VEHICLE BREAKDOWN ASSISTANCE ROADSIDE, RECOVERY AND HOME INSURANCE DOCUMENTS Contents ChoiceQuote Assistance Policy Summary 2 ChoiceQuote Assistance Terms and Conditions 3 Definition of words and phrases used in this policy 3 Your ChoiceQuote Assistance Policy 4 Roadside Assistance 4 Home Assistance 5 Recovery service 6 General Terms and Conditions 6 Service Control - Call-Out Limits 9 Compliments and Complaints 10 Customer Notes 12 ChoiceQuote Assistance Policy Vehicle specifications (see page 4): • Service is only available to Vehicles which comply with SMS text messaging is available for use by deaf, hard of hearing or speech impaired customers in a ChoiceQuote Assistance Summary the stated weight & width restrictions of 3.5 tonnes laden and max width restriction of 7ft 6in (2.3m). Breakdown situation by sending an SMS to 07900 444 999. Terms and Conditions Demands and needs statement General Terms and Conditions (see pages 6-9) 5. What if I need to make a complaint about Definition of words and phrases used in this policy This ChoiceQuote Assistance policy has been provided to • Assistance is not available following a Breakdown or ChoiceQuote Assistance? Some common terms are used to make this Policy easier You in order to meet Your Breakdown needs. accident attended by the police or other emergency If You wish to register a complaint, please make contact: to understand. Wherever the following words or phrases service, until the Vehicle’s removal is authorised. If the appear they will always have the meaning set out below. Summary of Cover police insist on recovery by a third party, the cost of By phone: 0845 607 6727. ‘AA’ This policy summary provides You with basic details this must be met by You. In writing: ChoiceQuote Assistance, Customer Care, AA, means the relevant insurer of the Breakdown cover of Your ChoiceQuote Assistance which provides • Transport of any animal is discretionary, and horses Lambert House, Stockport Road, Cheadle, Cheshire SK8 being The Automobile Association Limited for Roadside assistance in connection with Your ChoiceQuote Vehicle and livestock will not be recovered. 2DY. Assistance, Home Assistance and Recovery Service in the insurance policy. In the UK, roadside assistance, home By email: customersupport@theAA.com United Kingdom. assistance and recovery are provided by The Automobile • Routine maintenance, running repairs, the cost of Association Limited (AAL). Please note that while most spare parts, fuel, oil, keys, specialist lifting equipment, ‘Breakdown’ garage or other labour required to repair Your Vehicle 6. Are the insurers covered by the Financial means an event – of the Terms & Conditions relating to ChoiceQuote Assistance apply to all Channel Islands and Isle of Man are excluded as is the provision of service on private Services Compensation Scheme (FSCS)? property without the relevant permission. (a) which causes the driver of the relevant Vehicle customers, there are some variations depending on the AA is an insurer of Breakdown assistance services cover to be unable to start a journey in the Vehicle or type of cover You have purchased. • Service is discretionary where it is requested to deal that is exempt from authorisation under the Financial involuntarily brings the Vehicle to a halt on a journey with the same or a similar fault or cause of Breakdown Services and Markets Act 2000 and is not covered by because of some malfunction of the Vehicle or Please note this is not a statement of the full Terms and to that attended in regard to the same Vehicle within Conditions , which can be found in the ‘ChoiceQuote the FSCS. failure of it to function, and after which the journey the preceding 28 days. cannot reasonably be commenced or continued Assistance Policy’ section of this booklet, and which should be read in conjunction with this summary. Your • the driver must be with the Vehicle at the time of in the relevant Vehicle; provided always that any cover runs concurrently with, subject always to the terms Breakdown and assistance. part or other failure shall not be considered to be of, Your ChoiceQuote Vehicle insurance cover. If Your • Service will be refused and may be cancelled if anyone a Breakdown unless it results in the Vehicle not ChoiceQuote Vehicle insurance cover is terminated Your behaves in an abusive or threatening manner, or if the working as a whole. rights to service from the AA also cease immediately. AA is owed money. ‘Driver’ means the person named in Your current certificate of 1. What are the main features/benefits of Service control (see page 9) motor insurance and any/or person authorised to drive ChoiceQuote Assistance? • Please note that further charges may be required if the the Vehicle. maximum number of call-outs of 4 in any policy year is • Roadside Assistance - Assistance at the roadside if exceeded. ‘Resident Island’ You are broken down more than 1/4 mile from home. means whichever of the Channel Islands or Isle of Man is Tow to a local garage for You, Your Vehicle and up to 3. What if I want to cancel my ChoiceQuote the island on which the customer permanently resides. 