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Make a claim

Need to make a claim?

Just let us know which insurance product you have so we can put you in contact with the right team.


How do I make a claim?

A. The car rental company will reserve the excess amount shown in the car rental agreement against your credit card to cover damage that you might incur during the rental. If you do damage the car, the car rental company will assess the damage and provide you with a loss damage report and deduct the full amount from your credit card.

On your return from your trip, contact our claims assistance team. You will need your certificate number starting C100 and the Claim Scheme ID which you will find on your certificate of insurance.

For policies purchased on or after 16 July 2014: Please contact Orchard Administration Ltd.

Lines are open 9:00 am to 5:00 pm Mon–Fri UK time (excluding UK Bank Holidays).

For policies purchased before 16 July 2014: contact White Horse Administration Services Ltd by email on queries@white-horse.ie, or telephone 0844 346 3979.*

You'll be required to present some or all of the following forms:

  • A copy of your certificate of insurance
  • A copy of your rental contract
  • A copy of your charge receipt (if separate from the rental agreement)
  • A copy of the law enforcement/police report (if applicable) for damage/loss over £50
  • A copy of your credit card statement showing payment of the damages claimed
  • A copy of the driving licence of the person involved in the accident (the driver)
  • Your copy of the vehicle rental company's accident damage report
  • Invoices/receipts/other documents confirming the amount you have paid for the accident/damage/loss etc. for which the vehicle rental company holds you responsible
  • The name and address of your bank together with the sort code and account details. This will facilitate
    payment directly to your bank.

Please note: failure to provide this information may result in your claim being delayed. If a claim is made or suit is brought against the named insured, the named insured shall immediately forward to the company every demand, notice, summons or other process received by him/her or his/her representative.

Once you submit the claim form and documents required to prove the loss occurred, it takes approximately 10 days to settle the claim. Our product administrators, Questor Insurance, are there to assist you once your claim is submitted and they have processes in place to ensure that claims are dealt with efficiently and within the agreed service level agreements.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks may vary & calls from mobile phones could be considerably higher.

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