Here you will find the answers to the questions we are asked the most. If you cannot find the answer you are looking for please call Customer Services on 0131 555 5999.

How do I make a claim?

If an insured key has been stolen you must report it to the police immediately and get a crime reference number. Keycare Limited cannot deal with your claim for stolen keys until you report the theft and confirm the crime reference number to us.

If the keys attached to the key fob are lost we may ask you to wait for a period of 3 days before making a claim.If you feel that a security risk exists as a result of losing an insured key you should replace the locks within the 3 day waiting period.In this instance you must pay for all costs.

If you have not found your insured key after the waiting period your we will reimburse you for any costs you have incurred.We will only reimburse costs up to the cover limit shown in your policy schedule.If during the waiting period you find your key we will not pay any of your costs.

You can submit your claim to Arnold Clark Keycare by calling the 24 hour Emergency Helpline on 0345 075 6189.

You must keep any original receipts for costs incurred relating to the loss or theft of your keys.All receipts should be made available at the request of Keycare Limited.Once Keycare validates the claim we will send you a cheque as the fob holder.

How many times a year can I make a claim?

You may make more than one claim within the period of insurance. Please note the total aggregate sum payable in each period of insurance cannot exceed the cover limit.

Your period of insurance and cover limit are shown in your policy schedule.

If I lock myself out of my car at night will assistance be provided?

Yes. You can ring the Arnold Clark Keycare Emergency Helpline 24 hours a day, 365 days a year. You can find the number on the reverse of your key fob. Keycare Limited will provide you with assistance on a pay and claim basis and validate the claim within 24 hours.

We recommend you keep a separate note of your key fob number and emergency helpline number in your mobile phone.

If my keys are lost / stolen whilst on holiday can I make a claim?

We provide cover for your keys whether lost or stolen whilst in the European Union. Cover is subject to your keys being attached to the key fob at the time of loss and being registered with Keycare Limited.

The Keycare locksmith network only covers the UK therefore you will have to arrange for a locksmith to attend the scene.

You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited. Once A Keycare Limited validates the claim we will send you a cheque as the fob holder.

Can I hire a car from any car firm?

Yes you can hire a vehicle from a firm of your choosing. Before hiring you must get authorisation from Keycare Limited before hiring.

Arnold Clark Keycare operates on a pay and claim basis. You must therefore get a VAT receipt from the vehicle hire company.

The maximum period of hire cover is for 3 days. This will commence immediately upon the loss or theft of your insured keys.

The maximum allowance payable for vehicle hire, within your cover limit, is £40 per day.

With regards to using public transport what are 'reasonable costs'?

We will assess each claim individually. As the policyholder you have a duty to minimise your costs, but not to the extent that you incur undue hardship.

For long journeys the normal mode of transport would be a bus or train. For short journeys a taxi would be acceptable.

You must keep any original receipts / tickets. A maximum allowance for onward transport costs, within your cover limit, is £80.

If I am stranded together with my family or friends, can they also claim public transportation costs?

Cover is available for the policyholder only.

If Keycare agrees a hire vehicle then any passenger costs will included by default. If Keycare Limited agree a train ticket this will be for the policyholder only.

Please note Keycare Limited will deal with all claims on their own merit.

What is meant by "pay and claim"?

Pay and claim means we ask you to make all initial payments. This is for any work carried out and all reasonable transportation costs.

You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited.

Do I need to pay the finder the £10 reward?

No. Keycare Limited will send the reward to the person who found your keys. If you prefer, we can pay the reward to charity.

How are my keys returned?

If it is the best course of action, Keycare Limited has the facility to return keys to you.

I received my fob through my motor insurer. Are only my car keys covered?

You can attach your key fob to as many keys as you like e.g. car, house, garage, office. They are all covered up to 3 keys per lock. Cover is subject to your Arnold Clark Keycare policy being in force at the time of loss, and your key fob registered with Keycare Limited.

My house and car keys have been stolen from my handbag. If I make a claim for replacement locks will this affect my no claims discount on my home/motor insurance policies?

No. Keycare Limited does not seek a contribution from your household/motor insurers. Your no claims discount is not affected.

I am due to purchase a new car soon. Do I need to ring and let you know the new car registration details?

No. All you need to do is add your new car keys to your key fob. You are then covered.

How many keys can I attach to my key fob?

As many as you choose bearing in mind the level of insurance cover. Cover is only provided for keys that belong to you. We would advise you not to keep all your keys on one fob. You can buy further key fobs to protect your additional sets of keys or the keys of family members living at the same address as you. Please call one of our expert advisors on 0345 075 6189.

What excess do I need to pay on my policy?

There is no excess to pay under your Arnold Clark Keycare policy.

Do you cover immobilisers?

Yes. We cover the cost of replacing lost or stolen handsets for vehicle immobilisers and/or alarms up to a maximum of one per year.