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Car Care Plan supports customers during lockdown
Car Care Plan supports customers during lockdown
From everyone here at Car Care Plan, thank you for staying home and helping to save lives during this unusual time.
With everything looking so uncertain at the moment, we wanted to reassure our customers that we are doing everything we can to provide excellent service and support. The information below helps to show the changes that have been put in place for customers during the period of ‘lockdown’ – where Government advice/guidelines are that, other than essential workers, the public should remain at home, avoid travelling and should only leave home for restricted activities.
Once these restrictions have been lifted, normal processes will apply once more.
Please don’t hesitate to get in contact if you have any questions or queries about your policy, we’ll be happy to help.
Alloy Wheel & Cosmetic
For Alloy Wheel & Cosmetic claims, customers should check the terms in their policy booklet before notifying their insurer of a potential claim as normal. The claim will be recorded, and a repair carried out as soon as it can be scheduled post lockdown. We acknowledge that in some circumstances customers will be returning vehicles under PCP arrangements before the repair is able to be carried out. Under those circumstances, Car Care Plan will make a contribution towards the cost of the cosmetic repair, in accordance with its normal schedule of costs.
We won’t be making any changes for GAP policy holders. Customers will continue to benefit from their usual cover in the event of the vehicle being declared a total loss as the underlying motor insurance policy still operates, so claims should go ahead as usual.
For MOT policy holders, policies will be extended for certain customers. This is due to the fact the UK Government has announced an extension of up to 6 months if a MOT expires on or after the 30th March 2020. In light of this, we will automatically extend the MOT policy to ensure that customers can benefit from their policy at the time that the MOT takes place, in accordance with the guidelines issued by the Government.
We won’t be making any changes to policy details for Tyre policy holders. It’s still currently possible for customers to get replacement tyres from service centres that are open, so customers should go ahead with the claims procedures as detailed in the policy booklet.
As usual, customers will be contacted when their warranty is due to expire. Renewal of warranty policies can be arranged following this with online purchase making renewal simple, as well as the option to renew via post. The only exception will be customers who have chosen not to receive communications from Car Care Plan offering renewal.
Outside of the UK, or in the UK where the warranty administrator has been unable to contact a customer, they should contact their retailer to arrange for renewal of their warranty. If the retailer isn’t available, customers should contact the warranty administrator who will make a record of the request and arrange for the retailer to provide the warranty once the retailer has reopened. Contact details for the warranty administrator are in the customer’s warranty booklet.
In some circumstances, we require a vehicle to have a multi-point inspection prior to the warranty being purchased. However, Car Care Plan will waive that requirement in the following instances: where a customer has an existing warranty or a warranty that has just expired in lockdown, and the customer has been unable to contact the dealer, as long as the vehicle has been serviced in accordance with the manufacturer’s service requirements, or within the period of grace detailed below.
It’s a requirement of warranty policies that the vehicle normally follows the manufacturer recommended service schedule. Car Care Plan usually allows a period of grace of up to one month or 1,000 miles beyond that scheduled date. During this period of lockdown we will double that period of grace to two months, 2,000 miles and we will closely monitor this position and review it as the situation develops.
Customers who have a policy in place and identify a fault with their vehicle should contact the warranty administrator on the number shown in their warranty booklet. The administrator will record the details of the fault, then the repair will progress once the repairer is able to diagnose the fault and schedule the work. We must advise customers that vehicles should not be driven in an unroadworthy condition. If the vehicle has a fault, the customer must contact the warranty administrator immediately for advice. Failure to do so may invalidate a claim.
If you would like further information or anything to be clarified, please get in touch and our friendly team will be happy to help.
Thank you again for staying home and being patient during this time.