Contacting Car Care Plan Ltd: Your Essential Guide

Are you looking to get in touch with Car Care Plan Ltd regarding your vehicle's protection plan or a recent claim? With the recent acquisition of Verex Insurance Services Limited and Verex Assistance Limited, many customers might be wondering how to navigate the new landscape of their automotive policies. This comprehensive guide will walk you through the essential contact methods, address common concerns, and ensure you know exactly who to speak to for any query you might have.

Understanding the Transition: Verex to Car Care Plan

On 18 August 2023, Verex Insurance Services Limited and Verex Assistance Limited entered into administration. Gary Pettit of PBC Business Recovery & Insolvency was appointed as the administrator for both companies. In a crucial development for policyholders, Car Care Plan Limited stepped in, acquiring the business and assets of both Verex entities. This strategic acquisition means that Car Care Plan Ltd is now providing a continued and dedicated service to former Verex customers, ensuring a seamless transition and uninterrupted coverage.

Car Care Plan are well-established market leaders in the provision of insurance products within the automotive sector, boasting over 40 years of experience. Their commitment lies in using manufacturer genuine parts and approved technicians when you have a claim, which is a significant reassurance for vehicle owners. They have expressed their delight with the acquisition, welcoming Verex’s talented employees to their team and emphasising that customer service is at the heart of what they do.

Primary Methods to Contact Car Care Plan

For most general enquiries, making a claim, or questions specifically about your policy, Car Care Plan advises that your policy documentation remains your primary source of contact information. Your policy wording contains specific contact details tailored to your individual agreement.

However, Car Care Plan has also provided direct contact channels for broader assistance or if you find yourself without your policy documents:

• For general information or further queries, you may call: 0344 815 8522.
• If you are unable to find your policy documentation and need to make a claim, have a query regarding your policy, or wish to process a cancellation, you can contact them via:
  • Telephone: 0333 320 1701
  • Email: [email protected]

It's important to note that if you have paid your premium or are still paying in instalments to Verex Premium Finance, your policy purchased via Verex is still valid and will continue to be covered as normal. There should be no disruption to your coverage due to this acquisition.

Frequently Asked Questions (FAQs)

The transition from Verex to Car Care Plan might raise several questions. Here are some of the most common concerns addressed directly:

Is my vehicle policy still valid?

Yes, absolutely. Provided you have paid your insurance premiums in accordance with your policy terms and conditions, your vehicle policy remains valid and you will continue to be covered as before. The acquisition by Car Care Plan ensures the continuity of your existing policy.

What should I do if I have a claim?

You should proceed with making your claim directly with your insurer as required under the terms and conditions of your policy. The process for making a claim remains unchanged, and your policy documentation will guide you on the specific steps to follow. Car Care Plan will administer the policy, but the claim itself is typically handled by the underlying insurer.

Should I cancel my policy for any reason, will I get a refund?

Your insurance policy is a contract with your insurance company, and this fundamental agreement remains unchanged by the acquisition. To understand how to obtain a refund in the event of a cancellation, you should refer to the terms and conditions outlined in your policy wording. If you decide to cancel, please use the contact details provided in your policy document, and Car Care Plan Limited will then request the appropriate refund from your insurer on your behalf.

My insurance is due for renewal, what should I do?

You will receive your insurance renewal notification in the usual manner. The process for renewing your policy is designed to be seamless, and you should anticipate receiving your renewal offer directly from Car Care Plan or your insurer at the appropriate time.

My vehicle is currently in repair; will that be completed?

Yes, all vehicles that were already in the process of repair at the time of the acquisition will continue with their repairs as before. There should be no interruption to ongoing repair work due to the change in administration.

My vehicle is due to go in for repair; what should I do?

You should take your vehicle to the designated repairers’ site in accordance with your prior reservation or arrangement. The administrative change does not affect pre-booked repairs, and you should proceed as planned.

How do I make a complaint?

Should you need to make a complaint, specific contact information is available. It is always best to refer to your policy documentation first for the most precise complaint procedure. However, for general guidance, you can use the Car Care Plan contact details provided earlier, or consult the 'Useful Contact Details' table below for specific complaint avenues.

What should I do if I am seeking compensation?

A claim for compensation will depend heavily upon the specific circumstances of your situation. However, it is important to be aware that you may be entitled to make a claim through the Financial Services Compensation Scheme (FSCS). The FSCS is a UK fund of last resort for customers of authorised financial services firms. If a firm goes out of business and cannot pay claims against it, the FSCS may be able to step in. You can find more information about the FSCS below under 'Regulatory Bodies'.

Useful Contact Details Summary

To help you quickly find the right contact for your specific needs, here’s a summary of important details:

Regulatory Bodies and Consumer Protection

Understanding the regulatory landscape can provide additional peace of mind and avenues for assistance should you need them. Several key bodies oversee the financial services and insurance sectors in the UK:

• Financial Conduct Authority (FCA): The FCA regulates financial firms and markets in the UK. Their role is to protect consumers, enhance market integrity, and promote competition. While you won't typically contact the FCA directly for policy queries, they ensure that firms like Car Care Plan operate within strict guidelines.
• Financial Services Compensation Scheme (FSCS): As mentioned, the FSCS is the UK's statutory fund of last resort for customers of authorised financial services firms. This means that if an authorised firm becomes insolvent and cannot pay claims against it, the FSCS may be able to compensate eligible customers up to certain limits. This provides a vital safety net for policyholders.
• Financial Ombudsman Service: The Financial Ombudsman Service is an independent and impartial service for settling disputes between consumers and financial services firms. If you have made a complaint to Car Care Plan (or your insurer) and are not satisfied with their final response, or if they haven't resolved your complaint within eight weeks, you may be able to refer your case to the Financial Ombudsman Service for an independent review.

Knowing these bodies exist offers an additional layer of protection and recourse for consumers, ensuring that your interests are safeguarded in the event of an issue that cannot be resolved directly with your policy provider.

The transition of Verex policies to Car Care Plan Ltd aims to be as smooth as possible for customers. By understanding the new contact points and the continuity of your policy, you can rest assured that your vehicle's protection remains in capable hands. Always remember to check your policy documentation first, as it contains the most specific information tailored to your agreement.

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