Is the fee for the Total Care service fixed for the contract term?
Yes, you monthly rental will only change if we mutually agree a change (if applicable) or as a result of Total Care exercising its rights under the contract, for example: if you travel
materially more miles than agreed (and the vehicle is recontracted) or the vehicle is involved in two or more "at fault" incidents in a 12 month period. In this case, Total Care will
discuss your options with you.
What is Glass Protection?
Total Care is responsible for repairing and replacing body glass to your vehicle. You must report the damage to Total Care and the repair will be arranged via Total Care's network. You will
be required to pay a per-incident charge which is fixed at £50 per incident where it is necessary to replace the glass. No CIC applies where the glass is repaired.
The glass CIC does not count towards the escalating CIC for incidents.
Am I entitled to a replacement vehicle when mine is off the road due to an accident?
You're entitled to a courtesy car for the duration of the vehicle repair subject to the repairer's conditions. You'll also need to make sure that the courtesy car is insured by the repairer. Pelase note that this will not be a like-for-like replacement of your existing lease vehicle.
If you're involved in an incident where the third party has been identified and proved at fault, you may be provided with a vehicle similar to your current lease through our non-fault hire provider, Auxillis, subject to acceptance.
If your vehicle is stolen and not recovered, you will not be provided with a replacement vehicle.
Am I entitled to a replacement vehicle when mine is off the road due to a mechanical failure / maintenance work?
If the repairer has a courtesy vehicle available while your vehicle is being repairs, you will be able to utilise this subject to their conditions, and the insurance cover costs and/or any
administration fee must be paid by you directly to the repairer.
If you have broken down and the vehicle is not repairable at the roadside, the recovery agent can provide a rental vehicle for 48 hours as part of the breakdown scheme.
What happens if my vehicle is deemed a total loss as a result of an incident?
The lease will be terminated as soon as our assessors have confirmed that it is not economical to repair the vehicle. At this point, if you were considered to be "at fault", Total Care will
invoice the CIC to you. Your liability for the monthly rental of the vehicle will cease at this point.
If there is a third party at fault, Total Care will seek to recover the costs from the third party's insurer. If the losses are not recoverable due any act or omission by you/your driver,
Total Care reserve the right to invoice any losses to you.
What happens if my vehicle is stolen?
You must notify the Police and then Total Care (quoting your crime reference number) within 24 hours. Total Care's accident management provider will monitor progress directly with the
Police. If the vehicle has not been recovered within 21 days, or has been recovered but then deemed a total loss, the vehicle lease will be terminated at Total Care and your monthly
rental liability will cease for any future rentals. At this point, Total Care will invoice the relevant CIC to you.
If there has been an act, omission or negligence by you or your driver which contributed to or resulted in the theft of the vehicle (e.g. if the keys are left in the car) then the termination
costs will be borne by you. If at a later point the vehicle is recovered and sold or any monies are received, these will be credited back to you up to the value of the charge you received.
If the vehicle is deemed stolen and not recovered, or deemed a total loss, what other liabilities do I have other than the monthly rental?
Total Care could levy a maintenance charge if the vehicle is running over its contract.
Should you wish to return the Contract Hire vehicle before the end of the contract, please contact Total Care who will discuss the process and financial implications with you. You will be liable to
make a payment in accordance with your agreement.
What is included in the maintenance cover?
Total Care covers the costs of all routing work that is due to occur during the contract term (based on manufacturer guidelines). This will include servicing, maintenance, repairs, premium tyres*,
batteries, breakdown cover, exhaust and any worn items.
* Total Care has a fair play policy on tyres. This means that damaged tyres will be replaced inside the maintenance budget. Replacements in the event of abuse, neglect, theft or vandalism will be
Total Care's maintenance scheme does not cover driver abuse items, damage or replacement as a result of neglect. These charges will be billed via a vehicle services invoice.
If you need servicing work or tyres, please contact the Total Care Driver Contact Centre on 0370 600 4499 who will assist you with a local supplier.
What do I do if I want to take my vehicle overseas?
Please contact Total Care on 0370 600 4499 at least 14 days in advance of travel and provide details of your travel destination(s), dates and details of drivers and any additional drivers.
Total Care will provide you with a Vehicle on Hire Certificate (form VE103) to replace the V5C Vehicle Registration Certificate (logbook). This is a legal requirement. A standard fee of
£15 + VAT applies for this document. An insurance certificate confirming that the vehcile is insured to be taken out of the country for the period of travel will be provided to you.
If you already have a valid VE103 from a previous trip, you will still need to contact Total Care to get a new insurance certificate.
If you have been unreasonably delayed in your return and your insurance certificate is due to expire, you will need to contact Total Care for permission to extend the cover, and a new
insurance certificate will be issued. It will be your responsibility to print this document and retain it in the vehicle.
Are my personal belongings covered?
No. Total Care is providing Contact Hire on an insured vehicle. Total Care is the policyholdr and cannot therefore extend the policy to cover your personal belongings.
Is personal injury covered?
No. Total Care is not providing personal injury cover for the driver. However, any third party passengers would be included within the Third Party Liability cover.
Are there restrictions on who can drive the vehicle or have the product?
Yes. The eligibility criteria and restrictions are detailed in the schedule to your contract. It is important that you understand what this criteria is and that you comply with the criteria
at all times as you could invalidate the insurance on your vehicle if you do not. Should these change or be updated at any time, a new copy will be sent out to you.