Claims administration process/procedure

NOTIFY US ABOUT BREAKDOWN

TAKE THE VEHICLE TO A REPAIR SHOP

SUBMIT DOCUMENTS CONFIRMING BREAKDOWN

AGREE THE REPAIR WORK FOR US

CARRY OUT THE REPAIR

RECEIVE YOUR PAYOUT

1.Notify us of the loss event

Notify us of the breakdown no later than within 7 days from its occurrence by completing the claim form

2.Take the vehicle to a repair shop

As soon as possible, and no later than within 5 days from the notification, take the vehicle to one of our partner repair shops. You can also choose repair shop at your own choice.

If the vehicle is not roadworthy, arrange for it to be transported to the relevant repair workshop. If the event is recognised as insured, the insurer will reimburse the vehicle transportation costs you have incurred, up to a maximum amount of EUR 200. Please be sure to retain the invoice for transportation, indicating the transportation distance or route (from/to).

Authorise the repair company to carry out diagnostic, fault identification, or dismantling work required to determine the cause and extent of the breakdown and to prepare a repair estimate.

3.Submit documents confirming the breakdown

Immediately submit the information obtained during the vehicle inspection to us by email at zalos@mangoinsurance.eu.

In all claim cases, please provide the following data and documents:

• The repair shop’s work order form, indicating the vehicle VIN, condition, odometer mileage, and the customer’s description of the breakdown

• Detailed computer diagnostics of the vehicle, identifying the vehicle and including all error codes

• The repair shop’s technical inspection report, specifying the cause/nature of the component failure

• A copy of the vehicle registration certificate

• A photograph of the odometer reading showing the total mileage

• Photographs of all dismantled defective and repairable components, including/marking detailed damage to the component and, for electrical components, photographs of their connectors

• A preliminary repair estimate specifying:

  • components to be repaired/replaced and their original manufacturer codes;

  • prices of parts/components;

  • the hourly labour rate and number of hours, based on the manufacturer’s applicable time standards and technological procedures

• VAT invoices for vehicle maintenance work
  

Depending on the nature of the breakdown, during the claim administration process we may also request other documents confirming the fact or circumstances of the breakdown.

If it is difficult to dismantle the defective component during fault identification, please contact us to agree on the repair estimate. We will agree on authorisation to carry out the repair work, and the final decision on whether the event is recognised as insured will be provided after we have received all requested documents and information and have confirmed that the components have no external damage and that no other exclusions provided for in the insurance contract apply.

4.Agree on the repair work

Once we have received the documents required for claim administration, we will assess them and authorise the repair work.

IMPORTANT: The vehicle may not be repaired without prior approval. Any repair work commenced or performed without approval constitutes grounds for refusal to pay the insurance indemnity. We reserve the right to request that you provide other additional information related to the claim event.

5.Carry out the repair

Confirm with the repair company that the repair work is to be carried out.

Agree the terms for carrying out the repair work, including the scope of work, deadlines, and other conditions, directly with the repair company. The vehicle repair agreement is concluded between you and the selected repair company; the insurer is not a party to that agreement and therefore is not responsible for, does not organise, and does not perform the repair work.

Payment for the repair work shall be made to the repair company in accordance with the VAT invoice issued by it and the agreed payment terms. The insurance indemnity is paid only after a decision has been made to recognise the event as insured and all requested documents have been received; therefore, until such decision is made, please agree the payment arrangements with the repair company.

The repair company is responsible for the proper performance of the repair work, the quality of the parts used, and provides the warranties for the work performed and replaced parts as required by law and as agreed with you in the repair terms. Any questions regarding the quality, timing, or warranty obligations relating to the repair work performed should be resolved directly with the repair company.

6.Receive the indemnity — after submitting an application for payment of the insurance indemnity

After receiving the decision on payment of the insurance indemnity, please submit the following by email to zalos@mangoinsurance.eu:

(1) the final VAT invoice issued in the name of the Insured for the repair work performed, specifying:

- detailed names, codes, and prices of the work performed and parts replaced;
- vehicle details, registration number, and mileage;

(2) a completed and signed application for payment of the insurance indemnity, the form of which can be found here: https://mangouw.eu/registruoti-zala

The insurance indemnity may be transferred to you (the Insured or the Beneficiary) or to the repair company that performed the repair work. If payment of the insurance indemnity to the repair company is selected, the application for payment of the insurance indemnity must be signed by the Insured and by a representative of the repair company.

If an excess is specified in the Insurance Certificate, the Insured shall pay the excess amount directly to the repair company that performed the repair work.

You can review the full terms and conditions of the Mango Insurance Car Warranty extended warranty insurance in the documents sent to you by email at the time the insurance contract was concluded.