7 passengers (or the Vehicles capacity whichever is Assistance? ‘Your Home Address’ smaller) if the AA is unable to fix Your Vehicle at the means the address which ChoiceQuote and/or the AA roadside. You have the right to cancel Your ChoiceQuote has recorded as Your Home Address at the time of the Assistance cover within a 14 day ‘cooling off period’, relevant Breakdown or accident. • Home Assistance - Provides the benefits outlined commencing either from the agreement of the contract, under Roadside Assistance, if You break down within or the receipt of Your policy documents, whichever ‘You , Your’ a quarter of a mile from home. Recovery Service is not happens later. The following refund policy will apply for means the person named in Your current certificate of available in Home Assistance situations. customers cancelling within the cooling off period: motor insurance and/or any person authorised to drive • Recovery Service - Recovery to any single UK You will receive a full refund less the cancellation the Vehicle. destination of Your choice if the AA is unable to fix administration charge that Automobile Association ‘Your Vehicle’ Your car at the roadside or arrange a prompt local Insurance Services Limited make. means the Vehicle as described in Your current certificate repair. Subject to any other statutory rights You may have, there of motor insurance for which the applicable premium 2. Are there any significant exclusions or will be no refunds following the cooling off period. has been paid. limitations to my ChoiceQuote Assistance? 4. What if I need to make a call-out? Full details of the restrictions which apply to Should You need Breakdown assistance, simply call the ChoiceQuote Assistance can be found within the General number below: Terms & Conditions section of this booklet, however the key restrictions are: 0800 975 8335 • Territorial limit You will need to quote Your Vehicle registration, make and model and details of the Breakdown and Your The territorial limit for United Kingdom is Great Britain, location. Northern Ireland, the Channel Islands and the Isle of Man. PAGE 2 PAGE 3 Your ChoiceQuote Assistance Roadside Assistance (b) following a Breakdown on Your Resident Island, be taken together with the driver and up to a maximum Home Assistance Policy Provided by The Automobile Association Limited of seven passengers (see General Terms & Conditions, clause 1g) to a single destination of Your choice on Provided by The Automobile Association Limited What is covered for UK Breakdowns the customer’s Resident Island. If there are more What is covered Your ChoiceQuote Assistance includes: people than the maximum allowed, the AA will • Roadside Assistance is available if Your Vehicle is • Home Assistance provides access to the same service • cover only for Your Vehicle as stipulated upon Your stranded on the highway more than a quarter of a seek to arrange, but will not pay for, their onward as is available under ‘Roadside Assistance’, following certificate of motor insurance. mile from Your Home Address following a Breakdown transportation. a Breakdown or accident at or within a quarter of a • Breakdowns either at home or on the road in the UK or accident. • The AA will make a telephone call at Your request mile of Your Home Address. Recovery Service is not • recovery service to take You, Your Vehicle and up to • If, following a Breakdown, a Patrol or appointed following a Breakdown. available in Home Assistance situations. seven passengers to Your Home or any other single agent cannot fix Your Vehicle within a reasonable • Please note that any contract for repair, other than UK mainland destination, if the AA can’t arrange a time, it will be taken to the AA’s choice of appropriate repairs carried out by the AA or its agent at the What is not covered prompt local repair. local repairer or to a local destination of Your choice, roadside under Your ChoiceQuote Assistance, is • All things excluded under ‘Roadside Assistance’ ‘What • Breakdown and recovery services for the territory and provided it is no further. between the person requesting the repair and the is not covered’. the General Terms and Conditions. • The AA will make a telephone call at Your request repairer – it is not the AA’s responsibility to instruct following a Breakdown. the repairer to undertake any work required or to Vehicle specifications pay them for it. The AA does not guarantee that any • Please note that any contract for repair, other than recovery to an appropriate local repairer will be within Breakdown Assistance is only available for cars, vans, repairs carried out by the AA or its agent at the minibuses or motorcycles which meet the relevant the opening hours of the repairer, or that the repairer roadside under Your ChoiceQuote