Frequently Asked Questions

If your qualifying Halfords Autocentre service includes complimentary breakdown cover, you’ll receive:

• Nationwide cover, including roadside assistance and nationwide recovery
• Vehicle cover, so the vehicle that was serviced is covered regardless of who is driving
• 12 months cover for the period shown in your policy documents.

Your cover starts once your service has been completed.

We’ll send you an email confirming your cover explaining how to access your policy documents through the online Customer Lounge.

Please check the cover is suitable for your needs before cancelling any existing breakdown cover.

Yes. You can upgrade your policy through the Customer Lounge.

Depending on your vehicle and the options available, upgrades may include benefits such as Home Assist or European cover.

An additional cost will apply. Once your upgrade is confirmed, we’ll issue updated policy documents showing your new level of cover.

Enhanced cover is subject to a 24-hour waiting period before it becomes active.

No. Complimentary breakdown cover is linked to the vehicle that received the qualifying service and cannot be transferred to another vehicle.

If you need breakdown cover for a different vehicle, you’ll need to purchase a new policy.

We’ll contact you before your policy ends to explain the options available to you.

Yes, but no refund is payable because the policy is provided as a complimentary benefit.

If you have paid an additional premium to upgrade your cover, that additional premium is also non-refundable if you cancel.

If your vehicle breaks down:

1. Call our 24-hour rescue line on 0333 320 1395, or +44 1206 812770 if you are abroad.
2. Listen carefully to the safety advice provided.
3. Have your vehicle registration number, location and mobile number ready. A what3words location can also be helpful.

This will depend on the circumstances of the breakdown, including your location, whether a roadside repair is likely to be possible and the distance of any recovery required.

If you have a preference, please let us know when you report your breakdown. We’ll take this into consideration, although there may be times when we cannot meet your request.

Unless you have Roadside & Local cover, your policy includes nationwide recovery if your vehicle cannot be repaired locally the same day.

If you have Roadside & Local cover, recovery is limited to 10 miles from where your vehicle broke down.

Our Recovery Operators typically arrive in less than 60 minutes. However, response times can vary due to factors outside our control, including the number of incidents in the area, traffic, local events and weather conditions.

In mainland Europe, response times may also vary depending on your location.

No. We use a network of independent Vehicle Recovery Operators to provide roadside assistance and recovery.

If you have Home or Full cover, we’ll pay for assistance at your home address or within a one-mile radius of it.

If needed, we’ll also pay for your vehicle and passengers to be recovered to a garage within 10 miles.

If you have Roadside & Local or Nationwide cover, assistance at home or within one mile of your home address is not included.

If you received complimentary breakdown cover with a qualifying Halfords Autocentre service, this is Nationwide cover and (unless upgraded) will not include assistance within a mile of your home address.

If your vehicle is recovered to a garage, you are responsible for arranging and paying for any repairs.

If you have Nationwide, Home, European or Full cover, there is no mileage limit for recovery if your vehicle cannot be repaired locally the same day.

We’ll pay for the vehicle and passengers to be taken to your home address or to another destination of your choice if that destination is closer.

If you have Roadside & Local cover, recovery is limited to 10 miles from where your vehicle broke down.

Complimentary breakdown cover provided with a qualifying Halfords Autocentre service is Nationwide cover.

If you want your vehicle to be recovered beyond your 10-mile entitlement, you’ll need to pay the additional recovery charges.

Payment must be made over the phone by credit or debit card when assistance is required.

No. If your vehicle requires recovery, this must take place as part of the initial callout.

If you choose to have your vehicle recovered home and later want it transported to a garage, you’ll need to arrange and pay for this separately.

If you cancel after a Recovery Operator has already been dispatched, the callout will still count towards your policy limit.

We recommend waiting for assistance unless you are confident it is functioning correctly.

We can pass on up to two messages to friends, relatives or colleagues to let them know about your situation.

We offer both Vehicle and Personal cover.

With Vehicle cover, the vehicle registered with us is covered, even if someone else is driving it.

With Personal cover, you and anyone else added to your policy are covered when driving or travelling in a car, motorcycle or eligible van. Vans must be under 3.5 tonnes GVW and no more than 10 years old.

Anyone named on one of our policies is also covered if they break down while riding a bicycle.

Complimentary breakdown cover provided with a qualifying Halfords Autocentre service is Vehicle cover.

We offer five levels of cover:

You can make up to six callouts per period of insurance.

If your policy covers more than one vehicle, each registered vehicle has its own allocation of six callouts.

If you have Personal cover for more than one person, each person covered has their own allocation of six callouts.

The vehicle or bicycle will not be covered if it breaks down while being used for:

• motor racing, rallies, contents or speed trials
• rental, hire, public hire, private hire or courier services
• carrying refrigerated loads, horses, livestock or hazardous materials

We also cannot provide cover if the vehicle:

• is uninsured, SORN or untaxed, unless it is exempt
• does not have a valid MOT, unless it is exempt
• is using trade plates
• has just been imported or brought at auction
• is being transported as part of the motor trade. 

If you have Personal Cover, you are covered as a driver or passenger in any eligible car or motorcycle of any age.  You are also covered in any van, as long as it weighs up to 3.5 tonnes and is up to 10 years old when your policy starts.

