Replacement vehicles
The repair takes as long as it takes. Your life does not pause while it happens — which is why, for most people, the replacement vehicle is the most urgent part of the whole thing.
From initial contact, where circumstances, availability and eligibility allow.
Including larger vehicles, automatics and motorcycles where appropriate.
We tell you what is available in your situation before anything is arranged.
Detail
Written for someone dealing with this now. If you would rather just talk to us, the number is at the top of every page.
Three things. The circumstances of the accident — non-fault situations are the most straightforward, though not the only ones. Your eligibility under the relevant claim. And what is actually available at the time you need it.
None of those is something we can pretend about. We would far rather establish the position on the first call and tell you plainly, than let you arrange your week around a vehicle that was never going to arrive.
We aim to have a suitable replacement with you within 24 hours of initial contact, where circumstances, availability and eligibility allow. That is a target we work to and it is frequently achievable — but it is a target, not a guarantee, and we will not present it as one.
What makes it more likely is contacting us early and being able to tell us what you actually need the vehicle for. A vehicle that fits three child seats, or takes a wheelchair, or is an automatic because that is what you can drive, is a different search from 'a car'.
A like-for-like replacement is the aim where that is appropriate. If you drive a van for work, a hatchback is not a replacement. If you ride, a car may not be either.
Tell us what the vehicle is for and any constraints that matter — transmission, size, access requirements, whether you need to carry equipment. It is a much better use of the first conversation than establishing your postcode twice.
The replacement is intended to cover the period your vehicle is genuinely off the road, consistent with the circumstances of your claim. In practice that usually means until your vehicle is repaired and returned, or until the claim is settled if it is not going to be repaired.
We will keep you informed about where the repair has got to, so the end of the hire is not a surprise.
Questions
Related
We aim to arrange a suitable replacement or hire vehicle quickly, where circumstances, availability and eligibility allow.
If someone else caused the accident, you are often in a stronger position than people realise — and rather less obliged to do what you are told than the first phone call from an insurer might suggest.
One point of contact coordinating recovery, storage, replacement transport and repair, and assisting with the administration of your claim.
One call. One team. From accident to back on the road.
Tell us where you are and what has happened. We will confirm what we can arrange and get recovery moving.