Assistance, is will be immediately available to undertake any specifications set out below. Please note that ‘car, van, between the person requesting the repair and the minibus or motorcycle’ does not include, amongst other required repair. Whilst the AA will endeavour to check repairer – it is not the AA’s responsibility to instruct that the chosen repairer carries out the type of repair things, electric pavement Vehicles, electrical wheelchairs, the repairer to undertake any work required or to bicycles (including electric bicycles), any Vehicle which work required, this cannot be guaranteed and the pay them for it. The AA does not guarantee that any AA does not provide any assurance or warranty with cannot lawfully be used on the public highway and/or recovery to an appropriate local repairer will be within any non-motorised Vehicle. respect to any work carried out at Your request by any the opening hours of the repairer, or that the repairer third party repairer. • Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross will be immediately available to undertake any Vehicle weight laden required repair. What is not covered • Maximum Vehicle Width: 7ft 6in (2.3m) • Whilst the AA will endeavour to check that the chosen • The cost of spare parts, petrol, oil, keys or other repairer carries out the type of repair work required, materials required to repair Your Vehicle or any Assistance will also be provided for a caravan or trailer this cannot be guaranteed and the AA does not which was on tow at the time of the Breakdown, supplier delivery or call-out charges related to these provide any assurance or warranty with respect to any items. provided that it falls within the above limits. work carried out at Your request by any third party • The cost of any labour, other than that provided by the repairer. AA or its agents under Your ChoiceQuote cover at the What is covered for Channel Island & Isle of Man scene of the Breakdown or accident. customers • Any additional transport or other costs that You might incur or any incidental expenses that may arise • Roadside Assistance is available to You in the UK and during a recovery. The AA cannot accept any costs for on Your Resident Island (for Channel Island residents passengers who do not accompany the Vehicle while it this will include both Jersey and Guernsey) if Your is being recovered. Vehicle is stranded on the highway more than a quarter of a mile from Your Home Address following a • Routine maintenance and running repairs e.g. radios, Breakdown or accident; interior light bulbs, heated rear windows. • If, following a Breakdown, a Patrol or appointed agent • Assistance following a Breakdown or accident cannot fix Your Vehicle within a reasonable time, Your attended by the police, highways agency or other Vehicle, together with the driver and up to a maximum emergency service, until the services concerned of seven passengers, will; have authorised the Vehicle’s removal. If the police, highways agency or emergency service insist on (a) following a Breakdown in the UK or, for Channel recovery by a third party, the cost of this must be met Island residents only, in whichever of Jersey or by You. Guernsey is not Your Resident Island, be taken to the AA’s choice of appropriate local repairer or, • A second or subsequent recovery, after Your Vehicle alternatively, to a local destination of Your choice, has been recovered following a Breakdown or provided it is no further, and accident. • All things excluded under General Terms and Conditions (see pages 6-9). PAGE 4 PAGE 5 j. Transporting from trade premises Recovery Service General Terms and Conditions The transportation of immobilised Vehicles where the General rights to refuse service Please note: if a customer is refused service by the Provided by The Automobile Association Limited AA considers this to be part of a commercial activity, AA the customer has the right to an explanation in General exclusions for example, to, from or for motor dealers or delivery writing (see ‘Compliments and Complaints’ page 10 for What is covered 1. ChoiceQuote Assistance does not provide cover under companies; Customer Care contact details). • Recovery Service is available when the AA provides the UK Assistance or European Assistance sections of this policy for the following: k. Locksmiths, tyre, glass or bodywork specialists costs 2. The AA reserves the right to refuse to provide or Roadside Assistance service and the AA cannot arrange Breakdown assistance under the following arrange a prompt local repair. a. Any Vehicle servicing or re-assembly The cost (including any call-out charge) of any locksmith, circumstances: • Recovery service provides recovery of Your Vehicle, glass or tyre specialist, should the AA consider this to be For example, where this is required as a result of neglect required. The AA will endeavour to arrange this help on a. Repeat Breakdowns within 28 days together with the driver and