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Frequently Asked Question's

Questions

A) Important Contact Information FAQs

A1) Who is the insurance administrator?

A2) Who do I contact if my vehicle suffers a breaksdown?

B) Policy FAQ's

B1) Can I buy Insure4breakdown vehicle breakdown insurance whilst abroad?

B2) I live outside of the UK, can I still buy this insurance?

B3) What happens if my vehicle breaks down at home?

B4) How quickly will Insure4breakdown come out to me?

B5) Will Insure4breakdown take me back home if you can't repair the vehicle abroad?

B6) Will Insure4breakdown pay for labour or parts needed to repair the vehicle?

B7) Do Insure4breakdown pay for my hotel if I'm away from home?

B8) Do I get a hire car?

B9) Am I covered in any car?

B10) Are lost, stolen or broken keys covered?

B11) What happens if I put the wrong fuel in my vehicle?

B12) Am I covered if my vehicle runs out of fuel?

B13) What happens if I am not covered for the fault on the vehicle?

B14) Am I entitled to a second call out if you can't recover my vehicle to a garage?

B15) What if my car is stolen or vandalised?

B16) What if I want my partner's vehicle to be covered?

B17) What if I have a problem with my caravan or trailer?

B18) What if my trailer contains horses or other livestock?

B19) What happens when my vehicle has to go to a garage, do you book it in?

B20) What happens if I can't pay for repairs?

B21) What happens if I cancel my callout?

B22) What European countries do Insure4breakdown cover?

B23) Will Insure4breakdown pay toll or ferry fees?

B24) What happens if my vehicle breaks down abroad?

B25) Do I need to take any extra documents if I travel abroad?

B26) How many vehicles do Insure4breakdown repair roadside?

B27) What happens if my vehicle breaks down on the motorway?

B28) What can't be covered under the policy?

B39) My vehicle has locking wheels and a space saver, what happens if I can't change my wheel?

B30) What happens if my mobile phone is running out of charge and I need to let people know about my situation?

C) Booking & Customer Service FAQ's

C1) Can I cancel the policy if I decide it is not for me?

C2) Can Insure4breakdown re-send my policy?

C3) My policy has incorrect personal details, can these be changed?

C4) What happens if I change my vehicle?

C5) What happens if I am unable to print my insurance documents?

C6) How can I lodge a complaint?

Answers

A) Important Contact Information FAQ's

A1) Who is the insurance administrator?

This service is provided by Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex, CO1 1UX, Registered Company Number 3668383 and is underwritten by Groupama Insurance Company Limited, 6th Floor, One America Square, 17 Crosswall, London, EC3N 2LB, Registered Company Number 995253.

Call Assist Ltd, Firm Reference Number 304838 and Groupama Insurance Company Limited, Firm Reference Number 202124, are authorised and regulated by the Financial Services Authority.

A2) Who do I contact if my vehicle suffers a breaksdown?

If your vehicle suffers a breakdown please call Our 24 hour control centre on: 0844 875 0133 (from abroad: +44 844 875 0133). If you are unable to make a connection, please contact us on 01206 714795 (from abroad: +44 1206 714795).

Please have the following information ready to give to our rescue controller who will use this to validate your policy:

  • Your return telephone number with area code.
  • Your vehicle registration.
  • The precise location of your vehicle (or as accurate as you are able in the circumstances).

B) Policy FAQ's

B1) Can I buy Insure4breakdown vehicle breakdown insurance whilst abroad?

No - You must buy your vehicle breakdown insurance policy at least 24 hours before you leave the United Kingdom.

B2) I live outside of the UK, can I still buy this insurance?

No. Our vehicle breakdown insurance policies are only available to people who have been permanently residing in the United Kingdom for 6 months or more.

B3) What happens if my vehicle breaks down at home?

We will assist you within a one-mile radius of your home address. If we are unable to repair your vehicle, we will recover it to the nearest garage able to undertake the repair. If it is late in the evening, we may advise you to call for assistance the following day when garages will be open.

B4) How quickly will Insure4breakdown come out to me?

We aim to have an agent with you in less than 40 minutes. However, this may vary in mainland Europe, depending on your location.

B5) Will Insure4breakdown take me back home if Insure4breakdown can't repair the vehicle abroad?

