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 0845 303 0550.

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

  • Q01

    How do I make a claim?

    A01

    When you discover your keys are missing call Keycare's 24 hour Emergency Helpline on 0845 303 0550 and quote your fob number.You must report any claim to Keycare as soon as reasonably possible and within 30 days of the insured event.

    If the keys attached to your key fob are lost and remain lost for a period of 3 days, a claim can be submitted by contacting the Keycare Emergency Helpline on 0845 303 0550.

    If your keys are stolen you can make a claim straightaway. You must report the theft to the police immediately and obtain a crime reference number. Without this Keycare cannot deal with your claim.

    If as a result of losing your key you feel that a security risk exists you should replace the locks within the 3 day waiting period, however all costs must be paid for by you. If after the 3 day waiting period your key is not found Keycare will reimburse you for any costs incurred, up to the cover limit detailed in your policy schedule. If you have not replaced your locks within the waiting period and a duplicate key exists Keycare will only reimiburmse you for a replacement key if your key is not found.

    Where your key has been lost and there is no security risk Keycare will not pay for any costs until the waiting period has eleapsed. If after the waiting period your key is not found and no duplicate key exists Keycare will reimburse you for a replacement key, locksmith charges or new locks. If a duplicate key exists Keycare will only reimburse you for a replacmeent key.  If during the waiting period your key is found Keycare will not pay any of your costs, however Keycare will pay the £10 reward to the finder of your lost key.

    Keycare works on a pay and claim basis and therefore all original receipts for costs incurred relating to the loss or theft must be retained. Such receipts should be made available at the request of Keycare Limited. Once Keycare validates the claim payment will be made to you as the policy holder.

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  • Q02

    How many times a year can I make a claim?

    A02

    You can make an unlimited number of claims up to the cover limit, as detailed in your policy schedule, per registered keyfob.

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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 (noted on the reverse of your key fob) 24 hours a day, 365 days a year and assistance will be provided on a pay and claim basis with Keycare validating the claim within 24 hours.

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  • Q04

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

    A04

    All keys whether lost or stolen whilst in the European Union are covered, subject to your keys being attached to the key fob at the time of loss and the key fob being registered with Keycare. You will have to arrange for a locksmith to attend the scene and you will have to pay the costs upfront and Keycare will reimburse you on receipt of valid receipts/invoices. Keycare's network of approved locksmiths only covers the UK.

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  • Q05

    Can I hire a vehicle from any hire firm?

    A05

    You can hire a vehicle from a firm of your choosing, but you must obtain authorisation from Keycare prior to the hire. As Keycare operates on a pay and claim basis, you must also obtain a VAT receipt from the vehicle hire company. The vehicle must be of no higher capacity than 1600cc and the maximum period of cover is 3 days commencing immediately upon the loss or theft. 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

    Each claim will be assessed individually. You have a duty to minimise your costs but not to the extent that you  incur undue hardships. For long journeys the normal mode of transport would be a bus or train. For short journeys a taxi would be acceptable. All receipts / tickets must be retained. A maximum allowance for onward transport costs, within your cover limit, as detailed in your policy schedule, is £80. Costs are provided for getting you to your originial desitination or your home at your option if this is no further than your original desitnation.

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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 you, the policy holder only. However, if a hire vehicle is agreed then passengers' costs would be included by default but each claim is dealt with on its own merit. If a train ticket was agreed this would be for you, the policy holder only.

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  • Q08

    What is meant by "pay and claim"?

    A08

    Pay and claim means that you are requested to make all initial payments up front for work carried out and reasonable transportation costs. Appropriate receipts/invoices must be retained and 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. The reward will be sent directly by Keycare Limited to the person who found your keys.

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  • Q10

    How are my keys returned?

    A10

    Keycare has the facility to return keys for onward transmission to you should that be the best course of action. No details of you as the key owner are given to the finder, guaranteeing confidentiality and security.

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  • Q11

    Are just my car keys covered as I received my fob through my motor insurer?

    A11

    Any of your keys, as the policyholder, which are attached to the fob during the period of insurance, registered at your address are covered up to 3 keys per lock. You can attach as many keys as you like to your key fob e.g. car, house, garage, office. Cover is provided subject to your Keycare policy being in force at the time of loss and registered with Keycare Limited.

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  • Q12 My house / 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 so 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 keyfob and you will be covered.

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  • Q14

    How many keys can I attach to my keyfob?

    A14

    You can add as many keys to your fob as your choose. Please note that cover is only provided up to the level of cover as shown in your policy schedule and only covers your keys. You can purchase further key fobs to protect your additonal sets of keys or thekeys of family members living at the same address as you. Please call our customer services team on 0845 303 4028 Monday to Friday 8am to 8pm or Saturday 9am to 3pm. Alternatively you can purchase a policy at www.keycare.co.uk.

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  • Q15

    What excess do I need to pay?

    A15

    When making a claim you do not have an excess to pay.

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  • Q16

    Do you cover immobilisers?

    A16

    Yes. We cover the cost of the 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

Buy online be covered from today

 

35% of people
have lost keys - almost half have never regained them
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To protect your investment call 0845 303 4028
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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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