Policy Summary
Mechanical Breakdown Insurance. Underwritten by AXA Insurance UK plc.
This policy summary does not contain full details and conditions of your insurance – these are located in your policy wording.

Where headings are shown in blue italics in this policy
summary, full details can be found in your policy wording
using the same headings. To help you locate these within the policy wording, please refer to the contents page detailing the main sections of the policy.
 

Mechanical breakdown insurance for cars and light
commercial vehicles up to 3500 kg gross vehicle weight. This insurance provides cover for repair or replacement costs, incurred as a result of a breakdown in the UK, as defined in the policy wording. You are insured up to the single claim limit in respect of each claim and the sum insured as a total for all claims. The sum insured will be reduced by the cost of any claim during the period of insurance.
 

You are eligible for this insurance, provided at inception
and during the period of insurance your vehicle:
• Has a full service history in accordance with the vehicle
manufacturer’s recommendations, as detailed in the
servicing handbook for the vehicle. If your vehicle
does not have a full service history, your vehicle must
be serviced in accordance with the manufacturer’s
recommendations within 28 days of the date of
commencement of the policy.
• Is a car or light commercial vehicle up to 3500 kg
gross weight.
• Has had its timing belt changed in accordance with
the manufacturer’s recommendations, as detailed in
the servicing handbook for the vehicle.
• Is permanently registered in the UK.
• Is insured by a motor insurance policy issued by an
insurer authorised in the UK.
• Was imported by the manufacturer or its authorised
importer into the UK.
• Is not included under the section entitled Excluded
Vehicles.
• Is not used for any of the uses specified in the
Excluded Vehicle Uses section.

• Is not a new vehicle sold without a manufacturer
guarantee.
 

What is Covered
This insurance covers most of the mechanical, electrical
and electronic parts of the vehicle that were the
manufacturer’s original fitment. Please see What is Not
Covered for a list of items that are not included.
The list below includes some of the items automatically
included under this policy:
• Multi-media pack: (factory fitted).
• Airbag system – all components (excluding Air bag).
• Alarm system (excluding remote transmitters and key
fobs).
In addition to the above, the following non-mechanical and non-electrical components are also covered:
• Casings – following damage caused by any covered
component, following breakdown of that component.
• Catalytic converter – emission failure only.
• Heater matrix – cover for sudden core or joint failure.
• Oil cooler – cover for sudden core or joint failure.
• Radiator – cover for sudden core or joint failure.
• Timing belt – breakage of the timing belt.
• Working materials – where their replacement is
essential due to failure of a covered component.
Claims for mechanical or electrical breakdown of insured
components due to wear and tear will be covered. (see
definitions section in the policy wording for definition of
breakdown)
NOTE: This policy does not cover the repair or
replacement of components which have suffered wear and tear where no breakdown has occurred.

Betterment
You will be required to contribute to the repair or
replacement costs in accordance with the table of
contributions in the Betterment section.

What is Not Covered and General Conditions
• Your vehicle must be serviced in accordance with
the manufacturer’s requirements during the period of
insurance. You must keep all service invoices as these
will be needed when making a claim.
• Any claims occurring in the first 28 days following the
start date. This does not apply after the first renewal of
the policy.
• Any repair or replacement after a breakdown that can be claimed from any more specific insurance or guarantee.
• Timing belts – where no proof is available of the
replacement of the timing belt in accordance with the
manufacturer’s replacement schedule.
• Any loss or damage caused by incorrect fuel.
• Any loss caused by frost or the freezing of liquids
unless anti-freeze has been added in accordance with
manufacturer’s recommendations.
• Claims arising as a result of using the vehicle for any of
the Excluded Vehicle Uses.
• Vehicles specifically designed for primary sale in
Northern, Southern and Central America.
• Repair or replacement of components which have not
suffered a breakdown as defined in the policy wording.
• Repair or replacement of components to enable
your vehicle to pass the government vehicle testing
requirements (MOT).
 

This is a monthly renewable policy so cover will apply for
a period of one month from the date of commencement. It shall be renewed automatically every month for which the premium is received and accepted by us, until the cover ends as described in your policy document under Policy Duration/When Cover Ends.
 

You have the right to cancel this policy at any time during the period of insurance.
If you have paid a premium for the cover and you cancel
within 14 days of the receipt of the policy documentation, we will make a full refund of premium.
If you cancel after the first 14 days of cover or if you
have not paid a premium for the policy, then no refund of
premium will be given. Please refer to the Cancelling Your Policy section for full cancellation terms and conditions.

 

To make a claim, please telephone the claims office on
telephone number 024 7652 7810.
 

