Terms and Conditions

Broken Down? Call Us

to get instant cover if you aren't already with us

HOW TO GET HELP

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, 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 at: support@motoringassistance.com or you can write to us at:
Kemp House, 152-160 City Road, London, England, EC1V 2NX

CHECKLIST

Certain information is required when calling for assistance;

  1. Your Name
  2. Your membership number
  3. The vehicle registration number
  4. The make and model of the vehicle
  5. The exact location of the vehicle
  6. Your contact number
  7. The nature of the fault

 

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.  

CONTENTS

  1. Definitions
  2. Section 1: Roadside Assistance
  3. Section 2: Home-Start
  4. Section 3: Local Recovery
  5. Section 4: Nationwide Recovery
  6. Section 5: Personal Cover
  7. Section 6: Accident Assistance
  8. Section 7: Onward Travel
  9. Section 8: Mis-Fuel Assistance
  10. Section 9: Optional Excess
  11. General Conditions of Your Membership
  12. General Exclusions of Your Membership
  13. Cancellation
  14. Your Information
  15. Complaints
  16. How to Contact Us

 

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.

YOU

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

US

Means Motoring Assistance Limited (Company Number: 10467192) trading as: “Motoring Assistance and/or www.motoringassistance.com”

ACCIDENTS

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

FAULT ACCIDENT

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.

NON-FAULT ACCIDENT

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.

BREAKDOWN / BROKEN DOWN

Means either your vehicle or the vehicle you were driving has experienced a none 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.

CARAVAN / TRAILER

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: 3.5 tonnes, Maximum Length: 7.0 metres (including draw bar and coupling) and Maximum Width: 2.55 metres

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.

GARAGE / REPAIR CENTRE

Means a VAT registered garage with the facilities and capability to carry out a permanent repair to your vehicle.

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 midnight on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

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.

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 consideration 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.

MEMBERSHIP DOCUMENT

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.

MEMBERSHIP DETAILS

Means the terms and conditions set out within the document.

MIS-FUEL/MIS-FUELLING

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.

PRIVATE 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. Maximum Gross Vehicle Weight: 3 tonnes, Maximum Length: 5.5 metres (18 feet) and Maximum Width: 2.3 metres (7.5 feet)

SECTION 1: ROADSIDE ASSISTANCE

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.

SECTION 2: HOME START

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 3: LOCAL RECOVERY

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 4: NATIONWIDE RECOVERY

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 5: PERSONAL COVER

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 6: ACCIDENT ASSISTANCE

Please refer to your Motoring Assistance Membership Document which set 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 use our accident management services then you will be liable to 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;

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

 

We will provide the following services as part of the accident management services where you are at Fault;

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

 

General conditions and exclusions apply.

SECTION 7: ONWARD TRAVEL

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 8: MIS-FUEL ASSISTANCE

Please refer to your Motoring Assistance Membership Document which set 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.

SECTION 9: OPTIONAL EXCESS

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.

