Volkswagen Roadside Assistance Member's Handbook - The AA

respect to any work carried out at Your requestby any third party repairer. Once the RegisteredVehicle is moved or a temporary repair carriedout in situ, the cost of any subsequent repairs isnot covered by Volkswagen Roadside Assistance.Please check the vehicle warranty for details ofrepairs covered under the warranty.Message handlingThe AA will make a telephone call at Your requestfollowing a Breakdown.What is not covered— Roadside Assistance does not cover any additionaltransport or other costs that the AuthorisedDriver might incur, whether as a result of theRegistered Vehicle being towed or otherwise. TheAA cannot accept any costs for passengers who donot accompany the Registered Vehicle while it isbeing recovered.— Assistance following a Breakdown or accidentattended by the police, the Highways Agencyor other emergency service, until the servicesconcerned have authorised the RegisteredVehicle’s removal. If the police or emergencyservice concerned insist on immediate recovery bya third party, the cost of this must be met by theAuthorised Driver.— A second or subsequent recovery after theRegistered Vehicle has been recovered.— Matters excluded under General Terms andConditions of Volkswagen Roadside Assistance.Home StartWhat is covered— Home Start provides assistance when theRegistered Vehicle is immobilised following aBreakdown at or within a quarter of a mile of theAuthorised Driver’s home address.— If a prompt local repair is not possible the AA,subject to the terms and conditions relating tosuch service, provide recovery to the nearestVolkswagen authorised repairer or other locationof the Authorised Driver’s choice, whicheveris the nearer. It is then the Authorised Driver’sresponsibility to instruct the repairer to make anyrepairs required. Any contract for repair will bebetween the Authorised Driver and the repairer,and it is the authorised driver’s responsibility topay them. The AA does not guarantee that anyrecovery to an appropriate local VolkswagenAuthorised Repairer will be within the openinghours of the repairer or that the repairer will beimmediately available to undertake any requiredrepair. The AA does not provide any assurance orwarranty with respect to any work carried out atyour request by any third party repairer.What is not covered— Matters excluded under the General Terms andConditions of Volkswagen Roadside Assistance.RelayWhat is covered— Relay is available following an incident involvinga Registered Vehicle and the AA cannot arrange alocal repair within a reasonable time.— Relay provides the recovery of an immobilisedRegistered Vehicle (including trailer/caravan ontow at the time, provided it is within the sizelimits) to the nearest Volkswagen AuthorisedRepairer or if further than a quarter of a mile fromthe Authorised Driver’s home, to any other singledestination in the UK. Assistance will be providedfor the number of people up to the legal seatingcapacity of the registered vehicle to a maximumof eight (including the driver) provided that suchpeople were travelling in the Registered Vehicleat the time of the Breakdown. If there are morepeople than the maximum allowed, the AA willseek to arrange, but will not pay for, their onwardtransportation.— A caravan or trailer which is capable of beingtowed safely will be towed, provided it does notexceed a maximum length of 8 m (26 ft). The AAwill seek to arrange, but will not pay for, recoveryof any Registered Vehicle, caravan or trailer thatexceeds any of these limits.Please noteAfter the Registered Vehicle has been recovered, anysubsequent repairs will be at the Authorised Driver’scost. It is also the responsibility of the AuthorisedDriver to arrange and pay for the Registered Vehicle’scollection, should that be necessary.What is not covered— Relay will not be provided if we are ableto arrange a prompt local repair within areasonable time.— A second or subsequent Relay, after theRegistered Vehicle has been recoveredfollowing a Breakdown.— Service to any immobilised caravan/trailerbeing towed by the nominated vehicle whichexceeds size and weight restrictions.— The transport of immobilised vehicles where weconsider this to be part of a commercial activity,for example, to, from or for motor dealers ordelivery companies.— The transport of vehicles being used for racing,rallying, trials or time trials, auto tests or othermotor sports events.528 OMG114059 VWPTC 0920 VW Assistance T&Cs 20pp v3.indd 502/10/2020 10:04

