Mercedes‑Benz Van Insurance
The quickest way to manage your policy, view & save your documents, make a claim or chat to a member of our team is via your insurance account at https://app.insurance.mercedes-benz.co.uk/sign-in.
You’ll also find lots of helpful articles here which may answer your questions. Alternatively you can contact us by emailing customercare@insurance.mercedes-benz.co.uk.
Need to make a claim?
Call our claims specialists on 0330 912 7877. For more useful information on what to do if you have an accident see How to make a claim.This is your monthly subscription Mercedes‑Benz Van Insurance policy, which is arranged and administered by Wrisk Transfer Limited.
This policy is underwritten by the insurer shown on the schedule and certificate of motor insurance. Your contract is with the insurer and is made up of several parts which must be read together. The parts of the contract are:
Please take time to read all of the documents to make sure that they meet your needs and that you and all drivers understand the terms, exclusions and conditions. If any information is not right, if you wish to change anything or if there is anything that you do not understand, please contact our Customer Care team as soon as possible
Telephone: 0330 912 1171
Email: customercare@insurance.mercedes-benz.co.uk
Live Chat: In-app
If you would like your documents to be sent to you in the post we will be happy to arrange this.
There are some changes you should tell us about before they happen to ensure that you remain properly covered. For example if you intend to change your van, the types of journey such as starting to deliver goods or if you wish to include other drivers. Please refer to General Condition 8 of the policy.
In return for the premium being paid, we will insure you under the conditions of this policy for any insured incident which takes place within the territorial limits.
Signed on behalf of Wrisk Transfer Limited
Always stop and make sure everybody is safe.
If anyone is injured or the accident is blocking the road, call the emergency services.
Do not accept blame or admit responsibility for the accident.
Call our claims specialists as soon as possible after the accident even if you do not plan to make a claim.
Calling from within the UK: 0330 912 7877
Calling from abroad: +44 330 912 7877
Lines are open 24 hours a day, 7 days a week. They will take details of the accident and put you in touch with our accident recovery service if needed.
You or your legal representative must provide our claims specialists with the following details as soon as you can:
If and when it’s safe to do so, and possible, take photographs of the accident scene and damage to the vehicle(s) or property involved.
In providing accident recovery assistance the claims specialist will use reasonable care and skill. This may include liaising closely with local authorities and emergency services to ensure the most appropriate accident recovery service can be provided when it is safe to do so.
If the windscreen or other glass windows in your van’s windows have been damaged, call our claims specialists on 0330 912 7877 (lines are open 24 hours a day, 7 days a week).
You will have to pay the excess shown in the Windscreen & Glass Cover section of your schedule.
If your van has been stolen, damaged during an attempt to break in or has been vandalised, you must report the incident to the police and obtain a crime reference number if you wish to make a claim.
Once you have a crime reference number, please call our claim specialists:
Calling from within the UK: 0330 912 7877
Calling from abroad: +44 330 912 7877
In the unlikely event that we cannot meet our obligations; you may be entitled to compensation under the Financial Services Compensation Scheme (FSCS).
Further information about compensation scheme arrangements is available at https://fscs.org.uk, by emailing enquiries@fscs.org or by phoning the FSCS on 0800 678 1100.Callers from outside the UK should call 0207 741 4100.
Our aim is to get it right, first time, every time. If you believe that we have not delivered the service you expected, or if you do not agree with the amount we offer to pay you following a claim, we want to hear from you so that we can address your complaint.
If you have a complaint, please contact us at:
Mercedes‑Benz Van Insurance
CEME Suite 173
Marsh Way
Rainham RM13 8EU
customercare@insurance.mercedes-benz.co.uk
Once we have received a complaint we will acknowledge your complaint promptly and in writing and endeavour to resolve the problem within 3 working days. If we cannot do so we will let you know when an answer can be expected.
If we have not resolved the situation within 8 weeks we will provide you with our final response letter including details of the Financial Ombudsman Service.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within 6 months of the date of our final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
If you would like a free copy of our complaints handling procedure, please let us know.
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
https://www.financial-ombudsman.org.uk
0800 023 4567 or 0300 123 9123
complaint.info@financial-ombudsman.org.uk
Using our complaints procedure or contacting the Financial Ombudsman Service does not affect your legal rights.
This contract is governed by the laws and courts of England and Wales and all communication will be in English. If you need clarification on any part of this document, please contact us.
