Seat ROADSIDE ASSISTANCE, Handbook

Page 1: ...TECHNOLOGY TO ENJOY SEAT ROADSIDE ASSISTANCE Handbook ...

Page 2: ... may be incomplete or unclear SMS text messaging is available for use by deaf hard of hearing or speech impaired customers in a Breakdown situation by sending an SMS to 07860 027 999 Textphone users can contact us using Next Generation Texting NGT by prefixing any of our numbers with 18001 These services are not available outside the United Kingdom SEAT Roadside Assistance is provided by Volkswage...

Page 3: ... to date information on the current traffic conditions including unplanned incidents such as accidents and congestion lane closures and other restrictions due to improvement works For the latest live traffic information visit www highways gov uk Live traffic information is also available on compatible mobile devices at www highways gov uk mobile or alternatively iPhone users can download a free tr...

Page 4: ...flashing beacons This is applicable to all lanes including the hard shoulder and means that you should move into the lane as directed Electronic Signals Hard shoulder running During peak times the hard shoulder will be open to traffic as a running lane All lane running There is no hard shoulder on these sections of motorway Obey variable speed limits and do not stop on the motorway If you need to ...

Page 5: ...gional control centres They use CCTV so that Highways Agency traffic officers can be deployed to incidents if they occur and help to keep traffic moving availability of individual lanes It is important to comply with the signs which will make your journey safer and more reliable Speed limit signs Speed limits will vary Speed limits will be applied at times of congestion to prevent stop start condi...

Page 6: ...nt of recovery following Breakdown where Your Vehicle cannot be repaired within a reasonable time We may in Our absolute discretion organise and cover the costs of one of the following Car hire In the event of mechanical or electrical Breakdown only SEAT Roadside Assistance may arrange and pay for a replacement Vehicle up to a maximum of two days This excludes road traffic accidents or Hotel accom...

Page 7: ... print January 2018 Your network provider may charge You for this call Calls may be recorded and or monitored SMS text messaging is available for use by deaf hard of hearing or speech impaired customers in a Breakdown situation by sending an SMS to 07860 027 999 Textphone users can contact us using Next Generation Texting NGT by prefixing any of our numbers with 18001 These services are not availa...

Page 8: ...er guidance on individual country requirements SEAT Roadside Assistance can also provide You with the following services 1 Accident Assistance If the Vehicle is immobilised as a result of a road traffic accident SEAT Roadside Assistance may in Our absolute discretion provide an Accident Assistance Helpline to guide the driver through the legalities of liability and insurance notification following...

Page 9: ...ce in the United Kingdom 10 How to obtain assistance abroad 12 List of European motoring requirements 14 Definition of words 16 Service in the United Kingdom 23 Service whilst abroad 28 Requirements and limitations 31 Exclusions 34 European claims procedure and conditions 37 Caring for Our customers Contents ...

Page 10: ...the Vehicle Your location and telephone number if You are on a Motorway see also Breakdowns on French Motorways opposite Please see page 7 for all telephone numbers to call for assistance when in Europe How to obtain assistance abroad 10 SEAT Roadside Assistance Handbook Please do not go ahead and make Your own arrangements as We cannot arrange reimbursement of costs incurred without prior authori...

Page 11: ... Roadside Assistance 24 hour helpline for further assistance Mobile and phone costs SEAT Roadside Assistance will not reimburse the cost of any telephone calls You make in connection with any Breakdown including mobile phone calls It may be possible for SEAT Roadside Assistance to return a call to a mobile or a car phone but Your service call provider may charge You for this call Some service prov...

Page 12: ...isplay the GB Euro symbol Euro plates which became a legal option from 21 March 2001 The Euro plate must comply with the new British Standard BS AU 145d The Euro plate is only legally recognised in the EU it is still a requirement to display a GB sticker when travelling outside the EU 6 Not required for two wheeled vehicles 7 Although not compulsory for visiting motorists to carry a warning triang...

Page 13: ...er than a qualified technician to change a headlight bulb unit e g high intensity discharge HID headlights and carrying spares is not an option However it is recommended that spare bulbs are carried for any lights that may be easily and or safely replaced by the owner driver Spare bulbs are compulsory for Croatia 12 Sweden police are not authorised to actually collect fines which must be paid in a...

