Welcome to a dynamic breakdown service designed by experts to suit you. Autonet Rescue which is provided through Call Assist operates a 24 hour, 365 day a year service for you, the motorist, to telephone should your vehicle experience a mechanical or electrical breakdown. Our Rescue Controllers are trained to the highest degree and are backed by the latest computer technology and mapping facilities together with a fully trained network of Recovery Operators throughout the United Kingdom. The parties to this insurance can choose the law that applies to it. We have chosen the laws of England and Wales to apply. Under the terms and conditions of this policy, we have chosen to use the English language in all documents and communication relating to this policy.

What to do if you breakdown

If your vehicle breaks down please call our 24 hour Control Centre on 0800 9173365 If you are unable to make a connection, please contact us on 01206 771780. Our Rescue Controller will assist you professionally, sympathetically and deal with your request quickly. Please have the following information ready to give to our Controller, who will use this to validate your policy.

1. Your return telephone number with area code
2. Your vehicle registration
3. The precise location of your vehicle (or as accurate as you are able in the circumstances).

We will take your details and ask you to remain by the telephone you are calling from. Once we have made all the arrangements we will telephone to advise who will be coming out to you and how long they are expected to take. You will then be asked to return to your vehicle. Please remember to guard your safety at all times but remain with or nearby your vehicle until our recovery operator arrives. Once our operator arrives at the scene, please be guided by their safety advice. If the police are present please advise them that you have contacted us or give them our telephone number to call us on your behalf.top

About your policy

If your vehicle breaks down due to mechanical or electrical failure, which occurs during the course of a journey and more than a one-mile radius from your home, service will be provided. We will provide cover for any breakdown and any costs involved with the roadside assistance or recovery to a local garage (not including parts and labour) during the period of insurance and within the territorial limits.top

Roadside Assistance & Recovery

We will send help to the scene of the breakdown and arrange to pay call out fees and mileage charges needed to repair or assist with the vehicle. If, in the opinion of our Recovery Operator, they are unable to repair the vehicle at the roadside we will assist in the following way: - arrange and pay for your vehicle, you and up to 5 passengers to be recovered to the nearest garage able to undertake the repair. If the above is not possible at the time we will arrange for your vehicle, you and up to 5 passengers to be transported to your home or original destination. top

Home Assist

If you have opted to purchase Home Assist we will despatch one of our recovery operators to your home address or within a one mile radius. Alternative Travel* If our repairing recovery operator is unable to repair your vehicle within the same working day or a period agreed between you and our Rescue Controller, we will pay up to £50.00 (maximum) towards the cost of alternative transport or car hire. This service can only be used to complete a journey whilst your vehicle is being repaired a minimum of 20 miles away from your home address. top

Emergency Overnight Accommodation*

If we decide on alternative accommodation we will pay a maximum of £25.00 per person for one night for you and up to 5 passengers. *The services will be offered on a pay/claim basis, which means that you must pay initially and we will send you a claim form for reimbursement, which will be dealt with at our Control Centre within a short period of time. Before arranging these services, authorisation must be obtained from our Rescue Controller. The policy will only pay for a group 1 hire car rate. We will only reimburse claims when we are in receipt of a valid invoice/receipt.top

Caravans and Trailers

If your vehicle breaks down and your caravan/trailer is attached, providing it is fitted with a standard towing hitch and does not exceed 7.0104 metres (23 feet) in length, your caravan/trailer will be recovered with your vehicle at no extra cost.

Keys

If you are unfortunate enough to lose your keys we will pay the call out and mileage back to our recovery operator’s base. All other costs incurred will be at your expense.top

Message Service

If you require, we will gladly pass on two messages to your home or place of work to let them know of your predicament and ease your worry. Please note: Any repairs undertaken by our recovery operators at their premises are provided under separate contract, which is between you and the garage. Multi vehicle policies must be registered to one address within the United Kingdom.top

Toll Fees

We will pay ferry and toll fees ONLY within the confines of the United Kingdom and Northern Ireland.

Change of Vehicle

Our policy only covers the vehicle registered on our database, therefore any change must be notified immediately either by fax, telephone or writing. Please include your policy number, the new registration, make, model and colour of your vehicle and the date you wish us to make the change. If you do not notify us of the new vehicle details, we may not be able to supply you with a service.

Definitions

• US, WE, OUR - means Autonet Rescue and Call Assist Ltd
• YOU,YOUR - the person named as ‘the insured’ in the schedule
• VEHICLE - the vehicle registered with Call Assist
• BREAKDOWN - an electrical or mechanical failure, which immediately renders the vehicle immobilised
• Territorial Limits - means Great Britain Northern Ireland, Scotland and Wales.
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Exclusions

This insurance does not cover the following:

