Broken Down?
If you have a policy or membership with us, please make sure to have your policy or membership number to hand, along with a return contact telephone / mobile number, and your precise location, and then contact our 24-hour control center on the number below. Continue reading for more information on the claims process.
Not a Member? Road Traffic Collision?
If you have broken down but do not currently hold a policy or membership with us, or you have been involved in a road traffic accident, we can still assist you on a Pay As You Go basis. Please contact us on the number below or click the link to read more information about our Pay As You Go service:
How to make a claim
If your vehicle breaks down due to mechanical or electrical failure during a journey, service will be provided according to the policy wording.
We will provide cover for any breakdown and any costs involved with the roadside assistance or recovery to a local garage (excluding parts and labour) during the period of insurance and within the territorial limits detailed within the policy wording.
Any fault or suspected fault with the vehicle should be addressed immediately, and you must contact us as soon as you suspect a fault may be occurring or may have occurred. We’ll log your details and ask you to stay by the phone you’re calling from or offer an alternative number.
Where applicable, the Approved Incident Excess will be requested at the time of the Approved Incident. Once we have validated your claim and identified your location, we will begin to make the necessary arrangements to help you.
Please remember to stay safe at all times while remaining with or close to your vehicle. Once the Vehicle Recovery Operators (VRO) arrives at the scene, please be guided by their safety advice.
If you are broken down on a motorway and have no means of contacting us or are unaware of your location, please use the nearest SOS box and let the police know our telephone number, and they will contact us to arrange assistance.
If the police are present at the scene, please let them know that you have contacted us or give them Our telephone number to call us on your behalf.
How we process your claim
We understand that suffering from a vehicle breakdown can be worrying and stressful.
Once we have validated your policy by checking your details, the level of cover in place and the status of your vehicle, we will contact our network of VRO and deploy assistance to attend at the scene of the approved incident.
We will always try to deploy assistance appropriate to the circumstances; however, this depends on the symptoms and circumstances you describe and the availability of resources within our VRO network.
Investigating symptoms
The attending VRO will assess the symptoms experienced in relation to the vehicle.
Please note that the VRO can’t undertake diagnosis at the roadside due to the complexity of the equipment required and the working environment.
Where the VRO can undertake a safe and timely temporary repair at the roadside, this will be carried out.
Otherwise, arrangements will be made to recover the vehicle.
Please note that you are responsible for nominating or making arrangements with any workshop to which the vehicle is recovered.
Roadside repairs will never be carried out where faults are suspected in relation to safety related items, such as steering or brake systems.
Incidents where we decline to provide service
Service is always provided in line with your policy terms and conditions. Where we decline to provide service, we will explain the reasons for this to you and provide this to you in writing upon request.
We may be able to offer you assistance on a pay-on-use basis where a claim has been declined. Please note that we will always refuse to provide service for non-covered events and if the vehicle does not have a valid, current MOT and Road Tax, which we check via the DVLA in relation to each incident.