Total Motor Assist FAQ
Total Motor Assist FAQ
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I'm going to join Assist Protect
» How can you offer the service for free? How do you make money? ▾
This is a common question. Assist Protest's business model is around customer rention and sales of other products and services. We aim to provide the best service to our customers when they need it most and so our renewal rate is very high - indeed, our renewal rate is heavily discounted for a lot of our members.
Our customers tend to take other free services and renew them too and so this is how we make our money. We also have a very high referral rate which adds to the volume of customers who in turn renew and take other products and services from us or our chosen partners.
Although we make a profit, we are a very lean and efficient organisation that tries to get things right first time.
Find out more about how we make our money »
» What's the actual likelihood of me having an accident? ▾
There are approximately 30 million vehicles in the UK travelling in excess of 240 billion miles each year. There are around 12,000 accidents per day, with 6,000 where it wasn t their fault and this is where add significant support and assistance. It is estimated that on average, 14% of the UK s driving population will have an accident each year.
» After the free membership expires, what happens then? ▾
A week before your membership expires, we will send you email you inviting you to renew for a further 12 months. If you miss this email we will send a further email at a discounted rate on the day of renewal and then again a week after your renewal date. If you fail to renew after this the renewal price will increase.
I am already a member of Total Motor Assist
» How do I order a new glove box document(s)? ▾
You can order between 1 and 6 glove box booklets at any one time. These will be posted to your address we have on file. All you have to do is log into your member account, scroll down to the bottom of the page and then click on the button that says Glove Box Booklets. Then confirm if you want two or more booklets by clicking on the appropriate button and chose to pay by card using the award winning Stripe card processing software or use your PayPal account.
» I've paid, but I keep getting renewal emails ▾
This sometimes happens when a member clicks away from the renewal page before the payment is completed. This only seems to happen when people use paypal as there process is sometimes delayed by poor internet connections
» I want to cancel. What do I do? ▾
We are sorry to lose members due to cancellation or non-renewal. Renewal emails have acancellation link on them. If a member needs to cancel prior to renewal, they need to email us at info@assistprotect.co.uk
» I've changed my car or I want to add an extra car(s), how can I update this? ▾
This is really easy. All you need to do is log into your members account with your registered email and password and then click on add/edit cars. If you want to replace or swap a car, just overwrite the details and then click on the confirm and update button. If you want to add more cars to your account, click on the "Add another car" button and then type in the cars registration, make, model fuel type and age. Once you finished add the car details, click on confirm and update to save your changes.
Renewing my Membership
» After the free membership expires, what happens then? ▾
A week before your membership expires, we will send you email you inviting you to renew for a further 12 months. If you miss this email we will send a further email at a discounted rate on the day of renewal and then again a week after your renewal date. If you fail to renew after this the renewal price will increase.
At the Accident Scene
» If I am involved in an accident with another vehicle on the road, what should I do?
If you are unlucky enough to be involved in an accident while driving, these are the steps you should take in order to ensure your safety:
- Stay calm and don t get angry
- Never admit that it was your fault
- Note the driver s name, address, vehicle registration number / make of vehicle and insurance details - you can use the handy form that we've provided in your member's Glove Box Document for this
- Ask for pedestrians or motorists who can act as witnesses to what happened. Ideally you will need two. Get business cards or contact details Take names, telephone numbers and addresses of at least two witnesses if possible
- Ring the Total Motor Assist Helpline (refer to your membership paperwork for your number) We are here to help you through this traumatic situation
- Report the accident to the police if you are injured
- If injured ensure that you seek medical advice from a hospital or your GP
- Photograph the accident scene and any visible injuries or damage to your car
- Look for CCTV cameras as these could also provide evidence of liability
- If you incur any expenses as a direct result of the accident, make sure you keep a full record of these along with receipts where appropriate
Report an accident and get help now »
» Following an accident, what information should I give to the other driver? ▾
Following an accident, members should provide their name, address, telephone number and registration. If you have your insurance details that would be handy too, but not essential. Ensure you call the helpline first to allow us to help you. If you don t call us fairly quickly after an accident, there is a possibility that the third parties insurers my try and call you and offer you some of the services we offer as part of your membership. Never accept these as they don't usually provide what they promise.
