How does the exam work?
Here you will find the individual steps involved in the standard inspection process. The entire process – including the initial letter and referral to a garage – takes around 3 working days on average.
1. You will receive a letter from E.Via
Once we have been instructed by the relevant insurance company, we will receive your details for the purpose of handling your claim. Within 24 hours, we will send you our initial letter by post and also by email, provided we have your email address.
This letter will contain your personal access number, which you can use to continue the claims process and access further features.
Haven’t received the letter? Request it again here.
2. You complete the online questionnaire
Use your access number to log in to the service portal. There, you can view the progress and current status at any time – and you’ll also find our online questionnaire waiting for you there.
You may already have provided some details to your insurer. However, the questions are not the same for all insurers. Our questions are necessary to ensure a proper and fair assessment; some also determine how we proceed with your item. We need these answers directly from you.
The questionnaire is straightforward and usually takes no more than 10 minutes to complete. Many of the answers are pre-filled, so you’ll only need to type in a few details yourself.
3. You will receive a parcel label and send the item in
Along with our cover letter, you will receive a convenient and free way to send your item to us. Find out more under ‘Shipping’.
4. We receive your item
Upon receipt, we check the transport packaging for damage. If it is evident that damage has occurred during transit, we document this and lodge a complaint.
Our logistics team documents the packaging and the full contents of the consignment. Your item is then registered and automatically submitted for inspection – this usually takes just a few minutes.
For an online exam: Take a photo of the item
If your claim is assessed online, you will be given instructions on how to take and upload photos at the end of the online questionnaire. A standard smartphone and sufficient lighting are all you need.
You can upload the photos directly within the questionnaire or later here.
5. The exam begins
As soon as all the information is available – usually the fully completed questionnaire and the item in question or supporting documentation – our experts begin their assessment. This comprises four parts:
- Plausibility check: The damage identified is compared with the described sequence of events and your details regarding pre-existing and subsequent damage. We are assisted in this by a system that draws on data from hundreds of thousands of expert reports.
- Cost-effectiveness assessment: The current market value is determined and compared with the manufacturer’s repair costs.
- Ownership check: The ownership status of the item is clarified.
- Consent: Once the ownership status is clear, we check whether you have given your consent to the repair.
Depending on the item, the assessment takes between 10 and 60 minutes.
6. Referral for repair
If your item can be repaired cost-effectively, the ownership has been clarified and you have agreed to the repair, we will forward it immediately to the relevant workshop or service centre. The insurance company will be informed; you can continue to track the status via the service portal.
6. Returns or disposal
If your item cannot be repaired cost-effectively, if the ownership is unclear, if the circumstances of the damage cannot be established, or if you do not wish to have it repaired, we will return the item to you immediately. The insurance company will be informed; you can track the status via the service portal.
If you have agreed to disposal in the event of an economic total loss via the online questionnaire, your item will be disposed of appropriately, in compliance with data protection regulations and as sustainably as possible after a storage period of 7 working days.