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On this page you will find answers to frequently asked questions about Ensurance to help you understand how Ensurance works and the benefits to you and your vehicle.
If you can’t find the answer you’re looking for then please contact us on 0333 043 3781 or email customerservices@Volkswagen-ensurance.co.uk.
What is Ensurance?
Who is Ensurance designed for?
Ensurance is Volkswagen’s free accident and repair cover, which works alongside your main motor insurance policy to help you if your car is damaged in an accident or stolen.
If the unexpected was to happen, a dedicated Claims Manager will look after your claim from start to finish - liaising with your motor insurer, any third parties, and our Volkswagen approved repairers.
You can report an incident 24 hours a day, regardless of whose fault it was.
Ensurance guarantees that your vehicle will be repaired at a Volkswagen approved repairer, by Volkswagen trained technicians who will only use genuine parts and paints. Subject to availability the repairer will provide you with access to a courtesy car to get you back on the road.
Ensurance also provides you with Legal Expenses Cover to recover any uninsured losses caused as a result of a road accident which results in damage to your vehicle, or injuries to you.
I already have a Volkswagen motor insurance policy should I activate Ensurance?
Ensurance is designed for anyone driving a Volkswagen, regardless of the age of your vehicle or whether it is new or used. We have created Ensurance to guarantee you receive great customer service and all the help you need if your car is damaged in an accident or is stolen.
Does it cost anything to activate Ensurance?
As a Volkswagen motor insurance customer you already receive a guarantee that your vehicle will be repaired in a Volkswagen approved repairer, by Volkswagen trained technicians, using only genuine Volkswagen parts and paints.
Ensurance provides the following additional benefits:
- Dedicated Claims Manager to manage your claim from start to finish
- Report a claim online or via the Volkswagen Insurance app
- Online repair tracker
How long does my Ensurance cover last for?
Ensurance is available free of charge to all Volkswagen customers. We have designed Ensurance to provide you with great service when you need it the most. Activate your Ensurance cover now.
When can I activate Ensurance?
Ensurance covers you and your vehicle for three years.
When will I receive my Confirmation of Cover?
Ensurance can be activated at any time, whether your vehicle is new or used. Click here to activate Ensurance now.
Where can I view the Ensurance Cover Booklet?
Your Confirmation of Cover will be sent to the email address you provided when activating your cover. If you haven't received your Confirmation of Cover within 24 hours of activating Ensurance please call us on 0333 043 3781, so we can arrange for a copy to be sent to you.
How do I download the Volkswagen Insurance app?
You can view the Ensurance Cover Booklet here
How does Ensurance work?
Click on the following links to download or find out more about the Volkswagen Insurance iPhone app or the Volkswagen Insurance Android app.
How do I report an incident?
Once you have activated your cover all you need to do to benefit from Ensurance is tell us first if you are involved in an accident or your car is stolen, regardless of whose fault it was. You can do this 24 hours a day by calling 0333 043 3781, alternatively you can use our online claim notification form online claims notification form or via our Volkswagen Insurance app. We will manage your claim from start to finish - liaising with your motor insurer, any third parties, and our Volkswagen approved repairers.
After you make us aware of an accident, if required, we will arrange for your vehicle to be recovered and taken to a Volkswagen approved repairer.
Your vehicle will be repaired at a Volkswagen approved repairer, by Volkswagen trained technicians who will only use genuine parts and paints.
Subject to availability we will make sure that you are provided with access to a courtesy car for the duration of the repair. If you were not at fault and there is a traceable third party motor insurer for the other vehicle(s) involved in the incident, we may at our discretion pay for and supply you with a hire car more suitable to your needs.
Ensurance also provides you with legal expenses insurance to help you recover uninsured losses and costs from the person responsible for causing a vehicle collision that results in damage to your vehicle, or injuries to them.
Does my motor insurance provide the same cover as Ensurance?
If the unexpected does occur please remember to call us first on 0333 043 3781. Alternatively you can report the incident to us via the online claims notification form or via the Volkswagen Insurance app. The app is available for iPhone and Android.
