General
General
How can I get insurance from King Price?
You can get a King Price policy online by using our super handy
self-service portal
or mobile
app.
Or, if you’re keen for a chat, you can pop us a WhatsApp or give us a call on 0860 50 50 50.
How do I pay for King Price’s insurance?
Your monthly premium must be paid on the agreed payment date, and in the manner agreed upon.
Please note:
- You always pay for insurance in advance.
- If your debit order date:
- Falls on a Sunday or a public holiday, collection will be on the ordinary business day before or after your debit date.
- For December is between 21 December and 4 January, your premium will be collected on 20 December to cover you for January.
- We may use DebiCheck, which enables you to authorise debit orders via your bank, and ensures that no unapproved debit orders come off your account.
What’s a policy renewal?
A policy renewal is a process the king follows to review your existing insurance policy. We crunch numbers, reassess your risk profile and consider relevant factors (like inflation, the increasing costs of repairs and parts, climate change, and your claims history) to calculate your new premium.
When do renewals take place?
Here at King Price, our renewals take place annually.
What’s an excess?
If something happens for which you need to claim, you’ll be expected to pay the basic excess amount (if the claim is successful), as noted on your policy schedule. You may also be expected to pay any of the additional excess amounts (refer to your policy schedule for more info).
How does an excess work?
Because the king is a fan of maths (who isn’t), let’s look at a few scenarios where your excess may be slightly different.
Scenario 1
- You have an accident.
- You claim.
- Your repair costs R20,000.
- Your chosen excess is R5,000.
- You’ll pay R5,000.
- We’ll pay R15,000.
Scenario 2
- You have an accident.
- You claim.
- Your car is written off.
- Your chosen excess is R6,000.
- We’ll deduct the excess from the total settlement amount.
Remember, the higher your excess = the lower your premium (and the other way around).
What number can I call in an emergency?
It’s vital that you phone the King Price emergency and roadside assist line on 0860 50 50 50 as soon as possible after an accident (especially if your car or motorbike needs to be towed). Our team will then arrange and authorise the towing of your car or motorbike. (Remember, you’ll be personally responsible for the towing, storage and recovery of the car, if you don’t comply with this.)
We also offer roadside, medical and home assistance to our comprehensively insured clients, and you can call us on the same number (0860 50 50 50) if you need help.
What's an emergency?
Here are things the king and his knights consider as true emergencies:
- Your car gets a flat tyre, and you’re stuck in the middle of nowhere. This is considered an emergency, and you need to call us immediately.
- A geyser in your house bursts, and water is pouring through the ceiling. This is also considered an emergency, and you need to call us, please.
What are your personal insurance trading hours?
You can reach our personal insurance heroes during the following hours:
Everyday
06:00 – 23:00 (online, public holidays included)
Mondays to Fridays
08:00 - 18:00 (client care)
08:00 - 17:00 (claims)
Saturdays
08:30 - 13:00 (claims and client care)
In case of an emergency, please call
0860 50 50 50
and listen to the prompts. You can also WhatsApp us on the same number if you need to.
How do you keep my info private?
For the sake of sound insurance practices, it’s sometimes expected of us to process your personal info. It’s also sometimes expected of insurers to share some info relating to claims, insurance, and the financial history of their clients. Your privacy is of the utmost importance to us and that’s why we protect it in line with the Protection of Personal Information Act No. 4 of 2013.
For more on our privacy protection matters, please click
here
to refer to our data sharing and privacy policy. If the info that you provide relates to anyone other than you, you must get their permission to give it to us and for us to use it. You may apply for a copy of your info and correct it if we’ve got it wrong.
How can I get commercial insurance?
To get a quote for our commercial insurance products, click
here,
fill in your details, and we’ll call you back ASAP.
You can also speak to your broker or reach out to us on
1 of these numbers.
What’s dual insurance?
Simply put, dual insurance is when you’ve insured the same item with more than 1 insurer.
If a claim is also covered by another insurance policy that you may have, we’ll only pay you out for our portion. So, if you insure an item for R100,000 elsewhere and the same item is insured for R100,000 with us as well, we’ll only pay R50,000, and the other insurer will be liable for the other R50,000.
Am I covered for wear and tear?
