Motor Breakdown provided by RAC - Home | Covéa Insurance · time You took out Your Policy. • The use of Recovery as a way to avoid paying repair costs. • Service within 24 hours

Motor Breakdownprovided by RACPolicy

coveainsurance.co.uk

All information in this Policy Booklet is correct atthe time of printing (March 2016), for full up todate information please visit our website

• Motor Breakdown is provided by RAC

• Claims assistance available 24 hours a day, 365 days a year

• 1,500 branded patrol force

• Cover is provided for the vehicle whose registration numberis on the document. This means that whoever is driving theregistered vehicle is covered.

Motor Breakdown0800 068 3489

24 HourCLAIMS Assistance

Please keep the card below in asafe place in case you need to

contact the helpline.

Give your Motor Breakdown adviser the following:

• Policy Number, your name

• Registration number, vehicle make/model/colour

• Service level code (from your policy schedule document)

• Precise details of your location


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Thank You for choosing Covéa Insurance.

This is Your Motor Breakdown Policy. It sets outthe details of Your insurance contract withCovea Insurance plc.

In return for You having agreed to pay Yourpremium including any tax applicable andsubject to the policy terms and conditions, Wewill provide the insurance described in thiscontract during the Period Of Insurance.

Please read this Policy and its schedule toensure that they are in accordance with Yourrequirements. Any query should beimmediately referred to Your insurance brokeror intermediary.

Disability DiscriminationIf You have any problem reading this booklet,You can always call 0330 221 0444 for a largefont or Braille version.

Introduction

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Contents

Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Roadside . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

At Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

European Motor Breakdown . . . . . . . . . . . . . 10

Requirements and Limitations . . . . . . . . . . . 20

Customer Information

Registration and Regulatory Information . . . 27

Cancellation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Caring for our Customers . . . . . . . . . . . . . . . . . . 28

European related complaints . . . . . . . . . . . . . . 28

UK related complaints . . . . . . . . . . . . . . . . . . . . . 28

Financial Services CompensationScheme (FSCS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Data Protection Act . . . . . . . . . . . . . . . . . . . . . . . 29

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Definitions

Below are certain words that have a specificmeaning in these terms and conditions andwherever these words appear they have thefollowing meaning:

“Breakdown”means unforeseen mechanical or electricalfailure during the duration of cover in the UK orin the Territory which has either immobilisedYour Vehicle or made it unsafe to drive.

“Contractor”means any person, including RAC, who Weuse to provide the services described in thisdocument.

“Details”means Your name and Vehicle registrationnumber, make and model.

“Duration of Cover”means the period during which the Vehicle hasbreakdown cover as set out in the FulfilmentMaterial.

“DVLA”means the Driver and Vehicle Licensing Agency(DVLA) Swansea SA6 7JL responsible forregistration of vehicles in the UK and theequivalent authority in Northern Ireland forvehicles in Northern Ireland. Or the Isle of ManDepartment of Transport for customers living inthe Isle of Man.

“Fulfilment Material”means the confirmation of Policy coverageprovided to You by Us or on Our behalf.

“Home”means the address where You live in the UnitedKingdom.

“RAC”means RAC Motoring Services and/or RACInsurance Limited.

“Resident of the United Kingdom”means a person living permanently in theUnited Kingdom or a person employed by acompany having its registered office in theUnited Kingdom.

“Specialist Equipment”is equipment in Our view not carried by RACpatrols or RAC contractors.

“Territory”Albania, Andorra, Armenia, Austria, Azerbaijan,Belarus, Belgium, Bosnia Herzegovina, Bulgaria,Croatia, Cyprus (South), Czech Republic,Denmark, Estonia, Finland, France, Georgia,Germany, Gibraltar, Greece, Hungary, Ireland,Italy, Latvia, Liechtenstein, Lithuania,Luxembourg, Macedonia, Malta, Moldova,Monaco, Montenegro, Netherlands, Norway,Poland, Portugal, Romania, Russia (West of theUrals), San Marino, Serbia, Slovakia, Slovenia,

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Definitionscontinued

Spain (excluding Ceuta and Melilla), Sweden,Switzerland, Turkey in Europe plus Uskudar,Ukraine.

“The Party/Your Party”mean the persons including You, travelling withYou for the whole period of the journey.

“United Kingdom/UK”means England, Scotland, Wales, NorthernIreland, the Channel Islands and the Isle ofMan

“Vehicle”means the vehicle You are driving whoseDetails have been provided by Us to OurContractor.

“We/Our’s/Us”means Covéa Insurance and/or third partyacting on Our behalf.

“You/Your”means the owner of the Vehicle and any otherperson driving the Vehicle with the owner’sconsent.

This service covers Vehicles registered with theDVLA only, and is available throughout theTerritory.


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Roadside

Cover applies to vehicles registered with theDVLA in Swansea and Northern Ireland only.

Roadside operates in the UK.

If You are stranded on a public highway(or other road or area to which the public hasthe right of access) because Your vehicle hashad a Breakdown, We will send an RAC patrolor contractor to help You.

We will try to repair Your Vehicle at theroadside. Roadside includes labour at thescene of the Breakdown (but not labour atany garage to which the Vehicle is taken).

If We cannot repair the Vehicle at the roadside,or if repairs are unwise or cannot be completedwithin a reasonable time, We will take theVehicle and up to 8 people to a destination ofYour choice within ten miles from the scene ofthe incident. If You have no preferreddestination, We will take the Vehicle to anearby garage. If You wish the Vehicle to betaken to any other destination, You will have topay for the towage costs for the whole distance.

If You need to leave Your Vehicle at the garageWe will reimburse You for taxi fares up to20 miles (a receipt must be obtained).

For battery related faults Your Policyentitlements are as follows:

• RAC's initial attendance for a batteryrelated fault is included in Your Policy'sentitlement.

• The fitting of any part or batteriespurchased by You prior to our attendance isnot covered. This is to ensure parts are fittedfrom reputable sources in order to avoidsecondary callouts.

• RAC will test Your battery at that initialBreakdown attendance. If the battery is nolonger serviceable and so fails the test Youwill be advised to replace it.

