Q. I haven't heard of you before, is your service reliable?
A. Our vehicle assistance services are provided by AXA Assistance who are wholly owned by the global AXA Group, one of the leading insurance companies in Europe. Travel Insurance Agencies Limited are authorised and regulated by the Financial Services Authority and are members of the British Insurance Brokers Association.

Q. Who are Vehicle Rescue Direct?
A. Vehicle Rescue Direct is a trading division of Travel Insurance Agencies Limited. We are an independent travel insurance intermediary and are authorised and regulated by the Financial Services Authority and members of the British Insurance Brokers Association. We are registered under the Data Protection Act 1998.

Top

Q. Is it safe to apply on-line?
A. When you make an application through our web site, your details are encrypted using industry standard technologies designed to make transmitting data secure.

If you have difficulty using the form, have any questions, or you prefer not to use our secure on-line application form, you may still apply by calling our sales office on 0845 450 0610 which is open from 9am to 5pm Monday to Friday.

Q. What happens to my personal information when you receive it?
A. We will never pass on any of your personal information to third parties and abide by the Data Protection Act 1998. Your payment details are handled by Secure Trading who are authorised by all the major UK banks to process payments.

Read our Privacy Statement

Q. What happens if I lose my keys?
A. If you require a locksmith we will try and arrange these for you but you will have to pay for their services.

Top

Q. I currently live abroad. Can I still apply?
A. We are only able to cover residents of the United Kingdom driving UK registered cars. The insured journey must start from and return back to the UK.

Top

Q. What types of vehicle do you cover?
A. We are able to cover any private, leased or company car, or motorcycle, which is up to and including 15 years old. Vehicles must not exceed 3500kg in gross weight, 5.1m in length, 2m in height, or 2.1m in width. Privately owned small vans and minibusses can also be covered provided they are within these dimensions and weight.

Q. Can you cover my Trailer / Caravan?
A. Yes. We are able to cover trailers or caravans of a recognised manufacturer providing that the trailer or caravan does not exceed 8 metres in length, 3 metres in height, and 2.25 metres in width. Trailers and caravans must carry a serviceable spare tyre and wheel and are only covered for incidents when attached to the insured vehicle.

Top

Q. Do I have to apply on-line?
A. No. You can apply by calling our Application Hotline. We accept all major credit and debit cards. Call 0845 450 0610 - 9am to 5pm Monday to Friday.

Cheques and Postal Orders can be sent and but you should first speak to one of our advisors for further details. Please note that payment must be received before any policy can be issued.

Q. I wish to pay by cheque, do I have enough time to receive the cover?
A. We process the cheques immediately and issue cover on the same day the cheque is received. If you wish to pay by cheque, please call us first.

Q. Can I get a refund ?
A. Yes. You have a 14 day cooling off period after purchasing the insurance during which time you can return the policy for a full refund - no questions asked. Refunds cannot be made after the booked departure date or if a claim has been made or pending on the cover.

Top

(Applicable to European travel schemes.)
Q. Which countries are covered in Europe?
A. The coverage extends to Continental Europe. You are covered for journeys within the United Kingdom when travelling between your home and point of departure during the period of the insurance.

Countries covered are: Andorra, Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, and Turkey.

Top

(Applicable to European travel schemes.)
Q. What should I do if I have an accident or breakdown before I leave?
A. We will help arrange and pay up to £750 for a similar replacement vehicle if on the day you leave the insured vehicle cannot be used following a breakdown or accident.

Top

We have put together a useful guide on what to do in the event of an accident or emergency. Click Here for this useful information.

Top

(Applicable to all European Single Trip schemes only.)
Q. Can my cover be extended whilst I am still abroad?
A. This can be done provided the policy has not already expired. You will need to call one of our sales advisors on + 44 870 777 9000.

Top

Q. Am I covered immediately I purchase cover?
A. We are unable to cover a breakdown that occurs during the first 24 hours after cover is purchased for the first time except for benefits shown under Section A of the cover; e.g. UK Roadside Assistance more than one mile from your home and recovery of your vehicle to a local garage normally within 15 miles. Please read the policy wording for details.

Top

You can write to the Quality Manager, who will arrange an investigation on behalf of the General Manager, at: Inter Partner Assistance, The Quadrangle, 106-118 Station Road, Redhill, Surrey RH1 1PR or telephone 0870 609 0023.

If it is impossible to reach an agreement you have the right to make an appeal to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London E14 9SR or telephone 0845 080 1800.

Our comprehensive FAQ's should answer most questions you may have. If you want to ask a question not covered here, please e-mail us or phone us on the number below.