0330 113 2433

Terms and Conditions

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU – means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US – means Motoring Assistance Limited (Company Number 10467192) trading as: “Motoring Assistance and/or www.motoringassistance.com”, Write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN 

OR IN THE EVENT OF AN ACCIDENT

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  1. Your full name, date of birth and membership number
  2. Your vehicle’s make, model and registration number
  3. The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  4. Any information you have on the fault
  5. The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you 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.  

Please note

  1. If you are not with the vehicle when our recovery agent arrives, the vehicle isn’t in an accessible location or no fault is found with the vehicle upon inspection by a recovery agent then you will be charged a cancellation fee of £95. 
  2. If you cancel the recovery after initially logging your need for assistance a cancellation fee will be charged of £95.
  3. In the event of our agent not being able to gain lawful access to the vehicle due to the vehicles location being on private land a cancellation fee of £95 will be charged.
  4. Where possible our recovery agent will carry out a temporary repair, we insist that the vehicle is taken to a garage immediately for permanent repairs to carried out. We may request evidence of permanent repairs. 
  5. Amendments to membership information will incur an administration charge of £5, a limit of 3 changes during the term are permitted. Temporary changes are not permitted and could cause cancellation of the membership.
  6. Any changes to the membership will incur a 72 hour inception period, if you request recovery in the inception period the membership may be cancelled.
  7. If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

CONDITIONS OF ACCIDENT ASSISTANCE

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

Accidents where you are at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Hire and repair

Accidents where you are not at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Solicitors
  5. Hire and repair

CONDITIONS OF MEMBERSSHIP

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

  1. The vehicle must be kept to a roadworthy standard and maintained to a roadworthy condition.
  2. A maximum of 6 recovery requests during the term of membership.
  3. We do not accept liability for any pets, animals or livestock within the vehicle, trailer, horse box, caravan or anything towed by the vehicle we are attending.
  4. We may request you to provide evidence of the vehicles MOT (where possible), receipts or invoices for any work that has been undertaken due to a breakdown or recent maintenance history.
  5. We will not attend a recovery request if we feel the vehicle has a pre existing issue, we may request information outlined in point 4. 
  6. Any issue in our opinion related to a previous recovery request, an unsuccessful do it yourself attempt, an inadequate repair will be attended on a paid basis only.
  7. The membership holder or driver of the vehicle can not use the recovery operators work carried out at the scene as an excuse not repair the vehicle to a suitable permanent fix. 
  8. If you mislead an employee with false information to obtain assistance you will be charged retrospectively for the attendance. 
  9. We reserve the right to refuse, and/or cancel your membership if anyone behaves inappropriately towards an employee or representative of ours. Such as but not limited to false accusations, abusive manner, threatening behaviour either physically or verbally. 

DEFINITIONS

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.

Accidents

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Fault

An accident where you are considered to be to blame. Where you are to blame the insurers cant recover costs from someone else.

Non-Fault

An accident where you are considered not to be to blame. Where you are not at blame your insurer can recover the cost of the claim from someone else.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery 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 save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

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.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the 

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

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 assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

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.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

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.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

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.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

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.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Join Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal 

Use only. Max Weight (gross): 3 tonnes, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet)

YOUR MEMBERSHIP

These terms and conditions apply to you the member and the vehicle outlined in the membership document. 

The maximum payable for any assistance request from any one breakdown, including reimbursement costs is £1500.00, or the current market value of the vehicle.

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom, and the location is further than one mile from your home address we will;

  1. Attend the location of the vehicle and where possible carry out a Temporary Repair.
  2. Recover your Vehicle to a suitable place of repair, your home address or journey destination, however it must be within 20-mile one way road miles of the Breakdown location. The place of repair must be chosen by You however we may assist with providing potential places.

Before one of the above services are carried out our experienced team will consider, the time of day, type of repair required, number of passengers, your location and/or anything that is discussed with our team.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  1. You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.
  1. If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.
  1. Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within 20 one way road miles of the site of the Breakdown location. This is where Our assistance will end.

ADD-ONS

These benefits will only be included if the add-on has been purchased along with the saver membership.

Nationwide Recovery

This add-on removes the 20 miles radius limitation for recovery meaning we will recover your Vehicle to a suitable place of repair, your home address or journey destination anywhere within the United Kingdom.

Home Start

This add-on means that we will provide assistance if your vehicle has broken down at your home address.

Onward Travel

Means we will reimburse the travel expenses for the driver and up to 4 additional passengers to any destination within the United Kingdom, up to a maximum of £100 per person. All receipts must be kept and provided to Us before any expenses are reimbursed.