You're not covered for loss or damage that's due to gradual causes such as wear and tear, depreciation, mildew, fading, the action of light or atmospheric conditions, moths, insects or vermin.
Personal
Car insurance
Will King Price pay for car hire?
You may choose to add optional car hire cover to your car insurance so that we can help you out with a hired car if you have a valid car claim for a car that’s been:
- Damaged, and being repaired.
- Damaged, and not driveable.
- Stolen or hi-jacked.
Please note:
- The hired car is available until your car insurance claim is finalised, up to a maximum period as noted on your policy schedule.
- Car hire is linked to your car insurance policy and you’re paying a premium for the cover.
- If your car is being repaired under scratch and dent cover, car warranty cover, roadside assist, or any other cover or if your car goes in for a service, you can’t claim for car hire.
If you make use of the hired car that we offer while your car is being repaired or replaced, then you’ll need to pay:
- The fuel, security deposit and running costs, as well as the collection and delivery fees.
- The excess amount that’s payable, in the event of a claim for loss of, or damage to, the hired car.
For more info, check out our
KPPD.
What’s private and business use?
What you use your car for (aka business vs. private use) is noted on your policy schedule. And, in order to have sufficient cover, it’s vital that you insure your car for the correct use.
- Private use is for private or social purposes, including driving between your home and place of work.
- Business use includes private use with additional cover, for instances where the car forms an essential part of any work or function.
To learn more about business and private use (and why it’s so important), click
here.
What's accident assist?
We don’t like to think about this, but in the case of an accident you, as a cherished comprehensive car or motorbike insurance client, can relax. The king has you covered... All you need to do is call us (0860 50 50 50) and let us take care of everything for you.
In the event of an accident, we can assist with arrangements for:
- Your car to be towed or motorbike to be trailered to a King Price-preferred place of repair.
- Transport back home or to your place of work, for the driver or rider and passengers.
For more info on our emergency assist services, click
here.
What are the perks of a higher excess?
When you select a higher excess, it enables us to offer you a lower premium.
A super important disclaimer you need to know about? You’ll need to pay the excess you’ve chosen if you need to claim, so please make sure you can actually afford this amount.
Are other drivers covered under my policy?
Yes, other drivers are covered under your policy, but only if they don’t drive the insured car:
- More frequently than the regular driver during any monthly period.
- Without your permission.
- Without adhering to the requirements found in our KPPD.
Please note:
- If you’re not sure who drives the car most often, go with the worst-case scenario.
- Only you, your spouse and the regular driver can be insured for business use of your car.
What’s retail and agreed value?
Retail value: The price a dealer could sell your car for.
Agreed value: The amount agreed on between you and your insurer.
Can I be insured without a driver’s licence?
If you don’t have a driver’s licence, you can still get insurance if you have a learner’s licence.
Please note:
You need to follow the rules of the road. This means that if you only have a learner’s licence, you won’t be covered if you weren’t carrying a passenger in the car with a valid driver’s licence at the time of an incident.
What happens if I alter the performance of my car?
You need to tell us what modifications, alterations or performance enhancements you did or have done to your car so we can review it.
And while we’re big fans of The Fast and The Furious franchise and Dom Torreto’s notion of ‘family,’ you’re not covered for any damage caused (directly or indirectly) if your car has been modified to alter its performance.
Car warranty
What does mechanical/electrical failure mean?
Mechanical/electrical failure refers to the sudden and unforeseen failure of any of the parts covered by our car warranty policy, which arises from mechanical or electrical defects and causes them to stop working, and which as a result need to be repaired or replaced.
Why do I need the car’s up-to-date service history?
While you’re insured with us as the owner of the car, you’re required to service the car according to the manufacturer’s requirements and at their prescribed service intervals.
If you don’t have an up-to-date service history for your car when you take out our car warranty cover with King Price, you won’t be able to claim. (So, take your car to a manufacturer-approved or RMI-registered service centre and have it done before you sign up, okay.)
If the car wasn’t serviced according to the manufacturer’s requirements before you took ownership of it, we understand that these are circumstances out of your control. However, we may still consider your claim under such circumstances at our sole discretion.
Breakdowns resulting from a previous failure to undertake a major service and/or a failure to replace service items needed at specific or regular intervals, like v-belts, cambelts, injectors, glow plugs, etc., are excluded.