This product meets the demands and needs of owners of Mercedes‑Benz Vans who want to be insured against third party claims arising from the use of their vehicle and for damage to their van caused in an accident or by fire or theft or vandalism. This includes damage to the vehicle’s windscreen.
Any word or expression within this policy wording which has a specific meaning is shown below. It has the same meaning (as shown below) throughout the policy wherever it appears in bold unless otherwise stated.
We will pay all amounts you are legally liable for following an insured incident caused while you are driving, using or are otherwise in charge of your van (including loading or unloading directly from your van) which results in:
We will provide the same cover to:
In the event that the person driving your van dies, we will cover their legal representative to deal with any claims made against that person’s estate.
This cover will also apply while your van is towing a single trailer, caravan or vehicle that is properly attached to your van in accordance with the manufacturer’s instructions, is not being towed for profit and that towing is allowed by law.
We may at our discretion and subject to our prior written agreement, arrange and pay for the reasonable legal costs to defend or represent you or the person driving your van at a coroner’s inquest, fatal accident enquiry or in any criminal proceedings arising out of an insured incident covered by this policy.
We will pay any emergency medical treatment fees as required under the Road Traffic Act.
If we have to make a payment to meet the requirements of the Road Traffic Act, we reserve the right to seek to recover any such amounts from you or the person driving your van at the time of the insured incident.
If your van is lost or damaged in an insured incident, we will, at our discretion:
In both cases, you will need to pay the excess shown on the schedule.
If you wish to claim for theft, attempted theft, vandalism or malicious damage or following a deliberate fire, you must provide a police crime reference number.
If the keys, lock transmitter or the entry card for the keyless entry system for your van are lost or stolen, we will pay up to the amount shown on the schedule to replace:
If your claim is only for your van’s locks and keys, you will not need to pay your excess and your no claim bonus will not be affected.
Following an insured incident, if your van is not roadworthy, cannot be driven or if there is nobody available who can drive it with your approval we will arrange and pay the cost of protecting and taking your van to a Mercedes‑Benz authorised repairer or a place where it can be stored safely and economically.
If you would prefer to use a garage of your choosing, we will either take your van there provided that it is within 10 miles of the accident or to the address shown on your schedule.
We will take you, up to a maximum of 6 passengers and any domestic pets that were travelling in your van at the time of an insured incident to your original destination in the territorial limits or to the address shown on the schedule.
If that is not possible, we will arrange and pay up to £500 for:
The maximum that we will pay is £500 in total for all accommodation and travel expenses. The accommodation is for one night only and check-in cannot be more than 24 hours after the insured incident happened.
If your van is being repaired by a Mercedes‑Benz authorised repairer or an authorised repairer, they will provide you with a courtesy van, subject to availability. You may keep the courtesy van for the duration of the repair to your van or for up to 14 days, whichever is soonest.
If your van cannot be repaired or has been stolen and not recovered we will provide you with a courtesy van for up to 14 days or until 4 days after payment has been issued to you, whichever is soonest.
A courtesy van provided under this section will usually be a small car-derived van.
We will insure the courtesy van under this insurance in exactly the same way as we insure your van. You must return the courtesy van when the owner or we ask you to or if this insurance expires and you do not renew it.
We will arrange and pay for your van to be repaired at a Mercedes‑Benz authorised repairer or an authorised repairer. The repairer may use original Mercedes- Benz parts or parts approved by Mercedes‑Benz if that is more cost-effective.
We may agree to your van being repaired at a repairer of your choosing if we can agree costs with them. You will need to supply estimates in advance of work beginning. If we think that the estimate is unreasonable, we can:
We will not pay for any work that we have not approved in advance.
You will need to pay the excess to the repairer.
If any part or accessory is not available, the most we will pay is the cost shown in the manufacturer’s last United Kingdom list price (including VAT) plus a fitting cost.
If the part is not listed in the manufacturer’s last United Kingdom list price, we will pay the cost of an equivalent part listed plus a fitting cost.
If we know that your van is still being paid for under a finance agreement, we will settle any claim by paying the legal owner described under that agreement.
If the outstanding amount of your finance exceeds any payment made under this policy you will still be responsible for paying any remaining balance.
In that event, our payment will be full and final settlement of our liability under this section of this policy.
