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Warranty: Frequently asked questions

To assist you in your choice of warranty product we have put together our customers most frequently asked questions…

What do I do if my car breaks down or develops a fault?

If your car breaks down, or a warning light is illuminated, do not continue to drive your vehicle.

Contact the Claims Administrator on 0333 009 1700 (open 9am to 5pm Monday to Friday) to report the claim.

Please do not proceed with repairs until they have been authorised by the claims administrator.

Please ensure the repairer calls the claims administrator before any work is started and repairs are commenced after the 6-digit authority number is issued.

Where is the repair carried out?

To keep things flexible for you we do not specify where you have to take your car in the event of a claim.

When giving authorisation for repairs we will assess repair times in line with Autodata (or equivalent) recommended repair or service times and hourly labour rates at a maximum of £60 + VAT per hour OR £100 + VAT depending on your preference when purchasing the policy.

Who pays the bills?

ALA Warranty settles any repair costs directly with the repairer.

On completion of the work, please arrange for us to be sent the repairer’s invoice quoting the policy number.

All invoices must be made out to TWG Services Limited.

When do I service my vehicle? Who pays for it?

You should always have your vehicle serviced according to the service interval recommended by the manufacturer.

This should be done at a VAT registered garage and would be paid for at your own expense. Failure to do so will invalidate your Warranty.

Can I cancel my ALA warranty and get a refund?

If you cancel your ALA warranty within 30 days of the start date of the policy, and you have not made a claim, you will receive a full refund of the premium paid.

If you cancel the policy after the 30 day cooling off period, you will receive a pro-rata refund based on the number of full unexpired months of cover remaining, less the cost of any accepted claim and any administration fee which may apply at the time.

Is my ALA warranty renewable?

When your cover is due to expire, we will contact you regarding the possible renewal of your ALA warranty. Provided the vehicle still meets the requirements of the cover we can provide a new quote and provide you with a returning customer discount.

What happens if I sell the Vehicle, covered by the Warranty?

There are a few options if you do decide to sell the vehicle you have covered with us.

If the ownership of the vehicle has been transferred (and subject to eligibility criteria at the time) we will transfer the policy to the new owner. Please contact us on 01653 916304 within 14 days of the change of ownership.

“A transfer can only be made in the event the vehicle has been sold to another private individual (not a motor trader or retailer.) for a fee of £25 payable by the original policy holder.”

Alternatively, you can cancel the policy and receive a daily pro-rata refund, less the cost of any accepted claim and any administration fee which may apply at the time.

Does my vehicle need to be inspected before I can buy cover?

Definitely not – we are one of the only independent warranty providers NOT to insist on an inspection of your vehicle.

Does my vehicle have to have a full service history?

We wouldn’t ask for a full service history in the event of a claim, but to qualify the vehicle must have been serviced within the last 12 months from the start date of the policy. You must also follow the vehicle’s manufacturer guidelines such as checking your vehicle’s oil level on a weekly basis.

Does ALA provide a warranty for any vehicle?

ALA Warranty can cover cars, vans and pickups only and your vehicle must:
– be built to and not modified outside of UK Manufacturer’s specifications
– not be a vehicle used in public service capacity e.g. policy force, military service or fire service
– not be used for hire or reward, professional instruction, competition or off road use, motor rally, track days, speed or duration tests or any practice for these events whether they are timed or untimed
– not be beneficially owned by a company or person involved in the business of vehicle repair servicing, dealership or by an employee of either type of company
– not be a vehicle with a gross weight of more than 3.5 tonnes

Will I always be able to speak to a Customer Services Representative in the UK?

Yes. We pride ourselves on being a UK company. We are based in Malton, North Yorkshire and if you need to discuss any aspect of your cover you will always be speaking to one of our UK advisors.

Are there any ongoing mileage restrictions?

Whilst mileage will be confirmed when you obtain a quote to ensure you are eligible for cover, ALA Warranty does not limit your annual mileage. There are also no maximum limits on your total mileage throughout the course of the warranty.

Does the ALA Warranty pay for recovery?

Subject to prior authorisation and in the event of a valid claim, your policy includes as standard a contribution of up to £50 for vehicle recovery.

If you decide to include annual Breakdown Cover when purchasing your warranty policy, you will then be covered for roadside assistance, recovery, at home cover and onward travel costs.

What if I need a hire car?

If the recommended repair time is over 8 hours (according to Autodata or equivalent) and the matter cannot be resolved in any other way, we will contribute up to £50 per day for alternative transport for up to a maximum of 7 days.

This would need to be authorised by the claims administrators first, arranged by you and then you will be reimbursed on receipt of a car rental agreement from a VAT registered car rental company.

What if I break down outside of the UK?

If your vehicle suffers a mechanical or electrical breakdown whilst you are in the European Economic Area (EEA) you are covered by your ALA Warranty for 60 days in a 12 month period.

How can I pay for my ALA Warranty?

We accept payment using all major credit and debit cards. Cover can be purchased for a one-off payment and we also accept payment by 0% monthly instalments.

What do I do if I need to make a complaint?

ALA prides itself on the excellent customer care our team and our suppliers provide and the strength of the products that you purchase from us. We therefore take any feedback or complaints very seriously.

If you do have a complaint, please follow the procedures below:

For complaints regarding the sale of the policy, please contact ALA directly

By telephone: 01653 916304
By email:
By post: ALAIB Limited T/A ALA Insurance Brokers
Unit 3, Park Farm Courtyard
YO17 6QX

For complaints relating to the sale, administration
or claims handling of this policy please contact:

Customer Relations Team
TWG Services Limited
The Aspen Building, Floor 2
Vantage Point Business Village
GL17 0AF

Telephone: 0330 100 3247

If your complaint addressed to the above party is not resolved to your satisfaction you may within 6 months of a final decision please contact the Financial Ombudsman Service free of charge at:

Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123.