Answers to some of the frequently asked questions in relation to making a claim can be found below. If you are unable to find the answer to your question, please contact us.
Q. Who are Auto-Refunds?
A. Auto-Refunds are an independent company that specialise in claims management. We are not the insurer but are appointed by insurers to handle claims on their behalf.
Q. What documents do I need to support my claim?
A. The information we need to review your claim varies for different claims and you should check the list provided during the claim notification process.
Q. How do I submit my claim?
A. Please go to our Claim page and complete an online claim form.
Q. Why are you asking for my insurance details? Don't you have this information already?
A. Auto-Refunds are an independent claims handling company that specialise in claims management. As a third party we may not have details of your insurance and so to expedite the claim assessment process we may ask you to provide us with a copy of your proof of insurance.
Q. Is there a time limit to when I need to send in my documents?
A. Yes. You must notify us as soon as possible about your claim and your policy should stipulate the time period (usually 14 days).
Q. What address do I send my documents to?
If you are unable to upload any documents then please send them to:
PO Box 6430,
Please make sure that you clearly mark your claim reference number on the first page of your papers.
You should also ensure that you pay adequate postage costs on the envelope, particularly if you are sending a large envelope.
You should always take copies for safekeeping and ideally send them recorded/registered delivery.
Q. How long does it take for the claim to be handled?
A. We aim to handle your claim within 5 working days.
For emails, we count the day of receipt as anything received up to 9 a.m. that day.
Q. How will you settle my claim?
A. We will make a bank transfer to your account. Once we confirm settlement, this should appear in your bank account within 3-5 working days.
Q. What happens to my documents once I send them in?
A. Your documents will be kept for a period of 4 weeks and will then be destroyed.
Q. How are my bank details protected?
A. Your account number and sort code are stored within two fields that are encrypted with 128-bit master keys and use the AES (Advanced Encryption Standard) algorithm. Once saved these two fields are masked and can only be viewed by select members of the Accounts Team responsible for making claim payments.
Q. Can I email you scanned documents?
A. Yes. However, there are a couple of important notes:
We do not advise sending any emails greater than 2MB in size as these may not be received. If the size of your attachments is larger than this, try breaking them down into smaller sized attachments sent across by several emails.
The size of the attachments is often determined by the resolution settings of the scanner. Black and white at 200dpi should be sufficient.
For security reasons, we are only able to accept the following file extensions:.pdf
Also, we cannot accept compressed/zipped files.