— The recovery of any vehicle that the AA considerswould be dangerous or illegal for us to load ortransport (including, but not limited to, overladen vehicles).— Assistance following a Breakdown or accidentattended by the police or other emergencyservice, until the services concerned haveauthorised the vehicle’s removal. If the police oremergency service concerned insist on immediaterecovery by a third party, the cost of this must bemet by You.— Any costs for passengers who do not accompanythe Registered Vehicle while it is being recoveredunder Relay.— The recovery of any vehicles bearing trade platesand/or which we have reason to believe have justbeen imported or purchased at auction.— The recovery of horses or livestock.— Ferry costs.— Matters excluded under General Terms andConditions of Volkswagen Roadside Assistance.Relay PlusUnderwritten by Acromas Insurance CompanyLimited, which is authorised and regulated by theCommissioner of Insurance, Financial ServicesCommission, Gibraltar, and is regulated by theFinancial Conduct Authority, United Kingdom.Acromas Insurance Company Limited is a member ofthe Association of British Insurers. Acromas InsuranceCompany Limited is incorporated with limitedliability in Gibraltar with number 88716 (Gibraltar).Registered office, 57-63 Line Wall Road, Gibraltar.UK branch address the Saga Building, Enbrook Park,Folkestone,Kent CT20 3SE.In the event of a road traffic accident or service fromHome Start situations, Relay Plus will not be available.This service may be provided as an extension toRelay, following an immobilising Breakdown of aRegistered Vehicle more than a quarter of a mile fromthe authorised driver’s home address, to provide RelayPlus arrangements. In the event that we authorisethe provision of Relay Plus You may choose one of thefollowing options:aTemporary loan vehicle; orbOvernight accommodation; orcPublic transport costs.Relay Plus is not available following an accident.A Temporary loan vehicleWhat is covered— The AA will (subject to the conditions notedbelow) arrange a temporary loan vehicle forup to 48 hours. The benefit entitlement is areplacement vehicle up to a 1600 cc saloon.— he AA will (subject to any responsibility theTAuthorised Driver may have) pay the chosenvehicle supplier’s hire charges, includingcomprehensive insurance premium, collisiondamage waiver and vat (but excluding anyinsurance excess which may become payable), fora maximum of 48 hours, starting from the timewhen the vehicle is issued (which must be within48 hours of the immobilising incident).— he Authorised Driver is responsible for all otherTcharges arising from the use of the hire vehicle(including, but not restricted to, fuel costs andany insurance excess charges) – for example,if the Authorised Driver keeps the vehicle forover the 48 hour period – this must be agreed inadvance with the vehicle supplier.— The Authorised Driver must pay any additionalcharges direct to the vehicle supplier.— Temporary loan vehicles are supplied by the AA’schosen suppliers. The vehicle hire agreement willbe between You and the relevant supplier andwill be subject to the terms and conditions of thevehicle supplier who, amongst other things:a Will require a full, valid UK driving licence atthe time of issue of the vehicle;b May impose limitations on the availabilityand engine capacity of the replacementvehicle – for example, in relation to the ageof the driver, certain licence endorsementsetc;c May require a cash or credit card deposit,including a fuel deposit;d May require additional means ofidentification;e Will require the driver to be aged at least 18and must have held a full UK driving licencefor at least 12 months.— Failure to comply with the vehicle supplier’sterms and conditions or to return the vehicle tothe supplier by the due date may result in actionbeing taken against the Authorised Driver.— While not obliged to do so, in appropriatecircumstances (for example, where a replacementvan is required), the AA will seek to arrange asuitable replacement vehicle for you, of up to1600 cc engine capacity. If this is not feasible,the Authorised Driver may have the option of thenormal replacement car or one of the other twobenefits under Relay Plus.— Where any vehicle supplied under the terms ofRelay Plus cannot accommodate the eligiblenumber of people (please refer to Relay sectionfor limits), the AA will seek to arrange a furthervehicle and/or for the onward transport of anyadditional passengers.— Replacement vehicles cannot be supplied witha tow bar, and therefore any caravan or trailerwill, if eligible, be recovered under Relay with theimmobilised Registered Vehicle.628 OMG114059 VWPTC 0920 VW Assistance T&Cs 20pp v3.indd 602/10/2020 10:04

