Broken down in the UK? Call us on 0330 113 2433 (Option 1) – Lines open 24/7
Had an accident? Call us on 0330 113 2433 (Option 2) – Lines open 24/7
Need a quote? Call us on 0330 113 2433 (Option 3) – Lines open Monday to Friday 09:00 to 17:00
For changes to your policy and all other queries email us at:
[email protected]
or call us on
0330 113 2433
(Option 4) – Lines open Monday to Friday 09:00 to 17:00
Certain information is required when calling for assistance;
Once the arrangements have been made with a recovery operator, we will contact you with updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls or receive SMS messages at any time. Please avoid using your phone for unnecessary calls etc, which may make it difficult for us to get through.
You will be asked to remain with or nearby your vehicle until the recovery operator arrives. Once the recovery operator arrives at the scene please be guided by their safety advice. If you have 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 advise the emergency services of our telephone number. Each 100m marker has the direction of the nearest telephone.
Our Membership contains specific wording with definitions which we have set out to ensure these are clear and which form part of contract between you and us.
Means the individual(s) named and identified on the Membership Details.
Means Motoring Assistance Limited (Company Number: 10467192) trading as: “Motoring Assistance and/or www.motoringassistance.com”
Means either your vehicle or the vehicle you were driving was in a road traffic collision and subject to an unexpected incident.
An accident where you are considered to be at blame for the collision. Where you are to blame the insurers cannot recover costs from someone else.
An accident where you are considered not to be at blame for the collision. Where you are not at blame your insurer can recover the cost of the claim from someone else.
Means either your vehicle or the vehicle you were driving has experienced a non pre-existing mechanical or electrical fault which is preventing the vehicle from being driven safely on the public Highway. For the purpose of this definition we include damage or faults with tyres excluding any deliberate damage or interference including: Flood, Fire, Theft, Deliberate Damage or Vandalism.
Any mechanism which cools the vehicle or controls the temperature is not therefore considered a breakdown under our terms and conditions except in the circumstance the mechanism prevents the vehicle from being driven safely. You may be required to make subsequent arrangements for the repair or recovery in this scenario.
Means either your vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the following specifications: Maximum Gross Weight: 3 tonnes, Maximum Length: 7.0 metres (including draw bar and coupling) and Maximum Width: 2.55 metres
Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.
Means a VAT registered garage with the facilities and capability to carry out a permanent repair to your vehicle.
Means the home address registered with us when setting up the cover. Any changes to your address must be made in writing to us at least 72 hours before requesting any breakdown or accident assistance from us.
This is the date at midnight on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.
A period of 72 hours at the start of a membership or after any change to your membership where you cannot use the service.
Your contract with us will not commence until 72 hours after your first payment. This may prevent you from accessing services from us until 72 hours has passed.
Means the reasonable cost determined by us to replace the vehicle taking in consideration the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.
Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.
Means the contract or electronic documentation with information about You or the individual named in it for the purpose of the membership and forms part of the terms under the terms and conditions. You should receive this by email within 24 hours of purchasing your membership, if you do not please contact us.
Means the terms and conditions set out within the document.
Means your Vehicle or Vehicle you are driving has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.
Means any membership with us where you pay by monthly instalments for breakdown membership.
Means any membership with us where you pay by yearly instalments for breakdown membership.
Means the Vehicle is not used for delivery, transportation service or service involving carriage of goods or being used for public or private hire on the public highway in association with a business or for commercial gain.
Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.
Means that the Vehicle is fully insured, has a road fund license, holds a current MOT certificate and has been properly maintained and serviced in line with the manufacturer’s guidelines. There also must be no known faults with the Vehicle.
Means any request for assistance, service or a benefit under any section of this Membership.
Means any repair work that is untaken by any of our Recovery Operators.
Means the duration of this Membership commencing from the Join Date as stipulated on Your Membership details.
Means England, Scotland, Wales, Northern Ireland and the Isle of Man.
Means any car, motorcycle or moped which complies with the following specifications and is used for Personal Use only. Maximum Gross Vehicle Weight: 3 tonnes, Maximum Length: 5.5 metres (18 feet) and Maximum Width: 2.3 metres (7.5 feet)
All Motoring Assistance memberships include cover for Roadside Assistance as set out in this Section 1.