Why should I call Ensurance first and not my existing motor insurer?
Ensurance provides a guarantee that your vehicle will be repaired within our approved network by Volkswagen trained technicians who will only use genuine parts and paints, this is a promise that you are unlikely to receive from your current motor insurance provider.
Is there a limit to the number of claims I can make?
The majority of insurers want to repair your vehicle as cheaply as possible using their preferred repairer network; however they cannot guarantee that your vehicle will be repaired to Volkswagen standards.
It is your legal right to choose where your vehicle is repaired, and by calling us first a dedicated Claims Manager will liaise with your insurer on your behalf to ensure that your vehicle is repaired at a Volkswagen approved repaired, by trained technicians, using only genuine parts. If this costs more than your motor insurance provider is willing to pay, we’ll pay the difference – with no cost to you.
What is a Volkswagen approved repairer?
is no limit to the number of claims you can make during your three year cover.
What are the benefits of using genuine parts?
Volkswagen approved repairers are independent paint and body centres that have been authenticated by Volkswagen. These repairers have to meet Volkswagen standards and their technicians are trained to know your vehicle inside out.
Volkswagen approved repairers are committed to ensuring that the repairs to your vehicle are completed to the highest standards and are in line with the Volkswagen approved repair methods. In repairing your vehicle, only Volkswagen genuine parts will be fitted, meaning that your Volkswagen remains a Volkswagen.
After your vehicle is repaired you will be receive a Repair Guarantee. This guarantee provides a two year warranty for parts and a three year warranty for workmanship and paintwork.
Can I cancel my Ensurance cover?
Using only genuine Volkswagen parts and paints for your vehicle’s repair helps to provide optimal vehicle performance and fuel economy. Volkswagen genuine parts are manufactured to meet strict quality standards and can contribute to maintaining your vehicle’s safety and resale value.
After your vehicle is repaired at a Volkswagen approved repairer you will receive a Repair Guarantee, which includes a two year warranty for genuine parts.
Most insurers will aim to use their preferred repairer network, who may repair your vehicle using non-genuine parts. The use of inferior parts can cause damage to your vehicle and may also compromise your safety and that of your passengers.
How do I change any of my details?
You may cancel your Ensurance cover at any time. Ensurance is a free service, so if you choose to cancel your Ensurance cover you will not be entitled to any refund.
What happens if I change my car?
Please telephone 0333 043 3781 so we can update your details.
How do I contact you?
You can transfer your existing Ensurance cover if you change your car to another Volkswagen vehicle. Simply call us on 0333 043 3781 – we’ll make the changes and issue you with an updated Confirmation of Cover.
Who do I contact if I wish to make a complaint?
You can contact us by calling 0333 043 3781 or emailing customerservices@Volkswagen-ensurance.co.uk
If you wish to make a complaint about our product or service you can call us on 0333 043 3781, or write to us at:
Volkswagen Ensurance Customer Satisfaction Manager
PO Box 869
For more details on what’s covered please refer to the
Ensurance Cover Booklet. Please note you will need to pay any policy excesses that you are responsible for in accordance with the terms and conditions of your motor insurance policy.
Ensurance® from Volkswagen Financial Services is sold and administered by Lawshield UK Limited, registered in England number: 3360532
(registered office: Lawshield House, 850 Ibis Court, Lakeside Drive, Centre Park, Warrington, Cheshire, WA1 1RL) and underwritten by UK General Insurance Limited on
behalf of Great Lakes Reinsurance (UK) SE, registered in England No. SE000083 (registered office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ).
Volkswagen Financial Services is a trading name of Volkswagen Financial Services (UK) Limited, registered in England and Wales No.2835230
(registered office: Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR).
All of these organisations are authorised and regulated by the Financial Conduct Authority (FCA).
Authorisation details can be checked on the Financial Services Register by visiting fca.org.uk or by calling the FCA on 0800 111 6768.