When will my car warranty end?
Your cover under this policy will end when:
- You sell the insured car. (Please note that you can’t transfer this policy to your new car.)
- The insured car is written-off, or is stolen or hi-jacked and not recovered.
- You tell us to end your cover.
Please note:
When your cover ends it doesn’t have a cash value.
Is there a waiting period?
Yep, unfortunately we won’t pay claims for any damage that happens before, or within 30 days of, the start date.
After the first 30 days have passed, for the next 30-day period, we’ll pay 25% of the cost of either the repair or the insured value for the part as noted in our
KPPD,
whichever amount is less.
After the first 60 days have passed, you’re covered in full up to the insured values noted in our
KPPD.
Where’s my car covered under car warranty?
Your car’s covered in SA, Botswana, Lesotho, Mozambique, Namibia, Eswatini (Swaziland), Malawi and Zimbabwe.
Do I need car insurance to have car warranty?
The best thing about our car warranty is that anyone can sign on the dotted line for it. If your car is insured with us, if your car isn’t insured with us, and even if your car isn’t insured at all... You can have King Price car warranty cover!
Motorbike insurance
What’s a ‘named rider’?
A named rider is the person who rides the motorbike most often.
When your motorbike’s insured with us, only the named rider noted on your policy schedule will be covered in the event of a claim. This means there won’t be cover if anyone else rides your motorbike.
What’s an agreed value?
The agreed value noted on your policy schedule refers to the amount that the motorbike’s covered for.
This agreed value must be agreed on by you and us, and must include the non-standard fitted extras and accessories.
This agreed value won’t depreciate, so your motorbike premium won’t decrease monthly.
It’s your responsibility to review this agreed value at least every 6 months.
What types of motorbikes do you cover?
Is the use of my motorbike important?
Yes, it’s super important to insure your motorbike for the correct use. You have 2 options (private and business use), and the use you choose is noted on your policy schedule.
- Private and recreational use covers the named rider for private and social purposes, including riding between home and work.
- Business use covers the named rider for private use, with additional cover for when the motorbike forms an essential part of any work or function, but excluding deliveries.
Please note that motorbikes that are used for the following aren't covered by the king:
- Emergency services (including traffic control and armed response).
- Law enforcement.
- Rental purposes.
- Towing.
- Driving instruction.
- Taxi purposes or transporting of fare-paying passengers.
- Collections and deliveries.
Do I need a licence to insure my motorbike?
Yep, in order to be covered by King Price’s motorbike insurance, you need to have a valid motorbike licence or learner’s licence, issued in South Africa.
You’re not covered for riding with an endorsed licence or without a valid licence. You’re also not covered for riding with a foreign licence, unless you have a valid international permit or licence that was issued in your country. The licence must be in English (or be translated into English by the authorities of that country) and must have a photo of you. Any person living in SA permanently must get an SA licence within 1 year of becoming a permanent resident. If the foreign licence is a provisional or learner’s licence, you must get a valid SA driver’s licence.
Please note:
If you only have a learner’s licence, you’re not covered if you’re carrying a passenger at the time of an incident.
Remember to adhere to all the rules of the road.
Where’s my motorbike covered?
Your motorbike’s covered in SA, Botswana, Lesotho, Mozambique, Namibia, Eswatini (Swaziland), Malawi and Zimbabwe when used for private purposes. If your motorbike’s insured for business use, then it’s not covered while being used for business purposes outside SA. It’ll only be covered when being used for private purposes.
Tyre and rim cover
Are my rims covered?
Yep, you’re covered for the repair of rims that are damaged as the result of road hazards, up to the limit as noted on your policy schedule.
Please note:
You’re not covered for the replacement of rims. If a rim can’t be repaired, our liability is limited to any resulting damage to the tyre.
Am I covered for wear and tear on my tyres?
You’re not covered for loss or damage that’s due to gradual causes such as wear and tear, depreciation, mildew, fading, the action of light or atmospheric conditions, moths, insects or vermin.
You’re not covered if any portion of a tyre’s tread is below the limit noted in the National Road Traffic Act, No. 93 of 1996.
Is there a waiting period for this cover?
We hate to break it to you, but we’ve got a waiting period for tyre and rim cover. We won’t pay claims for any damage that happens before or within 30 days of the start date.
