FAQ

What happens if my vehicle breaks down at the roadside?

If your vehicle breaks down in the UK, call our 24-hour rescue line and request assistance. Please quote your registration and have ready the details of your location as well as a contact telephone number. We will first attempt to repair your vehicle by the roadside, but if this is not possible we will recover the vehicle to the nearest garage able to undertake the repair. If this is not possible, providing you have purchased the relevant level of cover, we will arrange transport for you, your vehicle and up to 6 passengers to be recovered to your home address or original destination. If you have chosen our Roadside option, we will recover you to any chosen destination within a 10 mile radius from the scene of the breakdown.

What happens if I have purchased Swift Roadside cover but need a recovery more than 10 miles?

If you have purchased our Swift Roadside cover and require a recovery further than your 10 mile entitlement, we will gladly take you to your chosen destination, but will require payment for any additional mileage. Payment must be made over the phone by credit/debit card at the time assistance is required.

What happens if my vehicle breaks down at home?

Provided you have purchased the right level of cover, we will assist you within a one-mile radius of your home address. If we are unable to repair your vehicle, we will recover it to the nearest garage able to undertake the repair. If it is late in the evening, we may advise you to call for assistance the following day when garages, able to effect a repair, will be open.

How quickly will you come out to me?

We aim to have an agent with you in less than 40 minutes, however this may vary in mainland Europe, depending on your location.

Will you take me back home if you can't repair the vehicle abroad?

We will first try and repair your vehicle roadside and, if this is not possible, recover you to a local garage for repairs. We may offer you alternative options of assistance in accordance with the policy wording to ensure you are inconvenienced as little as possible. If the vehicle cannot be repaired within a reasonable amount of time, to be agreed between you and our rescue controller, we will recover you, your vehicle and up to 6 passengers back to the UK.

Will you pay for labour or parts needed to repair the vehicle?

No, any work carried out, other than roadside assistance, will be a separate contract between you and the repairing garage. You will need to pay for all parts fitted roadside or at the repairing garage.

Do you pay for my hotel if I'm away from home?

Depending on circumstances, we will pay a maximum of £40.00 for a lone traveller or £60.00 per person for you and up to 6 passengers for overnight accommodation. This process is on a pay and claim basis and authorisation must be gained from our rescue controller. This facility is only available with Swift Rescue, Swift Rescue & Home Assist and Swift European cover options.

Do I get a hire car?

If our repairing recovery operator is unable to repair your vehicle within the same working day, or a period agreed between you and our rescue controller, we will pay up to £100.00 towards the cost of alternative travel or car hire, plus a single standard rail ticket to collect the repaired vehicle. This service can only be used to complete a journey if your vehicle is being repaired a minimum of 20 miles from your home address. This process is on a pay and claim basis and authorisation must be gained from our rescue controller. This facility is only available with Swift Rescue, Swift Rescue & Home Assist and Swift European cover options.

Am I covered in any car?

Our policy only covers the vehicle registered on our database. The registered vehicle is covered for any driver.

What happens if I change my vehicle?

Any change of vehicle must be notified immediately as we will only assist vehicles registered on our database. Providing the vehicle has no major modifications and is in the same age band as the existing vehicle on cover, there will be no change in premium.

Is the vehicle covered for accidents?

No, should you be involved in an accident, you would need to contact your insurance company.

Are lost, stolen or broken keys covered?

Yes. We will dispatch the most appropriate form of assistance to deal with the situation.

What happens if I put the wrong fuel in my vehicle?

We will recover you and your vehicle to the nearest garage able to undertake the repair, or recover you to your home or original destination if this is not possible.

Am I covered if my vehicle runs out of fuel?

No, unless there is a mechanical or electrical fault, which caused the problem, this is an exclusion within the policy. We can however assist on a pay on use basis by taking credit or debit card details.

What happens if I am not covered for the fault on the vehicle?

We can assist on a pay on use basis by taking credit or debit card details.

Am I entitled to a second call out if you can't recover my vehicle to a garage?

No, we will only take you to your chosen destination under the initial call out. You are only entitled to one call out per fault. If you are at home and garages are closed, provided you have purchased the right level of cover we may advise you to call for assistance the following day. If we can't effect a repair, we will be able to recover you straight to a repairing garage.

What if my car is stolen or vandalised?