Unlimited Callouts

This removes the 3 callouts per annum restriction. If excess is outlined in the membership document the excess will still be chargeable for each claim.

Lost Key Assistance

This add-on means we will still provide assistance when you have lost or damaged your keys. We will not cover the cost of any replacement keys or parts for your vehicle.

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  1. Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.
  1. The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.
  1. Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.
  1. Any claim for broken glass or mirrors.
  1. Each membership is limited to a maximum of 3 assistance requests per annum.
  1. Any claim resulting from the vehicle’s lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.
  1. Any claim as a result of mis-fuelling or running out of fuel.
  1. Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.
  1. Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.
  1. Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.
  1. Assistance of any vehicle which is already at a garage or other place of repair.
  1. Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.
  1. Recovery of any vehicle which is already at a garage, other place of repair or home address.
  1. Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.
  1. Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle’s removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.
  1. Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.
  1. If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.
  1. Any request for assistance for a fault which we a previously provided assistance for, unless suitable proof of repair has been sent to us from a reputable VAT registered garage
  1. Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.
  1. Any breakdown as a result accident.
  1. The costs of food, drink and telephone calls for you and any passengers.
  1. All horseboxes and vehicles carrying or towing a trailer carrying any livestock.
  1. Any vehicle which is not taxed, does not hold a current MOT or is uninsured.
  1. All motorhomes, or vehicles that have been modified to be a motorhome. 
  1. Any vehicle that has been modified to be heavier than it’s manufactured vehicle specifications.
  1. The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.
  1. Any vehicle or trailer that is not in a roadworthy condition.
  1. Any liability for financial loss to you at any point prior, during and post the service being carried out.
  1. All vehicles over 20 years old.
  1. Any vehicle that is being used, or has been modified for use, in motor racing, rallies, speed or endurance events, or for anything other than non-commercial use.
  1. Any specialist repairs as a result of a modification.
  1. Any charges incurred by you where providing this service is deemed unlawful.
  1. The cost of specialist equipment used In carrying out assistance.
  1. We are not chargeable, or liable, as the result of a breakdown for any financial loss you may incur, such as, but not limited to, loss of earnings, missed transport arrangements, or appointments.
  1. We will not attend the vehicle if it’s at a racetrack, if we attend through false information then the customer will be charged retrospectively. 

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery of the vehicle with travel for the driver and four additional passengers only is covered under this membership.

COMPLAINTS

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 do 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: Kemp House, 152-160 City Road, London, England, EC1V 2NX

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.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.
  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.
  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.
  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

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. 

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

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 letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim. 

YOUR INFORMATION

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.

[email protected]

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 Ltd, 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, Kemp House, 152-160 City Road, London, England, EC1V 2NX

For further information about how Motoring Assistance ltd use your data please go to our PRIVACY POLICY.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433(Option 1)

Had an accident? Call us on: 0330 113 2433(Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU – means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US – means Motoring Assistance Limited (Company Number 10467192) trading as: “Motoring Assistance and/or www.motoringassistance.com”, Write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN 

OR IN THE EVENT OF AN ACCIDENT

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  1. Your full name, date of birth and membership number
  2. Your vehicle’s make, model and registration number
  3. The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  4. Any information you have on the fault
  5. The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you 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.  

Please note

  1. If you are not with the vehicle when our recovery agent arrives, the vehicle isn’t in an accessible location or no fault is found with the vehicle upon inspection by a recovery agent then you will be charged a cancellation fee of £95. 
  2. If you cancel the recovery after initially logging your need for assistance a cancellation fee will be charged of £95.
  3. In the event of our agent not being able to gain lawful access to the vehicle due to the vehicles location being on private land a cancellation fee of £95 will be charged.
  4. Where possible our recovery agent will carry out a temporary repair, we insist that the vehicle is taken to a garage immediately for permanent repairs to carried out. We may request evidence of permanent repairs. 
  5. Amendments to membership information will incur an administration charge of £5, a limit of 3 changes during the term are permitted. Temporary changes are not permitted and could cause cancellation of the membership.
  6. Any changes to the membership will incur a 72 hour inception period, if you request recovery in the inception period the membership may be cancelled.
  7. If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

CONDITIONS OF ACCIDENT ASSISTANCE

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

Accidents where you are at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Hire and repair

Accidents where you are not at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Solicitors
  5. Hire and repair

