HGV Claims Process

If you have Safe & Sound^® roadside assistance or recovery cover and require assistance, please call 0333 200 4115 (please refer to your Agreement terms and conditions for details).

For warranty claims, if your HGV suffers a mechanical or electrical breakdown, please check your policy to determine if the failed item is listed for coverage under the terms and conditions of your warranty.

We advise customers to use an Opteven approved repairer, but you may wish to appoint your own preferred independent repairer. Please follow the relevant instructions below.

Please note that any repairs carried out without prior authorisation from Opteven will not be reimbursed.

To make a warranty claim using an Opteven approved repairer, please follow the process below:

1. 1. You must first authorise the diagnosis of the issue (diagnosis cost is covered for HGV’s for up to one hour in the event of a valid claim only).  
2. 2. Repairer accesses the Opteven CarFlex Claims Portal to supply details of the fault, repair estimate, part numbers and labour. (Our warranty products have variable labour rates. Where labour is included, our standard rate is between £45-60 per hour (excluding VAT) which may mean that you will need to contribute towards the cost as part of your claim).
3. 3. The claim will be assessed in line with the terms and conditions of your warranty. Once authorised, you will be issued with a claim reference number, along with the agreed costs to be paid by Opteven. You should discuss with your repairer whether Opteven should pay them or you.
4. 4. The repair can then be actioned.
5. 5. When the repair has been completed, the repairer uploads the invoice for the agreed costs to the Opteven CarFlex Claims Portal.
6. 6. Opteven pays the invoice to the repairer or directly to you.
7. 7. Opteven closes the claim.
8. 8. The claims process is complete.

To make a warranty claim using your preferred independent repairer, please follow the process below:

2. 1. You must first authorise the diagnosis of the issue (diagnosis cost is covered for HGV’s for up to one hour in the event of a valid claim only).
3. 2. Please ask the repairer to contact us directly with their findings (details of the fault, repair estimate, part numbers and labour) on your behalf. This will enable us to assess the claim before the repair is undertaken. Our warranty products have variable labour rates. Where labour is included, our standard rate is between £45-60 per hour (excluding VAT) which may mean that you will need to contribute towards the cost as part of your claim.
4. 3.The claim will be assessed in line with the terms and conditions of your warranty and our decision will be communicated to both you and the repairer via email in a decision document. This will include a claim reference number, along with the agreed costs to be paid by Opteven. You should discuss with your repairer whether Opteven should pay them or you.
5. 4. Once authorised, the repair can be actioned.
6. 5. When the repair has been completed, the repairer should submit the invoice to Opteven, ensuring that the following are included:
7. – claim reference number
8. – any service invoices that have been requested
9. – payee details (Account Name, Account Number and Sort Code)
10. The invoice should be sent to: ukclaimsinvoices@opteven.com or Opteven, Oxford House, Oxford Road, Thame, Oxfordshire, OX9 2AH.
11. 6. Opteven pays the invoice to the repairer or directly to you.
12. 7. Opteven closes the claim.
13. 8. The claims process is complete.