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Claims

In order to make the claim procedure as seamless as possible, our claim handlers, Orchard Administration have set up an online submission process. To submit a claim please go to https://claim.orchard-administration.co.uk you will need your certificate number and claim scheme code, both of which are shown on the certificate of insurance. If you are unable to use the online claims facility then please call Orchard Administration on +44 (0)333 3230 095. Kindly note, our claim handlers will require you to upload various documents to support your claim, please follow the link below for a full list of the documents required in the event of a claim, https://www.questor-insurance.co.uk/documents-needed-to-claim.aspx.

Vehicle Hire Insurance including Car, Motorhome and Van

Policies purchased on or after 1st July 2014

If your policy was purchased on or after 1st July 2014 please go to the claim administration company Orchard Administration Limited website https://claim.orchard-administration.co.uk to submit your claim. You will need your certificate number starting with C100, C151 or C153 and the Claim Scheme ID which you will find on your certificate of insurance. Orchard Administration's claim system will allow you to submit your claim and monitor the status until settlement is finalised.

Please see below the list of documentation that the Orchard Administration claims handlers would require in the event of a claim:

  1. Certificate of Insurance for your excess reimbursement policy.
  2. A copy of your Rental Agreement confirming the hire details and excess liability.
  3. A copy of the local police report, if required by law in the country where the loss occurs.
  4. Your copy of the Hire Company accident damage report and a photographic picture of the damage caused.
  5. Invoices / Receipts / other documents confirming the amount you have paid in respect of the damage to the Hired Vehicle for which you are seeking reimbursement.
  6. A final repair invoice from the repairing garage which details the breakdown of parts and labour.
  7. Copy of your credit/debit card statement showing payment of the damages which you are seeking reimbursement.
  8. Copy of the driving licence of the person named on the Hire Agreement as Lead Driver and also the person who was in control of the vehicle at the time of incident.
  9. Your bank details: a. UK Bank – Sort Code and Account Number b. Bank based outside the UK – IBAN and BIC.

Policies purchased before 1st July 2014

If your policy was purchased before 1st July 2014 please contact the claim assistance company White Horse Administration Services Limited by email queries@white-horse.ie. When making a claim please quote the insurance certificate number starting with C100 or C151 or C153/ and Questor Insurance in your email or alternatively phone 0871 664 7995. (Calls from BT land lines cost 10p per minute. Calls from mobiles and other networks may be extra). Click here to view our claim infographic.

Motor Excess Protection and Van Excess Protection or LifeStyle-Excess Protection

Policy purchased 1st March 2018 or later

To make a claim, please complete the online claim form at claim.orchard-administration.co.uk

Alternatively you can call 0333 3230 095, or +44 1622 391 708 if you are calling from outside the UK. Lines are open between 9am and 5pm Monday to Friday. You can also send an email to assistance@orchard-administration.co.uk or write to Orchard Administration Limited, Third Floor Riverside House, 40-46 High Street, Maidstone, Kent, ME14 1JH.

You must comply with the following conditions. If you fail to do so and this affects the ability of the claims administrator to fully assess your claim or keep our losses to a minimum, your claim may not be paid or any payment could be reduced.

All claims must be reported to the claims administrator as soon as possible but in any event, within 30 days following the successful settlement of your claim under your motor insurance policy. You must complete a claim form (in full) and provide at your own expense, any information and assistance which the claims administrator may require in establishing the amount of any payment under your insurance.

You must provide any receipts or documents that the claims administrator may request.

For all claims, you will need to provide the claims administrator with:

  1. A copy of the schedule that attaches to the motor insurance policy showing the excess applicable and the persons covered under your motor insurance policy, and
  2. A copy of the settlement letter from your motor insurer, which must state the amount settled and the excess deducted.

Policies purchased after 2nd March 2017

Your claim will be handled on the insurer’s behalf by ClaimEz. ClaimEz is an online web based system managed by Strategic Insurance Services Limited (SISL) who, whilst handling claims, is acting as an agent of the insurer.

The claim process has been specifically designed to make it as quick and efficient as possible to process and handle your claim. You will be asked to provide your scheme code which is 20253.

If you have access to the internet:

If you have access to the internet: Visit our claims website: www.claimez.com where you will be able to register your claim, enter all the necessary details and upload the documents that will be specified to you. Our internet solution is the quickest and easiest way to submit your claim to us.

If you do not have access to the internet:

Please call ClaimEz on 0203 770 3697 to notify Us of Your claim. Some initial details will be taken and you will then be sent a claim form by post to complete and return to us along with supporting documentation that will specified to you. When calling us, please have your policy number to hand. Please note that a postal claim may take significantly longer to settle than an online claim; especially if we need to write to you to request additional information.

Failure to follow these steps may delay or jeopardise the payment of your claim.

UK General Insurance Limited are an insurers agent and in the matters of a claim act on behalf of the insurer.

Policies purchased before 2nd March 2017

There is an online claims submission process which allows you to complete the whole process online including monitoring the process once the submission is complete. To submit a claim please go to https://www.claimez.com you will need to enter your certificate number starting 'C146/' and a scheme code: -

Purchase Date LifeStyle-Excess Motor Excess Van Excess
Up to 1st December 2013 10039 10041 N/A
After 30th November 2013 20053 20054 20054
After 10th March 2015 N/A 20130 20130
After 10th March 2016 N/A 20195 20195
After 2nd March 2017 N/A 20253 N/A

Travel Insurance

Policies purchased after 1st May 2016

Any incident or loss which gives rise, or may give rise, to a claim under your travel insurance should be advised immediately to:

Direct Group Travel Services, PO Box 1188, Doncaster, DN1 9PQ
Tel: 0344 412 4296

On contacting Direct Group Travel Services please state your insurance is provided by UK General Insurance Ltd and quote the following:
Scheme name: Innovative Travel
Scheme ref: 05994B

You will then be sent a claim form, which you should arrange to complete as fully as possible, and return with the necessary supporting documents. If you have to make a claim, you must notify us as above as soon as practicable after the incident giving rise to the claim, and in any event no later than 31 days after your return home. We reserve the right to decline liability for any claim notified after this date. UK General Insurance Ltd are an insurers agent and in the matters of a claim, act on behalf of the insurer.

Policies purchased before 1st May 2016

Any incident or loss which gives rise, or may give rise, to a claim under your travel insurance should be advised immediately to:

Direct Group Travel Services, PO Box 1188, Doncaster, DN1 9PQ
Tel: 0844 412 4296

On contacting Direct Group Travel Services please state your insurance is provided by UK General Insurance Ltd and quote the following:
Scheme name: Innovative Travel
Scheme ref: 05994A

You will then be sent a claim form, which you should arrange to complete as fully as possible, and return with the necessary supporting documents. If you have to make a claim, you must notify us as above as soon as practicable after the incident giving rise to the claim, and in any event no later than 31 days after your return home. We reserve the right to decline liability for any claim notified after this date. UK General Insurance Ltd are an insurers agent and in the matters of a claim, act on behalf of the insurer.

Policies purchased before 1st May 2015

To obtain a claim form please contact White Horse on 0871 664 7995 quote Questor Insurance. (Calls from BT land lines cost 10p per minute. Calls from mobiles and other networks may be extra.)

If you require emergency assistance whilst travelling please call +44 (0)1634 238 484 (+44 (0)208 763 4932) and quote Questor Insurance. We would remind you that if you are likely to need treatment in excess of £250 you should contact White Horse before proceeding with treatment.

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