Frequently Asked Questions

What happens if my vehicle breaks down at the roadside?

What happens if I have purchased 1 Star cover but need a recovery more than 10 miles?

What happens if my vehicle breaks down at home?

What happens if my vehicle is involved in an accident?

How quickly will you come out to me?

Will you take me back home if you can't repair the vehicle abroad?

Will you pay for labour or parts needed to repair the vehicle?

Do you pay for my hotel if I'm away from home?

Do I get a hire car and how are the costs covered?

Am I covered in any car?

What happens if I change my vehicle?

Are lost, stolen or broken keys covered?

What happens if I put the wrong fuel in my vehicle?

Am I covered if my vehicle runs out of fuel?

What happens if I am not covered for the fault on the vehicle?

Am I entitled to a second call out if you can't recover my vehicle to a garage?

What if my car is stolen or vandalised?

Is there a limit to the distance I can be recovered?

What if I want my partner's vehicle to be covered?

What if I have a problem with my caravan or trailer?

What if my trailer contains horses or other livestock?

What happens when my vehicle has to go to a garage, do you book it in?

What happens if I can't pay for repairs?

What happens if I cancel my callout?

What European countries do you cover?

Will you pay toll or ferry fees?

What happens if my vehicle breaks down abroad?

Do I need to take any extra documents if I travel abroad?

How many vehicles do you repair roadside?

What happens if my vehicle breaks down on the motorway?

What can't be covered under the policy?

My vehicle has locking wheels and a space saver, what happens if I can't change my wheel?

What happens if my mobile phone is running out of charge and I need to let people know about my situation?

Do you provide an iPhone Application for vehicle recovery and if so, how can download it?

 

What happens if my vehicle breaks down at the roadside?
If your vehicle breaks down in the UK, call our 24-hour rescue line and request assistance. Please quote your registration and have ready the details of your location as well as a contact telephone number. We will first 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 undertake the repair. If this is not possible, providing you have purchased the relevant level of cover, we will arrange transport for you, your vehicle and up to 6 passengers to be recovered to your home address or original destination. If you have chosen our Roadside option 1 Star breakdown cover, we will recover you to any chosen destination within a 10 mile radius from the scene of the breakdown.

What happens if I have purchased 1 Star cover but need a recovery more than 10 miles?
If you have purchased our 1 Star breakdown cover and require a vehicle recovery further than your 10 mile entitlement, we will gladly take you to your chosen destination, but will require payment for any additional mileage. Payment must be made over the phone by credit/debit card at the time assistance is required.

What happens if my vehicle breaks down at home?
Provided you have purchased the right level of breakdown cover, we will assist you within a one-mile radius of your home address. If we are unable to repair your vehicle, we arrange vehicle recovery to the nearest garage able to undertake the repair. If it is late in the evening, we may advise you to call for assistance the following day when garages, able to effect a repair, will be open.

What happens if my vehicle is involved in an accident?
If your vehicle is involved in an accident service will be provided in accordance with the breakdown cover you have purchased. We will also provide you with a free accident claims service, where we may be able to process your claim, obtain reimbursement of your out of pocket expenses, provide free legal expenses, a replacement vehicle and obtain personal injury compensation. Terms and conditions apply.

How quickly will you come out to me?
We aim to have an agent with you in less than 40 minutes, however this may vary in mainland Europe, depending on your location.

Will you take me back home if you can't repair the vehicle abroad?
We 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 assistance in accordance with the breakdown cover policy wording to ensure you are inconvenienced as little as possible. If the vehicle cannot be repaired within a reasonable amount of time, to be agreed between you and our rescue controller, we will recover you, your vehicle and up to 6 passengers back to the UK.

Will you pay for labour or parts needed to repair the vehicle?
No, 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. If you have purchased Breakdown Repair Insurance (BRI) through stratrescue.co.uk in addition to your breakdown cover, labour and parts costs may be covered provided the repair is authorised in accordance with the BRI policy terms and conditions which are provided when you purchase the BRI policy.

Do you pay for my hotel if I'm away from home?
Depending on circumstances we may decide to provide alternative accommodation. We will pay a maximum of £60.00 for a lone traveller or £40.00 per person for one night for you and up to 6 passengers. The maximum payment per incident is £240.00. This process is on a pay and claim basis and authorisation must be gained from our rescue controller.

Do I get a hire car and how are the costs covered?
If our repairing recovery operator is unable to repair your vehicle within the same working day, or a period agreed between you and our rescue controller, we will pay up to £100.00 towards the cost of alternative travel or car hire, plus a single standard rail ticket to collect the repaired vehicle. This service can only be used to complete a journey if your vehicle is being repaired a minimum of 20 miles from your home address. This process is on a pay and claim basis and authorisation must be gained from our rescue controller.

Am I covered in any car?
Unless Personal Cover is purchased, 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?
Any change of vehicle must be notified immediately as we will only assist vehicles registered on our database. Providing the vehicle has no major modifications and is in the same age band as the existing vehicle on cover, there will be no change in premium.

Are lost, stolen or broken keys covered?
Yes. We will dispatch the most appropriate form of assistance to deal with the situation.

What happens if I put the wrong fuel in my 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?
No, unless there is a mechanical or electrical fault, which caused the problem, this is an exclusion within the policy. We can however assist on a pay on use basis by taking credit or debit card details.

What happens if I am not covered for the fault on the vehicle?
We can assist on a pay on use basis by taking credit or debit card details.

