FAQs

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  • How long will it be until a Recovery vehicle gets to me?

    On average our call out handling time is between 30-35 minutes.

  • What is personal cover?

    With Personal cover it not only covers you in a named vehicle but in any other vehicle you are driving or as a passenger (Subject to Terms & Conditions)

  • How do I renew my First4Recovery policy online?

    You can do this by clicking on the Renew Cover button at the top of the home page, you can then access your account by inputting your email address and password you used when you started your cover with us. If you have forgotten your password please click on the forgotten password link on this page to reset it. Alternatively if you don't have an account you can register online to set one up.

  • Can I change my breakdown cover details online?

    Answer: If you need to amend your details please contact our Customer Service team on 0333 101 0039 and select option 2.

  • Can I change my level of cover on my policy?

    Answer: Yes if you need to add or remove a vehicle please call our Sales Team on 0333 101 0039 and select option 2.

  • When I get Personal Cover, am I covered in any car or do you need the details of the car as well?

    Answer: You are covered driving any car or as a passenger (Subject to Terms & Conditions)

  • Can my partner/spouse/family member come under the same cover with me? How do I add their details?

    Answer: The policy you take out with us automatically covers the vehicle not the driver so anyone driving will be able to use this cover.

  • What do I do if I want to pay for a policy that's not in my name?

    Answer: We accept payment from anyone with a valid Visa,Maestro or Mastercard. However upon payment please change the cardholders address to match the card that is being use.

  • I need to make a change on my policy will I have to pay an administration fee?

    Answer: You can make a change at any time after your 14 day cooling off period however this will be subject to an administration fee of £9.00.

  • Do you cover caravans and trailers?

    Answer: Yes we do cover your Caravan and Trailer so long as it is connected to your vehicle and does not exceed 7 metres/23 feet in length (not including the length of the A-frame and hitch)

  • How soon can I use my cover?

    Answer: The cover will start immediately but will not come into effect until 24 hours have passed.

  • Can I pay monthly?

    Answer: At this time we do not have a Direct Debit option but we will be looking into this further in the future.

  • Will I get a refund if I cancel my breakdown cover?

    Answer: If you cancel within 14 days you will receive a full refund after this period in time there would be no further refunds given.

  • Can you help me if I am not a member?

    Answer: Yes of course but there will be an additional cost. We can recover you then and there and also include a year's policy cover as well.

  • Why do you need my vehicle's details?

    Answer: It is your vehicle we are covering however we will cover anyone else that is driving so we would require the vehicle details.

  • Can I print my documents online?

    Answer: You can either log in to your online account and print them off or you can access them at the bottom of this page.

  • Can I buy cover if I'm travelling to Europe?

    Answer: Yes we can offer cover if you are travelling within the European Union, you can add this on a quote online or if you have cover with us already please call our Customer Service team for a quote on 0333 101 0039.

  • Is there an age limit on the vehicles you cover in the UK?

    Answer: We can cover a vehicle of any age within the UK or EU.

  • Do I have to pay out for call-outs?

    Answer: If you have a valid policy with us there are no charges for call outs.

  • What should I do if I break down?

    Answer: Please contact our Claims Team on 0333 101 0039.

  • Will my policy automatically renew each year?

    Answer: We will always prompt you via email when you are due to renew but we never automatically                renew your cover without your permission.

  • How many call outs can I make in a year?

    Answer: As a customer with us you can make up to 6 call outs a year.

  • What if I have an accident, am I still covered?

    Answer: In the event you have an accident it will be your car insurers responsibility to recover your vehicle.

  • How can I make a complaint?

    Answer: Please follow our complaints procedure laid out in your policy booklet and on the Terms & Conditions section of our website, you can find a list of the booklets below.

  • How will you decide whether or not to repair my vehicle at the roadside?

    Answer: We can determine if your vehicle is repairable if it can be fixed within 1 hour or within the capabilities of your recovery agent that visits you.

  • Do you make special arrangements for vulnerable customers (lone women, elderly, with children)?

    Answer: At First4Recovery Woman Children and the elderly and infirm are always given top priority if a breakdown should occur.

  • What happens if my car needs repairing at a garage and the garage is closed?

    Answer: If a garage locally is closed we can take it home or to a garage near home that will be open the following day.

  • Am I covered if I run out of fuel?

    Answer: We class this as a form of Breakdown so yes this would be covered under your policy.

  • What happens if I break down at home?

    Answer: Your cover automatically includes cover for breakdowns that occur at home.

  • What should I do if I break down on the motorway?

    Answer: If it is safe to do so turn off the engine and remain in the vehicle. Please then contact our claims team who can assist you further, our contact number is 0333 101 0039

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