CONDITIONS OF MEMBERSSHIP

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

  1. The vehicle must be kept to a roadworthy standard and maintained to a roadworthy condition.
  2. A maximum of 6 recovery requests during the term of membership.
  3. We do not accept liability for any pets, animals or livestock within the vehicle, trailer, horse box, caravan or anything towed by the vehicle we are attending.
  4. We may request you to provide evidence of the vehicles MOT (where possible), receipts or invoices for any work that has been undertaken due to a breakdown or recent maintenance history.
  5. We will not attend a recovery request if we feel the vehicle has a pre existing issue, we may request information outlined in point 4. 
  6. Any issue in our opinion related to a previous recovery request, an unsuccessful do it yourself attempt, an inadequate repair will be attended on a paid basis only.
  7. The membership holder or driver of the vehicle can not use the recovery operators work carried out at the scene as an excuse not repair the vehicle to a suitable permanent fix. 
  8. If you mislead an employee with false information to obtain assistance you will be charged retrospectively for the attendance. 
  9. We reserve the right to refuse, and/or cancel your membership if anyone behaves inappropriately towards an employee or representative of ours. Such as but not limited to false accusations, abusive manner, threatening behaviour either physically or verbally. 

DEFINITIONS

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.

Accidents

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Fault

An accident where you are considered to be to blame. Where you are to blame the insurers cant recover costs from someone else.

Non-Fault

An accident where you are considered not to be to blame. Where you are not at blame your insurer can recover the cost of the claim from someone else.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery 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 save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

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.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the 

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

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 assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

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.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

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.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

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.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

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.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Join Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal 

Use only. Max Weight (gross): 3 tonnes, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet)

YOUR MEMBERSHIP

These terms and conditions apply to you the member and the vehicle outlined in the membership document. 

The maximum payable for any assistance request from any one breakdown, including reimbursement costs is £1500.00, or the current market value of the vehicle.

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom, and the location is further than one mile from your home address we will;

  1. Attend the location of the vehicle and where possible carry out a Temporary Repair.
  2. Recover your Vehicle to a suitable place of repair, your home address or journey destination, however it must be within 20-mile one way road miles of the Breakdown location. The place of repair must be chosen by You however we may assist with providing potential places.

Before one of the above services are carried out our experienced team will consider, the time of day, type of repair required, number of passengers, your location and/or anything that is discussed with our team.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  1. You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.
  1. If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.
  1. Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within 20 one way road miles of the site of the Breakdown location. This is where Our assistance will end.

ADD-ONS

These benefits will only be included if the add-on has been purchased along with the saver membership.

Nationwide Recovery

This add-on removes the 20 miles radius limitation for recovery meaning we will recover your Vehicle to a suitable place of repair, your home address or journey destination anywhere within the United Kingdom.

Home Start

This add-on means that we will provide assistance if your vehicle has broken down at your home address.

Onward Travel

Means we will reimburse the travel expenses for the driver and up to 4 additional passengers to any destination within the United Kingdom, up to a maximum of £100 per person. All receipts must be kept and provided to Us before any expenses are reimbursed.

Unlimited Callouts

This removes the 3 callouts per annum restriction. If excess is outlined in the membership document the excess will still be chargeable for each claim.

Lost Key Assistance

This add-on means we will still provide assistance when you have lost or damaged your keys. We will not cover the cost of any replacement keys or parts for your vehicle.

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  1. Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.
  1. The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.
  1. Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.
  1. Any claim for broken glass or mirrors.
  1. Each membership is limited to a maximum of 3 assistance requests per annum.
  1. Any claim resulting from the vehicle’s lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.
  1. Any claim as a result of mis-fuelling or running out of fuel.
  1. Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.
  1. Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.
  1. Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.
  1. Assistance of any vehicle which is already at a garage or other place of repair.
  1. Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.
  1. Recovery of any vehicle which is already at a garage, other place of repair or home address.
  1. Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.
  1. Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle’s removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.
  1. Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.
  1. If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.
  1. Any request for assistance for a fault which we a previously provided assistance for, unless suitable proof of repair has been sent to us from a reputable VAT registered garage
  1. Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.
  1. Any breakdown as a result accident.
  1. The costs of food, drink and telephone calls for you and any passengers.
  1. All horseboxes and vehicles carrying or towing a trailer carrying any livestock.
  1. Any vehicle which is not taxed, does not hold a current MOT or is uninsured.
  1. All motorhomes, or vehicles that have been modified to be a motorhome. 
  1. Any vehicle that has been modified to be heavier than it’s manufactured vehicle specifications.
  1. The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.
  1. Any vehicle or trailer that is not in a roadworthy condition.
  1. Any liability for financial loss to you at any point prior, during and post the service being carried out.
  1. All vehicles over 20 years old.
  1. Any vehicle that is being used, or has been modified for use, in motor racing, rallies, speed or endurance events, or for anything other than non-commercial use.
  1. Any specialist repairs as a result of a modification.
  1. Any charges incurred by you where providing this service is deemed unlawful.
  1. The cost of specialist equipment used In carrying out assistance.
  1. We are not chargeable, or liable, as the result of a breakdown for any financial loss you may incur, such as, but not limited to, loss of earnings, missed transport arrangements, or appointments.
  1. We will not attend the vehicle if it’s at a racetrack, if we attend through false information then the customer will be charged retrospectively. 