Any complaint you may have should in the first instance be addressed to A1 Warranty Services customer services or the claims office, as applicable.
If you are not satisfied with the way in which your complaint has been dealt with, you should write to the Head of Customer Care at AXA Insurance UK plc.
If the complaint is still not resolved, you can approach The Financial Ombudsman Service. Referral to the Financial Ombudsman will not affect your right to take legal action.

Full details of addresses and contact numbers can be found in the Making Yourself Heard section of the policy wording.
 

This policy is underwritten by AXA Insurance UK plc,
Registered in England No. 78950. Registered Office: 5
Old Broad Street, London, EC2N 1AD. AXA Insurance UK
plc is authorised and regulated by the Financial Services
Authority. This can be checked on the FSA’s register by
visiting the FSA’s website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
The policy is administered by A1 Warranty Services Ltd
on behalf of AXA Insurance UK plc. A1 Warranty Services
Ltd is an appointed representative of Global Insurance
Management Ltd. Global Insurance Management Ltd is
authorised and regulated by the Financial Services Authority (FSA). This can be checked on the FSA’s register by visiting the FSA website at www.fsa.gov.uk/register or by contacting
them on 0845 606 1234.
Please refer to your policy schedule for confirmation of the cover you have been supplied with or have purchased.
Please read this policy carefully and make sure you
understand and fully comply with it’s terms and conditions.
Failure to do so may jeopardise the payment of any claim which might arise and could lead to the policy becomingvoid. Please ensure you keep this policy in a safe place so you can read it again if you need to.
Your attention is drawn to the complaints procedure in the section entitled Making Yourself Heard.
 

Your policy is evidence of your contract of insurance with
us. You should read it carefully and keep it in a safe place. In return for having accepted your premium we will, in the event of breakdown occurring in the period of insurance, provide insurance as described in the following pages and referred to in your policy schedule.
The policy contains details of the insurance cover you
have been supplied with or have purchased, what is
excluded from cover and the conditions of this insurance.
The policy should be read in conjunction with the policy
schedule.
 

This must be kept with the policy and contains your details, details of the vehicle, details of the cover provided to you under this policy and the period of insurance. Please check that the information contained in the policy schedule is correct and that it meets your requirements. If it does not,please immediately contact the administrator or the agent who arranged this insurance for you.
 

You and we are free to choose the laws applicable to
the policy. As we are based in England, we propose to
apply the laws of England and Wales and by receiving or
purchasing this policy you have agreed to this.
 

Any word or expression to which a specific meaning has
been attached will bear the same meaning throughout this policy and will appear in bold.

1. Administrator means A1 Warranty Services Limited,
whose address is 3rd Floor, 4 Copthall House, Station
Square, Coventry CV1 2FL. Customer services
telephone number: 024 7652 7812.
2. Agent means the party, person or company who has
arranged this insurance on your behalf.
3. Betterment means the amount of any repair cost or
replacement cost which you may be required to pay
depending on the mileage travelled by your vehicle
since first registration.
4. Breakdown means the sudden and unforeseen failure
of an insured component arising from any permanent
mechanical, electrical or electronic defect, causing
sudden stoppage of its function, necessitating immediate repair or replacement before its normal operation can be resumed.
5. Claims office means A1 Warranty Services Limited,
whose address is 3rd Floor, 4 Copthall House, Station
Square, Coventry CV1 2FL. Claims telephone number:
024 7652 7810.
6. Component(s) means any mechanical, electrical or
electronic part, which forms part of the vehicle’s original
specification.
7. Date of commencement means the start date of this
cover, stated on your policy schedule.
8. Excess means the specified portion of any claim which
you must bear the cost of before we will pay our liability.
Please refer to your policy schedule for further details.
9. Expiry date means the earliest of the following dates:
a) The date on which you fail to pay your monthly
premium when it becomes due.
b) The date we cancel your policy on receipt of your
authority.
c) The date we cancel your policy following at least 21
days written notice from us.
d) The date on which your circumstances change if any
such change renders the cover invalid.
e) The expiry date as stated on your policy schedule.
10. Monthly premium means the premium shown on your
policy schedule that you pay monthly by Direct Debit.
11. Period of insurance means the length of time that this policy operates as stated on the policy schedule as
determined by the expiry date.
12. Policy means your policy document and most recent
policy schedule which includes any endorsements.
13. Repair cost means the cost of repair materials,
limited by manufacturer’s cost prices, and the labour
cost of repairing the component which has suffered
breakdown, limited by the Autodata / Manufacturers
published times.
14. Repairer means the A1 Warranty Services approved
or authorised repairer or a business involved in
the servicing and repair of motor vehicles and light
commercial vehicles.
15. Replacement cost means the cost of a replacement
component of similar make and quality as the
component that had suffered breakdown, including the
labour cost of fitting the new component, in line with the
Autodata / Manufacturers published times.
16. Single claim limit is the maximum amount per claim or
event that can be claimed in the period of insurance.
Please refer to your policy schedule for further details.
17. Sum insured means the maximum amount that can
be claimed during the period of insurance. The sum
insured will be reduced by the amount of any valid
claim(s) during the period of insurance. Please refer
to your policy schedule for further details.18. Total loss means any claim where the sum insured
has been paid out by us, or where your vehicle
has been replaced as part of a claim due to repair of
components being deemed uneconomical by us.
19. Vehicle means only the vehicle as stated on the policy schedule. Please refer to the Excluded Vehicles section for details of vehicles excluded from cover.
20. We/us/our means AXA Insurance UK plc. Registered
in England No. 78950. Registered Office: 5 Old Broad
Street, London EC2N 1AD.
21. Wear and tear means the gradual deterioration
associated with the use, age and mileage of the vehicle.
22. Worn out describes components which have reached
the end of their normal effective working lives because of their age and/or usage.
23. You/your means the policyholder named on the policy schedule.
 