up to a maximum of or unsuccessful work on the Vehicle (including, but not seven passengers to any single destination of Your Your behalf, however it will not pay for these specialist Where service is requested to deal with the same or limited to, DIY Vehicle maintenance), other than that on services and any contract for services provided will be choice in the UK Channel Islands and Isle of Man (see the part of the AA or its agents; similar cause of Breakdown to that which the AA also General Terms & Conditions, clause 1g, page 6). between You and the relevant specialist. If, in the AA’s attended within the preceding 28 days. It is Your For Channel Island residents, and for these purposes b. Garage labour costs reasonable opinion, Your Vehicle requires recovery to responsibility to make sure that emergency repairs only, recovery can be to any single destination on such a specialist to be mobilised and, to effect that carried out by the AA are, where appropriate, followed as The cost of garage or other labour required to repair recovery, specialist lifting equipment not normally either Jersey or Guernsey Your Vehicle, other than that provided by the AA or its soon as possible by a permanent repair. Nothing in this carried by AA Patrols is required, the AA will arrange provision shall affect any rights You may have in relation agents at the scene of the Breakdown or accident; the recovery but at Your cost. If use of a locksmith or What is not covered to any negligence or breach of contract or breach of any • All things excluded under ‘Roadside Assistance’ c. Fuel draining other specialist would, in the AA’s opinion, mobilise other legal duty on the part of the AA or its agents; ‘What is not covered’. the Vehicle, no further service will be available for the Any costs of draining or removing fuel, lubricants Breakdown in question; b. Unattended Vehicles or other fluids as a result of the introduction of an inappropriate substance. The AA will arrange for Your l. Specialist lifting equipment You are not with Your Vehicle at the time of the Vehicle, the driver and up to 7 passengers to be taken to Breakdown and You are unable to be present at the time The cost of any specialist lifting equipment (not normally assistance arrives; a local garage or another appropriate location of Your carried by AA Patrols), if this is, in the view of the AA, choice, provided no further, but You will have to pay for required to provide assistance e.g. when a Vehicle has c. Unsafe or unroadworthy Vehicles any work required; left the highway, is standing on soft ground or is stuck Where in the AA’s reasonable opinion, Your Vehicle was, d. Failure to carry a serviceable spare in snow or floodwater. In these instances, the AA will immediately before the relevant Breakdown or accident, arrange recovery but at Your cost. Once the Vehicle has dangerous, overladen, unroadworthy or otherwise Any additional charges resulting from Your failure to been recovered to a suitable location, normal AA service carry a legal and serviceable spare wheel or tyre, except unlawfulto use on a public road; will be provided in keeping with Your ChoiceQuote cover; where this is not provided as manufacturers’ standard d. Assisting where unsafe or unlawful activities equipment. The AA will endeavour to arrange on Your m. Transporting animals behalf, but will not pay for, assistance from a third party; In the AA’s reasonable opinion, and other than solely as The transportation or arrangement of the transportation a result of a failure on the part of the AA, the giving of e. Vehicle storage of any animal (guide dogs or hearing dogs to be service would involve any breach of the law (including, transported together with their owner, where the AA without in any way restricting the type of breach being Having Your Vehicle stored or guarded in Your absence; will provide transportation unless this is not possible referred to under this sub-clause, a breach of the AA’s f. Vehicles on private property for health and/or safety reasons). The AA will not health and safety duties); The provision of service when Your Vehicle is on private recover horses or livestock. If the AA does, at its absolute discretion, agree to transport any animal, then this will e. Delay in reporting property e.g. garage premises, unless You can establish that You have the permission of the owner or occupier; be at Your own risk. It is Your responsibility to secure In the AA’s reasonable opinion, there has been an any animal being transported or to make alternative unreasonable delay in reporting the Breakdown; g. Excess passenger loads arrangements for its transportation; f. Cannot verify cover The provision of service to or for any persons in excess of n. Participation in sporting events the number of seats fitted in the Vehicle at the time of Where we are unable to verify that the appropriate Breakdown, or to anyone who was not travelling in the Assistance for Vehicles