If you experience a tyre failure which requires replacement or repair then you must report the claim to us BEFORE any work is undertaken. We will not be responsible for or reimburse any work that is carried out prior to the claim being reported to us.
To report a claim please call 0330 113 2433 (09:00 – 17:00 weekdays, excluding public holidays, calls are recorded for quality purposes).
Or email support@motoringassistance.com – Please wait for confirmation that your email has been received before undertaking any work.
Certain information is required when calling for assistance or to report a claim;
ALL CLAIMS MUST BE REPORTED TO Motoring Assistance BEFORE REPAIRS ARE ACTIONED.
If you have broken down whilst driving and require roadside assistance we will arrange for a recovery operator to provide assistance. Once the arrangements have been made with a recovery operator, we will contact you with updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls or receive SMS messages at any time. Please avoid using 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.
If your claim is a result of malicious damage, then the incident must be reported to the police and a crime reference number must be provided to us before any authorisation can be given to repair or replacement the tyre(s).
We will repair or replace Your tyre(s) in accordance with the terms of this membership.
This is a contract of membership between you, the owner (You/Your) of the vehicle at the time of purchase of the covered tyre(s) and Motoring Assistance Limited (We/Us/Our). Subject to the correct premium having been paid, We will provide membership as detailed below.
Please read this membership carefully and make sure You understand and fully comply with its terms and conditions, as failure to do so may jeopardise the payment of any claim which might arise and could lead to the membership becoming void.
This membership covers against accidental damage or malicious damage to the tyre(s) for which you have purchased the cover for. There is a 14 day inception period when purchasing the cover or changing your vehicle, during this time no cover will be provided.
Accidental damage means the sudden and unforeseen deflation or other damage of the tyre itself or the valve, caused accidentally which requires the immediate repair or replacement before normal use can be resumed. Where no accidental damage or malicious damage has occurred, but due to general wear and tear and deterioration under normal use, the tyre(s) has reached the end of its normal effective working life no cover or reimbursement will be provided. The end of the working life is deemed to be wear of the tyre down to a tread depth of 3mm at on any point, uneven wear, cracks or damage to the side wall of the tyre due to natural wear and tear.
The amount that you will be reimbursed will depend on the wear and condition of the tyre that requires replacement. The table below outlines the percentage of the cost of replacing the tyre that will be reimbursed:
| REIMBURSEMENT | TREAD DEPTH |
|---|---|
| 100% | 6.25mm & Over |
| 75% | 5.5mm to 6.25mm |
| 50% | 4.25mm to 5.5mm |
| 25% | 3.1mm to 4.25mm |
| 0% | 3mm & Under |
Each membership covers one tyre for two repairs and one replacement in any 12 month period. You must keep documentary evidence of the wear and condition of the replaced tyre including photographs accompainied by the job sheet from the tyre centre, your claim will be rejected if you do not provide this when requested.
Malicious damage is considered to be deflation or damage to the covered tyre or the valve caused intentionally by a third party, which requires a repair or a replacement before normal use can be resumed.
To claim for malicious damage, you must report the incident to the Police and provide a crime reference number at the time of making a claim.
In the event of accidental damage or malicious damage, provided the tyre(s) tread depth complies with UK road traffic regulations, we will;
The Repair or Replacement includes the cost of a replacement valve, wheel balancing and environmental disposal.
If your membership was purchased as part of an annual membership then the membership will end after 12 months unless the membership is renewed. For pay month memberships the cover will continue until cancelled as long as the correct premium has been paid.
The membership for each covered tyre will end immediately upon replacement of that tyre. Where more than one tyre is covered, cover applies separately to each tyre. All cover will cease if the membership for all covered tyres has come to an end or a payment is not successfully collected.
Annual memberships will automatically renew on a monthly membership basis after the initial 12 months.
Any claim arising from or as a result of;
You have the right to cancel this cover within 14 days of purchasing the membership without giving any reasons and you will receive a full refund. In the event that a claim is made or attempted to be made within that 14 day period then a charge of £30 per vehicle will be made to reflect the administrative cost of arranging and cancelling the cover.
We reserve the right to withdraw and cancel your membership if you fail to pay premiums or instalments of premiums on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us. In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.
We reserve the right to cancel your membership at any time without prior notice, if no claims have been made during the term of this membership then you will be refunded in full.
We reserve the right to refuse service if we suspect any type of fraudulent activity.
Motoring Assistance shall not be bound to accept renewal of any membership and may cancel any membership at any time without prior notice where there is a valid reason for doing so. A cancellation email will be sent to you at your email address. Valid reasons may include but are not limited to:
Motoring Assistance limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This membership 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 membership 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 Commissioner's 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, 124 City Road, London, England, EC1V 2NX
For further information about how Motoring Assistance Limited use your data please go to our Privacy Policy.
We are committed to providing an exceptional level of service and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it 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: complaints@motoringassistance.com
In Writing: 124 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.
Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Broken down in the UK? Call us on 0330 113 2433 (Option 1) – Lines open 24/7
Had an accident? Call us on 0330 113 2433 (Option 2) – Lines open 24/7
Need a quote? Call us on 0330 113 2433 (Option 3) – Lines open Monday to Friday 09:00 to 17:00
For changes to your policy and all other queries email us at: support@motoringassistance.com or call us on 0330 113 2433 (Option 4) – Lines open Monday to Friday 09:00 to 17:00
If you are hard of hearing, you can email us on: support@motoringassistance.com or you can write to us at: Motoring Assistance Limited, 124 City Road, London, England, EC1V 2NX