Portable possessions insurance
What are specified items?
There are some portable possessions that we’ll ONLY insure as specified items:
- Cellphones.
- Bicycles.
- Contact lenses, and prescription specs and sunglasses.
- Hearing aids.
- Drones (there’s no cover for loss or damage while being used).
Have other high-value items and want them covered too? A basic guide is that, if a portable possession is worth more than R2,000, it should be specified. This list includes:
- Jewellery and watches.
- Leather jackets, and expensive clothing, shoes and bags.
- Laptops and tablets.
- Cameras and GPS units.
- Golf clubs and sports equipment.
- Prams, carry cots and kiddies’ car seats.
We’d hate for these items to not be properly covered because of their value. Our advice… It’s best to specify as many portable possessions as you can so that in the event of loss or damage, you know that your items are properly insured with the king.
For more info on our portable possessions insurance, check out our
KPPD.
What are unspecified items?
For unspecified portable possessions, you decide on an insured value that’ll cover your losses in any 1 incident. Within this combined value, we cover 1 single item up to a maximum of R2,000.
As an example, if you choose an insured value of R8,000 and your gym bag is stolen, your claim might look like this:
Bag: R500
Trainers: R4,000
Work clothing: R1,500
Toiletries: R500
The total amount for this loss is R6,500, which falls within your R8,000 insured value. However, the excess amount for all unspecified portable possessions claims is R500, and we’d only pay up to R2,000 for your trainers, so in this instance, we’d pay out R4,000.
For more info on our portable possessions insurance, check out our
KPPD.
Should I specify my portable possessions?
Generally, high-value items that you leave your house with should be specified. In other words, if a portable possession is worth more than R2,000, it should be specified. This list includes:
- Jewellery and watches.
- Leather jackets, and expensive clothing, shoes and bags.
- Laptops and tablets.
- Cameras and GPS units.
- Golf clubs and sports equipment.
- Prams, carry cots and kiddies’ car seats.
Think about replacing a genuine leather handbag (let’s not even consider what that handbag has inside it). Would you really be able to replace the handbag with something of equal value if you don’t specify it, keeping in mind that we only pay up to R2,000 per unspecified item? So, when in doubt, specify!
What if my laptop/phone is stolen from my car?
If your laptop or phone is stolen or damaged due to someone breaking into (or attempting to break into) your unoccupied car, it’ll only be covered if it was:
- Concealed in an enclosed storage area like the boot or cubbyhole, or out of sight under a boot cover if your car has 1.
- In the loading area of an LDV and concealed under hard-wearing or locked load covers.
- Stored in the loading area of an LDV with a canopy, and the canopy’s windows were covered with smash-and-grab safety film of at least 100 microns with visibility of 35% or less.
Please note:
- There’s no cover for items that are concealed under canvas covers.
- There must always be visible signs of forced entry into the car, load cover or canopy.
What’s replacement value?
‘Replacement value’ refers to the cost of replacing the items that you’re claiming for with new items. If you insure your portable possessions for an amount less than their replacement value, we’ll then pay you proportionately.
So, if the correct total insured value for your portable possessions at the time of a claim is R200,000 and you’ve only insured them for R100,000, then we’ll only pay out for half of your loss.
Please note:
You must make sure that your replacement value is realistic, so that you’ll have enough cover when you need it.
Remember, it’s always better to be over-insured, than under-insured.
Should I insure my cellphone?
Yes, please do! We’re speaking from experience here… Cellphones should be insured as specified portable possessions. Click
here,
to learn more.
Am I insured worldwide?
From Tokai to Taiwan, portable possessions insurance covers your items anywhere in the world.
If I get a new cellphone, what happens to my insurance?
If you upgrade, downgrade or change phones for any reason, you can easily update your cover via our app or self-service portal, as needed, based on the phone’s replacement value.
Make sure that the replacement value you choose for your cellphone is realistic, so that you’ll have enough cover when you need it.
How do I submit a claim for my cellphone?
You must register your claim via our app, website or give us a call.
If your cellphone is stolen or lost, you must:
- Blacklist the phone with your service provider and get a reference number.
- Report the incident to the police, and get a case number. The police will need the blacklist reference number.
- Include the blacklist reference and police case numbers when you claim.