Page 14: ...al Republic of Ireland Romania Russia San Marino Serbia Slovakia Slovenia Spain Sweden Switzerland Turkey Ukraine Vatican City Fulfilment Material Means the confirmation of eligibility for SEAT Roadside Assistance provided to You by Us or on Our behalf Home Means Your permanent residence in the United Kingdom Period of Eligibility Means the Period of Eligibility for SEAT Roadside Assistance being ...

Page 15: ...and and Wales the Isle of Man Department of Transport responsible for registration of vehicles in the Isle of Man and the equivalent authorities in Northern Ireland Jersey and Guernsey for vehicles in Northern Ireland Jersey and Guernsey respectively We Our Us Means Volkswagen Group United Kingdom Limited and or third party acting on Our behalf You Your Means the owner of the Vehicle and any other...

Page 16: ...nce with the Vehicle at the time of Breakdown and at the time of assistance If the Vehicle is stored this is at the customer s cost Roadside does not include Routine servicing of the Vehicle Breakdowns which would be prevented by routine servicing of Your Vehicle Any labour other than that incurred at the roadside including without limitation garages The cost of parts fuel or other supplies Replac...

Page 17: ...nts of Northern Ireland are also entitled to be recovered from the Republic of Ireland In the event that the Vehicle is vandalised or is involved in a road traffic Accident We may in Our absolute discretion provide Recovery to the nearest SEAT UK approved body shop or if You pay for the towage for the whole distance to a destination of Your choice Recovery does not include Breakdowns of caravans t...

Page 18: ...ngdom At Home allows You to use Roadside services within a quarter of a mile of Home or the place where You normally keep the Vehicle At Home does not include Rectifying failed repairs attempted by You or someone on Your behalf Caravans trailers or other objects being towed The reimbursement of taxi fares 18 SEAT Roadside Assistance Handbook ...

Page 19: ...sport standard class rail or other transport for the driver and up to seven passengers to reach the end of their journey subject to a maximum of 150 per person or 500 for Your Party whichever is less The following do not form part of SEAT Roadside Assistance Caravans trailers or other objects being towed However if Your Vehicle suffers a Breakdown We will recover any caravan trailer or other objec...

Page 20: ...We will assist You in determining the driveability of Your Vehicle Virtual insurance claim form We can collect and record all the relevant information about the Accident for You which We can supply to You at anytime in writing by fax or email or over the telephone Liability assessment We can if We have enough information give You a preliminary view on who We think is liable and advise You how to d...

Page 21: ...o assist You in obtaining a like for like temporary replacement vehicle until Your Vehicle is repaired This will be subject to certain restrictions and the terms and conditions of the vehicle supplier who will contract with You directly Personal injury claims assistance We can provide a personal injury consultation with a qualified legal professional to assess the prospects of pursuing a claim for...

Page 22: ...aim This will not affect any other aspect of SEAT Roadside Assistance 4 Any contract for goods or services We obtain on Your behalf will be between You and the third party supplier unless We notify You otherwise We will not be responsible for the terms of any agreement with a third party supplier or for the implications to You of entering into a contract on those terms You should therefore check t...

Page 23: ...plete the planned journey if SEAT Roadside Assistance confirms the Vehicle cannot be repaired within 24 hours this is subject to a maximum contribution of 750 Service whilst abroad SEAT Roadside Assistance is available for 1 Attendance of local Breakdown or garage services to repair the Vehicle at the roadside if possible or 2 Tow of the Vehicle from the place of Breakdown or in Our absolute discr...

Page 24: ...sistance will take into consideration Your preference You must collect the Vehicle when repaired as once the Vehicle is repaired and You have been notified SEAT Roadside Assistance will not pay any further expenses other than the costs of collection This benefit may also be available in Our absolute discretion if the Vehicle is stolen and not recovered within 24 hours of reporting the matter to th...

Page 25: ...Vehicle keys SEAT Roadside Assistance is not available for Any repatriation not authorised by the Volkswagen Group European Roadside Assistance centre Repatriation if this is uneconomical Repatriation will be uneconomical if it will cost more than the United Kingdom market value of the Vehicle according to Glass s guide or other appropriate industry standard used by Us The cost of repatriation if ...

Page 26: ...t is SEAT Roadside Assistance s decision alone whether to declare the Vehicle as a write off or repatriate or repair locally a Vehicle which cannot be driven as a result of a Breakdown or as a result of a road traffic Accident fire or theft for which You do not have fully comprehensive cover Additional services We may in Our absolute discretion provide the following if applicable Urgent message re...

Page 27: ...27 SEAT Roadside Assistance Handbook ...