Am I entitled to a second call out if you can't recover my vehicle to a garage?
No, we will only take you to your chosen destination under the initial call out. You are only entitled to one call out per fault and vehicle recovery to one destination. If you are at home and garages are closed, provided you have purchased the right level of cover we may advise you to call for assistance the following day. If we can't effect a repair, we will be able to recover you straight to a repairing garage.

What if my car is stolen or vandalised?
In the event that your vehicle is stolen or vandalised, you should contact your insurance company.

Is there a limit to the distance I can be recovered?
Provided you have purchased 2, 3, 4 or 5 Star cover, no. If your vehicle cannot be repaired at the roadside or a local garage within a reasonable amount of time, we will take you, your vehicle, and up to 6 passengers home or to your destination anywhere in the UK. If you have purchased our 1 Star breakdown cover, you are entitled to a recovery within 10 miles of the scene of your breakdown.

What if I want my partner's vehicle to be covered?
You can add further vehicles to the policy online at the time you take out cover and also via the customer lounge if you are already a policy holder.

What if I have a problem with my caravan or trailer?
Your policy covers the vehicle for breakdowns only. If your vehicle breaks down and your caravan or trailer is attached, providing it meets the policy requirements, it will be recovered with the vehicle. If you have a problem with your caravan or trailer and not the vehicle, we will be able to help you but you will need to pay for the vehicle recovery service immediately on a pay on use basis by credit or debit card.

What if my trailer contains horses or other livestock?
Recovery of a trailer containing livestock is not covered as part of the policy and will be totally at the discretion of the agent which attends the scene. If the trailer cannot be recovered with the livestock inside, providing you do not know anyone locally who can help you, we will try to contact a local company which can provide assistance in transporting the livestock separately. You will need to pay for the additional service immediately on a pay on use basis by credit or debit card.

What happens when my vehicle has to go to a garage, do you book it in?
We will find out if there is a particular garage you wish to be recovered to and ask you to book it in. We can also source a garage for you if necessary and pass you the details.

What happens if I can't pay for repairs?
We would expect you to have adequate funds to cover the repairs as you would if you have your vehicle serviced. If you have purchased Breakdown Repair Insurance (BRI) through stratrescue.co.uk in addition to your breakdown cover, labour and parts costs may be covered provided the repair is authorised in accordance with the BRI policy terms and conditions which are provided when you purchase the BRI policy.

What happens if I cancel my callout?
If a call out is cancelled by you and a recovery operator has already been dispatched, you will lose a call out from your policy. We will recommend you to wait for assistance to ensure the vehicle is functioning correctly. If you do not wait for assistance and the vehicle breaks down again, you will be charged for the second and any subsequent call outs.

What European countries do you cover?
If you have purchased the appropriate cover, the following countries are covered under the European extension: Albania, Andorra, Austria, Balearics, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Canary Isles, Corsica, Croatia, Northern Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Sardinia, Serbia and Montenegro, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey (west of Bosphorous) and Vatican City.

Will you pay toll or ferry fees?
We will pay ferry and toll fees only within the confines of the United Kingdom and Northern Ireland.

What happens if my vehicle breaks down abroad?
If you have broken down on a toll or private road in Europe, you must first obtain assistance from the local authorities by using the phones situated along the route. Once you have been recovered off the toll road, you can then contact us for assistance using the numbers printed in the policy wording.

Do I need to take any extra documents if I travel abroad?
Yes, it is your responsibility to ensure you comply with the laws of the countries you will be visiting. As a minimum, you will need to take your driving licence including any additional documentation, your V5 vehicle registration document and insurance documents with you. Last but not least, don't forget to take our policy with you.

How many vehicles do you repair roadside?
We repair 76% of vehicles roadside, this figure is subject to change.

What happens if my vehicle breaks down on the motorway?
If your vehicle breaks down on the motorway in the UK and you are unable to use your mobile phone, you must use the emergency telephones situated at 1-mile intervals. Police services will take your details and contact us to arrange the vehicle recovery.

What can't be covered under the policy?
We cannot cover vehicles in excess of 3,500 kg (3.5 tonnes) and vehicles more than 5.1816 metres (17 feet) long, 1.9050 metres (6 feet 3 inches) wide and 2.4384 metres (8 feet) high. Minibuses, limousines, vehicles of a commercial nature over 8 years old or vehicles used for hire and reward. Any request for service if the vehicle is being used for motor racing, rallies, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities. Please refer to your policy wording for full terms and conditions.

My vehicle has locking wheels and a space saver, what happens if I can't change my wheel?
We will gladly assist you although you must have a legal and serviceable spare wheel which can be fitted. You must also have all keys for any locks with you and the correct wheel studs for the spare wheel if it is a different size to the standard wheels. If you do not have the necessary parts to enable us to change the wheel, you will need to pay for the service immediately on a pay on use basis by providing debit or credit card details.

What happens if my mobile phone is running out of charge and I need to let people know about my situation?
We will gladly pass on up to 2 messages to friends, relatives and colleagues to inform them of your situation.

Do you provide a Smartphone Application for vehicle recovery and if so, how can I download it?
startrescue.co.uk provides an iPhone App for breakdown recovery assistance which is free of charge to all startrescue.co.uk customers in addition to their breakdown cover. Registration takes no time at all and it takes 15 seconds to register your breakdown via the app which will save you on call costs and mobile phone battery life. We will know who you are and where you are as well as your policy number. We will call you to confirm final details, saving you further costs.
startrescue.co.uk is planning to introduce apps for Android, Windows and Blackberry devices.