• If a condemned (non serviceable) battery isnot replaced, a charge of no less that £85will apply for further assistance to a batteryrelated fault. The charge will be payable bycredit or debit card before assistance can bearranged.

Roadside does not cover:

• Breakdowns which would be prevented byroutine servicing of Your Vehicle.

• Replacing tyres or windows.

• Missing or broken keys. We will try toarrange the services of a locksmith but Youwill have to pay for them.

• The cost of ferry crossings and road tollcharges.

• Vehicles being demonstrated or delivered bymotor traders, or used under trade plates.

• Vehicles, which, according to our patrol orcontractor, had broken down or wereunroadworthy before You took out YourPolicy.

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Roadsidecontinued

• Vehicles, which break down within 1/4 mileof Your Home address or where Younormally keep the Vehicle.

• Contaminated fuel problems. We willarrange for You to be taken to a localgarage for assistance, but You will have topay for the work carried out.

• The cost of parts, fuel or other supplies.

• Any vehicle storage charges incurred whenYou are using Our services.

• Labour at any garage to which the vehicle istaken.

• Towing provided following an accident, fire,theft or act of vandalism.

• The tow or transport of any Vehicle, which,in Our reasonable opinion, is loaded beyondits legal limit.

• Any Vehicle in a position where We cannotwork on it or tow it, or wheels have beenremoved, We can arrange to rectify this butYou will have to pay the costs involved.

• Any animals in Your Vehicle, please notethat their onward transportation is at Ourdiscretion and solely at Your risk. We will notinsure any animal, including livestock intransit, during any onward transportationWe undertake.


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Recovery

Recovery operates only in the UK.

Recovery has the same terms and conditions asRoadside but with the following variations:

If We cannot get Your Vehicle repaired locallywithin what We deem a reasonable time, Wewill take the Vehicle and up to 8 people toYour Home or a single address anywhere else.If there are more than 5 people this mayrequire two separate Vehicles. An adult mustaccompany any persons under the age of 16.

You can use Recovery if You are ill, and thereare no passengers who can drive the Vehicle, sothat You cannot continue Your trip. You mustshow Us some form of medical certification forthis (in these cases, We will provide this serviceas We see fit).

Recovery does not cover:

• Any Vehicle which in Our reasonable opinionwas broken down or unroadworthy at thetime You took out Your Policy.

• The use of Recovery as a way to avoidpaying repair costs.

• Service within 24 hours of commencementof this Policy.

• Caravans, trailers or other objects beingtowed.

• A second recovery if:

(a) the original fault has not been repairedproperly by a party other than RAC;

(b) RAC have advised You that it is atemporary repair; or

(c) the desired destination cannot acceptthe Vehicle due to company openinghours or other restrictions

If a secondary recovery is required this servicecan be provided but a charge will be madedependent on the service required, time of dayand distance. These charges will be payable bycredit or debit card prior to the relevant servicebeing provided

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At Home is only available in the UK.

At Home has the same terms and conditions asRoadside but with the following variations:

At Home allows You to use Roadside within1/4 mile of Your Home address

or where You normally keep the Vehicle.

At Home does not cover

• The rectifying of failed or attempted repairs

• The reimbursement of taxi fares

• Service within 24 hours of commencementthis Policy.


At Home Motor Breakdown0800 068 3489

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The service covers UK registered Vehicles and isavailable throughout the Territory.

How to obtain assistanceServices in the UK

If the Vehicle has a Breakdown in the UnitedKingdom, please follow these simple steps:

1. Telephone Us on the following number –0800 068 3489

2. Advise the operator that You haveCommercial Customer cover scheme code;

• B115 – Roadside & Recovery

• B116 – Roadside, Recovery and Home

• B117 – Roadside, Recovery, Home andEuropean

3. Provide Your Details to the operator.

4. Advise the operator of the location of theVehicle, the nature of any fault, and provideany other information requested by theoperator.

Please do not go ahead and make Your ownarrangements, as We cannot arrangereimbursement of costs incurred without priorauthorisation.

Services whilst Abroad1. How to obtain assistance in Europe

To obtain help in the event of a Breakdown, fireor theft, or if the only qualified driver ismedically unfit to drive, please call the RAC

control centre listed under 2 below and pleasestate that You have Covéa Insurance EuropeanMotor Breakdown and be ready to give thefollowing information:

• Your name

• Your Policy number

• Your location and telephone number – if youare on a MOTORWAY see also note 3 onpage 11

• The make and registration number of YourVehicle.

2. Please call:

When travelling in the UK to and from a port,0800 068 3489 (freephone)

Republic of Ireland 1 800 535 005 (freephone)

France & Monaco 0800 290 112 (freephonewithin France and Monaco only)

0472 43 52 55 (pay call)

Rest of Europe 00 33 472 43 52 55 (pay call)

The ‘Rest of Europe’ number applies from mostcountries, but some countries require 00 at thebeginning of the number to be replaced asfollows:

99 in Serbia and Montenegro

810 in Azerbaijan, Belarus, Georgia, Russia,Ukraine

The dialling codes included in these telephonenumbers are correct at the time of printingOctober 2012.

European Motor Breakdown

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3. Breakdowns on motorways

On continental motorways (including serviceareas) You MUST use the roadside emergencytelephones. You cannot call RAC control centresfrom these. You will be connected to the policeor authorised motorway service, who will send abreakdown recovery vehicle. However this willonly be to the recovery company’s own depot,if they cannot fix Your Vehicle – contact RACusing the numbers in 2 above as soon as Youcan, if possible from the recovery company’sdepot.

You may have to pay labour and towingcharges on the spot – an authorised tariff isnormally applicable. These items are coveredand You should obtain a receipt to claim arefund on Your return Home.

Mobile and car phones

RAC will not reimburse the cost of anytelephone calls You make in connection withany Breakdown under this Policy (includingmobile phone calls).

It may not be possible for an RAC controlcentre to call a mobile or car phone but when itis, You may still have to pay the cost of anyinternational call. Some service providerscharge for calls to freephone numbers. Theregulations on the use of mobile and carphones vary from country to country. Pleasecheck with Your service provider that Yourphone meets the requirements and standardsfor the countries in which You are travelling.