— Should the replacement vehicle not be neededimmediately, Relay Plus may be requested anytime up to 48 hours after the relevant Breakdown(collecting the hire car will be the AuthorisedDriver’s responsibility). Please note that thisdoes not guarantee the availability of, or accessto, a replacement vehicle, the issue of whichremains subject to the terms and conditions ofthe vehicle supplier.— Should the Authorised Driver not, as a resultof supplier terms or otherwise, be able to takeadvantage of this benefit, then the AuthorisedDriver may instead choose one of the other twobenefits. Please note: this benefit is not, underany of our suppliers’ terms, available to driversunder 18, or to drivers who have held a full UKdriving licence for less than 12 months. This doesnot, however, mean that a driver who is outside ofthese categories will necessarily be able to obtaina hire vehicle since the situation may changeor different age restrictions may apply underthe terms and conditions of available vehiclesuppliers. The examples of exclusions given arenot an exhaustive list.OrB Emergency overnight accommodationWhat is covered— The AA will arrange for one night’s bed andbreakfast accommodation for no more peoplethan the legal seating capacity of the RegisteredVehicle up to a maximum of eight people(including the driver) or to a limit of 100 perperson to a maximum of 300 in total.— The AA will not pay for any additional costsincurred by the Authorised Driver or passengerssuch as meals (other than breakfast), drinks,telephone calls and newspapers. These costsmust be settled with the hotel before leaving.— Any claim for transport costs must be submittedto the AA within 28 days of the relevantBreakdown and will be subject to the limitstated above.Volkswagen Roadside Assistance European AssistanceUnderwritten by Acromas Insurance CompanyLimited, which is authorised and regulated by theCommissioner of Insurance, Financial ServicesCommission, Gibraltar, and is regulated by theFinancial Conduct Authority, United Kingdom.Acromas Insurance Company Limited is a member ofthe Association of British Insurers. Acromas InsuranceCompany Limited is incorporated with limited liabilityin Gibraltar with number 88716 (Gibraltar). Registeredoffice, 57-63 Line Wall Road, Gibraltar. UK branchaddress the Saga Building, Enbrook Park, Folkestone,Kent CT20 3SE.Important notesIf the Authorised Driver cannot provide valid details ofthe Registered Vehicle under Volkswagen EuropeanAssistance, the AA reserves the right to refuse toarrange service and cover will not apply.It is important that the AA is contacted if assistanceis required under Volkswagen European Assistanceand the Authorised Driver follows the proceduresnotified by the AA. If a garage is contacted direct,the Authorised Driver will have to settle their bill andthe AA will be under no obligation to reimburse theAuthorised Driver.Credit card — credit card must be available if theemergency car hire benefit is used; the car hirecompany requires a “swipe” of the card as security.Debit cards are not accepted for this purpose.Driving licence — driving licence must be available ifthe emergency car hire benefit is used; the car hirecompany will expect to see original driving licence,together with paper counterpart (if photocard licence).OrCPublic transport costsWhat is coveredThe AA will cover reasonable public transport costs forthe Authorised Driver and up to seven passengers. TheAuthorised Driver can claim Relay Plus costs to a limitof 100 per person to a maximum of 300 in total.— Any passengers must have been travelling withthe Authorised Driver at the time of the relevantBreakdown.— The Authorised Driver must obtain proofs ofpurchase or receipts for all travel expenses.— Any claim for reimbursement should be made inwriting to claims, Agency Accounts, Fanum House,Basingstoke, Hampshire, RG21 4EA.— All relevant proofs of purchase and receipts mustaccompany the claim.Important limitations of serviceThere are differences between the service the AA willprovide within the UK and the service arranged byVolkswagen Roadside Assistance European Assistance.These include:1 Volkswagen European Assistance will usuallybe arranged through a garage or, if in countrieswhere a sister motoring organisation operates, alocal patrol may assist.2 European garage mechanics and patrols areunlikely to speak English.3 Volkswagen European Assistance providesrecovery of the Registered Vehicle includingcaravan/trailer on tow if it is within stated sizerestrictions for Volkswagen European Assistance.However, if the caravan/trailer only is immobilisedwe may be able to arrange service but this will728 OMG114059 VWPTC 0920 VW Assistance T&Cs 20pp v3.indd 702/10/2020 10:04

