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FAQ

Welcome to our FAQ page. Here you'll find answers to our most commonly asked questions.  

Can I get my vehicle repaired without you approving my claim first and then send you the invoice to be reimbursed?

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.

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.   

What will happen if I 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. 

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 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.

How long does the claims process take?

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. 

I have a fault with my vehicle, where should I take it?

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.  

How do I change my contact details ?

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.

How do I get details of my warranty and the coverage I am entitled to ?

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.

How can I terminate my contract ?

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

How do I report a breakdown on my customer’s vehicle?

After examining the vehicle and diagnosing the fault, please contact our claims team:
email | ukclaims@opteven.com
tel | 0345 222 4540

We will require various documents relating to the vehicle to validate and support your request.