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Who are Opteven?
Opteven Insured UK Limited is the administrator of the cover.
They're authorised and regulated by the Financial Conduct Authority. Registered office: Suite 1, Oxford House, Oxford Road, Thame, Oxfordshire, England, OX9 2AH.
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How do I make a claim?
It’s easy to make a claim, and we’re with you all the way. Here’s how to do it.
If you notice a fault, please visit Claim - AA Warranty to identify the closest Network Repairer to you, who will be able to book in your vehicle for diagnosis. The cost of diagnosis will be covered if the claim is authorised. Alternatively, you can call the claims department on 0345 222 4544 to discuss your claim or if you wish to use your own repairer.
By using one of Opteven’s Network Repairers the repairer will be familiar with the claims process and understand that they need to provide an estimate and contact the claims department to gain authorisation for the work to go ahead. Bills for authorised claims are settled directly between Opteven and their Network Repairers.
Please read your policy booklet for details of the parts you are covered for and any exclusions or conditions that apply.
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What if I want to use my own garage?
If you use your own repairer, any work carried out must be authorised beforehand. Call our claims department on 0345 2224544 Monday - Friday 9am - 5pm, Saturday 9am - 1pm, for authorisation.
We’ll agree costs with your repairer at the same parts and hourly labour rate that our network repairers charge.
If you’ve used your own repairer, you’ll be responsible for any excess parts and labour charges.
Once you pay the repairer for the work done, you should submit the invoice within 3 months for payment. Please include your authorisation number on the invoice.
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Do you use new parts to repair the car?
Our repairers generally use new parts to repair a vehicle, but they may use genuine reconditioned parts where appropriate.
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How do I find someone to repair my vehicle?
Call our claims department on 0345 2224544.
- Monday – Friday
- 9am - 5pm
- Saturday
- 9am - 1pm
They’ll advise who your local approved repairer is. Once you’ve taken your car to your repairer, we’ll deal with them directly.
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Do I need to get my car inspected?
You don’t need to get your car inspected to take out a policy.
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What do you mean by current mileage?
This is the mileage as displayed on your dashboard at the time of completing the quotation.
It’s important that you accurately record this information as it could impact future claims.
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What is current market value?
Your vehicle’s current market value is determined at the start of your policy. It will be shown on your policy schedule.
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Are batteries covered?
Under Protect Plus standard 12v batteries are covered up to 6 months from your policy start date. Batteries aren't covered after 6 months.
Batteries of any type aren't covered on Protect Essential.
Hybrid batteries are excluded on both policies.
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When does my cover start?
You can start your cover 14 days from the day you buy the policy or any period up to 90 days in the future.
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Can I get cover for any car online?
We offer 2 policies online.
Protect Plus covers vehicles up to 8 years or 80,000 miles at the start date of the policy.
Protect Essential covers vehicles up to 10 years or 100,000 miles at the start date of the policy.
Details of the products and what they cover can be found on our products page.
Cover is not available for high performance or prestige cars.
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Can I change my claims limit?
Your claims limit will default to £1000.
You can amend this limit to a value that meets your needs.
Your quote will automatically identify the current market value of your vehicle and will display the claims limits that are available to you.
This is the limit applied to each individual claim and the total amount you're able to claim over the lifetime of the policy will be shown on your policy schedule.
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Can I get a hire car if my car is in for repairs?
If your vehicle can’t be repaired within 8 hours from arrival at the garage your cover allows you to hire a car. This is at a maximum of £50 per day inclusive of VAT (excluding fuel and insurance) up to a maximum of 7 days.
All car hire must be authorised before the start of the hire period, and will form part of the claim limit.
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What if my car has a fault abroad?
Your're covered for repairs for 30 days per year on Protect Essentials, 60 days per year on Protect Plus for repairs if your vehicle has a fault in one of these countries:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Liechtenstein, Norway, Monaco, Gibraltar, San Marino, Switzerland and Andorra.Follow the claims process outlined in your policy documents, and call our claims department on 0345 2224544 Monday - Friday 9am - 5pm, Saturday 9am - 1pm, so that we can help.
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How do I cancel my policy?
If this cover doesn’t meet your requirements, or you decide to cancel it for any reason within a period of 30 days, you can get a full refund, subject to no claims pending or having being paid. The 30-day period begins from the start date of your policy or the day you receive your policy documents – whichever is later.
To cancel your cover please write to Opteven or call 0345 2224544 Monday - Friday 9am - 5pm, Saturday 9am - 1pm.
If you cancel after 30 days and have not made a successful claim, you may be entitled to a pro rata refund, based on the number of fully unexpired days remaining on your policy, minus a fixed amount of £35 to cover administration costs to cancel your policy.
For example:36-month policy term
£360 total premium paid for policy
Cancellation at the end of month 12 leaves 24 full months remaining
Pro rata refund of £240 less £35 administration fee
Amount of refund due to you is £205To cancel, please contact Opteven on 0345 2224544.
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How do I make a complaint?
Any dispute relating to the product, claims and servicing please contact Opteven Insured UK Limited.
Call: 0345 2224544
- Monday – Friday
- 9am-5pm
Email: [email protected]
Write to:
Customer Relations Manager,
AA Warranty, Opteven Insured UK Limited,
Oxford House, Oxford Road,
Thame, Oxon,
OX9 2AHHowever, if you are unhappy about the service provided by UCSL, the online sale of your warranty, you can make a complaint by contacting us.