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery of the vehicle with travel for the driver and four additional passengers only is covered under this membership.

COMPLAINTS

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 do 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: Kemp House, 152-160 City Road, London, England, EC1V 2NX

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.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.
  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.
  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.
  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

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. 

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

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 letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim. 

YOUR INFORMATION

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.

[email protected]

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 Ltd, 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, Kemp House, 152-160 City Road, London, England, EC1V 2NX

For further information about how Motoring Assistance ltd use your data please go to our PRIVACY POLICY.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433(Option 1)

Had an accident? Call us on: 0330 113 2433(Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU – means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US – means Motoring Assistance Limited (Company Number 10467192) trading as: “Motoring Assistance and/or www.motoringassistance.com”, Write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN 

OR IN THE EVENT OF AN ACCIDENT

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

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 Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  1. Your full name, date of birth and membership number
  2. Your vehicle’s make, model and registration number
  3. The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  4. Any information you have on the fault
  5. The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you 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.  

Please note

  1. If you are not with the vehicle when our recovery agent arrives, the vehicle isn’t in an accessible location or no fault is found with the vehicle upon inspection by a recovery agent then you will be charged a cancellation fee of £95. 
  2. If you cancel the recovery after initially logging your need for assistance a cancellation fee will be charged of £95.
  3. In the event of our agent not being able to gain lawful access to the vehicle due to the vehicles location being on private land a cancellation fee of £95 will be charged.
  4. Where possible our recovery agent will carry out a temporary repair, we insist that the vehicle is taken to a garage immediately for permanent repairs to carried out. We may request evidence of permanent repairs. 
  5. Amendments to membership information will incur an administration charge of £5, a limit of 3 changes during the term are permitted. Temporary changes are not permitted and could cause cancellation of the membership.
  6. Any changes to the membership will incur a 72 hour inception period, if you request recovery in the inception period the membership may be cancelled.
  7. If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

CONDITIONS OF ACCIDENT ASSISTANCE

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

Accidents where you are at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Hire and repair

Accidents where you are not at Fault

  1. Emergency back to base
  2. Storage charges 
  3. Recovery charges
  4. Solicitors
  5. Hire and repair

CONDITIONS OF MEMBERSSHIP

The following conditions apply to your membership. We may reject you assistance or cancel your membership if you or any driver refuses to comply with these conditions.

  1. The vehicle must be kept to a roadworthy standard and maintained to a roadworthy condition.
  2. A maximum of 6 recovery requests during the term of membership.
  3. We do not accept liability for any pets, animals or livestock within the vehicle, trailer, horse box, caravan or anything towed by the vehicle we are attending.
  4. We may request you to provide evidence of the vehicles MOT (where possible), receipts or invoices for any work that has been undertaken due to a breakdown or recent maintenance history.
  5. We will not attend a recovery request if we feel the vehicle has a pre existing issue, we may request information outlined in point 4. 
  6. Any issue in our opinion related to a previous recovery request, an unsuccessful do it yourself attempt, an inadequate repair will be attended on a paid basis only.
  7. The membership holder or driver of the vehicle can not use the recovery operators work carried out at the scene as an excuse not repair the vehicle to a suitable permanent fix. 
  8. If you mislead an employee with false information to obtain assistance you will be charged retrospectively for the attendance. 
  9. We reserve the right to refuse, and/or cancel your membership if anyone behaves inappropriately towards an employee or representative of ours. Such as but not limited to false accusations, abusive manner, threatening behaviour either physically or verbally. 

DEFINITIONS

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.

Accidents

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Fault

An accident where you are considered to be to blame. Where you are to blame the insurers cant recover costs from someone else.

