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 you must report it to the police immediately and get a crime reference number. Keycare cannot deal with your claim for stolen keys until you report the theft and confirm the crime reference number to us.
If the keys attached to the key fob are lost we may ask you to wait for a period of 3 days before making a claim. If you feel that a security risk exists as a result of losing an insured key you should replace the locks within the 3 day waiting period. In this instance you must pay for all costs.
If you have not found your insured key after the waiting period your we will reimburse you for any costs you have incurred. We will only reimburse costs up to the cover limit shown in your policy schedule. If during the waiting period you find your key 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.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited. Once Keycare validates the claim we will send you a cheque 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
You can ring the Keycare Emergency Helpline 24 hours a day, 365 days a year. You can find the number on the reverse of your key fob. Keycare will provide you with assistance on a pay and claim basis and validate the claim within 24 hours.
We recommend you keep a separate note of your key fob number and emergency helpline number in your mobile phone.
If my keys are lost / stolen whilst on holiday can I make a claim?A04
We provide cover for your keys whether lost or stolen whilst in the European Union. Cover is subject to your keys being attached to the key fob at the time of loss and being registered with Keycare.
The Keycare locksmith network only covers the UK therefore you will have to arrange for a locksmith to attend the scene.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Ltd. Once Keycare validates the claim we will send you a cheque as the fob holder.
Can I hire a car from any car firm?A05
Yes you can hire a vehicle from a firm of your choosing. Before hiring you must get authorisation from Keycare before hiring.
Keycare operates on a pay and claim basis. You must therefore get a VAT receipt from the vehicle hire company. The vehicle must be of no higher capacity than 1600cc.
The maximum period of hire cover is for 3 days. This will commence immediately upon the loss or theft of your insured keys.
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
We will assess each claim individually. As the policyholder you have a duty to minimise your costs, but not to the extent that you incur undue hardship.
For long journeys the normal mode of transport would be a bus or train. For short journeys a taxi would be acceptable.
You must keep any original receipts / tickets. 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"?A08
Pay and claim means we ask you to make all initial payments. This is for any work carried out and all reasonable transportation costs.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited.
Do I need to pay the finder the £10 reward?
How are my keys returned?
I received my fob through my motor insurer. Are only my car keys covered?
My house and 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 key fob?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 buy 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 on my policy?
Do you cover immobilisers?