This insurance covers the vehicle against breakdown in
the UK of mechanical and electrical components listed
under the following headings. Any item not specifically
mentioned is not covered. Please refer to the What is Not Covered section. Any claim is subject to the single claim limit, sum insured, excess, betterment, conditions and exclusions set out in this policy.
Please note: This mechanical breakdown insurance does
not cover failure due to impact damage. Automatic and CVT transmissions All components contained within the transmission casing.

Brakes
Master cylinder, wheel cylinders, restrictor valve, calliper
seals and servo. (Excluding seized callipers).
Casings
The following casings are only covered if their failure is a
direct result of a failure of a covered component and will
constitute part of the total claim subject to the policy limits:
Cylinder block, cylinder head, gearbox casing, axle
housing.
Catalytic converter
The cost of replacement of the insured vehicle’s catalytic
converter(s) following failure of the exhaust gas to meet
the relevant in-service emissions standard subject to the
following:
1. The catalytic converter being found to be no longer
serviceable.
2. The results of the failed test being made accessible to
the claims office before authorisation is requested.
3. The results printed out from a successful test following the replacement is submitted to the claims office with the repair invoice.
Clutch
Centre plate, pressure plate, release bearing, master and slave cylinders. (Excluding burnt out parts).
Engine
The rocker assembly, including hydraulic followers, inlet
and exhaust valves (except carbonised, burnt, pitted and sticking valves), springs and guides, cylinder head gasket, push rods, camshaft and followers, timing gears and chains (excluding tensioner), oil pump, pistons and rings, con-rods, gudgeon pins and bearings, crankshaft and bearings, inlet manifold, flywheel and ring gear.
Manual gearbox All internal components contained within the transmission casing.
Drive axle
Internal crown wheel and pinion, gears, shafts, bearings
and bushes, thrust washers and spacers, drive shafts, half shafts, including constant velocity joints, hubs, universal joints and couplings. Excluding gaiters.
Electrical system Starter motor, starter solenoid, alternator, coil, window and sun roof motors, electric window switches, sunroof switch, central locking motor and pump, heater fan motor, indicator flasher relay, distributor, front and rear windscreen wiper motors, electrical fuel pump, windscreen washer motors, electronic ignition amplifier, thermostatically-controlled radiator fan motor, horn, multifunction stalk switch and tank sender unit.
Engine cooling system
Water pump, viscous fan coupling, thermostat and
thermostat housing, expansion tank, heater matrix, oil
cooler, and radiator are covered for breakdown. Excluding frost damage.
Engine management (ECU)
Engine electronic control unit.
Front and rear suspension
Hydro pneumatic spheres, coil springs, upper and lower
wishbones and ball and swivel joints. Excluding bushes.
Fuel system
Throttle body, airflow meter, idle control valve, cold start
valve, warm-up regulator, overrun cut-off valve, throttle
potentiometer, fuel accumulator, pressure regulator,
map sensor, carburettor, automatic choke, lift pump,
mechanical fuel pump. Excluding breakdown as a result
of contamination or failure to meet current emission
legislation.
Steering (incl. power assisted steering)
Steering rack and pinion, steering box, pump and idler
box. Excluding power steering belts, external links and
joints, rubber boots, swivel pins and oil leaks.
Timing belt
If the timing belt has been changed in accordance
with the time or mileage requirements specified by the
manufacturer (receipt required) it will be covered against
mechanical breakdown.
Wheel bearings
Front and rear wheel bearings.
Working materials
Should any authorised repair to any of the above
components require essential replacement or topping up
of lubricants, oils or coolant or replacement of the oil filter these shall be covered as part of the total claim, within the policy limits.
Factory fitted anti-lock braking system (ABS)
All components are covered against breakdown
excluding pipes, connectors, wiring.
Factory fitted air-conditioning and climate control
All components are covered against breakdown
excluding pipes, connectors, wiring and the receiver drier.
In the event of a breakdown of a covered component
which necessitates the re-gassing of the air-conditioning
system we will contribute up to £40 including VAT towards this. Routine maintenance and gassing is not covered.
Four wheel drive
All components within the transfer box and casing are
covered against breakdown excluding pipes, connectors
and wiring.
Factory fitted turbocharger or supercharger
All internal components are covered against breakdown
providing they are of original manufacturer’s fitment,
including the wastegate if this cannot be bought
separately.
Wear and tear
Claims for breakdown of components due to wear and
tear will be covered.
Note: This policy does not cover wear and tear where no
breakdown has occurred.
 