1. Any caravan/trailer where the total length exceeds 7.0104 metres (23 feet) and where it is not attached to the vehicle with a standard towing hitch
2. Vehicles not registered with us
3. The cost of any parts, components or materials used to repair the vehicle
4. Any costs or expenses not authorised by our Rescue Controllers.
5. The cost of food, drinks, telephone calls or other incidentals
6. The cost of alternative transport other than to your destination and a return trip to collect your repaired vehicle
7. The cost of fuel, oil or insurance for a hire vehicle
8. The recovery of the vehicle and passengers if repairs can be carried out at or near the scene of the breakdown within a reasonable time. If recovery takes effect we will only recover to one address in respect of any one breakdown.
9. Overnight accommodation or car hire charges if repairs can be carried out at or near the scene of the breakdown within an agreed time.
10. Breakdowns caused by failure to maintain the vehicle in a roadworthy condition including maintenance or proper levels of oil and water. If, in the opinion of our Recovery Operator, the vehicle is found to be unroadworthy due to lack of maintenance, unless servicing records can be provided, we may terminate your policy immediately notifying you, by letter, what action we have taken.
11. Vehicles running out of fuel and where service cannot be effected because the vehicle (not applicable to motorbikes) does not carry a serviceable spare wheel.
12. Any request for service if the vehicle cannot be reached due to snow, mud, sand or flood or where the vehicle is not accessible or cannot be transported safely and legally using a standard transporter.
13. Any request for service if the vehicle is being used for motor racing, rallies, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities.
14. Overloading of the vehicle or carrying more passengers than it is designed to carry.
15. Claims not notified prior to expenses being incurred.
16. The charges of any other company (including police recovery) other than our Recovery Operator or of car hire or accommodation charges except those authorised by us.
17. Loss or damage to the vehicle or its contents.
18. Direct or indirect loss, damage or liability caused by, contributed to or arising from:-
• Ionising radiation or contamination by radioactivity from an irradiated nuclear fuel or from nuclear waste from the combustion of nuclear fuel.
• The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component thereof.
• Any results of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, military or usurped power.
19. Any false or fraudulent claims.
20. Failure to comply with requests by us or our Recovery Operators concerning the assistance being provided.
21. Fines and penalties imposed by courts.
22. Any charges where you, having contacted us, effect recovery or repairs by other means.
23. Ferry and Toll charges outside of Mainland UK.
24. Any claims relating to the following:-
• Vehicles in excess of 3.5 tonnes
• Vehicles more than 5.1816 metres (17 feet) long, 1.9050 metres (6 feet 3 inches) wide and 2.4384 metres (8 feet) high.
• Non standard, customised or modified vehicles unless declared and agreed with us prior to taking the insurance.
25. Any service or insurance cover where remedial action has not taken place following a previous breakdown.
26. More than six callouts per policy per year.
27. Claims totalling more than £15,000 in any one year. top

General Conditions

1. We will provide cover if:-
• You have met all the terms and conditions within this insurance.
• The information provided to us, as far as you are aware, is correct.
2. The policy is not transferable
3. The driver of the vehicle must remain with or nearby the vehicle until help arrives.
4. We will not be held liable for any costs incurred if you are unable to make a connection to the contact telephone number provided.
5. We reserve the right to charge you for any costs incurred as a result of incorrect location details being provided.
6. We may cancel the policy by sending 7 days notice to your last registered address.
7. This policy has a cooling off period of 14 days from the time you receive this information. If you do not wish to continue with the insurance, we will provide a refund of premium paid, less a £10.00 administration fee. If you exercise your right to cancel, the policy will be regarded as not taken up, and cancelled from inception. You may cancel your policy after this period, but no refund of premium is available. Please call 0871 711 2223.
8. Should you wish to contact us, please send your correspondence to our head office: Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex, CO1 1UX. top

Our promise to you:

We aim to provide a high standard of service. Please telephone us if you feel we have not achieved this and we will do our best to rectify the problem immediately.

Complaints Procedure

Any enquiry or complaint you have regarding your policy should be addressed in the first instance to the policy administrator:

• Complaints Department
• Call Assist Ltd
• Axis Court
• North Station Road
• Colchester
• Essex
• CO1 1UX

If you are still not satisfied, please write to the policy underwriter:

• The Customer Service Manager
• Groupama Insurance Company Limited
• Groupama House
• 60 Spring Gardens
• Manchester
• M60 1HU

Please have ready the details of your policy and in particular your policy number, to help your enquiry to be dealt with speedily. If you still feel the matter has not been resolved to your satisfaction, please write to:-

• The Chairman and Chief Executive
• Groupama Insurance Company Limited
• 24 –26 Minories
• London
• EC3N 1DE

If you remain dissatisfied, short of court action, you:

• have the right to ask The Financial Ombudsman Service to review your case provided the policy is not of commercial nature.
• The right to apply to the Ombudsman must be exercised within six months of the date of the Company’s final decision.

They can be contacted at the following address:

• The Financial Ombudsman Service
• South Quay Plaza
• 183 Marsh Wall
• London, E14 9SR
• Telephone: 0845 080 1800

You can approach the Association of British Insurers for assistance. The address and telephone number of the London Headquarters of the Association are as follows:

• 51 Gresham Street
• London
• EC2V 7HQ
• Telephone: (020) 7600 3333

The Association can also be contacted at one of its regional offices for which the address and telephone numbers can be found in local telephone directories. If you write to or ring the London Headquarters, please direct your complaint to the Consumer Information Department.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For further information visit www.FSCS.org.uk. top

Service Provider and Insurer

This service is provided by:

• Call Assist Ltd
• Axis Court
• North Station Road
• Colchester
• Essex
• CO1 1UX
• Registered Company Number 3668383

Call Assist Ltd is underwritten by:

• Groupama Insurance Company Limited
• 24 – 26 Minories
• London
• EC3N 1DE
• Registered Company Number 995253
• Home State: United Kingdom

Call recording

To help us provide a superior service your telephone calls may be recorded for training purposes. top

Two levels of breakdown recovery

You can choose from:

• Bronze: Roadside/ Recovery
• Silver: Homeassist/Roadside/ Recovery

• Call Assist Ltd, Firm Reference Number 304838, and Groupama Insurance Company Limited, Firm Reference Number 202124 are authorised and regulated by the Financial Services Authority. top