If your vehicle has broken down within the territory limits of this membership and is more than 1/4 mile from your home as measured by the Us then we will provide a recovery operator to effect a temporary repair to your vehicle at the roadside, where possible. During the assistance we will relay any urgent messages that you have to a contact of your choice if you require. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Home Start as set out in this Section 2.
If your vehicle has broken down within the territory limits of this membership and is at your home address then we will provide any assistance that you are covered for as outlined in your membership document. During the assistance we will relay any urgent messages that you have to a contact of your choice if you require. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Local Recovery as set out in this Section 3.
If your vehicle has broken down within the territory limits of this membership and is more than 1/4 mile from your home then we will provide a recovery operator to effect a temporary repair to the vehicle; or if we are unable to repair the vehicle within a reasonable time we will tow the vehicle to a repair centre or destination of your choice within 10 miles. During the assistance we will relay any urgent messages that you have to a contact of your choice if you require. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Nationwide Recovery as set out in this Section 4.
If your vehicle has broken down within the territory limits of this membership and is more than 1/4 mile from your home then we will provide a recovery operator to repair the vehicle; or if we are unable to repair the vehicle within a reasonable time we will tow the vehicle to a repair centre or destination of your choice within the territory limits. During the assistance we will relay any urgent messages that you have to a contact of your choice if you require. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Personal Cover as set out in this Section 5.
If your vehicle has broken down within the territory limits of this membership and is more than 1/4 mile from your home as measured by the Us then we will provide any assistance that you are covered for as outlined in your membership document for any vehicle that you are driving. The vehicle must be under 15 years old, any older vehicles will not be eligible for any assistance under the Personal Cover Addon. You must have permission from the owner and be insured to drive the vehicle. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Accident Assistance as set out in this Section 6.
If your vehicle is involved in a road traffic accident we will recover your vehicle to a secure storage facility. We will then recover any charges directly from the at fault insurance company. If you choose not to use our accident management services then you will be liable for any recovery and storage charges which must be paid in full before the casualty vehicle is collected from our storage facility.
We will provide the following services as part of the accident management services where you are not at Fault;
We will provide the following services as part of the accident management services where you are at Fault;
General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Onward Travel as set out in this Section 7.
If you have broken down within the territory limits of your membership and we are unable to repair your vehicle we will reimburse your travel expenses which include replacement car hire, alternative transport costs or hotel accommodation for the driver and up to four additional passengers to any destination within the United Kingdom, up to a maximum of £100 for you and £50 for each additional passenger. All receipts must be kept and provided to Us before any expenses are reimbursed. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have cover for Mis-Fuel Assistance as set out in this Section 8.
If your vehicle suffers a breakdown as a result of mis-fuelling or contaminated fuel then we will arrange for a specialist technician to effect a repair at the roadside by draining the incorrect or contaminated fuel and refilling with 10 litres of the correct fuel. If we are unable to effect a repair at the roadside we will recover your vehicle to a garage to be repaired. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have opted for an Optional Excess as set out in this Section 9.
If you choose our optional excess when purchasing a membership or there is an excess included in your membership package, then the excess amount must be paid in full before any assistance is provided by us. The excess amount is outlined in your membership document and must be made every time you require assistance. General conditions and exclusions apply.
Please refer to your Motoring Assistance Membership Document which sets out whether you have opted for European Cover as set out in this Section 10.
If your vehicle has broken down within Western Europe (A full list of countries that are covered is listed below) then we will provide any assistance that you are covered for as outlined in your Membership Document excluding Personal Cover, Accident Assistance and Caravan & Trailer Cover. European Cover is limited to vehicles under 15 years old. Prior to travelling abroad, you must notify us by phone 0330 113 2433 (lines open between 09:00 and 17:00 Monday to Friday) or email [email protected] at least 72 hours before you leave the United Kingdom. The maximum duration of cover is 28 days per year. General conditions and exclusions apply.
List of countries covered;
Please refer to your Motoring Assistance Membership Document which sets out whether you have opted for Caravan & Trailer Cover as set out in this Section 11.
If the caravan or trailer that you are towing experiences a mechanical issue within the territory limits of this membership and is more than 1/4 mile from your home as measured by the us then we will provide any assistance that you are covered for as outlined in your membership document. You must have permission from the owner and have the relevant qualifications to tow the caravan or trailer. The General conditions and exclusions apply.
