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. 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 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 0845 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.

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  • Q02

    How many times a year can I make a claim?

    A02

    Within the period of insurance you may make more than one claim, but 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 (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.

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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 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.

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  • Q05

    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.

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  • Q06

    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.

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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 policholder 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 the policyholder 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 for work carried out and reasonable transportation costs. Appropriate receipts 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. Alternatively, if you prefer, we can pay the reward to charity.

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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.

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  • Q11

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

    A11

    You can attach your keyfob to as many keys as you like e.g. car, house, garage, office and they all will be covered up to 3 keys per lock. 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

    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 0845 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?

    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

Buy online be covered from today

 

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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