fob to as many keys as you like e.g. car, house, garage, office. They are all covered up to 3 keys per lock. Cover is subject to your Keycare policy being in force at the time of loss, and your key fob registered with Keycare Limited.

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  • Q12

    My house and car keys have been stolen from my handbag. If I make a claim for replacement locks will this affect my no claims discount on my home/motor insurance policies?

    A12

    No. Keycare does not seek a contribution from your household/motor insurers. Your no claims discount is not affected.

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  • Q13

    I am due to purchase a new car soon. Do I need to ring and let you know the new car registration details?

    A13

    No. All you need to do is add your new car keys to your key fob. You are then covered.

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  • Q14

    How many keys can I attach to my key fob?

    A14

    As many as you choose bearing in mind the level of insurance cover. Cover is only provided for keys that belong to you. We would advise you not to keep all your keys on one fob. You can buy further key fobs to protect your additional sets of keys or the keys of family members living at the same address as you. Please call one of our expert advisors on 0345 303 4028. Our phone lines are open Monday to Friday 8am to 8pm and Saturday 9am to 3pm. We would recommend you following our advice in "Looking after your keys".

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  • Q15

    What excess do I need to pay on my policy?

    A15

    There is no excess to pay under your Keycare policy.

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  • Q16

    Do you cover immobilisers?

    A16

    Yes. We cover the cost of replacing lost or stolen handsets for vehicle immobilisers and/or alarms up to a maximum of one per year.

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Keycare Limited is authorised and regulated by the Financial Conduct Authority. FCA reg no is 309514

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35% of people
have lost keys - almost half have never regained them
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Did you know...
5.6 million keys are lost in the UK every year?
2008 Tracker reported of recovered vehicles
74% were stolen
using vehicle keys
In England and Wales 2008/09 vehicles stolen
19,400
using keys snatched from homes
Typical costs
£893
to recover and replace locks and keys on VW Golf
2008 saw
18,600 key related car thefts
Following a house burglary
53 people/day
have car taken
The average value of cars taken using stolen keys is just over
£10,000
Protect yours from just £27
From 85% of car thefts where method was known
18% from keys left in cars
Would you leave £10,000+ lying around?
Treat your car keys as cash.
Protect them today!!
Break-ins to steal keys are up 20%

© Keycare Limited 2014

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