broken-down as a result of taking ChoiceQuote Assistance cover entitlement is held, relevant Vehicle at the time of the Breakdown. If there part in any ‘Motor Sport Event’, including, without the AA reserves the right to refuse service. However if are more people than the maximum allowed, the AA limitation, racing, rallying, trials or time-trials or auto You are unable to prove entitlement to service or You will seek to arrange, but will not pay for, their onward test. However, for the avoidance of doubt, the AA does are aware that You do not hold entitlement to an AA transportation; not consider “Concours d’elegance” events, track test service, the AA may, at its discretion, offer service on the days for road-legal Vehicles or rallies held exclusively on immediate payment (by credit, debit or switch card) of a h. Ferry, toll charges etc open public highways where participants are required to charge to cover the cost of delivering the required service Any ferry, toll or congestion charges incurred in comply with the normal rules of the road, to be Motor on that occasion. The chargepaid will be fully refunded if connection with Your Vehicle as a result of it being Sports Events. it can be established to the AA’s reasonable satisfaction recovered; that the relevant level of service entitlement was held at the time of the Breakdown. Without prejudice to Your i. Recovering Vehicles from trade or auction statutory rights, no refunds will be given if entitlement to The recovery of any Vehicles bearing trade plates or cover cannot be proved, or simply because Your Vehicle which the AA has reason to believe have just been cannot be fixed at the roadside; imported or purchased at auction; PAGE 6 PAGE 7 g. Unreasonable behaviour Outside of any relevant cooling off period (on joining or Enforcement of Terms and Conditions Where the AA reasonably considers that You: renewal) the following will apply: 12. Failure to enforce or non-reliance on any of these Service Control - Call-Out Limits i. or anyone accompanying You, is behaving or has Subject to any other statutory rights the Customer may Terms & Conditions by the AA will not prevent the AA have, there will be no right to cancel (and therefore no from subsequently relying on or enforcing them. Important: Please read the following information behaved in a threatening or abusive manner to AA carefully. employees, Patrols or agents, or to any third party refund of the Breakdown cover premium). 13. None of the Terms & Conditions, or benefits, of contractor; or The AA shall have the right to cancel if: the cover agreement with the AA are enforceable by Outlined below are the call-out limits that apply to anyone else other than the Driver. For the avoidance of ChoiceQuote Assistance within each subscription year. ii. have falsely represented that You are entitled to 8. Service Control is designed to keep cover affordable by services that You are not entitled to; or doubt, and without limiting the above, any rights under a. the AA has been entitled to refuse service under The Contract (Rights of Third Parties) Act 1999, or any making sure that high use by a minority of customers iii. have assisted another person in accessing AA clause 2g, page 8; replacement or amendment of such act, are excluded. is avoided. This policy applies to all persons requesting services to which they are not entitled; or b. the maximum number of call-outs, as set out in the ChoiceQuote Assistance in the UK. 14. You will not become members of the AA by virtue iv. owe the AA money with respect to any services, spare AA’s Service Control policy on page 9, has been reached of only being entitled to any benefits under this parts or other matters provided by the AA or by a or exceeded. Further charges during a 12 month reference ChoiceQuote Assistance policy. third party on the AA’s instruction. period Changes to Terms and Conditions Use of headings The AA has limits on the number of call-outs that can Additional services 9. ChoiceQuote and/or the AA reserve the right to make 15. The headings used in this booklet are for be made in any 12 month period starting from the date 3. Any additional services made available by the AA changes to the Terms and Conditions of cover, on the convenience only and shall not affect the interpretation Your ChoiceQuote Assistance policy begins. If, within which are not described in these Terms and Conditions giving of at least 30 days’ written notice. of its contents. a 12 month reference period, the relevant permitted are provided on a purely discretionary basis and may be maximum total of call-outs is reached, the AA will be withdrawn at any time. Matters outside the AA’s reasonable control Interpretation: use of English law and language entitled to charge for each and every subsequent call-out 10. While the AA seeks to meet the service needs of 16. Your ChoiceQuote Assistance cover and these Terms for the rest of the relevant 12 month period. Use of