We've got answers.
Here you will find the answers to the questions we are asked the most. If you can’t find the answer you are looking for please call Customer Services on 0345 303 0550, Monday to Friday 8am to 8pm and Saturday 9am to 3pm.
How do I buy a Keycare policy?
It couldn’t be easier to purchase a Keycare policy. All you have to do is follow our simple and secure process. You can purchase cover for yourself or family members living at the same address as you.
- Select the annual level of insurance cover you require and click buy
- Decide if you want an additional key fob for another member of your family living with you and add it to your basket
- Decide if you want an additional product and add it to your basket
- Review your basket and checkout. If you have a voucher code you can apply it at checkout.
- Login to your account or register if you haven’t already done so. Simply follow the on screen instructions.
- Update your marketing preferences where necessary
- Make payment by selecting the proceed to payment button
How do I make a claim?
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 because the lost key is traceable to your property you should replace the locks within the 3 day waiting period. In this instance you must pay for all costs.
If your insured key is not found during the waiting period 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 0345 303 0550 Monday to Friday 8am to 8pm or Saturday 9am to 3pm. If you require emergency assistance you can call our 24 hour emergency assistance 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?
You may make more than one claim within the period of insurance. Please note the total 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.
If I lock myself out of my car at night will assistance be provided?
Yes, in most cases. 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?
We provide cover for your keys whether lost or stolen anywhere in the World. 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. Dependent on the circumstances you will have to arrange for a locksmith to attend the incident yourself whilst abroad or you may wish to wait until you return back to the UK.
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. Once Keycare validates the claim we will send you a cheque as the fob holder.
Can I hire a car from any car firm?
Yes you can hire a vehicle from a firm of your choosing. Before hiring you must get authorisation from Keycare.
Keycare operates on a pay and claim basis. You must therefore get a VAT receipt from the vehicle hire company.
The maximum period of hire cover is for 3 days. This will commence immediately upon the loss or theft of your insured keys.
A limit per day applies to vehicle hire, please refer to your terms and conditions.
With regards to using public transport what are 'reasonable costs'?
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 limit per claim applies, please refer to your terms and conditions.
If I am stranded together with my family or friends, can they also claim public transportation costs?
Cover is available for the policyholder only.
If Keycare agrees a hire vehicle then any passenger costs will be included by default. If Keycare agree a train ticket this will be for the policyholder only.
Please note Keycare will deal with all claims on their own merit.
What is meant by "pay and claim"?
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, when you have submitted valid receipts/invoices Keycare will reimburse your costs.
Do I need to pay the finder the reward?
No. Keycare will send the reward to the person who found your keys. If they prefer, we can pay the reward to charity.
How are my keys returned?
Keycare has a number of different ways of getting keys back to you depending on your circumstance. We will work with you to find the best solution for returning them.
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?
No. Keycare does not seek a contribution from your household/motor insurers. Your no claims discount is not affected.
I am due to purchase a new car soon. Do I need to ring and let you know the new car registration details?
No. All you need to do is add your new car keys to your key fob. You are then covered.
How many keys can I attach to my key fob?
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 4082. Our phone lines are open 9am to 8pm Monday to Friday and 9am to 3pm Saturday. We would recommend you follow our advice in the “Looking After Your Keys” section of your Policy Booklet
What excess do I need to pay on my policy?
There is no excess to pay under your Keycare policy.
Do you cover immobilisers?
We do not cover the immobiliser itself; however if your car key includes a remote or handset for operating the immobiliser and/or alarm we cover the cost of replacing this up to a maximum of your cover limit per period of insurance.
How do I make a complaint?
If you are not satisfied with our service at any point please contact us and we will do our very best to handle any issues or help work through any problems or queries you have.
If you have a complaint please see the complaints section of the website for further details