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.
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.
How many times a year can I make a claim?
Q03 If I lock myself out of my car at night will assistance be provided?
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.
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
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.
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?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.
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?
Q13 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
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.
What excess do I need to pay?
Do you cover immobilisers?