agents customers at all times, its resources are finite and & Conditions are governed and should be interpreted 4. Service from dedicated AA Patrols is subject this may not always be possible. The AA shall not be Service limit for ChoiceQuote customers: by the laws of England and Wales. The EEA State for to availability and may be supplemented by use liable for service failures where the AA is faced with the purpose of cover is the United Kingdom. The Terms • 4 call outs in total of appropriate agents. The AA will only accept circumstances outside its reasonable control. Events & Conditions of cover are written in English and all responsibility for the actions of an agent where the which might constitute circumstances outside the AA’s correspondence entered into shall be in English. agent is acting on the AA’s instruction. reasonable control include (but are not limited to) Acts of God, outbreak of hostilities, riot, civil disturbance, acts Requests for assistance of terrorism, acts of government or authority (including 5. All requests for assistance must be made to the AA the refusal or revocation of any licence or consent), using the contact instructions provided by ChoiceQuote fire, subsidence, explosion, flood, snow, fog or other from time to time. If You contact a garage direct, You bad weather conditions, Vehicle, equipment or systems will have to settle its bill and the AA will be under no failures, shortages of fuel or other necessary supplies, obligation to reimburse You. failure of telecommunications lines or systems, default of suppliers or subcontractors, theft, malicious damage, Emergency nature of Breakdown service strike, lock out or industrial action of any kind. 6. AA Patrols are trained and equipped to carry out emergency roadside repairs and are not in a position to Exclusion of liability for loss of profit etc comment on the general safety or roadworthiness of a 11. The AA shall not, in any event, and to the extent Vehicle after a Breakdown or an emergency repair. In permitted by law, have any responsibility for (a) any addition, completion of an emergency repair cannot be increased costs or expenses; or, taken to signify or in any way guarantee the general (b) any loss of: roadworthiness of the Vehicle concerned. (i) profit; or Cancellation of Cover (ii) business; or 7. You have the right to cancel Your ChoiceQuote (iii) contracts; or Assistance cover within a 14 day ‘cooling off period’, commencing either from the agreement of the contract, (iv) revenue; or or the receipt of Your policy documents, whichever (v) anticipated savings; or happens later. The following refund policy will apply for (c) for any special or indirect losses incurred as a result of customers cancelling within the cooling off period: or in connection with any service, whether resulting from You will receive a full refund less the cancellation tort (including negligence or breach of statutory duty), administration charge that Automobile Association from breach of contract or otherwise. For the avoidance Insurance Services Limited make. of doubt, nothing in this clause or these Terms and Please note that there will be no separate or additional Conditions shall exclude or restrict the AA’s liability for cooling off period(s) during the Subscription Year, negligence resulting in death or personal injury. regardless of any changes that are made to the cover. PAGE 8 PAGE 9 Compliments and Complaints If You wish to register a compliment or complaint about the services You have received from The AA, please contact: By phone : 0845 607 6727 In writing: ChoiceQuote Assistance,Customer Care, AA, Lambert House, Stockport Road, Cheadle, Cheshire SK8 2DY. By e-mail: customersupport@theAA.com It is the AA’s policy to acknowledge any complaint within five working days. The AA will advise You of who is dealing with Your concerns and, where possible, provide a response. AA company details The Automobile Association Limited is incorporated with limited liability in Jersey number 73356. Registered Office: 22 Grenville Street, St Helier, Jersey JE4 8PX, Channel Islands. It is an insurer of Breakdown assistance services cover that is exempt from authorisation under the Financial Services and Markets Act 2000. Head Office (Registered Branch Office): Fanum House, Basingstoke, Hampshire RG21 4EA. Branch registered in England and Wales number BR004875. PAGE 10 PAGE 11 Customer Notes Customer Notes PAGE 12 PAGE 13 ChoiceQuote Personal Insurance Trafalgar House, 110 Manchester Road, Altrincham, Cheshire, WA14 1NU. Monday - Friday 8.00am - 8.00pm, Saturday 9.00am - 5.00pm, Sunday 10.00am - 4.00pm. Tel: 0800 731 8509 Fax: 0161 927 2404 Email: email@example.com Web: www.choicequote.co.uk ChoiceQuote Personal Insurance is a trading style of Carole Nash Insurance Consultants Ltd registered in England and Wales No 2600841. Carole Nash Insurance Consultants Ltd is authorised and regulated by the UK Financial Services Authority.