TELL CUSTOMER:
‘Your claim will be processed as follows:
1. Within 2 working days: Claim file opened and you’ll receive:
- Claim reference number via email
- Confirmation of file opening
- Request for any missing documents (if applicable)
2. If vehicle needs repair: Email will include inspection location
3. Within 3 working days of approval: Vehicle inspection scheduled
4. Overall timeline: 10-15 working days for full claim processing
Please keep your claim reference number – you’ll need it for all follow-ups.’
IMPORTANT: If documents are missing, customer will receive email listing what’s needed. Claim cannot proceed until all documents submitted.