- Arrange your new SIM card. (We only take care of the phone.)
It’s also super important that you let us know if you get a new SIM card or cellphone number, before any claim is registered, otherwise you won’t be covered.
Home contents insurance
What's covered by home contents insurance?
Imagine turning your house upside down... Everything that would fall out, should be included under your home contents insurance cover.
So, this means all personal items inside your home and outbuildings at the address noted on your policy schedule. Outbuildings, whether they’re separate from the home or not, include garages, domestic quarters and storerooms. The outbuildings must be built from similar material as the main building. The contents must belong to you or to any members of your household who live with you, but not including tenants.
Can you explain replacement value?
‘Replacement value’ refers to the cost of replacing the items (that you’re claiming for) with new items. If you insure your home contents for an amount less than their replacement value, we’ll then pay you proportionately.
So, if the correct total insured value of the home contents at the time of a claim is R400,000 and you insure them for R200,000 only, then you’ll only be compensated for 50% of your loss.
Please note:
You must make sure that your replacement value is realistic, so that you’ll have enough cover when you need it. (Our inventory form will help you get an idea of how much your valuables are worth.
Remember, it’s always better to be over-insured, than under-insured.
How do I calculate replacement values?
When figuring out the replacement value of your home contents, we want you to think about the absolute worst-case scenario.
Let’s say your house unfortunately burns down, and all your home contents are tragically destroyed in this incident. Consider what it’ll cost to replace your bedding, mattresses, clothing and even something as small as your toothbrush. These might seem like small items, but they add up.
Something else to consider is alternative accommodation for you and your family in the event of your house burning down. That doesn’t come cheap, and you’ll need somewhere to live if this kind of incident ever happens. Remember, cover is limited to 10% of the insured value and only applies for the period that’s reasonably required to make the building fit to live in.
If your contents is insured for R600,000, 10% of that is R60,000 in total… And it takes 7 months to rebuild your house. Would you manage to find a place to rent for that amount?
Be honest with yourself and the king about the true value of your home's contents, and make sure you’re prepared for the worst-case scenario. Rather be over-insured than under-insured.
How does home contents insurance work?
So, here’s the low-down on how home contents works...
First, you get home contents insurance with the king (well done; you’re already a rockstar)!
Then, you’ll need to give us the replacement value of your home contents.
Remember, these are items that don’t leave your home, like your bed or TV. They’re different from portable possessions.
You pay your monthly premiums, but unfortunately, you’re a victim of a robbery, and some of your home contents have been stolen. So now you need to claim.
Your claim will be paid out according to the amount of cover that you have, less the basic excess you’ll need to pay.
Home contents vs. buildings: What’s the difference?
The king’s home contents insurance is different to buildings insurance. And it’s important for you to understand the difference.
Home contents mean your TV and fridge that you (along with a group of good friends) can move when you’re changing your postal code aka moving house.
Buildings insurance covers the more permanent items in your home. Think along the lines of fitted carpets and geysers. You wouldn’t necessarily cut out your fitted carpet when you move. Although we appreciate your quirkiness, if that ever were to happen, it would just add more stress to your whole relocation experience. These form a permanent part of your house.
If you’d like to read more about what each insurance product covers, simply click
here.
Home contents vs. portable possessions: What’s the difference?
The king’s home contents insurance is different to portable possessions insurance. And it’s important for you to understand the difference between the 2.
Portable possessions insurance covers things like your handbag, plakkies or even your favourite novel. These are items you can usually take with you when you leave your humble abode. For more info on portable possessions, you can click
here.
Under-insurance… What’s that?
You need to insure your contents for their total replacement value, meaning the cost of replacing the items that you’re claiming for with new items. If you insure the contents for an amount less than their replacement value, you’ll be under-insured, and we’ll pay you proportionately.
So, if the correct total insured value of the home contents at the time of a claim is R400,000 and you insure them for R200,000 only, then you’ll only be compensated for 50% of your loss.
Please note:
You must make sure that your replacement value is realistic, so that you’ll have enough cover when you need it. (Our inventory form will help you get an idea of how much your valuables are worth. Just
click
here
to download it.) Remember, it’s always better to be over-insured, than under-insured.
Buildings insurance
What’s covered by buildings insurance?
King Price’s buildings insurance covers things like your:
- Home.
