I have a fault with my vehicle, where should I take it?
It’s always preferable to return your vehicle to the dealership that sold it to you, especially if they have repair facilities. However, if this is not possible, please use the search facility to locate an Opteven approved repairer in your local area. If you would prefer to speak to someone about a repairer, you can contact UKclaims@opteven.com, and someone from our friendly team will be happy to help.
How long does the claim process take?
We aim to make the claim process as smooth as possible. Once your vehicle has been inspected for repair and the garage has registered your claim with us using the online portal, we will review the claim within 1 hour. If the garage has sent an estimate to UKclaims@opteven.com, we aim to review the claim within 48 hours.
If your claim is more complex, we may require additional photographs or information, which can lengthen the processing time, but our Claims Team will keep you informed.
How can I take out a warranty on my vehicle?
You may be given a warranty with your vehicle at the time of purchase, or you can buy one from our approved dealerships. There are multiple levels of coverage available, all of which can be discussed in detail with the dealership.
Do I have to use one of your approved garages?
It is preferable to use one of our recommended repairers. These approved garages work in conjunction with us, so they understand the requirements to make a claim, helping the customer journey to be as smooth as possible.
Using a non-approved repairer can mean that they may ask you to pay for the repair upfront, and the repairer may charge a higher labour rate or use more expensive parts. Please refer to your agreement’s terms and conditions for coverage details in advance of any claim.
How do I make a claim when your office is closed?
The first step in the process is to visit our claims page. Here you can find details on how to begin a claim and a list of local repairers near you. Our office hours are 9:00am-5:00pm Monday to Friday, and we are also open on Saturday’s between 9:00am-1:00pm. If you need to contact us, please email UKclaims@opteven.com, and our friendly team will reach out to you as soon as possible. We aim to provide a reply within 48 hours.
What is the cost to renew my cover?
The cost of renewing your Agreement is determined by the level and length of coverage. We will invite you to renew your vehicle warranty Agreement and purchase a renewal through a link in the email we send to you, which will be sent approximately 30 days before the expiry of your Agreement, or alternatively, you can contract sales at firstname.lastname@example.org. We have age and mileage criteria that need to be followed, and during the renewal process, we ask you to confirm the age and mileage of your vehicle prior to purchase.
Age and mileage apply to vehicles at the start date of the Agreement.
What will happen if I can cancel my cover? Would I be entitled to a refund?
Please refer to the specific cancellation terms and conditions, which can be found within your documentation.
My Agreement says WMS, will it still be honoured now you are Opteven?
Yes, WMS has been a member of the Opteven Group since January 2020, so there will be no change to your Agreement with us other than the brand that is referenced on the cover. If you want to find out more about the Opteven Group, please visit our group website https://group.opteven.com/.
How do I make a claim?
Please arrange for your vehicle to be taken to one of our approved network of over 1,900 repairers using our repairer locator: https://repairers.opteven.co.uk/RepairerLocator/RepairerLocator
You must authorise the diagnosis of the issue and ask the repairer to contact us directly online with their findings on your behalf for us to assess before the repair is undertaken.
Our final decision on any claim will be communicated to you and the repairer in a decision document confirming our cost liability.
*Please note: the costs for diagnosing the vehicle may be reimbursable to you, but they are subject to a valid claim being authorised for repair against the terms and conditions of your product. We will agree on costs at the same parts and hourly labour rate as our network repairers charge. Please check your warranty documentation for more details. Any repairs carried out without prior authorisation will not be reimbursed*
What evidence do I need to give my chosen repairer when I make a claim to prove I own the vehicle and have a live Agreement in place?
The repairer should be given your Agreement details, such as your name, address, vehicle registration number, and Agreement number. Our internal systems will allow us to recognise your Agreement and vehicle easily. Your chosen repairer will then be able to submit the claim online with ease.
Does the garage have to contact you before they carry out the work on my car?
Yes, we need your repairer to contact us for approval and to discuss the claim before any work is carried out. The Claims Team needs the opportunity to review all supporting documentation as per the terms and conditions of your Agreement.
Any work carried out without prior approval will be declined.
Am I entitled to a courtesy car?
Depending on the Agreement you hold, we may be able to contribute towards car hire as part of an approved warranty repair claim. Please refer to your terms and conditions for more information.
What is my maximum claim limit?
The Agreement will have a payment ceiling, but we will only pay the exact costs for the current repair once agreed upon. Details of the claim limit can be found in your Agreement documentation.
Do I have to have my car serviced?
To keep the Agreement valid, the car must be serviced as per the manufacturer’s guidelines.
How will I know when a claim is authorised?
A decision document will be emailed to both you and the repairer, containing our liability. It will provide cost estimates, a reference number to refer to, and reimbursement details.
Why has my claim been rejected?
Please check the terms and conditions of your Agreement for specific coverage. The decision document we sent provides an explanation behind the decline. If this needs to be discussed further, please contact the team at UKClaims@opteven.com.
How long does it take to be reimbursed?
Reimbursement is made once the repair is complete. The final invoice and relevant bank details should be sent to UKclaimsinvoices@opteven.com (or submitted by the repairing garage via the online portal). This will be processed and sent to our Accounts Team; funds should reach the account within 7–10 working days.
Will I be asked to pay more when I make a claim?
It is always sensible to discuss labour rates and diagnosis costs with your repairer before any work begins to ensure they fall in line with your Agreement capped rate. If the repairer charges more per hour than your rate, you would be liable for the difference. Not all the repair work may be covered. We will review all potential repairs against the terms and conditions of the Agreement in place. If you are uncertain, please contact our friendly team at UKclaims@opteven.com who will be happy to answer your questions.
I have changed my registration number.
Please send a photograph of the front two pages of your V5 document along with your Agreement details to UKclaims@opteven.com, and our Administration Team will be happy to update this for you.
What is wear and tear?
Wear and tear is the gradual deterioration of the performance of a component in line with the age and mileage of the vehicle. Wear and tear failures are excluded from the majority of our Agreements. Please refer to your documentation for further information.