Car Breakdown Assistance (Blue)
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In the event of a breakdown About your policy Change of vehicle Definitions Exclusions General conditions Our promise Complaints procedure Call recording Optional upgrades |
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What To Do If You Breakdown
If your vehicle should breakdown please call our 24 hour Control Room on 01206 714 303 .
Our Rescue Controller will assist you professionally, sympathetically and deal with your request quickly.
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).
We will take your particulars and ask you to remain by the telephone you are calling from. Once arrangements have been made we will telephone to advise who will be coming out to you and how long they are expected to take. You will then be asked to return to your vehicle.
Please remember to guard your safety at all times but remain with or nearby your vehicle until our Recovery Operator arrives. Once our Operator arrives please be guided by his/her safety advice.
If the police are present please advise them that you have contacted us or give them our freephone number to call on your behalf.
About Your Policy
The vehicle is covered for any driver and will be covered as long as it is outside a one-mile radius from your home at the time of the breakdown.
- The main faults of a vehicle which won't start are
usually a flat battery, damp wiring or faulty
components. Such faults will normally be fixed
on the spot but if the vehicle should need major repairs,
it will be taken to a local garage.
- 75% of all breakdowns can normally be repaired
roadside. In the unlikely event that roadside or
local garage repairs cannot take place we will
arrange for you and up to 5 passengers to be
transported to your home or original destination.
- If your vehicle breaks down late in the evening and
it cannot be repaired until the morning we will
provide overnight hotel accommodation up to a
total of £25.00 per person.*
- Alternatively we will pay £50.00 (maximum) towards the cost of vehicle or vehicle hire or public transport costs if you are on a journey away from home.*
* This service will be offered on a pay/claim basis, which means that you pay initially and we will send you a claim form for reimbursement, which will be dealt with at our Control Centre within a short period of time. Before arranging these services authorisation must be obtained from our Rescue Controller. We will only reimburse claims when we are in receipt of a valid invoice/receipt.
- We will be happy to pass up to two telephone
messages free of charge.
- If the vehicle breaks down towing a caravan/trailer,
providing it does not exceed 7.0104 metres (23 feet)
in length, both will be recovered at no extra cost.
- If your vehicle sustains a puncture we will transport
you to the nearest garage.
- If you are unfortunate enough to lose your keys we will pay the call out and mileage back to our Recovery Operators base. All other costs incurred will be at your expense.
Please Note - any repairs undertaken by our recovery operators at their premises are provided under separate contract, which is between you and the garage.
Change of Vehicle
Our policy covers the vehicle registered on our computer data, therefore any change must be notified immediately either by telephone, fax or in writing.
Please include the policy number, new registration, make, model and colour of your vehicle and the date you wish us to make the change.
If you do not notify us of the new vehicle details, we may not be able to supply you with the service.
Definitions
| US, WE, OUR | means Call Assist |
| YOU,YOUR | the person named as 'the insured' in the schedule |
| VEHICLE | means the car registered with Call Assist |
| BREAKDOWN | means an electrical or mechanical failure, which immediately renders the vehicle immobilised |
| TERRITORIAL LIMITS | means Great Britain, Northern Ireland, Scotland and Wales. |
Exclusions
This insurance does not cover the following:-
- Any caravan/trailer where the total length exceeds
7.0104 metres (23 feet) and where it is not attached
to the vehicle with a standard towing hitch.
- Vehicles not registered with us.
- Vehicles over 15 years old
- The cost of any parts, components or materials used
to repair the vehicle.
- Any costs or expenses not authorised by our Recovery
Controllers.
- The cost of food, drinks, telephone calls or other
incidentals.
- The cost of alternative transport other than to your
destination and a return trip to collect your repaired
vehicle.
- The cost of petrol, oil or insurance for a hire
vehicle.
- The recovery of the vehicle if repairs can be carried
out at or near the scene of the breakdown within
a reasonable time. If recovery takes effect we
will only recover to one address in respect of
any one breakdown.
- Overnight accommodation or vehicle hire charges if
repairs can be carried out at or near the scene of
the breakdown within a reasonable time.
- Breakdowns caused by failure to maintain the vehicle
in a roadworthy condition including maintenance
of proper levels of oil and water. If, in the
opinion of our Recovery Operator, the vehicle is found
to be unroadworthy due to lack of maintenance, unless
servicing records can be provided, we may terminate
your policy immediately, notifying you, by letter,
what action we have taken.