The Services

For some or all of the following services, CovéaInsurance has purchased an insurance policyfrom RAC to cover such services. Please notethat You do not have any rights under thepolicy between Covéa Insurance and RAC.

There is an overall limit of £2500 per claim inrelation to Breakdowns in the Territory. Pleasenote that You are liable for any costs above this£2500 limit. You are covered for any number oftrips, each up to 90 days in duration but not forlonger stays and provided the outward andreturn journeys are completed in the Period ofCover.

In the event of a Breakdown We will pay for thefollowing subject to the limitations described ineach section:

Service in UKRoadside

If You are stranded on a public highway (orother accessible road or area to which thepublic has the right of access) as a result of aBreakdown to Your Vehicle, We will arrange fora Contractor to assist You who will try to repairthe Vehicle at the roadside.

Roadside includes labour at the scene of theBreakdown but not labour at any garage towhich the Vehicle is taken.

If the Vehicle cannot be repaired at theroadside, or if repairs are unwise, We will

European Motor Breakdowncontinued


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arrange for the Vehicle and up to 8 people tobe taken to a destination of Your choice within10 miles from the scene of the Breakdown.If You have no preferred destination, We willarrange for the Vehicle to be taken to a nearbygarage. If You wish the Vehicle to be taken toany other destination We will use reasonableendeavours to assist if You pay for the towagecosts for the whole distance.

If You cannot readily get to the Vehicle, We willarrange, if practical, to have it towed to a placeof safety and stored until You can collect it.

Please note:

We will not arrange to tow or transport anyVehicle, which, in Our reasonable opinion, isloaded beyond its legal limit.

If the Vehicle is in a position where We cannotarrange for work to be undertaken on it or towit, or wheels have been removed, We canarrange to rectify this but You will have to paythe costs involved

Roadside does not cover:

• Routine servicing of the Vehicle

• The cost of parts, fuel or other supplies

• Replacing tyres or windows

• Missing or broken keys. We will try toarrange the services of a locksmith if Youpay them direct

• The cost of ferry crossings, road toll andcongestion charges

• Vehicles being demonstrated or delivered bymotor traders, or used under trade plates

• Vehicles within 1/4 mile of Your Home orwhere You normally keep the Vehicle

• Contaminated fuel. However, We willarrange for the Vehicle to be taken to a localgarage for You to arrange and pay for anywork carried out

• Any Vehicle storage charges before, duringor after any assistance provided by Us

• Assistance following an accident, fire, theftor vandalism or other incident normallycovered by a motor insurance policy. We canarrange assistance if You pay for the cost ofassistance. (You may be able to recoverthese costs under the terms of Your motorinsurance policy)

• If there are animals in the Vehicle, theironward transportation is at Our solediscretion and is carried out solely at Yourrisk. We will not insure any animal orlivestock in transit, during any onwardtransportation.

Recovery

Recovery has the same features and limitationsas Roadside but with the following variations:

Recovery operates only in the United Kingdom.

If We cannot arrange for the Vehicle to berepaired locally within a reasonable time, Wewill arrange for the Vehicle and up to 8 peopleto be taken Home or to any other single

EuropeanMotor Breakdowncontinued

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Service whilst abroad

Cover is available for:

1. Attendance of local breakdown or garageservices to repair the Vehicle at the roadsideif possible; or

2. Tow of the Vehicle from the place ofBreakdown or accident to the nearest localrepairer where You may arrange repairs; and

3. Either:

(a) a contribution towards labour charges ata garage if it is possible to effect therepairs necessary to enable the Vehicleto continue the journey on the date ofBreakdown; or

(b) Inspection fees, in the event of aBreakdown, to confirm that the Vehiclecannot be repaired by Your return traveldate and Your request for assistance willinclude authorisation for Us to arrangethis; and

4. Storage charges for the Vehicle whileawaiting repair or repatriation; and

5. The cost of wheel changes but not forreplacement tyres.

address. If there are more than 5 people thismay require two separate Vehicles. An adultmust accompany any persons under the ageof 16.

Recovery does not cover:

• Use of the services having the object oreffect of avoiding repair costs. For exampleif a Vehicle can be repaired in a reasonabletime we may not arrange recovery butarrange for repair instead.

• Recovery which is required because We havepreviously arranged a temporary repairwhich has not subsequently been properlyrepaired by You.



At Home

At Home has the same features and limitationsas Roadside but with the following variations:

At Home is only available in the UnitedKingdom.

At Home allows You to use Roadside serviceswithin 1/4 mile of Home or the place whereYou normally keep the Vehicle.

At Home does not cover:

• Rectifying failed repairs attempted by Youor someone on Your behalf;



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Cover is not available for:

1. Any labour costs other than those incurredat the roadside. We will not pay labourcosts at any garage to which the Vehicle istaken other than under paragraph 3 above;or

2. Repair costs, including labour, if the Vehiclewas in a road traffic accident, damaged byfire or stolen or is uneconomical; or

3. The cost of parts used for roadside orgarage repairs; or

4. The cost of any repairs not directlynecessary to enable the Vehicle to continuethe journey on the date of the Breakdown;or

5. The cost of any other supplies, includingbut not limited to Specialist Equipment.

If We cannot arrange the repair of the Vehiclewithin 12 hours of being notified of aBreakdown, cover is available for either:

(a) Additional accommodation expenses

A contribution of up to £30 per person per daytowards necessary additional (not alternative)accommodation expenses (room only) whileYou wait for the Vehicle to be repaired,providing the appropriate RAC control centrecan confirm repairs will take more than 12hours, or if it is to be repatriated to the UnitedKingdom.


1. The costs of meals or any other costs.

or

(b) Journey continuation or return home

If the appropriate RAC control centre canconfirm repairs to the Vehicle will take more than12 hours, or if the Vehicle is to be repatriated tothe United Kingdom, a contribution to travelexpenses to allow You to either:

(i) continue the planned journey during theperiod the Vehicle is not roadworthy; or

(ii) return Home by direct route.

Expenses can comprise self-drive car hire up toa maximum of 14 days including collisiondamage waiver (see "Important self-drive hirecar information") and replacement Green Cardas necessary, or second/standard class rail, or acombination of both.

RAC will in its sole discretion decide whichcourse of action to adopt, but RAC will take intoconsideration Your preference.

