Member s Glove Box Document. this page Details about each of our zero-charge member services..

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1 TotalVan VanAssist get more, get covered. Member s Glove Box Document with our handy at-the-scene accident form Contents of this document Cover summary and ways to get immediate help from us.... this page Details about each of our zero-charge member services.. page 2 IMPORTANT! 6 reasons why you must call us first after an accident, not your insurer. page 3 Total Van Assist membership Terms and Conditions page 4 Handy at-the-scene accident form to help you get the details you need after an accident... page 5 Summary of cover & benefits Covers any commercial vehicle up to 7.5 tonnes 24/7 freephone helpline UK-wide vehicle recovery after a non-fault accident Professionally managed local vehicle repair Avoids you having to pay any insurance excess Protects your No Claims Discount As-new like-for-like replacement vehicle Our vehicle is delivered to you anywhere in the UK Physiotherapy treatment bypassing NHS waiting lists Expert legal support Cover against uninsured traced third parties * See further details overleaf Who and what is covered? 1) You, your partner and all your children of any age are covered for driving any vehicle and also as passengers. 2) You and any other member of your family can use your cover even for a vehicle that s not your own that you re driving or are a passenger in at the time of an accident anywhere in the UK. Cover against uninsured third parties In the event of a non-fault accident within the UK where there is an identified but uninsured third party, in most cases we will still provide you with the same benefits. 3 ways to get immediate help from us when you need it Call our 24/7 member s helpline on: us at: accident@totalvanassist.co.uk Report your accident online at: AssistProtect get more, get covered. page 1 of 5

2 Further details on the essential services & benefits included in your cover UK-wide vehicle recovery party that renders your vehicle unsafe and/or unlawful to drive, we will recover the vehicle 24/7 UK-wide. Zero-excess zero-charge vehicle repair party which has resulted in damage to your car, one of our Approved Repairers local to you will repair your car. You will not have to pay the excess on your own motor insurance, and your no claims bonus is also protected. Like-for-like replacement vehicle party which has resulted in damage to your car, we will provide an as-new category like-for-like replacement commercial vehicle. For your maximum convenience, we will deliver this replacement vehicle to your home or wherever you wish in the UK, so you won t have the hassle of having to go and collect it from a garage. Category like-for-like replacement means we will deliver you a vehicle that is in the same category as your own. So for example, if your vehicle is a Ford Transit with refrigeration, then the vehicle we deliver you will be another similar van (e.g. A Ford Transit or Vauxhall Movano or Mercedes Sprinter, etc) with refrigeration. In short, you'll always be put in the advantageous position of being able to drive the same type of commercial vehicle as your own and thus continue working with minimal interruption and lost income while we complete your vehicle s repairs. 24/7 freephone helpline Based in the UK and staffed by highly trained personnel who are able to help you immediately. Private clinic physio and healthcare In the event of a non-fault accident within the UK where there is an identifiable insured third party where you suffer a personal injury as a result of the accident we will provide treatment to whoever has been injured at a private clinic local to you. Specialist legal support In the event of a non-fault accident where there is an identifiable insured at-fault third party where you suffer a personal injury as a result of the accident where such personal injury is likely to exceed 1,000 in damages, our specialist solicitors will provide you with comprehensive legal support. You will keep up to 100% of your compensation award. Saving your excess and no claims bonus As long as you contact us first after a non-fault accident rather than your insurer - so it s us who complete your car s repairs - you will not have to pay any of your compulsory or voluntary insurance excess like you would normally have to with your motor insurer. Furthermore, because we never claim on your motor insurance policy you re no claims bonus is effectively preserved for you. Regular updates and hassle-free process We ve all heard the stories from friends about the hassles they had following an accident: never being kept informed, having to repeatedly chase up their insurer about their repairs, and so on. As our member you ll have none of that: we ll keep you regularly informed on the progress of your vehicle s repairs and about what s happening generally by phone, text and Discounts on servicing, MOT, tyres & more As a member of Total Van Assist, you and everyone in your immediate family can access all our discounts, deals and special offers on our website: page 2 of 5

3 6 important reasons why it s essential to contact us first after an accident rather than your motor insurer, because you re a lot better off when you do 1 You won't have to pay any of your insurance excess with us Our process ensures you won't pay any of your voluntary or compulsory insurance excess in the event of a non-fault accident. 2 We deliver you a like-for-like replacement car, not a courtesy car We'll give you a superb, as-new, like-for-like replacement commercial vehicle of the same type and spec as you re own that we'll deliver to your home, place of work or anywhere in the UK that you wish. You don't have to go and collect it yourself. 3 With us, your No Claims Discount cannot be adversely affected Our process ensures that no claim is made on your motor Discount. insurance policy, which effectively protects your No Claims 4 You are not legally obliged to report an accident yourself, so let insurance experts do it An accident has to be reported to your motor insurer, yes - but it is not a legal requirement that this has to be done by you personally. Our team will do this for you after speaking with you, which will save you a lot of hassle. 5 Claiming yourself is going to involve a lot of time & hassle If you've ever claimed on your insurance before you'll know how stressful it can be. So why burden yourself? Our team are highly trained in the administration of insurance claims - it's what they do all day every day! 6 It's unlikely that your insurer will provide accident recovery Vehicle recovery after an accident is not part of a standard motor insurance policy and unlikely to be included in any breakdown cover you have either. But with us you'll be recovered free of charge from anywhere in the UK. page 3 of 5

