Coronavirus: our latest updates

Latest update: 25th March 2020

As Coronavirus (COVID-19) continues to have a growing impact on all of our lives, we want to provide everyone with regular updates on the following:

  • How to buy cover
  • What to do if you break down in the UK
  • Any changes to our service
  • Our European cover

Please make sure you read all the sections that apply to you.

Before we continue, we want to wish all our customers, employees and partners the best during this challenging time.

A message to anyone looking to buy cover

If you’re looking to get a new breakdown cover policy, you will have to do this online. This is so we can make sure our call centres are available for any customers in need of help.

To get cover in the UK, or across the UK and Europe, please visit this page.

If you’re looking to buy cover in Europe only, please read the ‘Important update on European cover’ section further down this page. Once you’ve read that, you can get cover here.

What to do if you break down in the UK

The safety of our customers and staff remains our top priority, so we’ll continue to help you if you break down.

However, there are some steps we’ll need you to take, depending on your situation.

If you’re self-isolating at home due to potentially having the virus, or because someone in your home has shown symptoms, we can only help you after your isolation period is over.

Once your isolation is over, use the advice below, depending on your situation when you break down.

If you break down in a safe place (such as at home or not on a motorway)

If you break down in a safe place, we need you to use the free Green Flag app to arrange your rescue, if you can. Due to changing circumstances, we’re likely to experience long delays on our phone lines. So, the app is the quick and easy way for you to get our help.

If you break down on a motorway or when towing something

If you’ve broken down in a potentially more dangerous location, such as on a motorway, or if you’re towing something, please do not use the app. Instead, call us on 0800 400 600.

Any customers with Business breakdown cover or an Excess policy should also call us on 0800 400 600 if you break down.

Changes to our service when you break down

To maintain safe social distancing and keep everyone safe, if we can’t fix your vehicle at the roadside, we’ll no longer allow customers to sit with our technicians. You’ll have to remain in your vehicle as it’s being towed.

To make sure you get wherever you need to go, we’ll take you to a safe location where you can access public transport or have someone you know pick you up. Depending on your cover level, we’ll cover any public transport costs, and once you’re safe, we’ll take your vehicle to a different location if required.

An important update on European cover

First and foremost, before you travel or purchase any European cover from us, we highly recommend that you check the GOV website for the latest advice.

We’re still able to offer you cover across Europe, but there are some temporary limitations as we work within the guidelines set out by different countries.

If you’re purchasing Single-trip or Annual Multi-trip European cover, the start date of your cover will have to be the 23rd April or later. It’s worth noting that there are no cancellation fees for these two cover levels. So, if you do have to cancel your trip and your cover, you won’t be out of pocket.

Due to varying local conditions, we may not be able to offer you the same quality of cover we usually provide across some European countries. But, we will continue to try our best to help you quickly and effectively, wherever you are.

Any customers who already have European cover, don’t worry, you’re still covered. This is the case for any customers with an active Single-trip European, Annual Multi-trip European, or Euro Plus policy. However, please do check the latest Government advice before travelling.

Additional information

MOTs

Lorries, buses and trailers have all had their MOTs suspended for up to three months. MOTs for cars, bikes and light vans are currently being reviewed.

However, it’s up to motorists to make sure that their vehicle remains in a safe, road-worthy condition. If your vehicle isn’t safe, you could face a fine of up to £2,500.

So, it’s very important that you still look after your vehicle. Thankfully, garages are allowed to stay open for important maintenance and repair work. So, if your vehicle needs any work, your local garage may be able to do this for you.

We highly recommend visiting our servicing, maintenance and repair partner Who Can Fix My Car to see which garages are still open for business in your area. Their network of garages is the largest in the UK, and they are in constant communication with the entire network to keep their website up to date.

Also, rest assured that we’re here to help you and your vehicle if you do break down.

Plans for the future

We’re closely following Government and WHO guidance, and monitoring the situation. While the future is full of unknowns, we’ve put together contingency plans to help with potential challenges (such as any further travel restrictions).

We’re also making sure our technicians have the latest official Government advice as soon as it’s available. This is to ensure they can work in the safest way possible for themselves and for our customers during the pandemic. I’m incredibly proud of our staff who work around the clock to help our customers, whatever happens. 

Finally, we want to reassure everyone that while what’s going on around the world right now is unprecedented, we’re working hard to make sure we can help keep you on the move. Keeping all our customers and our staff safe, 24/7, was our priority before this pandemic, and it will stay our priority throughout it and beyond.

For advice on how to prevent a breakdown, or how to stay safe during one, our quick guide is a handy read.

Keep an eye on our Twitter and Facebook pages for up-to-date news from us. Or, you can check back here.