be at your own cost, to the nearest local repairservice centre. (Refer to page 3 - Vehicle type,weight and size restrictions).4 National holidays and working hours varythroughout Europe. This will impact on the servicearranged for the Authorised Driver, especiallyduring busy periods.5 Third party service providers including garages,repairers, recovery operators, car hire companiesetc are not approved by the AA and do not act asAgents of the AA. The AA cannot be held liable forany acts or omissions of any such garages or otherthird parties.6 Any goods being carried remain the AuthorisedDriver’s responsibility.7 Registered Vehicles which are recovered willusually be brought back unaccompanied.‘Country of departure’ means United Kingdom only.‘Period’ means any number of journeys taken withinthe duration of the Volkswagen European Assistancepolicy, provided that each individual Trip must notexceed a maximum of 90 days.‘Trip’ means the Authorised Driver’s journey overseaswith the Registered Vehicle within the period, startingand ending in the UK. The AA will only cover theRegistered Vehicle within the UK for a direct journey toor from the seaport or Eurotunnel terminal.All vehicles must be built to manufacturer’sspecifications, hold a current MOT certificate (whererequired), hold appropriate insurance for travellingoverseas, be in a roadworthy condition at the startof the Trip and used for private purposes or businessuse only.8 Vehicle recovery from Western Europe will takeon average 8-14 working days. At busy periodsand from further destinations, recovery maytake longer.The AA will not cover personal effects/goods/vehicles/boats or other waterborne craft on or in the RegisteredVehicle or trailer nor consider any consequential loss.These remain the Authorised Driver’s responsibility atall times.Geographical limitsVehicle occupantsVolkswagen European Assistance applies withinthe following geographical limits within which theRegistered Vehicle and the Authorised Driver muststay together. Assistance will not be arranged outsideof these geographical limits.Maximum of eight persons including driver and infantsbut limited to the maximum number of persons theregistered vehicle is designed to carry and for whomthere are fixed seats and restraints.Cover applies within the following limits (the“geographical limits”):Albania, Andorra, Austria, Belarus, Belgium, Bosniaand Herzegovina, Bulgaria, Croatia, Cyprus, CzechRepublic, Denmark, Estonia, Finland, France, Germany,Gibraltar, Greece, Hungary, Iceland, Italy, Kosovo,Latvia, Liechtenstein, Lithuania, Luxembourg, formerYugoslav Republic of Macedonia, Malta, Monaco,Montenegro, Netherlands, Norway, Poland, Portugal,Republic of Ireland, Romania, Russia, San Marino,Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,Turkey, Ukraine, Vatican City.Cover does not apply to territories beyond mainlandEurope. Cover within the UK applies only to a directjourney to and from the seaport or Eurotunnelterminal and can only be used for journeys wherethe Registered Vehicle is being taken overseas bywaterborne craft or Eurotunnel and not for crossingestuaries and non-tidal waterways apart from crossingfrom Northern to Southern Ireland. The AA reservesthe right to amend the geographical limits of cover inthe event of war, civil disturbance, riot or radioactivecontamination.Additional definitions‘Authorised Driver’s Party’ means the AuthorisedDriver and all other occupants of the vehicle, maximumeight persons (including the authorised driver). TheAA will only cover people who are travelling with theauthorised driver for the whole duration of the Trip.Weight and size restrictions of registered vehicles forEuropean Assistance:Maximum vehicle weight: 3 .5 tonnes (3500 kgs)gross vehicle laden weightMaximum vehicle length: 6.4 m (21 ft)Maximum vehicle width: 2.55 m (8 ft 3 in)Maximum vehicle height: 3 m (9 ft 10 in)The Registered Vehicle and the Authorised Driver mustcomply with legislation as to vehicle types, weightand dimensions which apply in the countries visitedand the AA cannot be liable for any loss whatsoeverbecause the Registered Vehicle cannot be importedinto or used in overseas countries, due to its type,weight and/or dimensions.If the Registered Vehicle is stranded on the highwayas a result of Breakdown, Volkswagen EuropeanAssistance will arrange, within the geographicallimits, subject to all relevant terms, conditions andexclusions contained in these terms and conditions,

the contrary, Your Volkswagen Roadside Assistance will be automatically renewed at the end of each year. A reminder will be sent to advise of the cost of Volkswagen Roadside Assistance, and any changes to terms and conditions that will take effect at renewal. If You do not want to renew on this basis, You should