- Running out of petrol.
- Any request for service if the vehicle cannot be reached
due to snow, mud, sand or flood where the vehicle is not
accessible.
- Any request for service if the vehicle is being used for
racing, rallies, public hire, private hire, courier
services or any contest or speed trial or practice
for any of these activities.
- Overloading of the vehicle or carrying more
passengers than it is designed to carry.
- Claims not notified prior to expenses being
incurred.
- The charges of any other company (including police
recovery) other than our Recovery Operator or of
hire or accommodation charges except for those
authorised by us.
- Loss or damage to the vehicle or its contents.
- Direct or indirect loss, damage or liability
caused by, contributed to or arising from:-
- Ionising radiation or contamination by
radioactivity from an irradiated nuclear fuel
or from any nuclear waste from the combustion
of nuclear fuel.
- The radioactive, toxic, explosive or other
hazardous properties of any nuclear assembly
or nuclear component thereof.
- Any results of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, military or usurped power.
- Ionising radiation or contamination by
radioactivity from an irradiated nuclear fuel
or from any nuclear waste from the combustion
of nuclear fuel.
- Any false or fraudulent claims.
- Failure to comply with our requests or those of
our Recovery Operators concerning the assistance
being provided.
- Fines and penalties imposed by courts.
- Any charges where the insured, having contacted us,
effect recovery or repairs by other means.
- Ferry and Toll charges outside of Mainland UK.
- Any claims relating to the following:-
- Vehicles in excess of 3.5 tonnes.
- Vehicles more than 5.1816 metres (17 feet) long,
1.9050 metres (6 feet 3 inches) wide and 2.4384
metres (8 feet) high.
- Non standard, customised or modified vehicles unless
declared and agreed with us prior to taking the
insurance.
- Vehicles in excess of 3.5 tonnes.
- Any service or insurance cover where remedial
action has not taken place following a previous
breakdown.
- More than six callouts per policy per year.
- Claims totaling more than £15,000 in any one year.
General Conditions
- We will provide cover if
- You have met all the terms and conditions
of this insurance.
- The information provided to us, as far as you are aware, is correct.
- You have met all the terms and conditions
of this insurance.
- The policy is not transferable.
- The driver of the vehicle must remain with or nearby
the vehicle until help arrives.
- We may cancel the policy by sending 7 days notice
to your last registered address.
- We will allow a Cooling Off period of 14 days from
the time you receive this information. If you do
not want to continue with the insurance, providing
you have not made a claim, you may cancel your
cover within this period and receive a full refund.
You may also cancel the policy after the Cooling Off
period, in writing, returning your document of
Insurance. If you have not made a claim in the
current period of the insurance, we will refund
your premium on a pro rata basis.
- Should you wish to contact us, please send your
correspondence to:-
Call Assist Limited, Axis Court, North Station Road, Colchester, CO1 1UX
Our Promise to You
We aim to provide a high standard of service. Please telephone us if you feel we have not achieved this and we will do our best to rectify the problem immediately.
Complaints Procedure
Any enquiry or complaint you have regarding your
policy should be addressed in the first instance to:
Call Assist Limited
Axis Court
North Station Road
Colchester, CO1 1UX
who arranged the policy for you. If you are still not
satisfied, please write to:
The Customer Service Manager
Groupama Insurance Company Limited
Groupama House, 60 Spring Gardens
Manchester, M60 1HU.
Please have ready the details of your policy and in particular your policy number, to help your enquiry to be dealt with speedily.
If you still feel the matter has not been resolved to
your satisfaction, write to
The Chairman and Chief Executive
Groupama Insurance Company Limited
2 Minster Court, Mincing Lane
London, EC3R 7FB.
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 Company's 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.
- Can approach the Association of British Insurers
for assistance. The address and telephone number
of the London Headquarters of the Association are
as follows:
51 Gresham Street,
London
EC2V 7HQ
Telephone: (020) 7600 3333
The Association can also be contacted at one of its regional offices for which the address and telephone numbers can be found in local telephone directories.
If you write to or ring the London Headquarters, please direct your complaint to the Consumer Information Department.
Call Recording
To help us provide a superior service your telephone calls may be recorded for training purposes.
Optional Upgrades
Your policy excludes Home Assist and European cover. If required, please contact your normal office to upgrade your cover.
Call Assist
Call Assist Limited and Groupama Insurance Company Limited are members of the General Insurance Standards Council.