If you chose a pay monthly membership the first payment will be collected at the time of purchase. The next payment will be collected one calendar month after the purchase membership start date then a reoccurring payment will be collected every month until cancelled by you. All pay monthly memberships are subject to a minimum term of 12 months, if you cancel your membership or fail to make payment within the first 12 months of any monthly membership then you must pay the outstanding amount for the remaining term of the first year. If a payment is unsuccessful then we will attempt to collect the payment again within a 14-day period, if we are unsuccessful in collecting the payment then your breakdown membership and coverage will end with immediate effect.
If you choose to pay yearly for the first year of your membership then a payment will be taken at the time of purchase. Yearly memberships will automatically renew after 12 months to a monthly membership and will continue until cancelled by you. We will let you know by email at least 14 days before your policy is due to renew. If a payment is unsuccessful, then your breakdown membership and coverage will end with immediate effect.
If you choose to pay by Direct Debit then we’ll use your Direct Debit details to take an initial payment around 6-10 days after purchase. The second direct debit will be taken approximately one month after the date you purchased the policy if you chose to pay month and one year after the initial payment if you chose to pay yearly. You can select a preferred payment date via our contact centre. In that case, the second direct debit will be taken on your preferred date either during the month of purchase or the following month – whichever comes first. Monthly payments will be repeated on the same date each month until your cover is cancelled. If you chose to pay yearly by Direct Debit your membership will automatically renew after the first 12 months to a monthly membership and continue until cancelled by you. We will let you know by email at least 14 days before your policy is due to renew. If a payment is unsuccessful, then your breakdown membership and coverage will end with immediate effect.
The fair use of our membership is determined by us and will be based on whether you have carried out adequate steps to maintain your vehicle properly in accordance with the manufacturers recommendations and have reduced the likelihood of a claim by carrying out due care. No single assistance claim or multiple assistance claims over the course of a twelve-month period can exceed the market value of the vehicle or £1000 inclusive of VAT, the cost of each assistance will be determined by us. If we determine that you have breached these Fair Use terms, then we reserve the right to refuse service to you and cancel your membership with us.
You have the right to cancel this cover within 14 days of purchasing the membership without giving any reasons and you will receive a full refund. In the event that a claim is made or attempted to be made within that 14-day period then a charge of £30 per vehicle will be made to reflect the administrative cost of arranging and cancelling the cover.
We reserve the right to withdraw and cancel your membership if you fail to pay premiums or instalments of premiums on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us. In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.
We reserve the right to cancel your membership at any time without prior notice, if no claims have been made during the term of this membership then you will be refunded in full.
We reserve the right to refuse service if we suspect any type of fraudulent activity.
Motoring Assistance shall not be bound to accept renewal of any membership and may cancel any membership at any time without prior notice where there is a valid reason for doing so. A cancellation email will be sent to you at your email address. Valid reasons may include but are not limited to:
Motoring Assistance Limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with www.motoringassistance.com terms.
When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information by email or text from us about other services or products (as applicable) from us. You can normally do this by ticking specific boxes on an application form or contract. You may change your mind at any time by emailing us at the address below.
Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998, for example, information about your name and email.
Any information that you provide to Motoring Assistance Limited is managed by Motoring Assistance Limited, which is registered as a data controller with the Information Commissioners Office in England under notification number: ZA462447. If you have any queries about the information, we hold about you, please contact us at [email protected] or write to us at Motoring Assistance Limited, 27 Quay Street, Manchester, United Kingdom, M3 3GY
For further information about how Motoring Assistance Limited use your data please go to our Privacy Policy.
We are committed to providing an exceptional level of service and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it so that we can try to put the matter right. If you wish to register a complaint, please contact us:
Telephone: 0330 113 2433
Email: [email protected]
In Writing: 27 Quay Street, Manchester, United Kingdom, M3 3GY
To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, a summary of which is outlined below.
Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Broken down in the UK? Call us on 0330 113 2433 (Option 1) – Lines open 24/7
Had an accident? Call us on 0330 113 2433 (Option 2) – Lines open 24/7
Need a quote? Call us on 0330 113 2433 (Option 3) – Lines open Monday to Friday 09:00 to 17:00
For changes to your policy and all other queries email us at: [email protected] or call us on 0330 113 2433 (Option 4) – Lines open Monday to Friday 09:00 to 17:00
If you are hard of hearing, you can email us on: [email protected] or you can write to us at: Motoring Assistance Limited, 27 Quay Street, Manchester, United Kingdom, M3 3GY