You must collect the Vehicle when repaired asonce the Vehicle is repaired and You have beennotified, RAC will not pay any further expensesother than the costs of collection.

This benefit is also available if the Vehicle isstolen and not recovered within 24 hours ofreporting the matter to the police. A policereport must be obtained. However, this benefitwill cease if and when the Vehicle is recoveredin a roadworthy condition.

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1. Fuel, oil, personal insurance, any collectioncharge if a hire car is left at a differentlocation to that arranged or any other costsin connection with self-drive hire car.

2. The cost of any car hire beyond the periodagreed with the appropriate RAC controlcentre.

3. Any car hire expenses after the Vehicle isrepaired except for the direct journey toreturn and collect it.

4. First class rail fares.

5. Any costs under this benefit if they are for aservice You used at the same time as theabove section "Additional accommodationexpenses".

6. International drop charges where a vehiclehired from abroad is dropped within the UK.

7. The costs of hiring a motorcycle.

8. Any hire costs not arranged through RAC oragreed by RAC.

If RAC can confirm that repairs cannot becompleted by Your planned return date to theUnited Kingdom and providing the cost ofrepatriation is not uneconomical, cover isavailable for either:

(a) Vehicle repatriation to the UnitedKingdom

The cost of taking the Vehicle by roadtransporter from abroad to Your Home orchosen UK repairer for repair in the UK.

When repatriation is authorised it normallytakes 10-14 working days for delivery to a UKaddress from most west European countries. Atbusy times and from east European countries itmay take longer.

If the Vehicle has been fitted with a roof box orbicycle rack, You must remove and place itinside the Vehicle. The roof box keys need to beleft with the Vehicle keys.


1. Any repatriation not authorised by theappropriate RAC control centre.

2. Repatriation if this is uneconomical.Repatriation will be uneconomical if it willcost more than the UK market value of theVehicle according to Glass’s guide.

3. Repatriation if the Vehicle is roadworthy.

4. Any claim if the Vehicle is being repatriatedand Customs in any country find itscontents are breaking the law.

5. Any further costs in connection with theVehicle once declared a write-off by Us.

or


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(b) Collection of vehicle left abroad forrepair

Cover is available for the following costs for oneperson to collect the Vehicle, repaired abroadafter Breakdown subject to an overall limit of£600:

1. Standard/second class rail fare plus otherpublic transport fares which are necessaryto reach the place of collection.

2. Additional homeward cross channel ferry orrail fare for the repaired Vehicle (calculatedby taking the actual fare less the value ofany unused homeward portion of Youroriginal cross channel ticket).

3. Up to £30 per night for single room hotelaccommodation necessary to complete theround trip – limited to room only.


1. First class rail fares.

2. The cost of any meals.

3. The costs of more than one person.

Note: The appropriate RAC control centre willmake the sole decision whether Your Vehicleshould be repaired abroad for You (or someonenominated by You) to return and collect. WhenYou are advised the Vehicle is repaired andready for collection You must immediatelynotify RAC European Support by telephoning0870 5 49 33 20, Monday-Friday 9am-5pm.

Authority for repatriation or repair

If the Vehicle is not able to be driven due to aroad traffic accident, fire, break-in or theft, anydamage which You are entitled to haverepaired by Your motor insurers must bereported to them immediately. Your insurersmust decide whether to declare the Vehicle as awrite-off, authorise repair abroad or have theVehicle repatriated. We cannot repatriate thevehicle unless Your insurers first give theirpermission.

RAC also reserve the right to negotiate withthem to reclaim costs incurred. If Your insurerscannot or do not give permission to repatriatethen it is RAC’s decision alone whether todeclare the Vehicle as a write-off, or repatriateor repair locally a Vehicle which cannot bedriven as a result of a Breakdown, or as a resultof a road traffic accident, fire or theft, for whichYou do not have fully comprehensive cover.

We will pay for:

1. Attendance of local breakdown or garageservices to repair the Vehicle at theroadside if possible, or

2. to tow it from the place of breakdown oraccident to the nearest local repairer whereYou may arrange repairs; and

3. Either:

(a) a contribution towards labour chargesat a garage if it is possible to effect therepairs necessary to enable the Vehicleto continue the journey on the date ofBreakdown; or

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(b) Inspection fees, in the event of aBreakdown, to confirm that the Vehiclecannot be repaired by Your returntravel date and Your request forassistance will include authorisation forUs to arrange this; and

4. Storage charges for the Vehicle whileawaiting repair or repatriation and

5. The cost of wheel changes but not forreplacement tyres. We will not pay for:

1. Any labour costs other than thoseincurred at the roadside. We will notpay labour costs at any garage to whichthe Vehicle is taken other than underparagraph 3 above; or

2. Repair costs, including labour, if theVehicle was in a road traffic accident,damaged by fire or stolen or isuneconomical; or

3. The cost of parts used for roadside orgarage repairs; or

4. The cost of any repairs not directlynecessary to enable the Vehicle tocontinue the journey on the date of theBreakdown; or

5. The cost any other supplies, includingbut not limited to specialist equipment.

If We cannot repair the vehicle within 12 hoursof being notified of a Breakdown, then We willpay for either:

(a) Additional accommodation expenses. Acontribution of up to £30 per person perday towards necessary additional (notalternative) accommodation expenses(room only) while You wait for YourVehicle to be repaired, providing theappropriate RAC control centre can confirmrepairs will take more than 12 hours, or if itis to be repatriated to the United Kingdom.

We will not pay for:

The costs of meals or any other costs

Or

(b) Journey continuation or return home If theappropriate RAC control centre can confirmrepairs to Your Vehicle will take more than12 hours, or if Your Vehicle is to berepatriated to the United Kingdom, acontribution to travel expenses to allow Youto either:

(i) continue the planned journey duringthe period Your Vehicle is notroadworthy; or

(ii) return Home by direct route. Expensescan comprise self-drive car hire up to alimit of 14 days including collisiondamage waiver and replacement GreenCard as necessary, or second/standardclass rail, or a combination of both. RACwill in its sole discretion decide whichcourse of action to adopt, but RAC willtake into consideration Your preference.


