Roadside Assistance You Can Count On

If your vehicle breaks down in the UK, please call our control centre on 01206 785848, which is available 24/7, 365 days a year. Please have the following information available for our rescue coordinator:

• Your telephone number
• Your policy number and vehicle registration
• Information on what has happened to your vehicle
• Your location such as postcode or GPS coordinates

It is important you tell us any special circumstances such as if you are towing something, have animals with you, are in bad weather or if any passengers have special needs.

In the event you need a recovery operator, this means we haven’t been able to repair your vehicle by the roadside, so we’ll tell you who is coming and how long they will take, so please keep your phone handy for updates. Please ensure you are with your vehicle when help arrives, and it’s very important to follow the rules in the Highway Code.

Should you break down on a motorway and are unable to contact us or don’t know your location, please use an SOS box, where you can tell emergency services our number and they’ll contact us.

The earliest we will cover you is from 24 hours after purchase.

If you have taken out a new policy, you will need to wait 24 hours for the cover to start. You may also select a date more than 24 hours in the future for the policy to start. All of our policies will have a 24 hours’ notice inception period, which includes any amendments made.

The exception is for policies which have not lapsed and are renewing, in which case you will have continuation of cover and the 24 hour inception period will not apply.

At Veerkle, we use a large nationwide network of Recovery Operators, meaning wherever you break down, help won’t be far away. We aim to have a Recovery Operator with you within 60 minutes.

All of our policies offer up to 6 callouts for each insured vehicle or insured person while on cover.

We aim to have a Recovery Operator with you within 60 minutes, however this may vary due to factors outside of our control such as traffic or an accident. In terms of European policies, this may differ depending on your location.

Whether you pay an excess or not will depend on your policy and what you select. Within our online quote and buy journey we offer the customer to select their excess amount up to £50, while we also offer the option to pay £0 excess.

Yes, Veerkle provides cover for electric vehicles across our UK and European policies.

Yes, we have a network of electric vehicle recovery operators who are able to deal with high voltage battery systems as well as other parts of an electric vehicle which may go wrong.

If we’re unable to fix your electric vehicle at the roadside, our team of experts will find the most suitable local garage to repair your vehicle, and if a local repair is not possible, we’ll recover you in accordance with your policy limits.

You are covered in Europe if you have chosen and paid any additional premium for our European Extension. The extension and benefits will apply to the Territorial limits listed in the Policy Wording.

If you require a vehicle recovery further than the entitlement specified in your policy, we will happily take you to your chosen destination, however any payment for additional milage will need to be paid upfront over the phone by credit/debit card at the time the assistance is required.

Yes, if you are involved in an accident we will provide service in line with the breakdown cover level you have purchased.

At Veerkle we cover any car, motorcycle or van up to 3.5 tonnes which is being driven by you or you are travelling in as a passenger at the time of a breakdown. For full details on what is and is not covered please see our Policy Wording.

At long as your vehicle or the vehicle you are travelling in is roadworthy and meets our eligibility criteria, we will cover vehicles up to 20 years old or up to 15 years old with the European extension.

If you breakdown while a caravan or trailer is attached to your vehicle, we’ll recover it at no extra cost as long as it has a standard 50mm tow ball hitch and it is no longer than 7 metres/23 feet (not counting the A-frame and hitch). Unfortunately anything outside of those parameters and accidents or breakdowns to the caravan or trailer itself will not be covered.

If you put the wrong fuel in to your vehicle, we’ll pay up to £250 (including VAT) for a recovery operator to:

• Drain and flush the fuel tank at the roadside, or
• Take your vehicle and passengers to a nearby garage to drain and flush the tank
• 5 litres of the correct fuel

On occasions, putting in the wrong fuel can cause serious damage that draining won’t fix, in which case our policies will not cover repairs for that kind of damage.

If you are not covered, our Recovery Co-ordinator will offer you a quote to assist on a pay on use basis. It is your choice to decide whether or not to proceed, and if you choose to proceed, you’ll need to pay for the assistance at the time by a credit or debit card.

Our claims team are happy to pass on up to 2 messages to friends, relatives and colleagues to let them know of your situation.

For policies purchased under vehicle cover, you will only be covered for the vehicle(s) registered on our database. This means any change in vehicle, must be notified immediately by contacting the Veerkle customer service department. Please provide us with your policy number, the new registration, make and model of the vehicle and the date you would like the make the change from.

If your change in vehicle means your new vehicle is in a different age bracket compared to your existing one, you may be charged an additional premium. We do not provide a refund or credit and will not be covered for the first 24 hours of updating your vehicle details with us.

Providing you have selected and paid the additional premium for our European extension, we will cover you in the following territorial limits:

Andorra, Austria, Balearics, Belgium, Bulgaria, Canary Isles, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey (for non-residents) Hungary, Italy, Jersey (for non-residents), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Sardinia, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, and Vatican City.

If your vehicle breaks down in Europe, we’ll send a recovery operator to help and they’ll try to fix your vehicle at the roadside for up to 60 minutes. If they cannot fix your vehicle within 60 minutes, they will take your vehicle and everyone in it to the nearest suitable garage which can fix it. In some countries, this may mean storing your vehicle first and delivering it to the suitable garage later.

Some motorways and main roads in Europe only allow private low trucks, therefore you will need to get help using an SOS phone by the roadside, of which we’ll refund up the limit following you giving us proof of payment.

For any help in Europe, please call us on 01206 785848. It is important you have the following with you before you travel:

• Credit Card (for hiring cars and some hotels)
• Driving Licence
• V5C document for your vehicle
• International Driving Permit (if needed for the countries you’ll be driving in)
• Proof of your travel dates in and out
• Your travel itinerary

If your vehicle cannot be covered in Europe, you will receive an email advising so, which is likely due to the age of the vehicle which you require cover for. Our policies only allow European Breakdown cover for eligible vehicles up to 15 years old.

Yes, Veerkle offers the choice of paying for your policy annually or monthly.

Your policy documents can be found on our website under the “Policy” section. The documents would also have been emailed to your chosen email address upon purchasing your policy.

If at any point the service does not meet your expectations, you can make a complaint via the following:

If your complaint is about a claim you have made:

Breakdown Cover
Email: customerservices@call-assist.co.uk
Telephone: 01206 771 788

Key Protection
Email: customer.care@davies-group.com
Telephone: 0344 856 2015

Motor Insurance Excess
Email: customer.care@davies-group.com
Telephone: 0344 856 2015

Motor Insurance Replacement Vehicle
Email: customer.care@davies-group.com
Telephone: 0344 856 2015

Parts and Labour
Email: customer.care@davies-group.com
Telephone: 0344 856 2015

Pothole
Email: CVT@mbginsurance.com
Telephone: 0191 259 6378

Alternatively, if your complaint relates to the sale of a policy:

Email us at: complaints@veerkle.com

Call us on: 0113 841 6731

If you cancel your annual policy within the 14 day cooling off period, there is no charge and you will receive a full refund, providing you have not made a claim.

If you cancel after the 14 day cooling off period, no refund of premium is payable.

No refund of premium is available for any policy with a policy period of less than one month.

Yes, please make sure that the registered card holder is present and can provide permission for any payments. Please be aware if you opt in to Automatic Renewal, we will take the renewal payment from this card next year, therefore it’s important to ensure you have the card holders permission for any payments.