In the event that your vehicle is stolen or vandalised, you should contact your insurance company.

Is there a limit to the distance I can be recovered?

Provided you have purchased Rescue, Rescue Home & Assist or European cover, no. If your vehicle cannot be repaired at the roadside or a local garage within a reasonable amount of time, we will take you, your vehicle, and up to 6 passengers home or to your destination anywhere in the UK. If you have purchased our Roadside cover, you are entitled to a recovery within 10 miles of the scene of your breakdown.

What if I want my partner's vehicle to be covered?

You can add further vehicles to the policy online at the time you take out cover.

What if I have a problem with my caravan or trailer?

Your policy covers the vehicle for breakdowns only. If your vehicle breaks down and your caravan or trailer is attached, providing it meets the policy requirements, it will be recovered with the vehicle. If you have a problem with your caravan or trailer and not the vehicle, we will be able to help you but you will need to pay for the service immediately on a pay on use basis by credit or debit card.

What if my trailer contains horses or other livestock?

Recovery of a trailer containing livestock is not covered as part of the policy and will be totally at the discretion of the agent which attends the scene. If the trailer cannot be recovered with the livestock inside, providing you do not know anyone locally who can help you, we will try to contact a local company which can provide assistance in transporting the livestock separately. You will need to pay for the additional service immediately on a pay on use basis by credit or debit card.

What happens when my vehicle has to go to a garage, do you book it in?

We will find out if there is a particular garage you wish to be recovered to and ask you to book it in. We can also source a garage for you if necessary and pass you the details.

What happens if I can't pay for repairs?

We would expect you to have adequate funds to cover the repairs as you would if you have your vehicle serviced.

What happens if I cancel my callout?

If a call out is cancelled by you and a recovery operator has already been dispatched, you will lose a call out from your policy. We will recommend you to wait for assistance to ensure the vehicle is functioning correctly. If you do not wait for assistance and the vehicle breaks down again, you will be charged for the second and any subsequent call outs.

What European countries do you cover?

The following countries are covered under the European extension: Andorra, Austria, Balearics, Belgium, Bosnia Herzegovina, Bulgaria, Canary Isles, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Sardinia, Serbia, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey (west of Bosphorous) and Vatican City.

Will you pay toll or ferry fees?

We will pay ferry and toll fees only within the confines of the United Kingdom and Northern Ireland.

What happens if my vehicle breaks down abroad?

If you have broken down on a toll or private road in Europe, you must first obtain assistance from the local authorities by using the phones situated along the route. Once you have been recovered off the toll road, you can then contact us for assistance using the numbers printed in the policy wording.

Do I need to take any extra documents if I travel abroad?

Yes, it is your responsibility to ensure you comply with the laws of the countries you will be visiting. As a minimum, you will need to take your driving licence including any additional documentation, your V5 vehicle registration document and insurance documents with you. Last but not least, don't forget to take our policy with you.

How many vehicles do you repair roadside?

We repair 76% of vehicles roadside.

30: What happens if my vehicle breaks down on the motorway?

If your vehicle breaks down on the motorway in the UK and you are unable to use your mobile phone, you must use the emergency telephones situated at 1-mile intervals. Police services will take your details and contact us to arrange the recovery.

What can't be covered under the policy?

We cannot cover vehicles in excess of 3,500 kg (3.5 tonnes) and vehicles more than 5.1816 metres (17 feet) long, 1.9050 metres (6 feet 3 inches) wide and 2.4384 metres (8 feet) high. Vans, minibuses, limousines, vehicles of a commercial nature or vehicles used for hire and reward. Any request for service if the vehicle is being used for motor racing, rallies, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities. Please refer to your policy wording for full terms and conditions.

My vehicle has locking wheels and a space saver, what happens if I can't change my wheel?

We will gladly assist you although you must have a legal and serviceable spare wheel which can be fitted. You must also have all keys for any locks with you and the correct wheel studs for the spare wheel if it is a different size to the standard wheels. If you do not have the necessary parts to enable us to change the wheel, you will need to pay for the service immediately on a pay on use basis by providing debit or credit card details.

What happens if my mobile phone is running out of charge and I need to let people know about my situation?

We will gladly pass on up to 2 messages to friends, relatives and colleagues to inform them of your situation.

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Existing Breakdown Customers

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