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You must collect the Vehicle when repairedas once the Vehicle is repaired RAC will notpay any expenses other than the costs ofcollection.

This benefit is also available if Your Vehicleis stolen and not recovered within 24 hoursof reporting the matter to the police. Apolice report must be obtained. However,this benefit will cease if and when YourVehicle is recovered in a roadworthycondition.

Additional services whilst abroad

Cover is available for the following ifapplicable:

Spare parts dispatch

If as a result of a Breakdown the Vehicle needsparts but these are unavailable locally the coveris available for:

1. Freight, handling and ancillary charges fordispatch of spare parts not obtainablelocally.

2. The fare for one person to collect parts fromthe appropriate railway station or airport.


1. The cost of parts themselves, which mustbe paid on receipt. When telephoning theRAC control centre You will be asked forYour credit card details. Alternatively Youwill be asked to pay for the part(s) direct tothe repairer.

Vehicle break-in, emergency repairs

In the event of damage to windows,windscreens or locks caused solely by forcibleentry, or attempted forcible entry, You MUSTreport the matter to the police beforecontacting Us or within 24 hours of contactingUs, and MUST obtain a written report from thepolice.

RAC will:

1. Treat the Vehicle as if a Breakdown hadoccurred and You will be entitled to all ofthe services set out in this document exceptrepatriation of the Vehicle.


1. Any costs if You do not obtain a policereport and submit it to Us within 14 days ofrequest.

2. Repatriation benefits as described underthe section entitled “Vehicle Repatriation tothe United Kingdom”.

Accidental damage to or loss of tent

Cover extends to:

A contribution to accommodation expenses ifduring the Duration of Cover You are campingand Your tent is damaged accidentally makingit unusable, or it is stolen. Alternatively, We mayat Our option authorise the cost of areplacement tent. If Your tent is stolen Youmust report the theft to the police within 24hours and obtain a written report.

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Cover does not extend to:

1. The cost of meals or any other costs.

2. Damage caused by weather conditions.

3. The cost of a replacement tent notauthorised by Us.

4. Any costs if Your tent was stolen and Youdo not report the theft to the police within24 hours and obtain a written report.

Urgent message relay service

Cover extends to:

The cost of relaying urgent messages from theappropriate RAC control centre to Yourimmediate relatives or close business associatesif the Vehicle cannot be driven because ofBreakdown, accident or fire or it is stolen.


1. The cost of non urgent messages ormessages to persons not described in theprevious paragraph.

2. The cost of relaying any urgent messagenot arranged through the appropriate RACcontrol centre.

Replacement driver

Cover extends to:

1. The cost of providing a replacement driverto drive the Vehicle and Your Party to Yourdestination or Home, if a registered doctordeclares You medically unfit to drive andYou are the only qualified driver.


1. Replacement driver cost if there is anotherqualified driver in The Party who is fit todrive.

2. For any costs associated with more thanone claim per journey abroad

Customs claims indemnity

Cover extends to:

1. Continental or Irish Customs claims for dutyif:

(a) the Vehicle is beyond economic repair as aresult of fire or theft abroad during thejourney and it has to be disposed of abroadunder Customs supervision; or

(b) it is stolen abroad during the journey andnot recovered. RAC will deal with necessaryCustoms formalities.

To arrange, please call: RAC European Support,0870 5 49 33 20Monday-Friday 9am-5pm.(Calls may be recorded and/or monitored).


Any import duties not relating to the Vehicle.


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Requirements and Limitations

A. Service in the UK and AbroadCredit card details

RAC will require Your credit card details if RACagree to arrange a service for You which is notcovered by Our agreement with RAC or if itexceeds the limits set out in this document. IfYou do not provide RAC with Your credit carddetails RAC will not be able to provide certainservices which will be notified to You whencredit card details are requested.

Motorcycles

Motorcycles are covered on the same basis asother vehicles. However, it is not possible forRAC to hire a motorcycle if a replacementvehicle is required. A hire car or alternativetransport will be arranged, whichever is mostsuitable. We are also unable to arrange hire ofa trailer for You to transport Your motorcycle.

Caravans and trailers

The Vehicle restrictions apply equally tocaravans and trailers except that the maximumlength of trailers and/or caravans must notexceed 7m. If the Vehicle which has suffered aBreakdown is towing a caravan or trailer andWe provide recovery, the caravan or trailer willbe recovered together with the Vehicle to asingle destination. Other than as set out in thisparagraph caravans and trailers are notcovered.

We do our best to find solutions to motoringproblems, but We regret We cannot arrange areplacement caravan or trailer in the event ofBreakdown or accident damage which cannotbe repaired. It is also virtually impossible to hirevehicles with tow bars and it may becomenecessary to repatriate a caravan or trailertogether with a towing vehicle which cannot berepaired abroad by the return date.

Unforeseeable losses or events

Except in relation to any claim You may havefor death or personal injury, if We are in breachof the arrangements under this contact, We willnot be liable for any losses or damages whichare not a reasonably foreseeable result of anysuch breach, for example, loss of profit, loss ofrevenue or anticipated savings, loss of contacts,or for any business losses.

We do not guarantee the provision of any ofthe benefits under this document, if there isanything beyond Our reasonable control or thereasonable control of any service providerwhich prevents Us or a service provider fromproviding that benefit. Benefits may be refusedif You or any of Your Party behaves in athreatening or abusive way to any personsproviding service.

Taxi Bookings

In some circumstances it can be quicker andeasier for You to arrange a taxi. We may askYou to make Your own arrangements for taxiservice. If so please send Your receipts to Usand We will reimburse You.

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Service providers

The garages, breakdown/recovery companies,repairers, car hire companies and other thirdparty service providers whose services arearranged by RAC on Your behalf and/or paidfor under this document by RAC on Your behalfare not approved by RAC. They are not agentsof RAC and RAC cannot be held liable for actsor omissions of such garages or other thirdparties. You are responsible for authorisingrepairs and making sure any repairs to theVehicle are carried out to Your satisfaction.

B. Service Abroad onlyMotor insurance

We strongly recommend You tell Your motorinsurers before taking the Vehicle abroad. IfYou do not, Your insurance policy will onlycover You for damage You might cause toother people or their property (third partycover). This means that You will not be coveredfor any loss or damage to the Vehicle. Yourinsurers will also need to know if You aretowing a caravan or trailer.

