Mulsanne Policy Holders

Policy Holders

Let our commitment work for you by providing the highest standards of customer service while maintaining underwriting excellence.

We’re committed to providing our policy holders with the highest standards of customer service and after sale care.

Policy Wordings

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Make a Claim

To make a claim, please call us as soon as possible on 0344 573 1229. Full details of your claim will be taken and advice on what will happen next and the timescales involved will be given.

For existing claims call 01273 741991.

Mulsanne Insurance Company Ltd. has a network of approved repairers available to repair your vehicle. All of our approved repairers have imaging technology which enables them to make digital images of the damage and compile a comprehensive repair estimate, both of which are downloaded to our engineers. If you choose to use one of our approved repairers you will obtain the following benefits:

  • Free courtesy car for private car policy holders. *subject to availability
  • Free collection and delivery.
  • Guaranteed repair for 3 years.
  • Free wash and hoover.
  • No estimates required.

You can use a repairer of your choice but you will need to send us a repair estimate. We may need to appoint an engineer to conduct an inspection of your vehicle. We will not be able to guarantee any repair work carried out and we are unable to offer the benefits mentioned above.

Should your vehicle be a total loss, an engineer will make a valuation and, wherever possible, call you to discuss and agree the amount. The valuation is made by researching trade guides and market trends, and is based on the cost of replacing your vehicle with one of similar type, age, mileage and condition at the time of the loss or damage.

To make a glass claim, please call the Windscreen Helpline on Freephone 0800 032 3522, The lines are open 24 hours a day. You should check your policy to establish that you have windscreen cover. You will be required to pay a contribution towards the cost of replacement or repair.

If your car is stolen, then you need to report the theft to the nearest police station. Please then call our Claims department on 0344 573 1229 and have the crime reference number handy.

Important: Insurers pass information on to the Motor Insurance Anti-Fraud and Theft Register, run by the Association of British Insurers (ABI). The aim is to help us check information provided and also to prevent fraudulent claims. Under the conditions of your policy, you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. We will pass information relating to this incident to the register.

We forward all information relating to any claim to the NETFOIL database operated by Hill Dickinson LLP and The Claims & Underwriting Exchange (CUE). The aim is to help us check information provided and also to prevent fraudulent claims.

 

How to Give Feedback

Mulsanne Insurance Company Limited aim to provide a high standard of service that will leave no cause for complaint.

Should you feel the need to complain about the arrangement of your policy please contact your insurance agent in the first instance.

However if you are dissatisfied with the service we have provided please write to the Operations Manager, Mulsanne Insurance Company Limited, c/o Complete Cover Group Limited, 159a High Street, Hampton Hill, Middlesex,TW12 1NG, quoting your policy number or claim number and give us full details of your complaint.

Alternatively you may e-mail your complaint to info@mulsanneinsurance.com or contact the office on 0844 573 1241 Monday to Friday 9 am to 5.30 pm.

What happens next?

Mulsanne Insurance will endeavour to investigate your complaint fully and resolve immediately. If we cannot resolve your complaint by the next working day we will acknowledge your complaint within five working days of receipt. We will investigate your complaint thoroughly. After we have investigated your complaint, we will write to you explaining the outcome of our investigation.

How long will the investigation take?

We will carry out the investigation within two weeks of receiving your complaint. If we do not think we will be able to complete the investigation within two weeks, we will write to you telling you when we expect to be able to reply. If, at four weeks, we are not able to respond to your complaint, we will write to you again explaining what your rights are.

What happens at the end of the investigation?

We will write to you at the end of the investigation no later than 8 weeks. We will explain the outcome of the enquiries and, if applicable, set out our proposals to resolve the issue.

What if I remain dissatisfied?

Should you remain dissatisfied having received your final response, you can to take your complaint to the Financial Ombudsman Service (FOS). Their address is The Financial Ombudsman Service, Exchange Tower, London; E14 9SR

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Mulsanne Insurance Company Limited is authorised by the Gibraltar Financial Services Commission, Incorporation number 101673
Registered office: PO Box 1338, First Floor Grand Ocean Plaza, Ocean Village, Gibraltar. They are also on the Financial Services Register number 531134 - www.fca.org.uk/register/