- Outbuildings.
- Driveways.
- Walls.
- Garages.
- Fences.
- Patios.
- Swimming pools.
- Boreholes.
- Swimming pool/spa pumps.
- Gate motors.
- Tennis courts.
- Underground pipes and cables.
You’re also covered for:
- Loss or damage to your building, caused by fire, explosion, cars, etc.
- Geysers and water pipes.
- Accidental damage.
- Fire brigade charges.
- Temporary accommodation.
- Subsidence.
This is basically everything you’ll leave behind when you leave.
Does King Price cover swimming pools?
We sure do! In fact, you can insure your swimming pool under the king’s buildings insurance, as well as your swimming pool pumps.
Does buildings insurance cover carpets?
Yep, buildings insurance covers carpets as long as they’re fitted to the floor. In this case, they’re part of the immovable structures, fixtures, fittings and improvements that make up your home.
As for loose carpets and rugs? Those should be insured as home contents.
Do I legally have to have buildings insurance?
Homeowners who have a home loan are required to have buildings insurance as a condition of their bond.
Even if you don’t have a home loan, it’s still a good idea to insure your home, because if anything goes wrong, the costs will be too high to pay out of pocket.
To learn more about the king’s buildings insurance, click
here.
Caravan insurance
Am I covered when I’m selling my caravan?
You’re not covered when your caravan is in the possession of another party, who’s selling it on your behalf, including when your caravan is at a dealer to be sold.
Where is my caravan covered?
Your caravan is covered in SA, Botswana, Lesotho, Mozambique, Namibia, Eswatini (Swaziland), Malawi and Zimbabwe when used for private purposes. If your caravan is insured for business use, then it’s not covered while being used for business purposes outside SA. It’ll only be covered when used for private purposes.
How do I cover my caravan accessories?
Any accessories fitted to your caravan are only covered if they’ve been included in the insured value. These accessories are things like a retractable awning or an energy-efficient stove.
Are the contents of my caravan automatically covered?
Caravan contents insurance isn’t automatically included under caravan insurance and must be insured separately, and noted as such on your policy schedule, or these contents won’t be covered. So, please check your schedule.
Remember, incorrect details = incorrect cover.
What if I use my caravan to earn an income?
Sorry to break it to you, but your dreams of turning your caravan into a food truck might be dashed when you realise you’re not covered when you hire your caravan out or if you use your caravan to generate an income.
Trailer insurance
Am I covered when I’m selling my trailer?
You’re not covered when your trailer is in the possession of another party, who’s selling it on your behalf, including when your trailer is at a dealer to be sold.
Where is my trailer covered?
Are you and your family ready for the long road trip up to Pemba on the northeastern coast of Mozambique? Then pack your bags and fishing rods into your trailer, because the king has your back (and trailer) covered.
Your trailer is covered in SA, Botswana, Lesotho, Mozambique, Namibia, Eswatini (Swaziland), Malawi and Zimbabwe when used for private purposes. If your trailer is insured for business use, then it’s not covered while being used for business purposes outside SA. It’ll only be covered when used for private purposes.
How do I cover my trailer accessories?
Any accessories fitted to your trailer are only covered if they’ve been included in the insured value. These accessories include things like a trailer roof rack or custom drawers.
Are the contents of my trailer automatically covered?
Trailer contents insurance isn’t automatically included under trailer insurance and must be insured separately, and noted as such on your policy schedule, or these contents won’t be covered. So, please have a closer look at your policy schedule.
Remember, incorrect details = incorrect cover.
What if I use my trailer to earn an income?
Suddenly decided to take up tree felling as a side hustle? Good on you, lumberjack… But you won’t be covered if your trailer is used for any activities that’ll generate an income for you.
Want to start hiring out your trailer to the neighbourhood? Then just a heads up, your trailer won’t be covered.
To make sure your tailer is covered, chat to us.
Excess
What’s an excess and how does it work?
If something happens for which you need to claim, you’ll be expected to pay the basic excess amount, as noted on your policy schedule. You may also be expected to pay additional excess amounts, but just refer to your policy schedule for more info on this, okay?
Why do I need to pay an excess?
It’s a common thought that excess is just another way to make money off the poor, but in our kingdom, that’s completely not the case. The excess exists to keep the insurance system fair and affordable.
