UK MOTOR BREAKDOWN

Q: What happens if I break down or have an accident?

A: If you break down or have an accident more than one mile from home, we will arrange for an approved mechanic to attend to your car without delay. If your car cannot be repaired quickly and safely at the roadside, the contractor will take your car to the nearest suitable repairer within 10 miles. We will pay for the cost of the call -out, and up to an hour’s roadside labour, plus towing charges. If you have paid for National Recovery we can recover you and your vehicle to your home address or your preferred repairer. 

Q: Is my vehicle eligible?

A: Any vehicle must be 15 years old or less when cover starts. The following vehicles are eligible:

• Cars


• Motorised caravans


• Light vans


• Estate cars


• Caravans and trailers of proprietary make (i.e. not home built)


• 4x4 sport utility vehicles All vehicles must not exceed a gross vehicle weight of 3,500kg, a length of 7m, a height of 3m and a width of 2.25m (including any load carried). 

Q: My car is 14 years old - will you cancel cover when it reaches 15 years?

A: If we have covered a vehicle under the age limit we will continue cover once it passes 15 years, provided that it has not given rise to excessive claims in recent years. 

Q: What happens if my car cannot be repaired on the same day?

A: If you have chosen National Recovery and repairs to your car cannot be carried out the same day, we will pay for your car and passengers to be transported to your local repairer, your home or intended destination. 

Q: What happens if I need help at home or within one mile from home?

A: If you have taken our Doorstep Cover upgrade then we will arrange for an approved mechanic to attend to your car without delay. If your car cannot be repaired at the roadside, the contractor will take your car to the nearest and most suitable repairer. 

Q: Are there any circumstances that are not covered?

A: Yes, there are some situations that are not covered. These include:

• Vehicles temporarily immobilised by floods or snow where our repairer cannot reach you or vehicles embedded in mud or sand, or requirees specialist equipment to recover your vehicle


• Incidents resulting from motor racing, rallies, speed or duration trials.


• Incidents resulting from a previous inadequate repair or poor maintenance


• Vehicles being used for hire or reward.


• Not carrying a servicable spare tyre unless your vehicle is not designed to carry one


• Vehicles not normally kept at the principal insured’s address. Please see the policy wording for a complete list of policy exclusions. 

Q: Is there a maximum number of call outs that can be made in one year?

A: If your vehicle suffers repeated breakdowns this will show us you are not maintaining it as required by the policy. There is a limit of 3 claims per year under this cover. 

Q: Can we cover vehicles not registered in the UK?

A: No 

Q: If I do break down, how long should I expect to wait before I am attended by a mechanic?

A: Our average response time is 40 minutes.

EUROPEAN MOTOR BREAKDOWN

Q: What happens if I break down or have an accident overseas?

A: We will arrange for an approved mechanic from our European network to provide roadside assistance and recovery. We will cover the cost of any call-out and towing charges plus up to £100 for emergency labour at the roadside to get you mobile again.

Q: Is my vehicle eligible for cover?

A: Any vehicle covered must be less than 16 years old. The following vehicles are eligible:

• Cars


• Motorised Caravans


• Light Vans


• Estate Cars


• 4x4 Sports utility vehicles


• Caravans and trailers or proprietary make (extra premium payable)

Vehicles must not exceed a gross vehicle weight of 3,500kg, a length of 7m a height of 3m and a width of 2.25m (including any load carried) and must not carry more than 8 persons.

Q: What if the car is going to take a long time to be repaired?

A: If you cannot continue your trip within 24 hours, we will pay for accommodation whilst you wait, or for a replacement hire car whilst your vehicle is being repaired if you decide to continue your journey.

Q: What if the car is stolen or cannot be repaired abroad?

A: If your car cannot be repaired or is stolen and cannot be recovered before the end of the trip we will arrange for you and your passengers and all baggage to be transported home.

Where the cost is less than the UK market value of your vehicle, we will also arrange for it to be transported to your home address.

Q: What if my vehicle isn’t registered in the UK?

A: We can offer cover if your vehicle is a new personal import you are bringing back to the UK. You must be accompanying the car when it arrives at the UK Customs post.

Q: Would I be covered if I broke down in the UK, enroute to the port?

A: Full cover applies once you have begun your journey (and on the way back home)

Q: What happens if I become ill or have an accident during the trip?

A: Provided you have bought our Personal Travel Insurance, our UK medical assistance telephone line is open 24 hours a day, 365 days a year, and whilst you are abroad you can seek advice from our team of doctors and nurses about any health concerns you may have.

If you need to see a doctor or be hospitalised, we will cover your emergency medical treatment, and your dental treatment when required to relieve pain. We will also monitor your condition, discuss your treatment with your overseas treating doctor and constantly update you and your family. If the local facilities are not medically suitable we can arrange for your transfer to the nearest equipped hospital.