Single claim limit
Please refer to your policy schedule for the single claim
limit applicable to this policy.
Sum Insured
Please refer to your policy schedule for the sum insured
applicable to this policy. The sum insured will be reduced
by the cost of any claim(s) within 12 months of the date of commencement as shown on your policy schedule and
each subsequent 12 month period thereafter.
 

This insurance also includes the following benefits, subject to the General Conditions, Claims Conditions and What is Not Covered by this policy.

These benefits are provided within the single claim limit
and sum insured. You will have to pay the bill and provide us with a bona fide VAT receipt as part of a valid claim following a breakdown.
Vehicle Recovery
This insurance covers vehicle recovery to the nearest
repairer following breakdown of any component of the
vehicle covered by this insurance, subject to a maximum
of £50 (including VAT) per breakdown. The method of
recovery must prevent any further damage to the vehicle.
Vehicle Hire
If your vehicle suffers a breakdown and the
manufacturer’s standard repair time is in excess of 8 hours, we will pay a contribution of up to £30 (including VAT) per day for a maximum of 7 days towards the cost of hiring a similar vehicle. In this situation, the hire period is to begin no earlier than 24 hours after the breakdown occurring.
A contribution towards vehicle hire is specifically excluded when your vehicle is off the road and repairs are unable to commence or be completed due to non availability of parts, space or labour, with the exception of repairs involving the replacement of engine and gearbox assemblies in the event that they have to be ordered from the supplier.
Please note that we will not pay for:
• Hire costs within the first 24 hours following breakdown.
• Hire costs in excess of the 7 day allowance.
• Charges incurred for fuel, collision damage waiver,
insurance or other fees.
We cannot be held responsible should hire be refused for any reason.
Overnight Expenses and Onward Travel
In the event that authorised repair or replacement of
a component cannot be completed on the day of
breakdown, necessitating an unscheduled overnight stay, we will pay up to a total of £100 (including VAT) towards overnight accommodation. The overnight expenses limit of £100 (including VAT) is on a room only basis per breakdown.
Alternatively we will, at our discretion, pay up to a total of £100 (including VAT) towards onward travel to your original destination.
Overseas Use
This policy covers overseas use for a maximum of 60 days continual use during the total period of insurance, subject
to the following:
1. You must pay the repairer and claim reimbursement
direct from us by sending the claims office a receipted
claim invoice.
2. The other terms, conditions and exclusions of this
policy.
3. The repair cost or replacement cost will be reimbursed
at the exchange rate applicable on the date you paid the repairer.
 

This policy is an insurance of indemnity. The purpose of
this insurance is to place you in the same financial state
after a loss as you were in before the loss occurred.
As a result, you are required to contribute to the repair
cost or replacement cost in accordance with the following table dependant on the distance travelled by your vehicle since first registration.

Distance travelled by your vehicle since first registration
at breakdown
Contribution you are required to make to the the cost of
parts or any repair cost or replacement cost

Up to 60,000 miles travelled from first registration no contribution required

60,001 to 70,000 miles travelled from first registration 10% of any parts, repair cost or replacement cost

70,001 to 80,000 miles travelled from first registration 20% of any parts, repair cost or replacement cost

80,001 to 90,000 miles travelled from first registration 30% of any parts, repair cost or replacement cost

90,001 to 100,000 miles travelled from first registration 40% of any parts, repair cost or replacement cost

Over 100,000 miles travelled from first registration 50% of any parts, repair cost or replacement cost
 