We will first try and repair your vehicle roadside and, if this is not possible, recover you to a local garage for repairs. We may offer you alternative options of assistance in accordance with the policy wording to ensure you are inconvenienced as little as possible. If the vehicle cannot be repaired within a reasonable amount of time, to be agreed between you and our rescue controller, we will recover you, your vehicle and up to 6 passengers back to the UK.

B6) Will Insure4breakdown pay for labour or parts needed to repair the vehicle?

No, these would need to be met by you, the Insured.

B7) Do Insure4breakdown pay for my hotel if I'm away from home?

Depending on circumstances, we will pay a maximum of £60.00 for a lone traveller or £40.00 per person for you and up to 6 passengers for overnight accommodation. This is on a pay and claim basis and authorisation must be gained from our rescue controller prior to incurring any costs.

B8) Do I get a hire car?

If the recovery operator is unable to repair your vehicle within the same working day, or a period agreed between you and our rescue controller, we will pay up to £100.00 towards the cost of alternative travel or car hire, plus a single standard rail ticket to collect the repaired vehicle. This service can only be used to complete a journey if your vehicle is being repaired a minimum of 20 miles from your home address. This process is on a pay and claim basis and authorisation must be gained from our rescue controller.

B9) Am I covered in any car?

Our policy only covers the vehicle registered on our database. The registered vehicle is covered for any driver.

B10) Are lost, stolen or broken keys covered?

If you lose or break your keys we will pay the callout and mileage back to the recovery operatorís base or your home address if closer. All other costs incurred, including any specialist equipment needed to move the vehicle will be at your expense.

B11) What happens if I put the wrong fuel in my vehicle?

We will recover you and your vehicle to the nearest garage able to undertake the repair, or recover you to your home or original destination if this is not possible.

B12) Am I covered if my vehicle runs out of fuel?

No, unless there is a mechanical or electrical fault, which caused the problem, this is an exclusion within the policy. We can however assist on a pay on use basis by taking credit or debit card details.

B13) What happens if I am not covered for the fault on the vehicle?

We can assist on a pay on use basis by taking credit or debit card details.

B14) Am I entitled to a second call out if Insure4breakdown can't recover my vehicle to a garage?

No, we will only take you to your chosen destination under the initial call out. You are only entitled to one call out per fault. If you are at home and garages are closed, we may advise you to call for assistance the following day. If we can't effect a repair, we will be able to recover you straight to a repairing garage.

B15) What if my car is stolen or vandalised?

In the event that your vehicle is stolen or vandalised, you should contact your insurance company.

B16) What if I want my partner's vehicle to be covered?

You can add further vehicles to the policy online at the time you take out cover.

B17) What if I have a problem with my caravan or trailer?

Your policy covers the vehicle for breakdowns only. If your vehicle breaks down and your caravan or trailer is attached, providing it meets the policy requirements, it will be recovered with the vehicle. If you have a problem with your caravan or trailer and not the vehicle, we will be able to help you but you will need to pay for the service immediately on a pay on use basis by credit or debit card.

B18) What if my trailer contains horses or other livestock?

Recovery of a trailer containing livestock is not covered as part of the policy and will be totally at the discretion of the agent which attends the scene. If the trailer cannot be recovered with the livestock inside, providing you do not know anyone locally who can help you, we will try to contact a local company which can provide assistance in transporting the livestock separately. You will need to pay for the additional service immediately on a pay on use basis by credit or debit card.

B19) What happens when my vehicle has to go to a garage, do you book it in?

We will find out if there is a particular garage you wish to be recovered to and ask you to book it in. We can also source local garages in the area for you, if necessary, and pass you the details.

B20) What happens if I can't pay for repairs?

We would expect you to have adequate funds to cover the repairs as you would if you have your vehicle serviced.

B21) What happens if I cancel my callout?

If a callout is cancelled by you and a recovery operator has already been dispatched, you will lose a callout from your policy. We recommend you to wait for assistance to ensure the vehicle is functioning correctly. If You do not wait for assistance and the vehicle breaks down again within 12 hours, you will be charged for the second and any subsequent callouts.

B22) What European countries do Insure4breakdown cover?

Territorial Limits (Europe)

Albania, Andorra, Austria, Balearics, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Isles, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Sardinia, Serbia, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey (West of Bosphorus) and Vatican City.

B23) Will Insure4breakdown pay toll or ferry fees?

We will pay ferry and toll fees only within the confines of the United Kingdom and Northern Ireland.