GENERAL CONDITIONS OF YOUR MEMBERSHIP

  1. We will always endeavour to repair your vehicle, if this cannot be done within a reasonable timeframe, which we deem to be more than one hour, then we are not liable for any labour or repair costs beyond that time.
  2. You are limited to a maximum of three requests for assistance during the term of your membership.
  3. We will not tow 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.
  4. We will not provide assistance for any vehicle that is already at a garage or other place of repair.
  5. If we deem 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 then no assistance will be provided.
  6. Assistance following a breakdown or accident attended by the police, highways agency or other emergency service will not be provided by us 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.
  7. The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road must be met by you.
  8. If specialist equipment is required to carry out your assistance then these costs must be met by you.
  9. 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.
  10. 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.
  11. If you purchase any of our products that advertise an excess and/or 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.
  12. Recovery of the vehicle with travel for the driver and four additional passengers only is covered under this membership.
  13. Only vehicles that are used for private use only are covered under this membership. Any vehicle that is used for hire or reward is not covered.
  14. The owner or driver of the casualty vehicle must present throughout the assistance including recovery. We will not tow any unaccompanied vehicle.
  15. We reserve the right to charge an administration fee for changes made to your policy.
  16. The vehicle must be kept to a roadworthy standard and maintained to a roadworthy condition.
  17. We do not accept liability for any pets, animals or livestock within the vehicle, trailer, horsebox, caravan or anything towed by the vehicle we are attending.
  18. 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.
  19. We will not attend a recovery request if we feel the vehicle has a pre-existing issue, we may request evidence of the vehicles MOT (where possible), receipts or invoices for any work that has been undertaken.
  20. 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.
  21. The membership holder or driver of the vehicle cannot use the recovery operators work carried out at the scene as an excuse not to repair the vehicle with a suitable permanent fix.
  22. If you mislead an employee with false information to obtain assistance you will be charged retrospectively for the attendance.
  23. 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.
  24. 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 £95.00.
  25. If you cancel the recovery after initially logging your need for assistance a cancellation fee will be charged of £95.00.
  26. In the event that our agent cannot gain lawful access to the vehicle due to the vehicle’s location being on private land a cancellation fee of £95.00 will be charged.
  27. Where possible our recovery agent will carry out a temporary repair, we insist that the vehicle is taken to a garage as soon as possible for permanent repairs to carried out. We may request evidence of permanent repairs.
  28. A limit of three changes to your membership information during the term are permitted. Temporary changes are not permitted and could cause cancellation of the membership.
  29. Any changes to the membership will incur a 72-hour inception period, if you request assistance in the inception period the membership may be cancelled.
  30. 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).

 

GENERAL EXCLUSIONS OF YOUR MEMBERSHIP

  1. The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.
  2. 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.
  3. Any claim for broken glass or mirrors.
  4. Any claim resulting from the vehicle’s lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.
  5. Any claim as a result of your vehicle running out of fuel.
  6. 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.
  7. 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.
  8. Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.
  9. Any caravan or trailer is not covered in the event of a breakdown. Only in the event that your vehicle suffers a breakdown and requires recovery will your caravan or trailer be towed.
  10. Any request for assistance for a fault which we have previously provided assistance for, unless suitable proof of repair has been sent to us from a reputable VAT registered garage
  11. Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.
  12. Any breakdown as a result of an accident.
  13. The costs of food, drink and telephone calls for you and any passengers.
  14. Any vehicle which is not taxed, does not hold a current MOT or is uninsured.
  15. All horseboxes and vehicles carrying or towing a trailer carrying any livestock.
  16. All motorhomes, or vehicles that have been modified to be a motorhome.
  17. Any vehicle that has been modified to be heavier, lower or larger in dimensions than its manufactured vehicle specifications.
  18. The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.
  19. Any vehicle or trailer that is not in a roadworthy condition.
  20. Any liability for financial loss to you at any point prior, during and post the service being carried out.
  21. All vehicles over 20 years old.
  22. Any vehicle that is being used, or has been moddified for use, in motor racing, rallies, speed or endurance events, or for anything other than non-commercial use.
  23. Any specialist costs incurred because of a modification to the vehicle.
  24. Any charges incurred by you where providing this service is deemed unlawful.

 

CANCELLATION

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:

  1. Fraud
  2. Non-payment of premium
  3. Threatening and abusive behaviour
  4. Non-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.

support@motoringassistance.com

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 support@motoringassistance.com 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 Limited use your data please go to our Privacy Policy.

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: support@motoringassistance.com

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.

  1. 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.
  2. After having considered the issue, we will advise what action we intend to take and the expected timescales for this.
  3. 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.
  4. 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.
  5. 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.

HOW TO CONTACT US

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, 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: support@motoringassistance.com or you can write to us at:
Kemp House, 152-160 City Road, London, England, EC1V 2NX