The following are excluded from cover provided under this policy:
1. The excess - Please refer to your policy schedule for
details of any excess which may apply.
2. Any items noted during the last service as requiring
repair or replacement or any items noted on your
service record as being an advisory repair or
replacement.
3. Any claim arising within the first 28 days from the date
of commencement. This exclusion does not apply
after the policy has renewed.
4. Bodywork, panels, paint, exterior and interior trim,
bright work, glass of any description, remote control
transmitters and receivers, tyres, exhaust system and
manifold, wiper blades, brake linings, discs and drums,
belts not specifically listed, batteries, wiring, printed
circuits and bulbs.
5. Any costs related to adjustments or diagnostic work.
6. Any costs incurred in excess of or outside the liability
under this insurance. It is your responsibility to meet
any repairer charges in excess of, or rejected as not
being our liability.
7. Any costs resulting from using your vehicle for any
usage in the Excluded Vehicle Uses section.
8. Any costs arising from depreciation or diminution in the value of the vehicle.
9. You are not covered for any other costs that are
indirectly caused by the event which led to your claim,
unless specifically stated as covered by this policy.
10. Any liability where the vehicle is found to be unfit
for the purpose for which it was intended, is not as
described or is not of satisfactory quality.
11. Air-conditioning and climate control
The receiver drier and costs over £40 inclusive of VAT
in respect of re-gassing the air-conditioning system in
the event of breakdown necessitating the system to be
re-gassed. Routine maintenance or re-gassing is not
covered.
12. Automatic transmission
Burnt or worn out clutches or brake bands.
13. Brake parts
Failure due to corrosion or seizure.
14. Catalytic converter
Repair costs or replacement costs if breakdown
of the catalytic converter is due to impact or other
accidental damage, loose or noisy baffles within the
catalytic converter or as a result of contamination due
to the use of incorrect fuel.
15. Damage to the vehicle or its component(s):
a) Where the fault or damage occurred due to the
vehicle being driven following the initial failure.
b) Caused by fire, theft or attempted theft, impact,
any road traffic accident, accidental damage, lack
of lubrication or fluids, damage caused during
recovery,or by failure of mountings and fixings of
any description.
c) Caused by frost, corrosion, contamination, or
the freezing of any liquids, or caused by the use
of incorrect fuel, or a grade of fuel or lubricant not
recommended by the manufacturer of the vehicle.
d) Of any nature arising directly or indirectly, in whole
or in part, due to any misuse, act or omission
which is wilful, unlawful or negligent on your part.
e) Caused by carbonised, burnt, pitted and sticking
valves.
f) Skimming and de-coking of the cylinder head.
g) Incurred whilst your vehicle is outside the UK for
more than 60 days consecutively.
16. Electrical parts – glow and heater plugs.
17. Engine – decarbonising, reseating, sticking or burnt out
valves and seats, decoking and external oil leaks.
18. External linkage, joints or swivel pins.
19. Cylinder head: Cracks.
20. Factory fitted multi-media pack – hi-fi remote control
unit, headphones, discs for CD and DVD players and
LCD screen pixelisation are excluded.
21. Faults in workmanship, materials or repairs paid for by us on your behalf.
22. Failure of mountings and fixings of any description.
23. Failure of fixings of any description i.e. nuts and bolts, etc.
24. Final drive – gaiters and boots.
25. Fuel system – fuel leakage, failure of piping and seals.
26. Loss or damage to any computer or other equipment, data processing service product, microchip, micro processor, integrated circuit, embedded chip or similar device, computer software program or process or any other electrical or electronic system directly or indirectly caused by computer viruses.
27. The failure or fear of failure or inability of any equipment or any computer programme, whether or not you own it, to recognise or to interpret correctly or process any date as its true calendar date, or to continue to function correctly beyond that date.
28. Oil leaks.
29. Replacement or repair costs where damage is due to
an uninsured component failure.
30. Service items including but not limited to: distributor
cap, gaiters, boots, rotor arm, condensers, points, high
tension leads, spark plugs, wiper blades, filters, bulbs,
belts, pipes, joints and seals.
31. Steering parts – gaiters and boots.
32. Anti-freeze, fluids and grease, fuel or oils (unless
replacement is necessary following the breakdown of a
component which forms part of a valid claim accepted
by us).
33. The clearing of fuel lines, filters, carburettors and
pumps.
34. The renewal of any clutch component, due to being
burnt out,

35. The cost of supplying items not insured under this
policy which are required to be replaced as part of
an authorised claim under this policy.
36. The repair costs or replacement costs of
components:
a) Which were faulty or had suffered a breakdown
prior to commencement of the policy.
b) Where the repair, replacement, loss, damage or
liability is claimable on a more specific warranty
or guarantee.
c) Necessitated due to inherent faulty design,
manufacturing fault or following a recall by the
manufacturer.
d) The replacement or adjustment of any parts
to enable your vehicle to pass a Department
of Transport MOT test or to meet current
emission legislation.
e) Where the breakdown was caused by, or
occurring to, any modification from the
manufacturer’s specification, any accessory or
equipment not fitted and supplied with the
vehicle at the time of manufacture and any
experimenta equipment whether or not supplied
by the manufacturer.
f) Where damage is due to an uninsured
component failure.
37. Timing belt – where no proof is available of the
replacement of the timing belt in accordance with the
manufacturer’s replacement schedule.
38. VAT where you are VAT registered.
39. Wheel alignment and balancing and adjustments to
suspension.

