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.
How do I make a claim?A01
If an insured key has been stolen it must be reported to the police immediately and a crime reference number obtained. Keycare cannot deal with your claim for stolen keys until you have reported the theft to the police and confirmed the crime reference number to keycare.
If the keys attached to the key fob are lost you may be asked to wait for a period of 3 days before making a claim. If as a result of losing an insured key you feel that a security risk exists you should replace the locks within the waiting period, however all costs must be paid for by you. If after the waiting period the insured key is not found you will be reimbursed for any costs incurred, up to the cover limit shown in your policy schedule.If during the waiting period your key is found 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.
Any original receipts for costs incurred relating to the loss or theft of your keys must be retained. Such receipts should be made available at the request of Keycare Limited. Once Keycare validates the claim, a cheque will be sent to you as the fob holder.
How many times a year can I make a claim?
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. It is recommended that you keep a separate note of your key fob number and the emergency helpline number.
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 the 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 as the Keycare locksmith network only covers the UK. Any original receipts for costs incurred relating to the loss or theft of your keys must be retained. Such receipts should be made available at the request of Keycare Ltd. Once Keycare validates the claim, a cheque will be sent to you as the fob holder.
Can I hire a car from any car firm?A05
You can hire a car 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 car 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 car hire, within your cover limit is £40 per day.
With regards to using public transport what are 'reasonable costs'?A06
Each claim will be assessed individually. The member has a duty to minimise their costs but not to the extent that they 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, is £80.
If I am stranded together with my family or friends, can they also claim public transportation costs?
What is meant by "pay and claim"?
Do I need to pay the finder the £10 reward?
How are my keys returned?
Are just my car keys covered as I received my fob through my motor insurer?
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?
I am due to purchase a new car soon. Do I need to ring and let you know the new car registration details?
How many keys can I attach to my keyfob?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 purchase 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".
What excess do I need to pay?
Do you cover immobilisers?