Frequently Asked Questions

Below is a list of the most frequently asked questions by our customers. However, should you have a question that we haven't answered, then please do not hesitate to Contact Us.

What is Mechanical Breakdown Insurance (MBI)?

MBI provides for the correction of defects and undertaking of repairs related to a vehicle's function and performance.

How do I know my policy is valid?

You should have been provided with a Schedule containing the policy number plus details of the Insurance cover selected at the point of purchase or shortly afterwards. If You have not received this within 14 days of purchase please contact Our Customer Services team on 03300 555 262 and We will be happy to help.

What should I do if my Vehicle has a problem?

If You suspect that You have a fault which may be covered by this Insurance please contact Our Claims Department on 03300 555 265.

Our claims engineers will record the details of the Breakdown and advise You of:

  • The nearest Car Protect Nominated Service Centre or Repairer
  • The next steps You should take
  • What information We will require

If You have broken down at the roadside and have chosen the optional Roadside Assistance, please refer to Your separate handbook.

Where should I have my car repaired?

Car Protect work with carefully chosen dealers and a network of nominated repairers who are conversant with Our claims procedures and billing processes. They can normally arrange for claims to be settled directly and avoid the need for You to pay for repairs and then reclaim costs at a later date. Our dealers and nominated repairer network have been chosen because of the quality and standard of their operation.

What are the servicing requirements?

Failure to service Your Vehicle in line with the manufacturer’s recommendations will not invalidate this Insurance. However, this Insurance will not cover faults attributable to or caused by lack of routine or regular maintenance. It is Your responsibility to ensure that Your Vehicle is maintained in a legal and roadworthy condition at all times (preferably by following the manufacturer’s recommended service schedule).

Financial Services Compensation Scheme (FSCS)

The Insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the Insurer cannot complete Their obligations. This depends on the type of business and the circumstances of the claim. For claims against insurers 90% of the claim is covered with no upper limit.

Further information about the compensation scheme is available from www.fscs.org.uk or by phoning 0800 678 1100 or 0207 741 4100.

Please make sure You always quote Your policy number from the Schedule.

This complaints procedure doesn’t affect Your statutory rights.