The following vehicles and uses are excluded from cover
provided under this policy.
Vehicles:
• Not designed and manufactured to UK specifications.
• Modified from the manufacturer’s specification.
• Which include any experimental equipment, whether or
not supplied by the manufacturer.
• Owned temporarily or otherwise (resulting from tradein
or acquisition for the purposes of resale) by a lease
company or business formed for the purposes of selling
or servicing motor vehicles.
• Designed to carry more than eight people including the
driver.
• Over 3500kg gross weight.
• Which are classified as non-passenger cars, motor
caravans, caravans, kit cars or replica cars.
• Specifically designed for primary sale in Northern,
Southern and Central America.
• Powered by rotary engine (except Mazda RX8).
• Powered by fuel cell or Liquid Petroleum Gas (LPG).
 

Any vehicle used for competition, trial (other than treasure hunts), track days, rally, racing, pace making or off road use. Any vehicle used for hire or reward, transportation of goods, driving school, delivery courier and emergency or recovery services.
 

This is a monthly renewable policy so cover will apply for
a period of one month from the date of commencement.
It shall be renewed automatically every month for which
the premium is received and accepted by us and continue until:
• Cancelled in writing by either party.
• The expiry date on your policy schedule.
• You fail to pay your monthly premium.
We reserve the right to revise your premium payable by
providing a minimum of 21 days prior notice by registered post to your last known address. As you pay separately for each month of cover, if you choose not to accept the revised premium you may cancel your policy and we will continue to provide cover for any remaining period for which you have already paid after the expiry of our notice period.
 

You must comply with the following conditions and
instructions to have the full protection of your policy. If
you do not comply with them we may, at our option:
• cancel the policy

• refuse to deal with your claim
• reduce the amount of the claims payment.
If breakdown occurs please help the claims office by
reporting your claim according to the following procedure.
All claims must be made as soon as reasonable and
in any case, no more than 30 working days after the
breakdown has occurred.
Prevent Further Damage
In the event of any incident, breakdown or operation of
a warning hazard light, you must not drive the vehicle
further.
Fraud
You must not act in a fraudulent manner. If you, or
anyone acting for you:
• make a claim under the policy knowing the claim to be
false or fraudulently exaggerated in any respect or
• make a statement in support of a claim, knowing the
statement to be false in any respect or
• submit a document in support of a claim, knowing the
document to be forged or false in any respect or
• make a claim in respect of any loss or damage caused
by your wilful act, or with your connivance
Then we:
• shall not pay the claim
• shall not pay any other claim which has been made or
will be made under the policy
• may at our option declare the policy void
• shall be entitled to recover from you the amount of any
claim already paid under the policy
• shall not make any return of premium
• may inform the police of the circumstances.
Subrogation
We may at our sole option take any steps in your name
against any person to recover any money we pay in
settlement of your claim. You must give us all assistance
necessary.
Contact the Claims office
Before any work is undertaken, you are required to
contact the claims office so that the claims procedure can
be fully explained to you.
The claim notification telephone number is 024 7652 7810.
Calls are recorded and monitored Claims Authorisation
For claims authorisation, the repairer must confirm:
• your policy number and vehicle details
• the exact mileage of your vehicle at the time of
breakdown
• the cause of breakdown and
• provide an itemised repair cost estimate
• provide a full service history from inception of cover.Cause of Breakdown Uncertain?
If the cause of the breakdown is uncertain, dismantling
work may be necessary.
• If this reveals that the breakdown is covered by this
policy and the claim is duly authorised, we will pay the
dismantling costs.
• If work reveals that the breakdown is not covered, you
must pay the costs incurred.
Only you may give permission for dismantling work
and you do so in the knowledge that you will be
responsible for the costs incurred if the fault is not
covered.
• This policy does not cover any costs related to
diagnostic work.
For claims involving a catalytic converter, details must be
provided to the claims office of the results of the tests
conducted showing the failure of your vehicle to pass an
exhaust gas emissions test prior to replacement along with the result of the successful re-test after the replacement of the catalytic converter to your vehicle.
For all claims involving a timing belt breakdown, we
require proof that the timing belt has been changed
in accordance with the time or mileage requirements
specified by your vehicle manufacturer. A copy invoice
for the change of the timing belt will be required showing the date of timing belt change and the odometer reading of your vehicle at this time.
If the claim is covered by this policy, verbal authorisation
will be given by the claims office to carry out the repair. A
claims authority number will be issued with an authorised repair cost, which is the most we will pay for the repair.
Authorisation of repairs will remain valid for 90 days.
If any part of your claim is declined you may request the
reason in writing. Please contact the claims office.
Use of an Engineer
At notification of any claim, or following receipt of the
estimate, the claims office reserves the right to:
• instruct an engineer to inspect your vehicle before
authorising any claim
• inspect any insured components which have been
removed, together with any original documentation,
within one calendar month after any repair or
replacement has been authorised or carried out.
When this right is exercised we shall have no liability for
any loss incurred by you arising from any possible delay.
Any decision on liability will be withheld until the engineer’s report is received.
Salvage
We accept no liability for the disposal of your vehicle or
any parts of it in any event.
Components
We reserve the right to use guaranteed original equipment manufacturer (OEM), factor, reconditioned or exchange units in the repair of your vehicle.
Payment of Repairs
Authorised Repairs
In most circumstances there will be no need for you to
pay the repairer, as we will pay them directly up to the
authorised repair cost or replacement cost.
If we are paying the repairer direct they must send the
claims office an itemised repair invoice stating the claim
authority number. They will be reimbursed up to the
authorised repair cost or replacement cost. You will be
liable for any costs incurred in excess of, or outside of, the liability of this insurance.
Occasionally a repairer will ask for payment directly from
you. Where you have paid the repairer, and we have
authorised your claim in advance, we will reimburse you
up to the authorised repair cost or replacement cost if
you send the claims office the receipted and itemised
invoice.

