Terms and Conditions
Plan Assist’s motor claims management service and homestart breakdown recovery service are administered by WiseCall Claims Assistance Limited. Please make sure you have read and understand the document.
Definitions
You/Your
The person who has purchased membership of the scheme and any passengers (up to a maximum of seven) other than a hitch-hiker.
We/Us/Our
WiseCall Claims Assistance Ltd or Our appointed agents. All agents are members of the RRRA, Road Rescue Recovery Association.
Vehicle
The Vehicle insured being either private car, motorcycle, commercial van, normally kept at Your permanent home address. Cover extends to any caravan or standard trailer attached to the Vehicle at the time of the Breakdown. The Vehicle excluding any caravan or trailer must not weigh more than 3.5 tonnes gross vehicle mass, maximum length 7m, height 3m and width 2.25m.
Territorial Limits
Mainland Great Britain, Northern Ireland, and the Channel Islands.
Breakdown
Mechanical or electrical failure, accident damage, vandalism, fire or theft damage which renders the Vehicle immobile.
Period of Cover
The Cover is only operative if the premium has been paid and the Vehicle is insured and expires on the same day as Your current certificate of motor insurance but not exceeding a 12 month period. Should the Vehicle not be insured then You will personally be liable for any costs incurred and must reimburse Us within 14 days.
The Services Provided
1. Homestart and Roadside Assistance
Should Your Vehicle suffer a Breakdown We will arrange and pay for:
Callout and up to one hours labour for assistance at Your home address or the roadside to carry out repairs to the Vehicle. If repairs are not possible, Recovery of You and the Vehicle to the nearest suitable repairer. The choice of repairer will be at our discretion and You will be responsible for paying any labour costs and parts costs directly to the repairer.
2. Vehicle Recovery/Onward Transportation to Your original Destination within the Territorial Limits
If repairs to the Vehicle are unable to be completed on the same day as the Breakdown We will arrange and pay for:
The transportation of the Vehicle along with You to either Your home address OR Your original destination within the Territorial Limits OR to a repairer of Your choice. Only one destination may be chosen. If a repairer is elected by You then You will be responsible for any labour costs and any parts costs incurred as a result of You authorising repairs to that garage.
IN THE EVENT OF A BREAKDOWN CONTACT – 0844 826 9092
You Must Have Your Vehicle Details and Precise Location Ready.
ONLY THE VEHICLE INSURED IS COVERED UNDER THIS BREAKDOWN SCHEME. ANY COSTS INCURRED FOR ASSISTANCE REQUIRED ON A VEHICLE NOT INSURED WILL BE CHARGEABLE TO YOU.
What is Not Covered
This section applies to all sections of The Services Provided.
1. The costs of any parts used to repair the Vehicle, either at the roadside or at a repairing garage.
2. Any labour costs in excess of one hour for assistance at the home address or at the roadside.
3. Toll and sea transit charges for the Vehicle.
4. The recovery of the Vehicle if repairs are able to be complete at the roadside or home address within a reasonable period of time.
5. Lost, worn or damaged keys
6. Vehicles not in a roadworthy condition at the time cover is effected.
7. Breakdowns caused by failure to maintain the Vehicle in a roadworthy condition and be properly serviced in accordance with the manufactures specifications.
8. Punctures or damage to tyres if the vehicle does not carry a serviceable spare wheel and tyre.
9. Any Breakdown within the first 48hours of the Period of Cover.
10. Any costs or expenses not authorised by Us or Our appointed agents.
11. The costs of telephone calls, food, drinks or any other incidentals.
12. Any Breakdown which occurs as a result of running out of fuel or failure to maintain adequate levels of any fluid, oil or water.
13. Any situation where the Vehicle is not accessible or cannot be reached due to snow, mud, sand or flood or where the vehicle has been left unattended or on Motor Trader’s Premises.
14. Any expenses incurred prior to notifying Us.
15. The costs of any other company including any police recovery unless prior authorisation has been granted by Us.
16. The use of specialist off-highway-recovery equipment or winching costs.
17. Any costs incurred or charges arising from Your failure to comply with Our instructions in respect of the assistance being provided.
18. Any Breakdown where remedial action has not taken place following a previous Breakdown.
19. Any loss or damage to the Vehicle or any of its contents.
20. Any fines or penalties imposed by the courts or any other authority.
21. Any requests for assistance in excess of Four call outs in any one Period of Cover.
22. Any false or fraudulent request for Breakdown assistance.
23. Any expense which at the time of the incurring of such expense is insured by or would but for the existence of this scheme be insured by any other existing policy or under any motoring organisations service.
24. Any loss or costs incurred of any kind arising from the delay in providing the above services.
25. The transportation of the Vehicle which we suspect is loaded over its legal limit.
26. Any storage charges.
27. Any Breakdown where the Vehicle does not display a valid excise licence.
28. Any Breakdown as a result of the Vehicle taking part in any motor sport event (including, without limitations rallies or stock car racing) which takes place off the road and/or is not subject to the normal rules of the road.
29. The transportation of the Vehicle and any trailer which contains horses or livestock.
30. Cover does not extend to any vehicle if covered under a driving of other cars extension provided by your Insurance Company.
General Terms & Conditions
1. We have the right to refuse to give service and/or cancel Your membership if You or Your passengers using the service behave in a threatening or abusive way to Us or Our appointed agents.
2. If there are domestic animals in the Vehicle, their onward transportation is at Our discretion and solely at Your risk.
3. Following a Breakdown or accident attended by the police or other emergency service, removal of the Vehicle will not take place until the emergency service concerned have authorised it. If the police or emergency service concerned, insist on immediate recovery by a third party, the cost of this must be met by You.
4. You must take all reasonable precautions to prevent or minimise any Breakdown under this scheme. You shall not abandon the Vehicle or any of its parts to Us without Our agreement.
5. If any Breakdown service is obtained by fraudulent means or devices Your membership will be voided and all monies paid to Us forfeited. Any costs incurred by Us must be repaid by You.
6. We may cancel your membership by sending 14 days written notice to Your last known address.
7. You may cancel your policy and receive a full refund providing you inform us within 14 days of receiving the policy terms and conditions. No refunds are available after this period.
8. Any garage undertaking a repair on Your instruction will be acting as Your agent for such repair work. We will not accept any responsibility in this respect.
Complaints Procedure
Your satisfaction with our service is incredibly important to us as we thrive on word of mouth recommendation. However we acknowledge that there may be an occasion when you feel we haven’t acted to the best of our abilities and you may want to make a complaint. We’ll always try to resolve any complaint as soon as we receive it.
For any complaints please call 0870 066 6852 and ask to sperak to our General Manager Nick Cole. Nick will contact WiseCall immediately in order to settle the issue, as your custom is valued by us.
However, if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.
Their address is:
Financial Ombudsman ServiceSouth Quay Plaza 2
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk
The Financial Ombudsman Service will handle most complaints you might have, but there are some instances thatfall outside their authority. The Ombudsman’s decision is binding upon us, but you are free to reject it without affecting your legal rights.