Non-Fault

An accident where you are considered not to be to blame. Where you are not at blame your insurer can recover the cost of the claim from someone else.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery 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 save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

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.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the 

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

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 assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

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.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

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.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

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.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

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.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Join Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal 

Use only. Max Weight (gross): 3 tonnes, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet)

YOUR MEMBERSHIP

These terms and conditions apply to you the member and the vehicle outlined in the membership document. 

The maximum payable for any assistance request from any one breakdown, including reimbursement costs is £1500.00, or the current market value of the vehicle.

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom, and the location is further than one mile from your home address we will;

  1. Attend the location of the vehicle and where possible carry out a Temporary Repair.
  2. Recover your Vehicle to a suitable place of repair, your home address or journey destination, however it must be within 20-mile one way road miles of the Breakdown location. The place of repair must be chosen by You however we may assist with providing potential places.

Before one of the above services are carried out our experienced team will consider, the time of day, type of repair required, number of passengers, your location and/or anything that is discussed with our team.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  1. You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.
  1. If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.
  1. Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within 20 one way road miles of the site of the Breakdown location. This is where Our assistance will end.

ADD-ONS

These benefits will only be included if the add-on has been purchased along with the saver membership.

Nationwide Recovery

This add-on removes the 20 miles radius limitation for recovery meaning we will recover your Vehicle to a suitable place of repair, your home address or journey destination anywhere within the United Kingdom.

Home Start

This add-on means that we will provide assistance if your vehicle has broken down at your home address.

Onward Travel

Means we will reimburse the travel expenses for the driver and up to 4 additional passengers to any destination within the United Kingdom, up to a maximum of £100 per person. All receipts must be kept and provided to Us before any expenses are reimbursed.

Unlimited Callouts

This removes the 3 callouts per annum restriction. If excess is outlined in the membership document the excess will still be chargeable for each claim.

Lost Key Assistance

This add-on means we will still provide assistance when you have lost or damaged your keys. We will not cover the cost of any replacement keys or parts for your vehicle.

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  1. Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.
  1. The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.
  1. Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.
  1. Any claim for broken glass or mirrors.
  1. Each membership is limited to a maximum of 3 assistance requests per annum.
  1. Any claim resulting from the vehicle’s lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.
  1. Any claim as a result of mis-fuelling or running out of fuel.
  1. Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.
  1. Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.
  1. Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.
  1. Assistance of any vehicle which is already at a garage or other place of repair.
  1. Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.
  1. Recovery of any vehicle which is already at a garage, other place of repair or home address.
  1. Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.
  1. Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle’s removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.
  1. Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.
  1. If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.
  1. Any request for assistance for a fault which we a previously provided assistance for, unless suitable proof of repair has been sent to us from a reputable VAT registered garage
  1. Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.
  1. Any breakdown as a result accident.
  1. The costs of food, drink and telephone calls for you and any passengers.
  1. All horseboxes and vehicles carrying or towing a trailer carrying any livestock.
  1. Any vehicle which is not taxed, does not hold a current MOT or is uninsured.
  1. All motorhomes, or vehicles that have been modified to be a motorhome. 
  1. Any vehicle that has been modified to be heavier than it’s manufactured vehicle specifications.
  1. The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.
  1. Any vehicle or trailer that is not in a roadworthy condition.
  1. Any liability for financial loss to you at any point prior, during and post the service being carried out.
  1. All vehicles over 20 years old.
  1. Any vehicle that is being used, or has been modified for use, in motor racing, rallies, speed or endurance events, or for anything other than non-commercial use.
  1. Any specialist repairs as a result of a modification.
  1. Any charges incurred by you where providing this service is deemed unlawful.
  1. The cost of specialist equipment used In carrying out assistance.
  1. We are not chargeable, or liable, as the result of a breakdown for any financial loss you may incur, such as, but not limited to, loss of earnings, missed transport arrangements, or appointments.
  1. We will not attend the vehicle if it’s at a racetrack, if we attend through false information then the customer will be charged retrospectively. 

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery of the vehicle with travel for the driver and four additional passengers only is covered under this membership.

COMPLAINTS

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 do 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: Kemp House, 152-160 City Road, London, England, EC1V 2NX

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.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.
  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.
  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.
  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

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. 

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

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 letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim. 

YOUR INFORMATION

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.

[email protected]

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 Ltd, 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, Kemp House, 152-160 City Road, London, England, EC1V 2NX

For further information about how Motoring Assistance ltd use your data please go to our PRIVACY POLICY.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433(Option 1)

Had an accident? Call us on: 0330 113 2433(Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Kemp House, 152-160 City Road, London, England, EC1V 2NX