If the cost to repair your van exceeds 60% of the manufacturers list price for a van of the same make, model and specification (including taxes and the cost of accessories), we will either:
We may replace your van with a new one of the same make, model and specification. We will only do this if all of the following conditions are met:
If your van has a personalised registration, you may retain this subject to DVLA (Driver and Vehicle Licensing Agency) rules and regulations. If you wish to retain a personalised registration it is important that you notify us as soon as possible.
If you are hit by an uninsured driver we will reinstate your no claim bonus and reimburse any excess, once we have established that the driver of the other vehicle was uninsured and the accident was not your fault. We will need you to provide the registration number, make, model and colour of the other vehicle involved. You will also need to provide the driver’s name and address if possible.
We will not provide cover for the loss of or damage to your van:
We will not provide cover for:
If you have declared to us that you are entitled to a no claims bonus in respect of your van, you must provide proof of this no claims bonus to us no more than 14 days after the start date of this policy if requested by us.
Your no claims bonus must have been earned on a van or a car policy in the United Kingdom that was in your name and which expired no more than 2 years before the period of insurance started.
If you do not provide this proof this policy may be invalid or we may change the terms or premium.
If no prejudicial claim is made, we will apply a premium discount in line with our no claim discount scale current at each anniversary.
If a prejudicial claim is made, your no claims bonus entitlement will be reduced in line with our no claim bonus scale at each anniversary. Your no claim bonus will not be affected if:
You cannot transfer your no claims discount to anyone else. If more than one vehicle is insured, the no claim discount is earned separately for each vehicle.
You may ask us for information on how a claim may affect your no claim bonus.
| NCB at start date last anniversary | NCB at next annual anniversary | |||||
|---|---|---|---|---|---|---|
| No claim | 1 claim | 2 claims | 3+ claims | |||
| 0 | 1 | 0 | 0 | 0 | ||
| 1 | 2 | 0 | 0 | 0 | ||
| 2 | 3 | 1 | 0 | 0 | ||
| 3 | 4 | 2 | 0 | 0 | ||
| 4 | 5 | 3 | 1 | 0 | ||
| 5 | 6 | 3 | 1 | 0 | ||
| 6 | 7 | 3 | 1 | 0 | ||
| 7 | 8 | 3 | 1 | 0 | ||
| 8 | 9 | 3 | 1 | 0 | ||
| 9+ | 9+ | 3 | 1 | 0 | ||
If you paid an extra premium to protect your no claims bonus, your no claims bonus protection will be removed at the next anniversary if you make 2 or more claims in a 5-year consecutive period (excluding windscreen claims) where we are unable to recover any payments that have been made.
Your no claims bonus protection will be removed at the next anniversary and the number of years no claims discount will be reduced in accordance with the table below.
| Claims in The Last 5 Years: | ||||||
|---|---|---|---|---|---|---|
| 0 | 1 | 2 | 3 | 4 | 5 or more | |
| Last years No Claim Bonus | ||||||
| 5 | 6 | 5 | 5 | 3 | 1 | 0 |
| 6 | 7 | 6 | 6 | 3 | 1 | 0 |
| 7 | 8 | 7 | 7 | 3 | 1 | 0 |
| 8 | 9 | 8 | 8 | 3 | 1 | 0 |
| 9 | 9 | 9 | 9 | 3 | 1 | 0 |
If you change your mind, you have a 14-day cooling off period from the start date of this policy during which time you can cancel the no claims bonus protection cover and receive a pro rata refund of the additional premium you paid to protect your no claims bonus. Please contact our Customer Care team if you wish to remove this cover on 0330 912 1171.
You will not be able to cancel the no claims bonus protection cover after the 14-day cooling off period. You can cancel or add no claims bonus protection cover at the next 12-month anniversary of this policy.
If any glass in the windscreen, windows or sunroof of your van is damaged, we will pay for its replacement or repair. We will also pay for:
You will need to pay the excess shown on the schedule. Claims made solely under this section will not affect your no claim bonus.
We will pay up to the amount shown on your schedule for personal belongings if they were in your van when they were lost or damaged in an insured incident.
At the time of the insured incident
We will pay for loss of damage to tools caused by fire, theft, attempted theft or accidental damage, that were in your van at the time of an insured incident. The most we will pay for any one incident is £300. If you ask us to pay someone else we will have no further responsibility to you once we have done so. We may need proof of purchase such as invoices or receipts.
