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 us 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

    If the keys attached to the 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 keys are stolen a claim can be made immediately. 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, 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

    You can make an unlimited number of claims up to the cover limit 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 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.

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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 fob holder (member) only. However, if a hire car 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 member 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.

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  • Q10 How are my keys returned?
    A10 Keycare has the facility to return keys to 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 membership 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.

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  • Q15 What excess do I need to pay?
    A15 There is no excess on your Keycare membership.

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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 Services Authority FSA reg no. 309514

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90%
of lost keys on Keycare fobs are reunited with their owners
Protect the keys to your tenanted property
Keys2Let
To protect your investment call 0845 303 4028
35% of people
have lost keys - almost half have never regained them
Protect your business....
KeyGuard
find out more 0845 303 4028
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
Approximately
10%
of burglaries are linked to the theft of vehicle keys
Typical costs
£893
to recover and replace locks and keys on VW Golf

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