Availability of service in eastern Europe

Every effort is made by RAC to make sure that agood quality service is provided in easternEuropean countries but this may notnecessarily be to the same standards as inwestern Europe. The situation varies fromcountry to country but time delays may occur,telephones are sometimes not available,garage facilities may be inadequate, spare

parts are often not available, etc. You shouldalso be aware that unleaded fuel may not bewidely available.

Service in certain countries may becomedisrupted or unavailable due to prevailingconditions, for which RAC cannot acceptresponsibility. Information can be obtainedfrom the Foreign & Commonwealth Office –www.fco.gov.uk; or by telephoning The FCOTravel Advice Unit on: 0870 606 0290.

Important self-drive hire car information

RAC will normally try to arrange a hire carsimilar in seating capacity and volume to, butnot necessarily the same as, the Vehicle, if thereis one available. If You were travelling in anMPV or similar vehicle RAC may arrange twohire cars. RAC will only arrange this if there aretwo qualified drivers in Your Party. Otherwise,RAC will arrange alternative means of transport.

Self-drive car hire arranged will be subject tothe normal conditions of the hiring company.These will include limitations on driver age,driving convictions and other licenceendorsements etc. The driver must also haveheld a full UK driving licence or equivalent for aminimum of one year (2 years for France).

Your credit card details will also be required assecurity for the hire and to cover extras such astop up of the fuel tank when returning thevehicle. Car hire companies insist on havingcredit card details at the time of booking andthe card must be produced at the time of hiring

Requirementsand Limitationscontinued


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the car. The name on the credit card and thename of the driver of the hire vehicle must bethe same. Switch cards and debit cards are notacceptable. If You leave a hire car at a differentlocation to the one arranged by the RAC controlcentre You must pay any collection chargewhich may be made.

Please note that many car hire companiesacross Europe charge a damage excess which isnot covered by the collision damage waiver(CDW). This means that if the car is damagedduring the hire period You could be liable forthe equivalent of the first £150 – £550(approximately) and have Your credit cardcharged. In some cases the amount could behigher and varies according to hire company,category of hire car and location. The CDWcovers the amount above the excess.

In some parts of Europe hire cars are notallowed to cross national borders. In Greeceand eastern Europe international drop-offs arenot permitted. It may be necessary therefore toarrange two hires or alternative transport tocomplete Your journey. A car hired abroadmust not be brought into the United Kingdom.A second car hire will be arranged for theUnited Kingdom part of Your journey.

It cannot be guaranteed that a hire car will beavailable.

RAC cannot arrange the hire of motorisedcaravans, motorcycles, convertibles or vehicleswith tow bar, roof rack, roof boxes, automatic

gearbox, sports cars, 4x4 or luxury class vehiclesand cannot guarantee the hire of minibuses orvans.

RAC will not be responsible for any delays inobtaining a hired vehicle and cannot guaranteeto provide it in time to connect with Your pre-booked ferry, etc. You may have to collect ahired vehicle from the nearest available placeof supply.

Special requirements for vehicles with over9 seats

The supply of minibuses as a replacementvehicle can often prove difficult. When one isavailable the following regulations apply:

Drivers must be at least 21 years old and have afull year’s car driving experience. Specialdocuments and tachographs are mandatorythroughout the EU. For more informationcontact your local Department of TransportArea Office for details.

Repayment of credit

You must pay back to Us on demand:

(a) any costs We have paid for which are notcovered as described in this document;

(b) the cost of any spare parts supplied.

Spares dispatch

After You have asked the appropriate RACcontrol centre to dispatch parts You areresponsible for paying for them in full, even ifYou later obtain them locally.


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We will arrange the dispatch of parts as quicklyas possible but delays will occur at weekendsand bank holidays. We will not be responsiblefor manufacturers’ or suppliers’ errors, loss ordamage of parts in transit or any delay indelivery.

Exclusions (Service in the UKand Abroad)In addition to any limits and exclusions notedelsewhere Vehicles are not covered for;

1. Costs for anything which was not causedby the Breakdown.

2. Vehicles which have broken down as aresult of taking part in any motor sportevent or off road activity (including,without limitations rallies or stock carracing) which takes place off the road and/ or is not subject to the normal rules of theroad. However, vehicles participating inany event (such as a treasure hunt, touringassembly or navigational road rally), whichtakes place on, and comply with thenormal rules of the road will be covered.

3. The cost of all parts, garage, labour orother costs in excess of the limits set out inthis document. Please note these costs arelikely to be higher in Europe than in the UK.

4. Loss caused by any delay, whether thebenefit or service is being provided by RACor someone else (for example a garage,hotel, car hire company, carrier, etc).

5. Any incident affecting a vehicle hired byYou even if arranged for You by Us.

6. Routine servicing of the Vehicle, replacingtyres, missing or broken keys*, or replacingwindows. We may be able to arrange forthe provision of these Services but Youmust pay any costs incurred.

* Keys which are locked inside a Vehicle arecovered and We can arrange for acontractor to attend. However, anydamage which may occur in trying toretrieve the keys will be at Your risk.

7. Any claim caused directly or indirectly by:

(a) Your property being held, taken,returned, destroyed or damagedunder the order of any Government orother Authority;

(b) war, invasion, civil unrest, revolution,terrorism or any similar event.

8. Any claim caused directly or indirectly bythe overloading of the Vehicle and/or anycaravan or trailer.

9. Any claim as a result of Vehicle Breakdowndue to:

(a) running out of oil or water;

(b) frost damage;

(c) rust or corrosion;

(d) tyres which are not roadworthy.

(e) using the incorrect fuel.


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10. Any claim caused directly or indirectly bythe effect of intoxicating liquors or drugs.

11. Any claim where the Vehicle is being drivenby persons who do not hold a full UnitedKingdom or other recognised andaccepted driving licence.

12. Any claim which You have made underany other policy of insurance held by You.If the value of Your claim is more than theamount You can get from Your otherinsurance We may pay the differencesubject to limits and exclusions.

