Frequently Asked Questions

Am I still able to get a replacement vehicle during the pandemic?

Yes. We’ve introduced additional cleaning techniques in each of our vehicles before and after hire to help reduce the spread of the virus. This includes paying particular attention to areas such as steering wheels and door handles.

Will my vehicle still be repaired during the pandemic?

Yes. Our network repairers are still able to repair damaged vehicles to their usual high standards.

A member of our team will keep you up to date with any changes to your repair schedule.

I have been involved in an accident that wasn't my fault, what should I do?

We’re sorry to hear this. Get in touch with one of our offices here where one of our dedicated claims specialists will be on hand to take details of the incident, explain to you what happens next and provide you with assistance.

I've been involved in an accident, but it may have been my fault. What should I do?

That’s not a problem. Get in touch with one of our offices here and one of our dedicated claims specialists will run through the details with you over the phone. If we believe you may have been at fault, we can either handle the claim for you or transfer you directly through to your insurance company so they can assist you further.

My vehicle is at the roadside, how can I get it recovered?

We’ll arrange recovery of the vehicle for you and will take you and any passengers to either your onward destination or home, whichever is nearer.

My vehicle is damaged, how can I get it repaired?

We will arrange for an engineer to inspect the vehicle and assess the damage. Following their assessment, they will advise if they believe the repair to be economical or not and if so, they will provide an estimated cost for repair. Where the vehicle can be repaired, we will arrange for one of our approved and contracted network repairers to carry out the work for you.

My car has been written off, what happens next?

If on inspection your vehicle is deemed a total loss, we will use the engineer’s valuation to agree a settlement with you. We also offer a salvage service for you, where we can dispose of the damaged vehicle for you.

Do you offer a guarantee with repairs?

Yes, all repairs undertaken by our network repairers are guaranteed for three years or for the balance of the manufacturer’s warranty.

Do I need to contact my insurance company, repairers, or any other third party?

You only need to make one call into us and we will take care of the rest for you. We’ll liaise with your insurance company, the repairers and any third parties involved in the incident.

Will I have to pay an excess fee?

If you have been in an incident that wasn’t your fault, you will not be charged any excess when you use our services. We will seek to recover any costs from the third parties involved.

I need a replacement vehicle whilst mine is under repair, can you help with this?

That’s not a problem. Our dedicated claims specialists will arrange a replacement vehicle for you of similar size and specification ensuring it meets your needs.

Can the replacement vehicle be delivered to my home address?

Yes! When we arrange the replacement vehicle for you, you will be able to choose the delivery and collection addresses that are convenient to you.