4 Terms and Conditions Total Van Assist is designed to ease the burden of the logistics and legal concerns which arise from accident-related damage. Subject to the terms below, the service aims to provide assistance with recovery of an accident damaged vehicle (if appropriate), initiation of the repair process and ongoing monitoring through to completion of the repair, liaising with insurers and/or third parties and the provision of a replacement vehicle for the duration of a repair. Vehicle recovery In the event that you are involved in a non-fault accident within the UK where there is an identifiable at-fault third party that renders your vehicle unsafe and/or unlawful to drive, we will recover the vehicle 24/7 from anywhere in the UK. Vehicle repair In the event that you are involved in a non-fault accident within the UK where there is an identifiable at-fault third party you will be entitled to have your vehicle repaired by whichever of our Approved Repairers is most local to where you live. You will not have to pay the excess on your own motor insurance, and your no claims bonus is also protected. However, should you or your insurance company not wish to use our Approved Repairers for the repairs, this aspect of the service will not be available to you. Category like-for-like replacement commercial vehicle In the event that you are involved in a non-fault accident where there is an identifiable insured third party, we will provide a replacement vehicle whilst your vehicle is in for repair. We will provide a replacement vehicle on a category equivalent like-for-like basis. Category like-for-like replacement means we will deliver you a replacement commercial vehicle that is in the same category as your own. So for example, if your vehicle is a Ford Transit with refrigeration, then the vehicle we deliver you will be another similar van (e.g. a Ford Transit or Vauxhall Movanoor Mercedes Sprinter, etc) with refrigeration. In short, you'll always be put in the advantageous position of being able to drive the same type of commercial vehicle as your own and thus continue working with minimal interruption and lost income while we complete your vehicle s repairs. Claims Notification and Administration We will take relevant details from you regarding the accident and liaise with both the third party insurer and your own insurer when required. Uninsured Loss Recovery On the basis that the accident was not your fault, and that there is an identifiable insured third party, we will assess the prospect of recovery of uninsured losses and if satisfied as to prospects for recovery, will deal with your claim through to settlement. Depending on your motor insurance policy, uninsured loss recovery might include: policy excess cost of repairs to your own vehicle replacement vehicle hire charges out of pocket expenses loss of earnings personal injury Specialist expert legal support from our Trusted Solicitors In the event of a non-fault accident where there is an identifiable insured at-fault third party where you suffer a personal injury as a result of the accident where such personal injury is considered likely to exceed 1,000 in damages our specialist solicitors will be able to provide you with comprehensive legal support. You will keep up to100% of your compensation award. We at Assist Protect Limited will never deduct anything from your compensation. The solicitor/client relationship between you and our specialist solicitors is governed by the conditional fee agreement and other terms and conditions outside the ambit of this document and will be explained to you fully and transparently and in plain English by these solicitors from the start of your claim. Private physiotherapy and rehabilitation treatment In the event of an accident that is not your fault and where there is an identified third party which has resulted in injury to you, you will be entitled to our private physiotherapy and rehabilitation treatment service. Based upon your GP's recommendations, backed up by our telephone triage session, you will be referred to one of our private physiotherapist and rehabilitation professionals. This clinic will always be local to where you live to ensure your maximum convenience. The simplicity and convenience of our claim handling and reporting service As well as all the valuable services we provide, our straightforward and clear process is designed from start to finish to make your life simple: We ll handle all the communication with the at-fault party s insurer We ll take care of all the paperwork and administration for you We ll arrange for all the repairs or replacement of your vehicle As a Total Van Assist member you don t have to concern yourself with the usual inconvenience and hassle of the claim process. Everything that needs to be done will be done by people trained to do it while you re kept fully and regularly informed on progress. Consent to keep you informed From time to time it will be necessary for us to you in order to keep you informed of any upgrades you're entitled to, discounts, special offers, changes to your policy, renewal notification and so on and by clicking the box on our joining page to confirm that you have read and understand these Terms and Conditions you are giving us your consent that we may communicate with you via in order to keep you informed of these important matters. Our zero tolerance policy regarding fraud and deception We adopt a zero tolerance policy when it comes to fraud. We will not hesitate to press criminal charges and, if appropriate, make a civil claim against you as well for recovery of monies paid out by ourselves and legal costs if we find that you have deliberately mislead us and/or falsified information regarding the circumstances of your accident or any other matter pertinent to the provision of our services to you and/or have, for the purposes of material gain, in any other material way not acted with the same good faith as we ourselves act in our dealings with you. page 4 of 5

5 Handy form to help you get the details you need after an accident Third party s personal details: Third party s vehicle details: Type: (car/van/lorry/motorbike/etc.) Make: Model: Colour: Registration plate number: Third party s insurance details: Date, time & location of the accident: Insurance company: Insurance Policy No: Date: Location: Time: Details of any witnesses to the accident: Notes on what has happened: page 5 of 5