If the fault is not covered by your policy, including where the fault does not make the vehicle undrivable or unsafe to drive, we can provide a quote for assistance on a pay-on-use basis.

If you decide to go ahead, you’ll need to pay by credit or debit card over the phone before assistance is provided.

Yes. We’ll pay the callout and mileage charges for recovery to the Recovery Operator’s base, or to your preferred destination if that is closer.

Other costs are not covered, including any specialist equipment needed to move the vehicle or any secure storage charges.

If you put the wrong fuel in your vehicle, we’ll pay up to £250 towards either:

• a fuel drain and flush at the roadside, or
• recovery of the vehicle and passengers to the nearest suitable repairer, including the reasonable cost of draining and flushing the fuel tank.

We’ll pay for the vehicle and passengers to be recovered to the nearest fuel station or charging point.

Contact your motor insurance company immediately.

If you have Full cover and your vehicle is stolen or vandalised during a trip outside the UK, you may qualify for alternative travel and/or vehicle recovery services.

Please contact us after notifying your insurance company so we can discuss the assistance available.

Vehicles with locking wheel nuts should have a special locking wheel nut key, usually stored in the glove box or boot. This is needed to remove the wheel safely.

If you cannot find the locking wheel nut key, we’ll pay for your vehicle to be recovered up to 10 miles from the breakdown to the nearest suitable garage.

If recovery of more than 10 miles is required, you’ll need to pay the additional charges.

Roadside assistance is included in your cover, but you’ll need to pay for any parts fitted at the roadside or at a garage.

Any additional work carried out by the Recovery Operator or repairing garage will be a separate contract between you and them, and you’ll be responsible for the cost.

Yes.

We’ll contribute towards overnight accommodation if:

• you break down more than 20 miles from home
• your vehicle cannot be repaired the same working day
• you agree to have the vehicle taken to the nearest garage.

We’ll pay up to £150 for a lone traveller, or £75 per person, towards the reasonable cost of overnight accommodation including breakfast.

The maximum payment is £500 per incident.

You must obtain authorisation from our Rescue Coordinator.

We’ll contribute towards alternative transport if:

• you break down more than 20 miles from home
• your vehicle cannot be repaired the same working day
• you agree to have the vehicle taken to the nearest garage.

We’ll pay up to £250 towards either standard-class public transport tickets or an economy-class hire car, including insurance and/or excess reduction costs, so the passengers can complete one single journey.

We’ll also pay up to £150 towards the reasonable cost of alternative transport for one person to return and collect the repaired vehicle.

You must obtain authorisation from our Rescue Coordinator.

If your vehicle breaks down while towing a caravan or trailer, we’ll pay for the caravan or trailer to be recovered with the vehicle.

Problems with the caravan or trailer itself are not covered.

We may still be able to help on a pay-on-use basis. You’ll need to pay by credit or debit card over the phone before assistance is provided.

Recovery of a trailer with a horse or other livestock inside is not covered. The animals will need to be moved separately at your cost.

If you have Personal cover, you do not need to notify us.

For Vehicle cover, please tell us as soon as possible if you change your vehicle. We can only provide assistance for a vehicle that is registered with us, and we require 24 hours’ notice before cover for the new vehicle becomes effective.

You can update your vehicle details through the Customer Lounge. We’ll let you know if this results in a change to your premium.

Complimentary breakdown cover provided with a Halfords Autocentre service cannot be transferred to another vehicle.

Log in to the Customer Lounge and select the policy you want to change.

For Vehicle cover, select “Upgrade Vehicle Cover”.

For Personal cover, select “Upgrade Personal Policy”.

You’ll then be shown the cover options available and any additional cost. Select the option that suits you and follow the instructions online to complete the upgrade.

If you have complimentary breakdown cover, enhanced cover is subject to a 24-hour waiting period before it becomes active.

Anyone named on one of our policies is covered for Cycle Rescue.

If you break down while riding your bicycle, we’ll recover you to the nearest suitable cycle repair shop, which in most cases will be a Halfords store, or to a railway station, car rental agency, overnight accommodation or your home address if that is closer.

There are two main differences.

Cycle Rescue does not provide assistance at your home address. You must be at least one mile away from home when the breakdown happens.

We also do not provide roadside repairs for bicycles. Our priority is to recover you to the nearest suitable cycle repair shop, railway station, car rental agency, overnight accommodation or your home address if that is closer.

No. Cycle Rescue only applies in the UK.

Your bicycle is not covered in Europe, even if you have European or Full cover.

If you have European or Full cover, the following destinations are covered:

Andorra, Austria, Balearics, Belgium, Bulgaria, Canary Isles, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey for non-residents, Hungary, Italy, Jersey for non-residents, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Sardinia, Sicily, Slovak Republic, Slovenia, Spain, Sweden, Switzerland and Vatican City.

As a minimum, you’ll need:

• a credit card, which may be required for hire cars and some hotels
• your driving licence
• your V5C vehicle registration document
• an International Driving Permit, if required for the countries you are visiting
• proof of your outbound and inbound travel dates
• your insurance details.

Generally, if your vehicle cannot be repaired by your intended return date, we’ll pay to recover the vehicle and passengers back to the UK.

However, if the vehicle can be repaired within 48 hours, we will not pay to recover it to the UK, regardless of when you had planned to return home.

Vehicle recovery from abroad usually takes several weeks.