13. The cost of any transportation,accommodation or care of any animal.Any onward transportation is at RAC’sdiscretion and solely at Your risk. RAC willnot insure any animal during any onwardtransportation.

14. Any period outside Your Duration of Cover.

15. Any vehicle other than a car, motorcycle121cc or over, motor caravan, minibusfitted with not more than 17 seatsincluding driver, light van, estate car, MPVor 4 x 4 sport utility vehicle and providedthe vehicle conforms to the followingspecification:

– maximum legal laden weight of3,500kg (3.5 tonnes). This weight iscalled the Gross Vehicle Mass (GVM);

– maximum overall dimensions of:length 5.5 m; height 3m; width 2.25m(all including any load carried).

The Vehicle restrictions apply equally tocaravans and trailers except that the maximumlength of trailers and/or caravans must notexceed 7m. If the Vehicle which has suffered aBreakdown is towing a caravan or trailer andWe procure recovery, the caravan or trailer willbe recovered together with the Vehicle to asingle destination. Other than as set out abovecaravans and trailers are not covered.

In the Territory if the Vehicle requiresrepatriation We will arrange for repatriation ofthe caravan or trailer as well

16. Any claim by You unless You are aResident of the United Kingdom and theVehicle is registered with the DVLA inSwansea or Northern Ireland

17. Any Vehicle which is not roadworthy and ingood mechanical condition at least 7 daysbefore any booked journey within YourDuration of Cover. You must also makesure it is serviced as the manufacturerrecommends.

18. Any Vehicle carrying more persons thanrecommended by the manufacturer, up to8 persons maximum (including the driver).For minibuses the maximum is increasedto 17 persons (including the driver). Eachperson must occupy a separate fixed seatfitted during vehicle construction and tothe manufacturer’s specification.

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19. The Vehicle if it is unattended.

20. Any personal effects, valuables or luggageleft in the Vehicle or in any trailer, boat orcaravan or any other item being towed byor used in conjunction with the Vehicle.These are Your responsibility.

21. Specialist Equipment costs. We willhowever arrange for the specialist servicesif needed, but you will have to pay for anyadditional costs direct to the contractor.

22. Any costs which are not directly covered bythe terms and conditions of this cover.

Assistance Procedure andConditionsWhen providing assistance We make everyeffort to arrange on Your behalf all costs withinthe limits set out in this document. However, insome instances You may be asked to paylocally and reclaim costs on Your return to theUnited Kingdom. There may also be occasionswhen You arrange and pay for assistance directand wish to reclaim the cost.

RAC European Motoring Assistance claimsare handled by

RAC Customer CareRAC Motoring Services,RAC House,PO Box 200Walsall, WS5 4QZ

Telephone from the UK on 0800 1075861or from Europe on 00 44 (0)161 332 1040Fax: 01922 746528email: [email protected]

If You have paid any cost which You believe iscovered, please telephone RAC for a claim formimmediately on Your return Home, quotingYour reference and Vehicle registration number.When returning Your completed claim formYou should enclose relevant original receipts(not photocopies).

Receipts

You must keep all relevant original receipts (notphotocopies) as they will be needed for anyclaim. We may refuse to arrangereimbursement of expenses You are claimingback if You cannot provide original receipts orbills for the items You have paid.

Payment of claims depends on You complyingwith the following conditions.

1. You must make any claim on an RAC claimform, please bring Your claim to RAC’sattention as soon as You can (if possiblewithin 28 days) after You return to theUnited Kingdom. Claims which are not onan RAC claim form will not be accepted.This does not affect Your statutory rightsto take legal action or exercise any otherlegal remedy.


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2. If RAC pay out money for You RAC cantake over Your right to get that moneyback. You must cooperate with RAC asmuch as possible if requested by Us.

3. You must do all You can to preventaccident, injury, loss or damage, as if Youwere not covered.

4. You must forward to RAC any writ,summons, legal document or othercommunication about the claim as soonas You receive them.

5. You must obtain any original receipts,certificates, police reports, evidence, etcand give all the information and help Wemay need at Your expense. This includesmedical certificates and details of Yourhousehold insurance if necessary.

6. You must not admit liability or offer orpromise payment without RAC’s writtenpermission.

7. The Vehicle must be in roadworthy and ingood mechanical condition when Youcommence Your journey.

8. If any claim is found to be fraudulent inany way Your claim will be forfeited.

9. You must, within 7 days of any requestfrom RAC, send to RAC copies of anyEuropean accident statements (called a“Constat d’amiable” in France) and/or anypolice reports should You make a claimfollowing a road traffic incident.

General Policy TermsThis Policy is governed exclusively by EnglishLaw and any legal disputes in connection withthis Policy will be heard in an English Court only.This Policy is a contract between Us and You.We agree to pay for those costs set out in thisPolicy, which occur during the Period of Coverand for which payment of the appropriatepremium has been made and subject to theapplicable Policy terms and conditions.

Your telephone calls to and from Us may bemonitored and recorded for the purposes ofstaff training and quality assessment. Thiscomplies with Oftel regulations.

If the service You require is not provided forunder these Terms and Conditions, We will try,if You wish, to arrange it at Your expense. Theterms of, and any payment for, any such serviceare a matter for You and the supplier and Wewill not act as an agent. You cannot upgrade ordowngrade Your Policy.

Use of language

Unless otherwise agreed the contractual termsand conditions and other information relatingto this contract will be in English.

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Customer Information

Registration and RegulatoryInformationThis policy is administered by Covea Insuranceplc. Registered office: Norman Place, Reading,Berkshire RG1 8DA. Registered in England andWales No. 613259.

Covea Insurance plc is authorised by thePrudential Regulation Authority and regulatedby the Financial Conduct Authority and thePrudential Regulation Authority.Our Firm Reference Number is 202277.

The insurance cover is provided by RACMotoring Services (registered in England andWales No. 1424399) and/or RAC InsuranceLimited (registered in England and WalesNo. 2355834) both with a registered officeof RAC House, Brockhurst Crescent, WalsallWS5 4AW.

RAC Motoring Services are regulated by theFinancial Conduct Authority No. 310208.RAC Insurance Limited are authorised by thePrudential Regulation Authority and regulatedby the Financial Conduct Authority andPrudential Regulation Authority No. 202737.

