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Where do I Start?

Firstly it is important to remember that your insurance policy is not a Maintenance contract.

All insurance policies spell out clearly the risks they cover and those that are not. Read your policy booklet and make sure the loss you have suffered is in fact covered. In the Ibex policy booklet you will find this information under the headings "What IS Insured" and "What is NOT Insured". Decide which section of the policy - Buildings or Contents - to claim under. As a general rule the Buildings section of the policy covers the structure of your home together with any fixtures and fittings and internal decorations, whereas the Contents section covers goods and possessions that you would take with you if you moved. If you are unsure then either contact your Insurance adviser who arranged the insurance for you, or call us direct.

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What Happens Next?

1. For any temporary/emergency repairs as a result of an incident covered under the EuroHome Plus/EuroHome Holiday Apartment policies, please contact Multi Assistencia on 902 932 427. The excess of 75€ is payable to the Multi Assistencia representative.

2. If Multi Assistencia are used, Ibex Insurance Services Ltd will contact you and complete a claim form questionnaire over the telephone.

3. If Multi Assistencia are not used, please complete a Claim Form and submit this to us immediately by fax and pass the original to your insurance adviser and obtain 2 estimates for the repair work from appropriate contractors.

4. It is important to keep damaged items because they may need to be examined by our claims representative.

5. If the incident has involved theft, malicious damage or vandalism or if any property has been lost outside the home, you must report it immediately to the local Police. They will take a statement from you and request details of the items lost or damaged along with your estimated replacement cost. A copy of this report, called a "Denuncia" must also be sent to us as soon as you have received it from the Police.

6. If you have lost credit cards or cheque cards, you must inform the company that issued them immediately.

As soon as we receive the above information we will:

• Pay your claim if it is for a small amount and it is covered by your policy. It is important to remember that we have a number of approved suppliers who provide us with goods at discounted prices and we may choose to repair or replace items. Should you require a cash settlement it will be based on the replacement cost of the items at our suppliers prices.
• Send a Loss Adjuster (known as a "Perito" in Spain) to handle the whole claim.

Loss Adjusters are independent insurance claims experts with a good knowledge and understanding of the area in which they operate. They are skilled in assessing claims and in advising on the best repair methods. For items that have been damaged or stolen the Loss Adjuster will need to see evidence of ownership and value. It is important therefore to keep such things as receipts and professional valuations, guarantees and instruction manuals.

Based on the report and recommendations of the Loss Adjuster the claim will be settled and payment will be made either direct to you or the contractors, by cheque or bank transfer.

Claims Resulting from Natural Disasters

Under Spanish Law all policy wordings - Home and Motor - must have a "Clause governing the indemnity of losses caused by extraordinary risks occurring in Spain".

The Consorcio de Compensacion de Seguros otherwise known simply as the Consorcio is a state institution set up to pay claims resulting from extraordinary natural disasters - hurricanes, earthquakes, floods etc.

Spanish Law states that when a claim falls within the jurisdiction of the Consorcio the insurance company cannot make any payment directly related to the claim. There is a formal procedure that must be followed and this is set out in the Eurohome policy booklet. It is important to remember that this procedure must be followed to the letter and that all paperwork is submitted on time - if this doesn't happen considerable delays can occur. Both your Insurance Adviser and our Claims team will provide as much assistance as the Law allows us to.

Please note that Consorcio claims need to be notified both to the Consorcio and Ibex Insurance Services for our information. Consorcio claims forms can be obtained from Ibex.

We look forward to being of service to you in the near future

                    TC Insurance                   

Paraiso de la Bahia, Bloq 4, Apt E, Bahia de Casares, 29690 Málaga, Spain   TEL: 952 89 74 06
FAX: 952 89 74 06          E-MAIL: info@tcinsurance.org