Once you are fit enough to travel, we can organise for your repatriation to the UK and provide a nurse or doctor escort if required. If your doctor recommends that someone should stay with you or fly from the UK to be with you, we will arrange and pay for additional travelling and accommodation costs.

If you need to see a doctor or be hospitalised, we will cover your emergency medical treatment, and your dental treatment when required to relieve pain. We will also monitor your condition, discuss your treatment with your overseas treating doctor and constantly update you and your family

Once you are fit enough to travel, we can organise for your repatriation to the UK and provide a nurse or doctor escort if required.

TRAVELLER

Q: Who is eligible?

A: Anyone under the age of 80 who is a resident of Great Britain, the Isle of Man, Northern Ireland or the Channel Islands and who, at the time of applying for cover and at the commencement of each trip is in a good state of health and fit to undertake the trip.

Q: What help can I get before I leave?

A: We can give you advice on passport and currency regulations, the climate, vaccinations, World Health Organisation warnings or political stability in the area you intend to visit.

Q: Can you help if I have to cancel my trip before I leave?

A: If you have to cancel your trip for reasons beyond your control, you can get compensation for the costs you have already incurred. Please check the limits applying in the table of benefits and the cover described in the policy wording.

Q: What happens if I become ill or have an accident during the trip?

A: Our UK medical assistance telephone line is open 24 hours a day, 365 days a year, and whilst you are abroad you can seek advice from our team of doctors and nurses about any health concerns you may have.

If you need to see a doctor or be hospitalised, we will cover your emergency medical treatment, and your dental treatment when required to relieve pain. We will also monitor your condition, discuss your treatment with your overseas treating doctor and constantly update you and your family. If the local facilities are not medically suitable we can arrange for your transfer to the nearest equipped hospital.

Once you are fit enough to travel, we can organise for your repatriation to the UK and provide a nurse or doctor escort if required. If your doctor recommends that someone should stay with you or fly from the UK to be with you, we will arrange and pay for additional travelling and accommodation costs.

Q: What if I lose my luggage or money, or if I am robbed overseas?

A: We can help with the administrative formalities abroad and we can arrange to transfer cash to you locally. You will also get compensation for the items you lost.

Q: Can I take out a policy after I have left the UK?

A: No

Q: Can you cover one-way trips?

A: Not on inbound trips. For outbound trips, cover will cease on the date you first reach your new home abroad or the date the policy expires, whichever is the sooner.

Q: Am I covered for winter sports?

A: Winter Sports cover is available as an optional extra for both our single and annual trip policies. For annual policies, the cover entitles you to up to 17 consecutive days winter sports cover in any one policy year. Please note: Wintersports cover is not available for anyone over the age of 64 years.

Q: Do I need winter sports cover if I am planning to use a snow mobile?

A: No, you don’t if it is being used as a means of transport within the resort or for an excursion (as long as you are not undertaking any other winter sports activity). This also applies to skidoos, dog sleds, reindeer sleighs.

Q: Do I need winter sports cover for cross country skiing?

A: Yes. If you are in any doubt as to whether a planned activity is covered by your policy, particularly if it is hazardous, we recommend that you speak to our Customer Services before you travel. Please note if you are planning to take part in competitions or racing then cover is not provided.

HOME ASSIST

Q: Isn’t the Home Assist cover similar to my Household Insurance?

A: No. Home Assist is a comprehensive extension of the cover offered by your household insurance. While your household insurance will usually cover damage to carpets, furniture etc caused by a plumbing or drainage emergency, it almost certainly won’t cover the cost of emergency repairs or finding a reliable tradesman.

Q: What is not covered by Home Assist?

A: Home Assist cover varies depending on the level of cover. However in general the following are not covered:

• Any home emergency within the first 28 days of the first period of the insurance


• Routine plumbing maintenance work such as replacing tap washers or preventing dripping overflows or gradual seepage from pipe joints and seals


• Leakages from flexible water hoses or from domestic appliances


• Making good, repair or replacement of the fabric or decoration of the home, or replacing carpets or furnishings. You should contact your Household insurer


• Domestic outbuildings and commercial properties; car locks

For full details of cover and specific exclusions relating to each level of cover are included in the Policy Wording.

Q: Who is eligible for cover?

A: Any domestic householder, but not commercial premises. Council tenants will not need this service and private tenants should check with their landlord before applying. Mobile homes are not eligible.

Q: When can I make a claim?

A: Your cover commences on the day we process your acceptance form and lasts a year. However, to prevent fraudulent claims on pre-existing problems (therefore keeping premiums low), you cannot make a claim in the first 28 days of cover. Of course, this waiting period will not apply in your second and subsequent years of cover.

Q: Will your tradesmen come out at any time?

A: Yes. That’s the benefit of our 24 hour, 365 day Emergency Helpline. Whenever you have a domestic emergency – at night, during the weekend or on a Bank Holiday – we’ll be there to help.

Q: Is my cover transferable if I move?

A: Yes, Just let us know your new address and we’ll transfer the cover.