Vehicle Purchase Protection Claims Procedure

As of 11:59:59 PM November 22nd, 2009 (AEDST) the Vehicle Purchase Protection (VPP) program will no longer be offered on eBay.com.au. Vehicles purchased after this date will notAll eligible vehicles purchased before 11:59:59 PM November 22nd, 2009 (AEDST) meeting the criteria for the VPP program are still eligible to claim as normal.

What do I do if I have Problem with the Purchase of a Vehicle?

If you have encountered an issue or concern with your recent vehicle purchase, we recommend you:

1. Try to work things out with the seller. You can email the seller or if you do not have your seller's contact information go to eBay Help Finding eBay Members page and fill in the requested fields appropriately. Contacting the seller often leads to a resolution of the issue as most eBay Motors sellers address buyers' complaints quickly and fairly.
2. Go to the Security and Resolution Centre to report a problem and follow the "Item Not Received or Significantly Not as Described process". This will log the problem and facilitate buyer and seller communication and resolution.
3. If you cannot resolve the issue with the seller, and the purchase was made previous to Nov 23, 2009, then you may be eligible to make a claim under the Vehicle Purchase Protection cover* provided by a major insurer. Prior to claim lodgement, please note you must have made every attempt to resolve your issue with the seller beforehand and also utilised the Security and Resolution Centre for assistance before your claim can be lodged. Claims cannot be lodged within the first 14 days from the date the listing ended. For more information contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com

Process for making a claim

There are a number of levels of assistance available if you require help regarding the after purchase of a vehicle. Because of this the overall process for making a claim can sometimes take a while to go through the steps that are necessary due to legal and insurance reasons. Once you are eligible to lodge a claim, the shortest time that you may be able to receive payment if a legitimate claim is about 2 weeks. However, please be aware that processing the claims usually require some mediation and information gathering that may take up to 4 weeks from being eligible to lodge a claim.

As always, we strongly encourage you to inspect the car before purchasing, as this will usually avoid a great deal of potential problems when buying a car on any site. Vehicle Purchase Protection covers buyers on eBay Motors from certain types of fraud or misrepresentation, but you as the buyer still need to take certain steps. Please read the Terms & Conditions for full details.

If you need to make a claim, the process will proceed along these lines:

• You must wait 14 days after the purchase of a car on eBay Motors before making a claim to Marsh Pty Ltd. During this time, we recommend that you try to resolve things with the seller directly as well as...
• Report the problem to eBay via the Security and Resolution Centre and following the "Item Not Received or Significantly Not as Described process". This will log the problem and facilitate buyer and seller communication and resolution. At that point, if you cannot resolve the issue with the seller then you may be eligible to make a claim under the Vehicle Purchase Protection cover provided by a major insurer. Prior to claim lodgement, please note you must have made every attempt to resolve your issue with the seller beforehand and also utilised the Security and Resolution Centre for assistance before your claim can be lodged. If you have not lodged a complaint with the Security and Resolution Centre this may delay your claim.
• To make a claim please call Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com. You can expect a response within 1 working day.
• Marsh will send you out a claim form to fill out and start the process.
• Based on the complexity and the amount of the claim, Marsh Pty Ltd may need to send out an assessor to view the car and talk to the parties involved and submit their completed report. This may take up to 3 to 4 weeks to fully complete depending on the distances involved and other factors.
• The recommendation from the assessor goes back to Marsh, where the final decision is made on the claim. If the claim is approved then it will take up to 14 days for the payment to get to you.

Therefore we have claims that can take up to 8 weeks. Please be aware that this is only a guide, and depends on the claimant's responsiveness as well as factors outside of eBay and Marsh Pty Ltd's control.

*Terms and conditions apply. Vehicle Purchase Protection insurance only applies to the purchase of an eligible vehicle by an eligible purchaser. We recommend that you read the Terms and Conditions and the full policy wording for further details of the VPP program including information on what is covered. If you have questions regarding the coverage or wish to make a claim under the insurance policy please contact the Program Administrator: