FAQ
Welcome to our FAQ page. Here you'll find answers to our most commonly asked questions.
With a wide range of warranty products, we have variable labour rates according to the product you have purchased or been supplied with.
Across our warranty product range when labour (which can include diagnosis) is included, our standard labour rate is between £45-£60 per hour (excluding VAT), subject to terms of your warranty, which may mean you will need to contribute to the cost as part of your claim. Please refer to your agreement Terms & Conditions to understand more.
Your policy terms and conditions state that we will decline a claim if work has been carried out without prior authority. Please ensure the garage contacts us before any work is carried out on the vehicle or have a formal estimate sent to ukclaims@opteven.com.
It is preferable to use one of our recommended repairers. These approved garages work in conjunction with us so understand the requirements to make a claim, helping the customer journey to be as smooth as possible.
It is possible to use your own repairer if you have been unsuccessful in booking your vehicle into a listed repairer. Please note that the repairer must be willing to contact Opteven directly after the diagnosis of the failure has been identified. Please check your policy to see if diagnosis costs are included as part of an authorised claim.
We aim to make the claims 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. Your repairer should keep you updated throughout the process.
It’s always preferable to return your vehicle to the dealership who sold you the vehicle, especially if they have repair facilities. However, if this is not possible, please use our Repairer Locator tool to find an Opteven approved repairer in your area. Give the repairer a call and book in directly.
We can update your contact details for you. To do this, please contact us via our site contact form with your warranty number and your new details. Once received, we will update them on our systems and the change is immediate.
To obtain a copy of your warranty, please contact the garage or dealer from whom you purchased your warranty. You can also contact our customer services department via our contact form.
If your contract permits it, simply send us your request to the address below :
Opteven Customer Services
Oxford House
Oxford Road
Thame
Oxfordshire
OX9 2AH
Or email us at: ukenquiries@opteven.com