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.

1. Your return telephone number with area code.
2. Your vehicle registration.
3. 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.

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.

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.

This insurance does not cover the following:-

1. 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.
   
   
2. Vehicles not registered with us.
   
   
3. Vehicles over 15 years old
   
   
4. The cost of any parts, components or materials used to repair the vehicle.
   
   
5. Any costs or expenses not authorised by our Recovery Controllers.
   
   
6. The cost of food, drinks, telephone calls or other incidentals.
   
   
7. The cost of alternative transport other than to your destination and a return trip to collect your repaired vehicle.
   
   
8. The cost of petrol, oil or insurance for a hire vehicle.
   
   
9. 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.
   
   
10. Overnight accommodation or vehicle hire charges if repairs can be carried out at or near the scene of the breakdown within a reasonable time.
    
    
11. 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.
    
    
12. Running out of petrol.
    
    
13. Any request for service if the vehicle cannot be reached due to snow, mud, sand or flood where the vehicle is not accessible.
    
    
14. 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.
    
    
15. Overloading of the vehicle or carrying more passengers than it is designed to carry.
    
    
16. Claims not notified prior to expenses being incurred.
    
    
17. 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.
    
    
18. Loss or damage to the vehicle or its contents.
    
    
19. Direct or indirect loss, damage or liability caused by, contributed to or arising from:-
    
    
    1. Ionising radiation or contamination by radioactivity from an irradiated nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.
       
       
    2. The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component thereof.
       
       
    3. Any results of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, military or usurped power.
    
    
20. Any false or fraudulent claims.
    
    
21. Failure to comply with our requests or those of our Recovery Operators concerning the assistance being provided.
    
    
22. Fines and penalties imposed by courts.
    
    
23. Any charges where the insured, having contacted us, effect recovery or repairs by other means.
    
    
24. Ferry and Toll charges outside of Mainland UK.
    
    
25. Any claims relating to the following:-
    
    
    1. Vehicles in excess of 3.5 tonnes.
       
       
    2. Vehicles more than 5.1816 metres (17 feet) long, 1.9050 metres (6 feet 3 inches) wide and 2.4384 metres (8 feet) high.
       
       
    3. Non standard, customised or modified vehicles unless declared and agreed with us prior to taking the insurance.
       
       
26. Any service or insurance cover where remedial action has not taken place following a previous breakdown.
    
    
27. More than six callouts per policy per year.
    
    
28. Claims totaling more than £15,000 in any one year.

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.

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:

1. 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.
   
   
   
2. 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.

To help us provide a superior service your telephone calls may be recorded for training purposes.

Your policy excludes Home Assist and European cover. If required, please contact your normal office to upgrade your cover.

Call Assist Limited and Groupama Insurance Company Limited are members of the General Insurance Standards Council.