How and when do I pay my excess?
Here’s a breakdown of what to expect when it comes to paying your excess:
- If your car or item is repairable, you’ll pay the repairer.
- If your car or item is stolen, we’ll take if off your payout.
- Now, this only applies to your car, but if your car’s written off, we’ll take it off your payout.
And just in case you were unsure, an approved claim means we’ll either repair your car or item or pay out for things like theft or a write-off (for your car).
An accident wasn’t my fault. Do I still pay an excess?
Yes, but we’ll try our best to help recover it from a third party. We'll refund you if we successfully recover the excess amount you’ve already paid.
How do I pick my excess amount?
Woohoo, you’ve got the option to choose the excess amount for your car, home contents, buildings and portable possessions insurance.
But with products like motorbike, trailer and caravan insurance, car warranty and value-added products (VAPs) the excess amount is fixed. Sorry!
What’s the difference between a low and a high excess?
When you select a higher excess, it enables us to offer you a lower premium.
A super important disclaimer you need to know about? You’ll need to pay the excess you’ve chosen if you need to claim, so please make sure you can actually afford this amount.
Where do I see my excess amount?
Your excess amounts are noted on your policy schedule. Be sure to check it out for all the finer deets.
Claims
Personal claims
I need help urgently... Who can I call?
What do you mean by 'notification of claim'?
‘Notification of claim' simply means you're notifying us of an incident, using minimal info. This info is then passed along to our claims department, and an agent is appointed to you. We then give you a call to ask for more info and register your claim on your policy.
Missed something in your claim notification?
No problem! You can give us this info when we call you.
Is my claim affected if I don’t send photos?
No, this won't affect your claim. We'll appoint an assessor to take photos of the damage if you weren't able to.
What happens during the claim registration step?
During our claim registration step, a claim is created on your policy using all the info you gave us. So, it’s very important that you provide us with true and complete info.
What should I do with my claim number?
This is the number you should use as your reference when you communicate with us or send us any docs. Please remember to always put your claim number in the subject line when emailing us (this'll speed up the claim process and ensure that all your emails and docs are linked to your claim).
Why do you need to validate my claim?
We have a responsibility towards all our clients (including you) to confirm the validity of all claims before any repairs, replacements, or payments are made.
Can I speed up the claim process?
Yes, please give us any info or docs we ask for, ASAP.
Why do you need to check my claims history?
Your claims history helps us to determine your premium, so we need to confirm it.
Why do you need to speak to other people?
This is to ensure that we gather all the info needed to make a fair decision on your claim. We also use this to verify the circumstances around the incident, and to recover your excess (if applicable).
Must I get an accident report from the police?
The police need the person who reported the incident, to identify themselves. Naturally, we can’t assist with this. We need the accident report or an A1 statement (aka the first police statement you made when you reported the incident), if applicable, to get all the details of the other party involved, and to confirm the incident.
Will you call before towing my car from home?
Yes, the towing company will call you and arrange a date and time for your car to be towed.
Can I get my valuables if my car’s at an assessment centre?
Of course you can! Your valuables are, well, valuable so please call us on
0860 50 50 50
to make the necessary arrangements.
The towing operator told me that they work for King Price... Why aren't the towing costs covered?
Unfortunately, there are many towing companies that try and convince people that they work with all insurers, when in fact they don't. This is why it’s so important to always phone our emergency assist line for an authorisation number before anyone tows your car.
Who'll pay to tow my car to a King Price-approved assessment centre?
If you called our emergency assist line and arranged for 1 of our approved towing partners to tow your car, we'll cover these costs.
Who'll be towing my car?
We have agreements in place with several towing contractors and will appoint 1 of them to tow your car.
Will my car be safe at the assessment centre?
Yes, it will. Our assessment centres have security measures in place. If, however, you have reason to believe that your car isn't safe, please don't hesitate to chat to us.
Who'll pay for the storage fees at your assessment centre?
We have agreements in place with all King Price-approved assessment centres, which cover your car’s storage costs until the date that your claim’s finalised.
Why must I wait until a specific date for my car to be assessed?
On average, we deal with about 100 claims a day that require assessments. These assessments are then assigned to our assessors who, in turn, take special care to complete each assessment as quickly as possible, without compromising the quality of the process.