You can check this on the Financial ServicesRegister by visiting the FCA’s websitewww.fca.org.uk/register or by contacting theFCA on 0800 111 6768.

Cancellation1. You are entitled to cancel Your Policy up to

14 days following the commencement (orrenewal) date of Your Policy or the dateYou receive Your Policy documents,whichever happens later.

2. If You have not made a claim within thefirst 14 days We will refund the cost ofYour policy.

3. If You use the service within the first 14days and decide to cancel You will not beeligible for any refund.

4. If You cancel the Policy after 14 days norefund or credit will be applied.

5. If You do not pay Your premium promptlyWe will cancel Your policy.

6. Your policy will automatically terminate inthe event that Your related motorinsurance policy is cancelled.

Cancellations can be made by writing to eitheryour broker

or

Motor Breakdown Cancellations, Covéa InsuranceNorman PlaceReadingRG1 8DA


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Caring for our customersWe and RAC are committed to providing Youwith the highest standard of service andcustomer care. We realise however, that theremay be occasions when You feel you did notreceive the standard of service You expect.Should You have cause for complaint aboutany aspect of the service provided to You,please contact RAC at the relevant addressindicated below, where RAC will work with Youto resolve Your complaint.

European related complaintsIf Your complaint relates to Services providedabroad please write to:

Breakdown Customer Care,RAC Motoring Services, RAC House,PO Box 200, Walsall, WS5 4QZ

Telephone from the UK on 0800 107 5861or from Europe on 00 44 (0) 161 332 1040(Calls may be recorded and/or monitored).Fax: 01922 746 528Email: [email protected]

Please note that the above number should onlybe used for complaints about RAC’s level ofservice, once You have returned Home. Anygeneral enquiries relating to repatriation,claims or other matters associated with OurEuropean Service should be directed to RACEuropean Support on 0870 5 49 33 20

We will deal promptly with Your query. UnlessWe can satisfactorily resolve Your complaintwithin 24 hours, We will send You anacknowledgment within 5 working days, alongwith a leaflet outlining Our complaintsprocedure, while We investigate Yourcomplaint further.

UK related complaintsIf Your complaint relates to Services providedin the UK please write to:

Breakdown Customer Care,RAC Motoring Services, RAC House,PO Box 200, Walsall, WS5 4QZ.

If You are dissatisfied with any other aspect ofRAC’s services, please contact Us at thefollowing address:

Membership Customer Care,RAC Motoring Services, Great Park Road,Bradley Stoke, Bristol, BS32 4ZZ

An acknowledgement that Your complaint hasbeen received will be sent to You within 5working days following which Your complaintwill be investigated on behalf of the ChiefExecutive.

If You have received Our final response to Yourcomplaint or it has been eight weeks since Yourcomplaint was made to Us, and You remainunhappy, You may be entitled to take Yourcomplaint to the Financial Ombudsman Service(FOS). Complaints that can be taken to the FOSare complaints about RAC Motoring Services’

Customer Informationcontinued

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insurance mediation activities for Roadside,Recovery and At Home products, andcomplaints about underwriting and insurancemediation activities for Onward Travel andEuropean Cover.

You should write to:Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SR

The Financial Ombudsman Service is anindependent body that arbitrates oncomplaints about general insurance products.Referral to the Financial Ombudsman Servicedoes not affect Your right to take legal actionagainst RAC Insurance Ltd. You have 6 monthsto refer Your complaint. Referral to theFinancial Ombudsman Service does not affectYour right to take legal action against RACInsurance Limited or RAC Motoring Services.

Financial Services CompensationSchemeWe are covered by the Financial ServicesCompensation Scheme (FSCS). You may beentitled to receive compensation from thescheme if We cannot meet our obligations.

Further information is available from theFinancial Services Compensation Scheme,10th Floor, Beaufort House, 15 St BotolphStreet, London EC3A 7QU. www.fscs.org.uk.

Data Protection ActThe information You provide is collected by oron behalf of Covéa Insurance and may be usedby Us, Our employees, agents and serviceproviders acting under Our instruction for thepurposes of insurance administration,underwriting, claims handling and to enable Usto detect fraud or loss.

We may use some of the information Youprovide for research, marketing or statisticalpurposes. We will not use Your information orpass it on to any other person for the purposesof marketing further products or services toYou. You can ask Us for more informationabout this. You should show this notice toanyone who has an interest in property insuredunder the Policy.

Providing information to Us signifies Yourconsent to it being used for these purposes.You must ensure that any information Yousupply relating to anyone else is accurate andthat You have obtained their consent on Ourbehalf to the use of their data for thesepurposes. If You have any queries about Ouruse of Your information please write to theData Protection Officer, Covéa InsuranceNorman Place Reading RG1 8DA.



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If the broker or intermediary You have used toobtain this Policy ceases to carry on business, tootherwise trade or to be authorised andregulated by the applicable body as aninsurance intermediary, We may transfer Yourpersonal data and information to anotherinsurance intermediary who will continue toeffect insurance cover for You. Please let Usknow if You do not want Us to share Yourpersonal data and information with anotherinsurance intermediary as described above.


Covéa InsuranceNorman PlaceReadingRG1 8DATelephone:0330 221 0444Fax: 0118 955 2211

www.coveainsurance.co.uk

Covea Insurance plcRegistered Office: Norman Place, Reading, Berkshire RG1 8DARegistered in England and Wales No. 613259Authorised by the Prudential Regulation Authority and regulated by theFinancial Conduct Authority and the Prudential Regulation Authority No. 202277

This policy is underwritten by RAC Motoring Services (registered in England No.01424399) and/or RAC Insurance Limited (registered in England No. 2355834)both with registered office of RAC House, Brockurst Crescent, Walsall WS5 4AW

RAC Motoring Services are regulated by the Financial Conduct Authority No. 310208 RAC Insurance Limited are authorised by the Prudential Regulation Authorityand regulated by the Financial Conduct Authority and the Prudential RegulationAuthority No. 202737

P118F 03/16

Documents

Motor Breakdown provided by RAC - Home | Covéa Insurance · time You took out Your Policy. • The use of Recovery as a way to avoid paying repair costs. • Service within 24 hours