Who are your recovery agents?

Our breakdown and roadside recovery operator is called AXA Assistance. It is part of the giant AXA Insurance organisation and is one of the largest insurance companies in the world. It is in fact the largest breakdown/recovery provider in Europe. It operates as a discreet, unbranded provider for a whole host of insurance companies/motor manufacturers across Europe (Harley Davidson for example). They provide their service using a network of very select private independent garages and agents

How long will it take to attend an incident?

AXA Assistance are contracted to arrive at a breakdown within 30 minutes for 60% of all the calls it receives, and within one hour for the remaining 40%. However in actuality it has recently been achieving a 31minute response time overall which is at the forefront of the industry.

Are there any restrictions to vehicle age/size?

Cover is available for private cars or motorcycles which are under 16 years of age (11 years within Europe), do not exceed 3,500 kg in gross weight, 5.1m in length, 1.95m in height and 2.1m in width.

Do you cover caravans/trailers?

Yes. If your vehicle breaks down whilst towing a caravan or trailer we will recover your vehicle together with the caravan or trailer providing they do not exceed the following dimensions: 8m in length, 3m in height and 2.25m in width. You must carry a serviceable spare tyre and wheel for your vehicle, caravan or trailer, if it is designed to carry one.

What if I break down and parts are necessary to do the repair at the roadside?

At the roadside you will be asked to pay for them. If they are parts covered by a mechanical breakdown insurance warranty you can claim them back by calling your warranty telephone number and then sending the receipt to them.

What if the garage wants my car overnight?

Ring the emergency help line and discuss the matter with them. If you are on a journey they will offer you some alternatives; trains, buses or alternative transport up to a specified cost ; or a 24 hr car hire option is available; whatever the situation our trained staff will help you to decide upon the best course of action

What if I break down at home?

Home rescue is part of the BreakdownCare Plus service. If you opted for the less expensive. BreakdownCare option, then you will not be covered but, if requested, our operator will attend at your additional cost

What if I break down a long way from home?

Ring the emergency number and the help line staff will despatch help immediately. The rescue unit that attends to you will aim to get the car mobile at the roadside by making a repair. If we cannot repair it we will move it to the nearest service centre, usually within 15 miles. If you have BreakdownCare Plus, movement to home or your end destination (or nearest repair centre at either of those locations) will also be offered.

Will the roadside recovery team come out whatever the circumstances?

Yes indeed, breakdown, accidents, punctured tyres and running out of fuel etc. The only situation in which you might be better advised to seek help elsewhere would be the case of lost keys. That situation is not strictly a breakdown and it would be quicker for you to call an authorised dealer directly for replacement keys to be cut.

What if someone else is driving my car and they have a problem?

The scheme covers the car; therefore anyone driving it can access the helpline in the same way as you. The numbers to call are featured in your Policy Document.

What if I am driving someone else's car?

BreakdownCare and BreakdownCare Plus cover the car you register, not you in another person's vehicle. You would have to check the cover that the other person has on their vehicle.

Does the scheme work the same in Europe?

Yes, if you purchase BreakdownCare Plus. Your Policy Document details the lines that you ring if travelling in Europe and a problem arises. You will be put through to English speaking staff who will organise assistance. If you have a warranty keep the receipts and claim back when you return, ideally letting the authorisation centre know from abroad that work is being carried out.

What if I have had an accident?

We will recover your vehicle from the scene of an accident if it is immobilised and will offer similar solutions as if you had broken down to ensure the minimum inconvenience.

Do you attend for Windscreen and Tyre failures?

Yes, we will arrange, at your or your insurance company's cost, for your vehicle's windscreen or tyres to be replaced at the roadside.

What are the Lifestyle services?

Just call us for hotel, restaurant and golf course referral or booking, event information, message relay, gift delivery and lots more