We’ve received reports of scammers saying they’re us, asking for money to start a claim. If you’ve made a claim and need to pay your excess, you can rest assured that we have strict customer identification and verification processes in place which we will run through before discussing anything about your claim or taking a payment. For example, we will ask you to confirm who you are to ensure we’re speaking with the right person and in turn we’ll confirm details of your claim. If, however, you are receiving a cash settlement for your claim, we will typically deduct the applicable excess from your settlement so you will not need to make a payment to us.
Please note, we will never ask for cash to pay an excess or for you to provide your details if you are not comfortable. If at any point you’re not comfortable, would like to verify your details or verify that you’re speaking with us, we can send an email to the address you nominated when making your claim. Alternatively, you can call your customer manager back to verify our details on 0800 500 216.