Do I need to be present for the assessment?
It depends if your car:
- Is driveable, we may ask you to take it to an assessment centre for a damage assessment. In this case, you’ll be present.
- Isn't driveable, and it was towed by 1 of our approved towing service providers, you don't need to be present. (The assessor will call you to discuss the damage.)
- Was stolen and recovered. You'll need to be present at the assessment to identify any new damage.
Will I be told how my car will be repaired?
Yes. Once the damage assessment is complete, the assessor will call you and explain how your car will be repaired.
How does the assessment process work?
- First, the assessor makes notes of the damage.
- If any parts need to be replaced, 1 of our part procurement agents then sources all the parts.
- The assessor is then able to complete the damage assessment and generate the quote for repairs.
Please note:
- Your assessor may need to arrange for your car to be moved to a repairer or supplier, if a diagnostic test is needed, or it's suspected that your car's engine or suspension has been damaged.
- Damage that's not related to the incident will be brought to your attention and won't be covered.
Why is my car a write-off with minimal damage?
Some damage might seem minimal, but the value of the car, and the related costs (replacement, repair, labour, etc.) might still make it uneconomical to repair.
Why are you paying me less than my insured value?
A car's insured value is calculated by taking into consideration the cost of replacing the car with the same make and model, in the same condition, with similar mileage, and then adding the value of any specified accessories.
What if my claim is settled, but I still owe the finance company?
You'll be liable for these costs, unless you took out credit shortfall cover with us or your finance company. Credit shortfall cover pays the amount that you still owe the financer after we've settled your claim.
However, it doesn't cover:
- Higher settlement amounts due to re-financing or re-advance amounts.
- Payment arrears, interest on arrear amounts, or other extra finance charges.
- Early settlement charges.
- Amounts over and above the financed amount or original purchase price of the car/motorbike.
- Amounts that are refundable to you.
- The excess amount/s applicable to your comprehensive car/motorbike cover, and any other amount/s that may rightfully be deducted from the claim.
- Non-standard sound equipment, extra trimmings and accessories that have been fitted to your car/motorbike, which aren’t noted on your policy schedule.
- Any claim under this section if your claim for the loss of, or damage to, your car/motorbike is unsuccessful, or if your policy is cancelled.
Can I buy my car back?
Yes, but only if your car isn't financed. Once you ask to buy your car back, we'll contact our salvage partner for a salvage value. This amount (plus your excess and any other contributions) will then be deducted from the settlement.
Why does King Price request the settlement amount?
The settlement amount given to you isn't the same as an insurance settlement. Once we tell the finance company about your claim, they then provide us with the insurance settlement amount.
What's the process if my car’s financed?
- We'll request the settlement amount on your finance agreement from the finance company.
- Once your claim's approved, we'll pay the outstanding settlement over to the relevant finance company (up to the max insured value). This excludes settlement penalties and interest charges on arrear payments. The balance, if any, will be paid to you.
- We’ll then request the registration documents from the finance company.
Please note:
Payment can only be made if your car’s licence is up to date. If it’s not, you might need to renew it.
What's the process if my car isn't financed?
- As soon as your claim's approved, we'll request the registration documents from you.
- Once we receive these docs, payment will be made to you.
Please note:
Payment can only be made if your car’s licence is up to date. If it’s not, you might need to renew it.
Why is King Price ordering parts and not the repairer?
To reduce your car’s repair costs, we’ve partnered with certain suppliers who get the correct parts and then have them delivered to the repair shop ASAP. Thanks to this, we’re able to offer more competitive premiums in the long run.
Who do you order parts from?
We have agreements in place with all leading manufacturer groups to ensure that we widen our network of suppliers and get the right parts at the right cost, every time.
What do you mean when you say that parts are on ‘back order’?
It means that the specific part we need, can’t be supplied by the local dealer/manufacturer and it needs to be imported. This process can take about 21 working days.
Can I use my own repairer?
Yes, you can. To protect you, we’d just need to ensure that the repairer meets industry and King Price-specific standards.
Please note:
The final decision on how to settle your claim remains ours.
When and how must I pay my excess?
Once your claim’s been approved and the repairer receives the go-ahead for the repairs, they’ll call you to discuss when and how your excess must be paid.