What happens if my vehicle breaks down at the roadside?
Don’t panic, we are ready to help! If your vehicle breaks down in the UK, call our 24-hour rescue line and request assistance. Just quote your registration and have your location and contact number ready. First, we will attempt to repair your vehicle by the roadside, but if this is not possible, we will arrange vehicle recovery to the nearest garage able to do the repairs. If all else fails, we will arrange transport for you, your vehicle and the passengers to your home address or original destination.
What happens if my vehicle breaks down at home?
We get that breaking down at home can happen, therefore, we will assist you at home or within a one-mile radius of your home address. If a repair cannot happen within that one-mile radius, we will arrange vehicle recovery to the nearest garage able to undertake the repair.
How quickly will you come out to me?
We never want to leave you stranded, that’s why we aim to have a Recovery Operator with you in just 60 minutes, however, this may vary in mainland Europe, depending on your location.
Will you take me back home if you cannot repair the vehicle abroad?
Although the idea of an extra few days away may sound nice, breaking down abroad can be stressful. Row will first try and repair your vehicle roadside and if this is not possible, recover you to a local garage for repairs. We may offer you alternative options of help in accordance with the breakdown cover policy wording to ensure there is little inconvenience. If the vehicle cannot be repaired within a reasonable amount of time, to be agreed between you and our Rescue Coordinator, we will recover you, your vehicle, and the passengers back to the UK.
Will you pay for labour or parts needed to repair the vehicle?
Unfortunately, any work carried out, other than roadside assistance will be a separate contract between you and the repairing garage. You will need to pay for all parts fitted roadside or at the repairing garage.
Do you pay for my hotel if I’m away from home?
We don’t want you stranded roadside overnight so depending on your circumstances we may decide to provide alternative accommodation. Within the UK, we will pay a maximum of £150 for a lone traveller or £75 per person towards the reasonable cost of overnight accommodation including breakfast for you and the passengers whilst the vehicle is being repaired. The maximum Emergency Overnight Accommodation payment per incident is £500
For European policies where breakdowns occur abroad and the vehicle cannot be repaired on the same working day and results in you not being able to stay at your pre-booked accommodation, the limit is increased to £150 per person for one night. The maximum Emergency Overnight Accommodation Abroad payment per incident is £1000
This process if on a pay and claim basis and authorisation must be gained from our Rescue Coordinator.
Am I covered in any car?
Our policy only covers the vehicle registered on our database. The registered vehicle is covered for any driver.
What happens if I change my vehicle?
Treated yourself to a new car? As our policy only covers the vehicle registered on our database, you will need to notify us of any changes immediately by contacting our Customer Services Department. All we need is your policy number, the new registration, make, model and colour of the vehicle, and the date you wish to make the change. If you do not notify us of the new vehicle details, we may not be able to supply you with a service.
If you have bought a newer car than the existing one on our system, you may be charged an additional premium, in no circumstances will a refund or credit be provided.
Are lost, stolen or break keys covered?
Yes (therefore no more lost key fear). We will dispatch the most appropriate form of assistance to deal with the situation and get you on your way.
What happens if I put the wrong fuel in my vehicle?
With our superb policy, if you put the wrong fuel in your vehicle, we will provide vehicle recovery for you and your vehicle to the nearest garage able to undertake the repair, or recover you to your home or original destination if this is not possible.
Am I covered if my vehicle runs out of fuel?
Thought you had more fuel than you did? Not to worry, you are entitled to assistance for lack of fuel or running out of charge. We will recover you, the vehicle, and the passengers to the closest fuelling facility.
What if my car is stolen or vandalised?
If your vehicle is stolen or vandalised, you should contact your insurance company.
How can I pay?
You can make payments from your credit/debit card or via direct debit, once we have received your payment your policy will begin, and you can be on the road knowing that you are covered.
How can I buy cover?
We like to make it simple for you. Just complete the online form and we will get you a quote as soon as possible.
I’m not happy, what shall I do?
OWe’re sorry to hear that, especially as we want you to be really happy with our service and strive to ensure customer satisfaction. Let’s get it sorted. Email
[email protected] for help and if that doesn’t hit the spot, please email our customer satisfaction team via
[email protected] . You can also find the full complaints procedure in our terms and conditions
here
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