Page 28: ... date Unforeseeable losses or events Except in relation to any claim You may have for death or personal injury or for fraud or fraudulent misrepresentation neither We nor Our Contractors will be liable for any increased costs or expenses or any loss damage cost or expense incurred as a result of or in connection with SEAT Roadside Assistance that is not reasonably foreseeable including loss of pro...

Page 29: ...or their property third party cover This means that You would not be covered for any loss or damage to the Vehicle Your insurers will also need to know if You are towing a caravan or trailer Service providers Unless the services are provided by SEAT Roadside Assistance patrols or Contractors acting on Our instructions and on Our behalf We do not give any guarantee as to the services provided by ga...

Page 30: ... of Europe hire cars are not allowed to cross national borders It may be necessary to arrange two hires or alternative transport to complete Your journey A car hired abroad must not be brought into the United Kingdom It cannot be guaranteed that a hire car will be available SEAT Roadside Assistance cannot arrange the hire of motorised caravans motorcycles convertibles or vehicles with tow bar roof...

Page 31: ...by SEAT Roadside Assistance or someone else for example a garage hotel car hire company carrier etc 5 Any incident affecting a vehicle hired by You even if arranged for You by Us 6 Routine servicing of Your Vehicle 7 The cost of a glass or tyre specialist We will arrange for Your Vehicle to be taken to a nearby garage for assistance but You will have to pay for any work carried out on the Vehicle ...

Page 32: ...ice and We will be entitled to contact the insurance company to claim and receive a contribution towards costs 14 The cost of any transportation accommodation or care of any animal Any onward transportation is at SEAT Roadside Assistance s discretion and solely at Your risk SEAT Roadside Assistance will not insure any animal during any onward transportation 15 Any period outside Your Period of Eli...

Page 33: ...icle Excise and Registration Act 1994 which include certain types of vehicles including certain old vehicles agricultural vehicles and emergency vehicles or under Section 5 of the Vehicle Duty Order 2010 in Isle of Man For further information please contact either DVLA at www dvla gov uk or Vehicle Licensing Dept of Transport for Isle of Man at www gov im categories travel traffic and motoring dri...

Page 34: ...ed in advance and up to the limits as set out in these Terms and Conditions If You have paid any cost which You believe is included as part of SEAT Roadside Assistance please telephone the AA for an application form immediately on Your return Home quoting Your reference and Vehicle registration number When returning Your completed application form You should enclose relevant original receipts not ...

Page 35: ...ication about a claim as soon as You receive it 3 You must obtain any original receipts certificates police reports evidence etc and give all the information and help We may need at Your expense This includes medical certificates and details of Your household insurance if necessary 4 You must not admit liability or offer or promise payment without the AA s written permission 5 The Vehicle must be ...

Page 36: ...36 SEAT Roadside Assistance Handbook ...

Page 37: ...vestigations within this period If We acknowledge Your complaint We will advise You who is dealing with it and when We expect to respond We aim to respond fully within eight weeks However if We are unable to provide a final response within this period We will write to You before this time and advise why We have not been able to offer a final response and how long We expect Our investigations to ta...

Page 38: ...d administration of any accounts services and products We have provided before or provide now or in the future d carry out marketing analysis and customer profiling including with transactional information and create statistical and testing information e help to prevent and detect fraud or loss and f contact You by post or telephone to manage Our contract with You and to keep You updated about pro...

Page 39: ...may monitor and record communications with You including phone conversations and emails for quality assurance legal compliance training and contractual purposes 4 We will check Your Details with fraud prevention agencies If You provide false or inaccurate information and We suspect fraud We will record this We and other organisations may use and search these records to a help make decisions about ...

Page 40: ... fraud prevention checks Information from Your application and payment details of Your account will be recorded with one or more of these agencies and may be shared with other organisations to help make decisions about You and members of Your household and for debt collection and fraud prevention This includes those who have moved house and who have missed payments 7 If You provide false or inaccu...

Page 41: ...al information and share it with our Dealers group companies and carefully selected third party organisations so that we and they may contact you by post telephone or email to let you know about other products services and special offers that may be of interest to you We may also ask you to participate in one of our customer satisfaction surveys If you do not want your information to be used in th...

Page 42: ... Please cut along dotted line fold over and seal Fold SEAT UK PO Box 6227 MK10 1WZ Stamp required ...

Page 43: ... Please cut along dotted line fold over and seal ...

Page 44: ...SEAT Roadside Assistance SE28456FIN 01 18 s e a t c o u k ...