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How to make a claim, claim guidance and documentation

Download our Caravan Cover documents to learn more about what is covered and any limitations and exclusions which might apply.

Downloads

Please download the Legal Protection Policy, if the optional premium has been paid.

How to make a claim

Nobody wants to have to make a claim, but if the worst happens, we've put together the information below to support you, including what documentation we’ll need to process your claim. Our claims handling is provided on our behalf by Crawford, who are there to help throughout the process.

Please be aware that repairers are experiencing significant delays with obtaining replacement caravan parts from manufacturers. This may result in delays when it comes to having your caravan repaired.

Please note that for fifth wheel caravans, the repair delays might be more than for touring caravans, as in addition to parts availability, they will need to be imported.

If your caravan is stolen

    1. Notify the police immediately

    2. Please call our claims team on 01908 892 318 who are open 24/7, 365 days a year

If you need to make a personal accident or a third party claim

  • Please call our claims team on 01908 892 318 as we will need some information about your claim so we can tell you what documentation we need.

Ways to make a claim for any other claim type

  • Call our claims team on 01908 892 318
  • Complete your claim form online here
  • Download the claim form, fill it in and email it or post it:

Send in your claim form

How to send in your downloaded claim form

  • Download the theft claim form here or the general claim form here
  • Edit the downloaded claim form directly (if you have the appropriate software), save and email it to caravanclaims@crawco.co.uk
  • Print and complete the downloaded claim form, then scan the completed form and email it to caravanclaims@crawco.co.uk
  • Print and complete the downloaded claim form, take a photo of the completed form and email to caravanclaims@crawco.co.uk. Please check the images are clear and legible otherwise you may be requested to send in another format.
  • Print and complete the downloaded claim form and post it to us at Crawford Caravan Cover, Ashton House Central 2nd Floor, Silbury Boulevard, Milton Keynes MK9 2AH

If you are unable to edit or print a claim form please call our claims team on 01908 892 318 to request a claim form.

Choosing your repairer

You will need to find a suitable repairer to carry out the work on your damaged caravan, trailer and/or awning.

If the caravan is still under warranty we recommend you contact a repairer approved by the manufacturer otherwise your warranty cover could be prejudiced.

If you are unsure of a repairer to use, please click here to find a list of repairers other Club members frequently use following a claim under their Caravan Cover.

Please note we are not affiliated with these repairers in any way and our identification of them should not be taken as an endorsement of their work.

If you think your caravan is a write-off, please call our claims team on 01908 892 318.

Towing your damaged caravan

When there’s serious damage that renders your caravan untowable, please call our claims team on 01908 892 318.

If your caravan is damaged but remains towable, make any temporary repairs needed to prevent further damage.

What is a Repair Estimate and how to get one

The Repair Estimate is provided by your chosen repairer and will detail the specific damage incurred. It will also include a detailed breakdown of how much it will cost to repair your caravan. If you are unsure how to go about getting a Repair Estimate please call our claims team on 01908 892 318.

For any claim of £1,000 or above, we ask you to get at least one estimate for the repair/s. It is unusual to ask for a second estimate, however, if we feel the costs are excessive or are aware that the repairer you have chosen has completed unsatisfactory work in the past, we may ask you to get another estimate or refer you to a specific repairer.

Repairs under £1,000

We don’t require you to provide us with a repair estimate if the repair cost is less than £1,000. You may also choose to have the repair completed without our authorisation; however, you do so at your own risk as we cannot guarantee to pay the claim. We will assess the claim in the usual way upon submission of a claim form.

What is a Damage Report and how to get one

The report will confirm the cost to repair the damaged item or will state whether it’s beyond repair. This can be obtained by a reputable retailer. If you are unsure how to go about getting a Damage Report please call our claims team on 01908 892 318.

Summary of what you need depending on your claim type

Claim type

Repair estimate

Proof of ownership 

 Damage report

Caravan damage

 Yes Yes N/A

Awning damage

 N/A Yes Yes

Contents / equipment damage

 N/A Yes Yes

Contents / equipment loss or theft

 N/A Yes N/A

Trailer tent damage

 N/A Yes N/A

Fire, flood, hail or storm damage

 Yes Yes - for any items you wish to claim for N/A

Internal caravan damage such as:

shower tray

window

motor mover

 Yes N/A N/A

Rooflight damage

 Yes Yes - for any items you wish to claim for N/A

Detachment or snaking accident

 Yes Yes - for any items you wish to claim for N/A

Loss of nearside wheel

 Yes Yes - for any items you wish to claim for N/A

Tyre failure

 Yes N/A N/A

Vandalism

 Yes Yes - for any items you wish to claim for N/A

After you've made a claim

Once the claims team receives your claim, they will assess it and contact you, usually within two working days, to advise you of the next steps. Any repairs over £1,000 must be submitted for approval.

An Assessor or Loss Adjuster might be appointed to your case and they will contact you to arrange an inspection at a convenient time. Once repairs have been approved, you will need to book your caravan into your repairer.

Top questions

When will my caravan be covered?

Your caravan is covered all the time including when it’s in storage, on your drive, on the road or on site. You'll be covered against accidental damage or loss from theft,  vandalism, storm, and flood. Please read the relevant cover booklet on our cover documents page for full details.

When do I pay my cover excess?

Depending on the type of claim you’re making, the cover excess will be deducted from the claim payment or you will pay your cover excess to the repairer on completion of repairs. This is after you have signed a satisfaction note to confirm you are happy with the work you’ve had carried out.

How long do repairs take?

Repair timescales vary depending on things like, how long it takes for parts to come in, the complexity of the repair and the availability of the repairer. Check with your repairer when they give you a repair quote, to give you a time-scale of when they expect to complete the work. Unfortunately repairers have no control over when parts come in.

Do I have to continue to pay my Direct Debit instalments if I make a claim?

You must continue to make your monthly payments for the remainder of the cover period. If your caravan can’t be repaired and is ‘written off’, then we will deduct the rest of the monthly payments due for the remainder of the cover period from your settlement which means you will not have to pay the remainder of the instalments

How long does it take to receive settlement?

We will deal with your claim as quickly as possible; however settlement times are influenced by many factors.

How will my claim be paid to me?

All claims payments are issued by bank transfer.

What if I haven’t got proof of ownership or the right documents?

We ask that you provide proof of ownership to validate your claim. We appreciate this isn’t always easy so we accept evidence in the form of photographs or receipts. Where there is no proof of ownership or insufficient evidence of ownership, we may make a deduction; this will be discussed when issuing your settlement.

If there is no guidance or documentation for the claim you're making, please call our claims team on 01908 892 318.

How do I make a complaint?

We only exist for you, so we make every effort to provide the highest service standards. If you feel that our service has failed to meet the standard you expect, please contact us. 

  • If your complaint is related to a claim please email: caravanclaims@crawco.co.uk or call 01908 892318 (Monday to Friday 9 am to 5 pm) advising you wish to make a complaint. 
  • If you’d prefer to write in, please address your letter to: Crawford Caravan Cover Complaints, Ashton House Central 2nd Floor, Silbury Boulevard, Milton Keynes MK9 2AH.

 

  • If your complaint relates to anything else please email: escalations@camc.com or call 01342 326944 (Monday to Friday 8.45 am to 5.30 pm)
  • If you’d prefer to write in, please address your letter to: Caravan Cover Complaints, Caravan and Motorhome Club, East Grinstead House, East Grinstead, West Sussex RH19 1UA. 
  • Please note that due to the postal service and hybrid working arrangements, postal complaints may take longer to be received.

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