B24) What happens if my vehicle breaks down abroad?

Please call into Our UK based call centre, where you details will be taken and assistance arranged.

If you have broken down on a toll or private road in Europe, you must first obtain assistance from the local authorities by using the phones situated along the route. Once you have been recovered off the toll road, you can then contact us for assistance using the numbers printed in the policy wording.

B25) Do I need to take any extra documents if I travel abroad?

Yes, it is your responsibility to ensure you comply with the laws of the countries you will be visiting. As a minimum, you will need to take your driving licence including any additional documentation, your V5C vehicle registration document and insurance documents with you. Last but not least, don't forget to take our policy with you.

B26) How many vehicles do you repair roadside?

We repair 76% of vehicles roadside.

B27) What happens if my vehicle breaks down on the motorway?

If your vehicle breaks down on the motorway in the UK and you are unable to use your mobile phone, you must use the emergency telephones situated at 1-mile intervals. Police services will take your details and contact us to arrange the recovery.

B28) What can't be covered under the policy?

We cannot cover vehicles in excess of 3,500 kg (3.5 tonnes) and vehicles more than 5.1816 metres (17 feet) long, 1.9050 metres (6 feet 3 inches) wide and 2.4384 metres (8 feet) high, vans, minibuses, limousines, vehicles of a commercial nature or vehicles used for hire and reward. Any request for service if the vehicle is being used for motor racing, rallies, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities. Please refer to your policy wording for full terms and conditions.

B29) My vehicle has locking wheels and a space saver, what happens if I can't change my wheel?

We will gladly assist you although you must have a legal and serviceable spare wheel which can be fitted. You must also have all keys for any locks with you and the correct wheel studs for the spare wheel if it is a different size to the standard wheels. If you do not have the necessary parts to enable us to change the wheel, you will need to pay for the service immediately on a pay on use basis by providing debit or credit card details.

B30) What happens if my mobile phone is running out of charge and I need to let people know about my situation?

We will gladly pass on up to 2 messages to friends, relatives and colleagues to inform them of your situation.

C) Booking & Customer Service FAQ's

C1) Can I cancel the policy if I decide it is not for me?

Cancellation Rights

If We have reason to believe this policy is not being used in the spirit it was designed for or it becomes apparent there is a breakdown in the relationship between us and you, we may cancel the policy by sending 7 days notice to your home address. In such situations, providing no claim has been made, We will refund the unexpired portion of your premium.

This policy has a cooling off period of 14 days from the time you receive this information. If you do not wish to continue with the insurance, we will provide a refund of premium paid, providing no claim has been made. You may cancel your policy after the 14 day cooling off period but no refund of premium is available. A refund of premium is not available if the period of insurance of the policy is for a period of less than one month.

C2) Can Insure4breakdown re-send my policy?

Yes please call us on 01903 209903

C3) My policy has incorrect personal details, can these be changed?

Yes please call us on 01903 209903

C4) What happens if I change my vehicle?

Any change of vehicle must be notified immediately as we will only assist vehicles registered on our database. Providing the vehicle has no major modifications and is in the same age band as the existing vehicle on cover, there will be no change in premium. Please call: 01903 209903 .

C5) What happens if I am unable to print my insurance documents?

If you are having trouble downloading or printing your documentation, please contact us on 01903 209903 and we will be able to print out and post your validation certificate, policy, policy summary and terms of business documents to you.

C6) How can I lodge a complaint?

Complaints Procedure:

Any enquiry or complaint you have regarding your policy should be addressed to the policy administrator:

Customer Services, Call Assist Limited, Axis Court, North Station Road, Colchester, Essex CO1 1UX.

Please include the details of your policy and in particular your policy number, to help your enquiry to be dealt with speedily. We promise to:

  • acknowledge your complaint within five working days of receiving it;
  • have your complaint reviewed by a senior member of staff;
  • tell you the name of the person managing your complaint when we send our acknowledgement letter; and
  • respond to your complaint within 20 working days. If this is not possible for any reason, we will write to you to let you know when we will contact you again.
  • If You remain dissatisfied, short of court action, You: have the right to ask The Financial Ombudsman Service to review your case provided the policy is not of commercial nature. The right to apply to the Ombudsman must be exercised within six months of the date of the Companyís final decision. He can be contacted at the following address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR Telephone: 0845 080 1800.