PROFESSIONAL STAFF RECEIVE YOUR CLAIM
You are connected directly to an experienced and knowledgeable claims manager who receives the claim and helps identify the problem
When Submitting a Claim
Our skilled specialists are here to help you! In the event of a customer complaint, you will normally receive
a response for you and your customer within an hour!
This is what to do if your customer wants to make a claim
Call us on +46 31 27 70 40 to speak to one of our claims assessors. They will inform you of the car’s warranty conditions and advise you how to complete the claim submission form on our website, which will form the basis of our decision. You can find answers to frequently asked questions here!
Repairs carried out without our written approval are not covered by the warranty. We restore your car to the condition it was in at the time of the damage and therefore do not offer compensation for any defects that were present when the car was delivered to you nor for troubleshooting of defects that are not covered by the warranty.
If your vehicle is damaged abroad, an authorised garage must be used and the payment should be made with a bank card, such as a VISA or Mastercard.
Does your customer want to make a claim?
Our skilled specialists are here to help!
The last thing that a customer wants is to be unsure about what their warranty covers, who should be contacted and
who can repair the car. When you contact us, you will receive a response within an hour! If the claim is approved, an appropriate response will be decided upon and you can quickly leave a message for the customer
RESPONSE WITHIN 1 HOUR
The same claims manager will get back to you within a maximum of an hour to tell you whether the claim is covered by the warranty. If the claim has been approved, they will also inform you of the response decided upon.
IN THE RIGHT HANDS
If the claim is approved, Fragus prioritises repairs being performed by authorised partners and with consideration of the customer’s geographical location.
Information for the workshop
Call us on +46 31 27 70 40 to speak to one of our claims managers. They will inform you of the car’s warranty conditions and advise you on how to complete the claim submission form on our website. If the claim is approved, the car will be restored to the condition it was in before the damage or defect occurred. Any repairs carried out without our written approval are not covered by the warranty, nor are defaults that were present when the car was delivered to you or troubleshooting of defects that are not covered by the warranty.
Before you contact Fragus
Before you call us to submit a claim, check that the customer has a valid warranty on the relevant vehicle. The dated warranty statement with information concerning the car should have been sent to the customer’s home no later than 10 days after they received their car.
Maintenance
Car servicing is crucial for the vehicle’s longevity. For the warranty to apply, it is the responsibility of the car owner to maintain their car according to the manufacturer’s instructions. See the car’s service book for more information
Excerpt from the warranty conditions:
“In order for the warranty to apply, the vehicle must be maintained and serviced according to the manufacturer’s instructions throughout the entire warranty period. During the warranty period, service and any warranty repairs shall be performed by the selling company or by a workshop designated by this company. All maintenance work must be performed professionally and without exception documented in the vehicle’s original service book, which must be able to be presented to us upon request in the event of damage or a defect.”