In the event of breakdown outside of the UK:
1. You must pay the repairer and claim reimbursement
direct from us by sending the claims office a receipted
claim invoice.
2. All other terms, conditions and exclusions of this policy
and the general conditions and exclusions of this
policy apply.
3. The repair cost or replacement cost will be reimbursed
at the exchange rate applicable on the date you paid the
repairer.
 

You must comply with the following conditions to have the
full protection of your policy. If you do not comply with
them we may, at our option:
• cancel the policy.
• refuse to deal with your claim.
• reduce the amount of the claims payment.
1. Servicing requirements
If your vehicle does not have a full service history at
inception of the policy, it must be serviced in accordance with
the manufacturer’s recommendations within 28 days of the
date of commencement of the policy.
Your vehicle must be serviced at a repairer in accordance
with the manufacturer’s recommendations detailed in the
vehicle servicing handbook within a tolerance of 30 days or
1,000 miles whichever occurs first, of the stipulated service
interval. It is your responsibility to establish your vehicle
manufacturer’s servicing schedules and to comply with them
by both time and mileage whichever is the sooner.
2. Timing Belts
The timing belt on your vehicle must be changed in
accordance with the manufacturer’s recommendations within
a tolerance of 30 days or 1,000 miles whichever occurs first,
of the stipulated change interval. It is your responsibility to establish your vehicle manufacturer’s timing belt change schedule and to comply with it by both time and mileage whichever is the sooner.
You should obtain acceptable proof that this work has been carried out as you will need to produce this in the event of a claim. Acceptable proof will be a copy invoice for the change of the timing belt showing the date the timing belt was changed and the odometer reading of your vehicle.

3. Vehicle Checks
Between services you must ensure that the regular vehicle checks are carried out, as recommended by the manufacturer and stated in the servicing handbook, for example: fluid level checks.
4. Changes in your circumstances
You must notify us immediately of any change which may
affect this insurance and in particular any of the following:
change of address, change of registration number, change of use and change of ownership of the vehicle. We will then advise you of any change in terms.
5. Vehicle registration
Your vehicle must be permanently registered in the UK
during the period of insurance and insured by a motor
insurance policy issued by an insurer authorised in the UK during the period of insurance.
In the event of breakdown outside of the UK:
1. You must pay the repairer and claim reimbursement
direct from us by sending the claims office a receipted
claim invoice.
2. All other terms, conditions and exclusions of this policy
and the general conditions and exclusions of this
policy apply.
3. The repair cost or replacement cost will be
reimbursed at the exchange rate applicable on the date
you paid the repairer.
If requested by the claims office, copies of service
invoices should be attached to the repair invoice when
sent for payment.
Unauthorised repair or replacement
Should you decide to give permission to the repairer
to commence work, without obtaining an authorisation
number from the claims office, you do so in the full
knowledge that we reserve the right not to meet your
claim because you have denied us our right under this
policy to agree cover, inspect the vehicle and manage
costs prior to its repair. You will have to pay the bill in full
and submit to the claims office for consideration.
When You Collect Your Vehicle
If you are aware, or believe, that the repair is not
satisfactory do not accept your vehicle and advise the
claims office immediately.
 

