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How do I make a car warranty claim?
The safest warranty claim starts before a garage begins repairs. Keep the vehicle safe, report the problem promptly, and check the agreement for the provider’s approval process. For AutoPlan customers, repairs authorised without prior approval are not covered under the published terms.
1. Stop if the vehicle is unsafe
If warning lights, smoke, loss of power, or a serious noise make the car unsafe, stop somewhere safe and arrange the appropriate roadside help. A warranty and breakdown cover solve different problems: a warranty may contribute to an eligible repair, while roadside cover is designed to help when a vehicle has stopped or cannot safely continue.
Do not keep driving just to reach a garage if doing so could worsen the fault. Note when the problem started, what you saw, and any warning messages.
2. Contact the warranty provider before repairs
Contact the provider using the details in your Warranty Agreement and have your policy or vehicle information ready. Under AutoPlan’s terms and conditions, AutoPlan customers must notify us before repair work begins. Repairs authorised without prior approval will not be covered.
Do not agree to a strip-down, parts order, or repair estimate on the assumption that it will be paid. Ask what the next step is, which repairer can diagnose the fault, and whether an inspection is needed.
3. Let the repairer diagnose the fault
The repairer normally needs to identify the failed component and provide a diagnosis and estimate. Keep the written diagnosis, estimate, photographs, service records, and any replaced-parts information. The provider may arrange an independent inspection before making a decision.
A diagnosis is not the same as approval. Wait until the claim is accepted and the repair is authorised, including the approved amount, before work proceeds.
4. Understand what you may still need to pay
An approved claim remains subject to the agreement. You may need to pay an excess, uncovered parts, or any amount above the applicable claim limit. AutoPlan’s published terms say payment is made to the repairer directly, or reimbursed where agreed, once covered repairs have been authorised.
If a claim is declined or you disagree with the decision, ask for the reason in writing and keep the evidence. You can use the complaints procedure if you are unhappy with the service or how the claim was handled. For cover details, start with the claim process in the terms.