We will pay up to the amount shown on your schedule for any medical expenses which are incurred by any person travelling in your van at the time of an insured incident. This is in addition to the compulsory Emergency Medical Treatment fee (see Section 1), for each person for any medical treatment they receive.
We will pay the amount shown on your schedule following an assault on any person who was travelling in your van at the time of an insured incident.
Cover under this section is only provided if:
This policy provides minimum insurance needed by law to drive your van in any country which is:
These countries include:
Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, the Czech Republic/Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, the Republic of Ireland, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican City.
If you require cover outside these countries, you must ask us before you travel. If we can provide cover, you may need to pay an extra premium.
We will provide the same cover shown on your schedule to the countries shown above between the start date of the policy and the first anniversary or between two anniversaries for up to:
This cover applies while your van is being transported (including loading and unloading) by sea, air or rail between any of these countries and to or from the territorial limits. If your van is being transported by sea, it must be by a recognised route and the journey should not take longer than 65 hours.
Call our claims specialists as soon as possible after the accident even if you do not plan to make a claim.
Calling from within the UK: 0330 912 7877
Calling from abroad: +44 330 912 7877
Lines are open 24 hours a day, 7 days a week. They will take additional details and put you in touch with our accident recovery service if needed.
The EU countries and the other countries mentioned above agree that a Green Card is not necessary for travelling between them. Your certificate of motor insurance is proof of compulsory motor insurance in these countries.
You should check if you need to register your trailer or caravan before towing it abroad. If you do, it means you will need to display a separate registration plate and you will need to carry a green card for the trailer or caravan (but not your van).
If you, your husband, your wife or your civil partner (as defined in the Civil Partnership Act 2004) are involved in an accident under this policy, we will pay the amounts shown below if, within three months of the accident, it directly causes one of the following:
The most we will pay is the limit for any one cause of death or injury during any one period of insurance. We will only make a payment if the injury or death is directly connected to an accident involving your van.
This section will provide you additional information when insuring your electric vehicle which is not referenced elsewhere in this policy document.
All sections within the policy document applies to you and your van if it is an electric vehicle.
Cover is provided as identified in this section irrespective if you own the battery or the battery is leased. If you lease the battery, you will need to know exactly what your responsibilities are. Please ensure you read all documentation you receive from the manufacturer so you fully understand your responsibility as the battery owner.
Theft of, or accidental damage to the battery as per section 2.
It is your responsibility to ensure that the charging cable is safeguarded against any trips or falls and/or injury to any persons or property, including malicious damage.
These exclusions apply to each and every section of this policy and in addition to the exclusions under the heading of what’s not covered in each section.
We will not pay for any loss, damage or liability directly or indirectly caused or contributed to by
1. Your van being:
2. An agreement you have made under another contract
3. Loss of use of your van
4. Terrorism, war, civil war, warlike operations (whether or not war is declared), invasion, act of foreign enemy, hostilities, mutiny, military uprising, insurrection, rebellion, revolution, riot, civil commotion (assuming its proportions amount to a popular rising), military or usurped power, nationalisation or any act of any person or group whether acting alone or in connection with a government or organisation which was committed for a political, religious, ideological or similar purpose with the intention influencing an economy, government, country or state or to put the public in fear
5. The use of your van for the carriage, transportation or delivery of hazardous goods or in a hazardous location
6. Radiation, radioactive contamination or other dangerous properties of any nuclear device, component or material
7. Failure to install and/or accept any software updates to your van when recommended or required by your van’s manufacturer
8. Installing and/or accepting updates to your van’s software that are not supplied by your van’s manufacturer
9. Use of your van as a public emergency service, military or law enforcement vehicles
10. A load seeping or spilling in or from your van that causes pollution or contamination
11. Any damage, loss of use or any other indirect loss to any property being carried by, loaded onto or unloaded from your van
12. Using your van, or any mechanical plant, machinery, hoist, lift, crane or similar appliance whether attached to your van or not, as a tool of trade (including loading and unloading)
13. A cyber event affecting your van
14. Loss of, corruption, or access to data due to a cyber event
15. The person driving your van at the time of an insured incident:
Where we are required to make a payment in such circumstances, we reserve the right to recover any such amounts from you or the driver of your van at the time of the insured incident.
We cannot provide cover and will not be liable to pay any claim or provide any benefit under this policy to the extent that the provision of such cover or payment of such claim or provision of such benefit would expose us to any sanction, prohibition or restriction under United Nations regulations or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
These conditions apply to each and every section of this policy.
