Frequently asked questionsQUOTE ME
To assist you in your choice of warranty product we have put together our customers most frequently asked questions...
If your car breaks down, or a warning light is illuminated, do not continue to drive your vehicle.
Contact the Claims Administrator on 0330 100 3728 (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 reapirs are commenced after the 6-digit authority number is issued.
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 lavbour rates at a maximum of £60 + VAT per hour.
RAC 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.
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 RAC Warranty.
If you cancel your RAC 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.
When your cover is due to expire, we will contact you regarding the possible renewal of your RAC Warranty. Provided the vehicle still meets the requirements of the cover we can provide a new quote an provide you with a returning customer discount.
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.)
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.
Definitely not - we are one of the only independent warranty providers NOT to insist on an inspection of your vehicle.
Yes, your car must have been serviced in accordance with the manufacturer guidelines and you will be required to confirm this at the time you purchase cover.
You will also be required to continue to maintain the car in this way.
It is widely accepted that, when buying a car, one with a full service history will have been better maintained and so be more reliable. This not only reassures you of the cars past but will also be more appealing when you come to selling your car.
RAC Warranty can cover cars, vans and pickups only and you 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
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.
Whilst mileage will be confirmed when obtain a quote to ensure you are eligible for cover, RAC Warranty does not limit your annual mileage. There are also no maximum limits on your total mileage throughout the course of the warranty.
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 RAC Breakdown Cover when purchasing your warranty policy, you will then be covered for roadside assistance, recovery, at home cover and onward travel costs.
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 us first, arranged by you and then you will be reimbursed on receipt of a car rental agreement from a VAT registered car rental company.
If your vehicle suffers a mechanical or electrical breakdown whilst you are in the European Economic Area (EEA) you are covered by your RAC Warranty for 60 days in a 12 month period.
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 monthly instalments.
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: email@example.com
By post: ALAIB Limited T/A ALA Insurance Brokers
Unit 3, Park Farm Courtyard
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
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:
Harbour Exchange Square
Telephone: 0800 023 4567 or 0300 123 9 123.