The simplest way to do so is on our website’s Contact us page.
Alternatively, you can contact us by:
Phone: 0344 209 0556 or 0161 333 5910
Letter:
Park Square
Birdhall Lane
Cheadle
SK3 0XNEmail: [email protected]
We’ll acknowledge your complaint within 5 working days. If things do take a little longer, we’ll respond fully within 8 weeks, or explain our position and tell you how long a full response will take.
If you’re still unhappy with our final response, or if we’ve not given you a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice.
Phone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Letter:
The Financial Ombudsman Service,
Exchange Tower,
London E14 9SRA dispute relating to goods or services sold online can also be submitted to the European Commission Online Dispute Resolution website.
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Can I transfer my warranty if I sell my car?
If you sell your vehicle you can transfer ownership of the warranty to a private individual unconnected to the motor trade, subject to approval. To make sure the vehicle is eligible please contact us via phone:
0345 2224544- Monday – Friday
- 9am-5pm
Or email:
[email protected] or [email protected]
There's a £25 fee to make this change.
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How can I pay?
You can easily pay for your cover by debit or credit card, or 10 monthly instalments.
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What parts are covered?
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How does an AA warranty differ from others?
Not all warranties are the same so you should check carefully that the cover you have meets your needs.
At the AA we offer 2 products online: Protect Plus and Protect Essential.
What you get with our warranties:
- Cover for almost all mechanical and electrical faults, with no limit on the number of claims made up to current market value of the car.
- Cover for parts not normally covered – diagnostics, wear and tear up to 85,000 miles for Protect Plus, hybrid and electric vehicles, working materials and parts replaced in pairs.
- Access to a network of approved repairers.
- Access to 12 months' free Basic Breakdown Cover.
We don’t ask for your vehicle to be inspected before you take out cover with us.
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Is an AA Warranty the same as a manufacturer’s warranty?
No, a manufacturer's warranty is normally tied to the specific make of car you own. It comes with the purchase of a new car and can vary by manufacturer. They typically last between 3-7 years depending on the manufacturer.
Not all warranty products are the same so you should check details of your cover to make sure you’re clear about what is and isn't covered.
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I’ve put the wrong fuel into my car. Can I get it repaired?
Your policy doesn't cover damage caused by putting the wrong fuel in your car.
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How long will my warranty last?
You can choose a warranty for 12, 24 or 36 months.
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What if I need to speak to someone?
You can contact us via phone 0345 2224544.
General enquiries- Monday – Friday
- 9am-5pm
- Monday – Friday
- 9am - 5pm
- Saturday
- 9am - 1pm
Email: [email protected] or [email protected]
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Are there any limitations to my cover?
Yes, they’ll be outlined in your policy schedule and policy booklet specific to the cover you’ve selected.
You should read these documents carefully to make sure they meet your needs, and keep them in a safe place in case you need to make a claim.
Read our policy documents or insurance product information documents.
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Do I need to service my car before I get cover?
You should keep your vehicle in a roadworthy condition. It must be insured, taxed and have a current MOT certificate.
The vehicle must be regularly serviced at a VAT registered garage, in accordance with the manufacturer’s recommendations.
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I have a warranty from my dealer. Can I get another one?
There's no need to take out a new warranty if you already have one.
Once your dealer warranty has expired you can take out a policy with us and enjoy the peace of mind that an AA warranty can bring you.
You can defer your warranty's start date by up to 90 days. That means your new warranty can start when your manufacturer warranty ends.
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Are there limits to the number of claims that I can make?
There are no limits to the number of claims you can make, up to the current market value of your vehicle.
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How do you use my information?
Protecting your personal information is important to us.
Read about how we use that information and how we keep it secure.
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Am I covered for wear and tear?
Our Protect Plus product will cover you for wear and tear on covered parts up to 85,000 miles. Protect Essential doesn't cover wear and tear.
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What does parts replaced in pairs mean?
Parts replaced as pairs are those parts that are normally fitted in cars as pairs e.g. coil springs and shock absorbers. By replacing them in pairs we know they'll operate well.
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What does diagnosis mean?
It might not be obvious what the fault is, so occasionally the vehicle may need to be disassembled to find out.
If we need to disassemble the car, we’ll ask your permission first. The cost of doing this will be covered if the claim itself is covered.
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I’ve heard of betterment – what does that mean?
This is when the value of your car is increased following a repair. We won’t ask you to pay a betterment charge unlike some companies.
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Are there conditions which I need to know about?
Like all policies, there are some conditions which apply:
- Make sure your vehicle is in a roadworthy condition with a current MOT and serviced in accordance with manufacturer's recommendations.
- The vehicle musn't be used for competition purposes, rallying, racing or time trials, hire, reward or as a taxi.
You should read your policy documentation carefully for full terms and conditions of your cover.
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Is my in-car entertainment covered?
Yes, in-car entertainment is covered up to £500 on Protect Essential and up to the claims limit selected on Protect Plus.
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How do I activate my free breakdown cover?
You’ll find the phone number and offer code in your confirmation email. Give us a ring and quote the discount code and our contact centre team will talk you through your options and activate your cover or free upgrade.
Offer only applies to customers using their vehicle for personal use only. Find out more.