Statutory Cancellation Rights
If you cancel within 14 days of the receipt of the policy
documents, we will make a full refund of premium.
There is no refund of premium in the event of a total loss
claim.
You must tell us in writing to:
Administration Office
A1 Warranty Services Ltd,
3rd Floor,
4 Copthall House,
Station Square,
Coventry
CV1 2FL
Cancellation outside the
Statutory Period
You may cancel this policy at any time by providing 14
days written notice to:
Administration Office
A1 Warranty Services Ltd,
3rd Floor,
4 Copthall House,
Station Square,
Coventry
CV1 2FL
If you cancel this policy after the first 14 days of receipt of the policy documentation no premium refund will be given. Because you pay separately for each month of cover, when you cancel your policy, we will continue to provide cover for any remaining period for which you have paid but we will not provide a refund.
Cancellation by Us
We reserve the right to cancel the policy by providing 21
days prior written notice by registered post to your last
known address.
There is no refund of premium in the event of a total loss
claim.
As you pay separately for each month of cover, when we
cancel your policy we will continue to provide cover for any remaining period for which you have already paid after the expiry of our notice period.
Non-payment of Premiums We reserve the right to cancel this policy immediately on
written notice in the event your monthly premium has
remained unpaid by you for a period of 7 days after it is
due.
Varying Premiums
We reserve the right to revise the monthly premium
payable by providing a minimum of 21 days prior written
notice by registered post to your last know address. As you pay separately for each month of cover, if you choose not to accept the revised monthly premium you may cancel your policy and we will continue to provide cover for any remaining period for which you have already paid after the expiry of our notice period.
 

If you have cause for complaint, it is important you know
we are committed to providing you with an exceptional
level of service and customer care. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected.
When this happens, we want to hear about it so that we can try to put things right.

Who to Contact
The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:
• to be sure you are talking to the right person, and;
• that you are giving them the right information.
When you contact us:
• please give us your name and a contact telephone
number
• please quote your policy and/or claim number and the
type of policy you hold
• please explain clearly and concisely the reason for your
complaint.
So we begin by establishing your first point of contact.
Step One – Initiating Your Complaint
Does your complaint relate to:
A: Your policy?
B: A claim on your policy?
If A, please contact:
Customer Services,
A1 Warranty Services Ltd,
3rd Floor,
4 Copthall House,
Station Square,
Coventry CV1 2FL
Tel: 024 7652 7812
E mail: info@A1warrantyservices.co.uk
If B, please contact:
Claims office,
A1 Warranty Services Ltd,
3rd Floor,
4 Copthall House,
Station Square,
Coventry CV1 2FL
Tel: 024 7652 7810 E mail: claims@a1warranty.co.uk
In either case, if you wish to provide written details, the
following checklist has been prepared for you to use when
drafting your letter.
• Head your letter ‘COMPLAINT’.
• Give your full name, post code and contact telephone
number(s).
• Quote the type of policy and your policy and/or claim
number.
• Explain clearly and concisely the reason(s) for your
complaint.
The letter should be sent to the person dealing with your complaint along with any other material required.
We expect that the majority of complaints will be quickly
and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further:
Step Two – Contacting AXA Head Office
If your complaint is one of the few that cannot be resolved by this stage, please contact the Head of Customer Care who will arrange for an investigation on behalf of the Chief
Executive:
Head of Customer Care,
AXA Insurance,
Civic Drive,
Ipswich IP1 2AN
Tel: 01473 205926 Fax: 01473 205101
Email: customercare@axa-insurance.co.uk
Step Three – Beyond AXA
If we have given you our final response and you are
still dissatisfied you may refer your case to the Financial
Ombudsman Service (FOS).
The FOS is an independent body that arbitrates on
complaints about general insurance products. It will only
consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted.
The Ombudsman can be contacted at:
Insurance Division,
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: 0845 080 1800 Fax: 020 7964 1001
Referral to the FOS will not affect your right to take legal
action against us.
Our Promise to You
• Acknowledge written complaints promptly.
• Investigate quickly and thoroughly.
• Keep you informed of progress.
• Do everything possible to resolve your complaint.
• Learn from our mistakes.
• Use information from complaints to continuously improve
our service.
Calls are recorded and monitored.
Data Protection Act
Details of you and your insurance cover will be held by
us and the administrator in their records for underwriting, processing, claims handling and fraud prevention, subject to the provisions of the Data Protection Act 1998. We may send it in confidence for processing to other companies in the AXA Group (or companies acting on our instructions) including those located outside the European Economic
Area. By taking out this policy you consent to such use of
your personal data.