If we are unable to collect any premium amount by its due date, we will contact you with the next steps. If we are still unable to collect the payment, we may cancel your policy.
Your van must be covered by a valid Department of Transport Test (MoT) Certificate if one is needed by law
You or the person driving your van must:
Failure to take care of your van may invalidate this policy and we may not pay some or all of a claim.
Your premium, excess and other terms of this policy are based on the information you gave us when you completed your application, when you make any changes and when you renew it. If any of the details on the statement of fact change, you must tell us. This insurance is only valid if:
If you or your van are involved in any type of insured incident, regardless of who is to blame, you must:
If you are claiming for theft, attempted theft, vandalism or malicious damage or deliberate fire, you must also:
You must not attempt to negotiate the settlement of any claim without our prior, written approval.
We are entitled to:
If your van is written off we will:
If you or anyone representing you:
We may:
Where we identify fraud or financial crime we may:
If we have made a payment that we would not otherwise have made, you must repay that amount to us.
If we, a Mercedes‑Benz authorised repairer, authorised repairer or another company that we have instructed has provided you with a courtesy van, you must return it when instructed to do so.
If you suspect that you bought this policy from an unauthorised or unregulated route, you must contact us immediately. You can check the list of authorised and regulated firms on the Financial Conduct Authority’s (FCA) website https://register.fca.org.uk/s/
You may cancel this policy at any time before and during the period of insurance.
You can do this within your account. The policy will be cancelled from the date you request unless that is in the past, or the date your request is received, whichever is the later.
If you cancel this policy, we will refund the amount you have paid for the unused period of insurance except where an insured incident has occurred which has or may give rise to a prejudicial claim, in which case the full premium paid will be retained by us.
We may cancel this policy by giving you 7 days’ notice in writing to your last known email address. We may cancel this policy where there are serious grounds to do so. This includes:
You must update your account details with any changes that may affect your policy cover and you must review the information you have provided to us at each anniversary of your policy by checking the information contained within your schedule and statement of fact and ensuring it is still accurate. If we are not informed of any changes or corrections this may affect your ability to claim under your policy.
Changes you must update before using your van:
Changes you must update within your account no later than 48 hours after becoming aware of any of the following:
When you make a change of details in your account, we may reassess the premium and terms of your policy. You will be informed of any revisions to the premium or the terms and asked to agree before any change is made.
In some circumstances, we may not be able to continue your policy following the changes. Where this happens, you will be told and the policy will be cancelled in line with general condition 7 – Our right to cancel.
If you are not sure whether you need to tell us, please use the Live Chat facility in your online account. You should keep a record of the information you give us in relation to this insurance.
A person who is not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy. This does not affect any right or remedy of a third party which exists or is available apart from that Act.
If you make a change to your policy as shown in general condition 8, we have the right to amend the policy terms and conditions
This includes:
You will be informed of any revisions to the premium or the terms and asked to agree before any change is made.
Regardless of your claims history, your no claims bonus or whether you have paid for no claims bonus protection, we may change your premium at each anniversary. We will notify you in writing of any such action at least 14 days prior to your next billing date.
We will not cover any loss where your van is used for the carriage of passengers for hire or reward. You can accept money for fuel if:
If there is any other insurance covering the same claim, we will only pay our share of the claim, even if the other insurer refuses the claim.
You must respond to all requests from us for information and documentation during the period of insurance and during the administration of a claim. You may be asked to provide:
Failure to supply this information when requested may result in your claim being refused and/or your policy being cancelled.
If under the law of any country we must make a payment which we would not otherwise have to make, you must repay that amount to us.
Mercedes‑Benz Insurance Services UK Limited is registered in England and Wales under company number 03510012. Registered office: Delaware Drive, Tongwell, Milton Keynes, England, MK15 8BA. Mercedes‑Benz Insurance Services UK Limited is authorised and regulated by the Financial Conduct Authority with firm reference number 311715
Mercedes‑Benz Van Insurance is arranged and administered by Wrisk Transfer Limited, a company registered in England under Company number 10657213 and is a wholly owned subsidiary of Wrisk Limited. Registered address: 45 Gresham Street, London, United Kingdom, EC2V 7BG. The company is registered in England under Company number 09721622. Wrisk Transfer Limited is authorised and regulated by the Financial Conduct Authority, No. 788062.