» I have fully comprehensive insurance, why should I ring the TMA Helpline? ▾
We will offer you sound advice from the start
We will assess your claim quickly and tell you where you stand
We will deliver a like for like replacement vehicle to wherever is convenient to you & organise the repair of your damaged car
We will contact yours and the third party insurers and manage this for you
If you are injured, we will organise any medical treatment you may need & get you maximum compensation
Managing my claim
» How will I prove the accident wasn't my fault? ▾
Our fully trained Helpline staff will discuss the circumstances of your accident with you. At that time they will assess whether there is an identifiable negligent third party and if so we will accept your claim. If we cant prove liability (who is at fault) we may suggest that you use your own insurer
» Who pays for the services we provide? ▾
Apart from the membership fees that our member s pay, as the victim of a non-fault accident you are legally entitled to the service we provide. The costs of any replacement vehicle provided, and repairs carried out to your car if applicable are paid for by the insurance company of the driver who caused the accident.
» How do you manage my claim? ▾
Assist Protect works with industry leading claims management companies. Following the first notification of lost, the helpline will assess the accident situation and the likelihood of a successful claim against the third party insurer to recover your losses. Once the assessment has been completed the claims team will contact the third party insurer to ask them to confirm the liability position in relation to their insured driver. Once liability has been confirmed, they will look to provide you with a category like for like vehicle while your is being repaired. Once the vehicle has been repaired, it will be delivered back to you and the replacement car collected.
» Do I have to pay legal fees? ▾
No you don't have to pay any legal fees for advice given initially. Part of your TMA membership entitles you to free legal advice for accident claims. TMA expert lawyers will assess you claim and establish if you have a good case against a third party. If our lawyers pursue a case for you they may deduct up to 25% of your claim award to cover their costs.
I've had an Accident that is NOT my fault - how can you help?
» I have reported a claim - what happens next ▾
You can either call the helpline which is on your paperwork or on the text message we sent you when you joined or you can log into your account and report the claim online. Someone will call you during the next working day if you report it online.
» I want to report an accident, what do I do? ▾
There a few options to report an accident, but its important that you ensure it is safe to do so first and that you have as much information about the accident as possible. The two main options are to call the accident helpline and chose option 1 or option 2. Calling the helpline option is best if you need immediate support and help, like accident recovery. Alternatively, if the accident isn't urgent and you don't have time to call the helpline and want a call back at a more convenient time, you to report the claim on the online reporting form. The helpline will then call you back during office hours to clarify the details and to advise you of your options. Once we have spoken to you and the helpline team understand you needs more clearly they will report the accident to your insurer for either information purposes (if you don't want on claim on your insurance) or if you are going to utilise your own insurance, we will endeavour to hot transfer you to your insurer so you can report the claim. Plus the helpline will email your the claim summary to your insurer.
» If I am involved in an accident with another vehicle on the road, what should I do? ▾
If you are unlucky enough to be involved in an accident while driving, these are the steps you should take in order to ensure your safety:
- Stay calm and don t get angry
- Never admit that it was your fault
- Note the driver s name, address, vehicle registration number / make of vehicle and insurance details - you can use the handy form that we've provided in your member's Glove Box Document for this
- Ask for pedestrians or motorists who can act as witnesses to what happened. Ideally you will need two. Get business cards or contact details Take names, telephone numbers and addresses of at least two witnesses if possible
- Ring the Total Motor Assist Helpline (refer to your membership paperwork for your number) We are here to help you through this traumatic situation
- Report the accident to the police if you are injured
- If injured ensure that you seek medical advice from a hospital or your GP
- Photograph the accident scene and any visible injuries or damage to your car
- Look for CCTV cameras as these could also provide evidence of liability
- If you incur any expenses as a direct result of the accident, make sure you keep a full record of these along with receipts where appropriate
» Following an accident, what information should I provide to the other driver? ▾
Following an accident, members should provide their name, address, telephone number and registration. If you have your insurance details that would be handy too, but not essential. Ensure you call the helpline first to allow us to help you. If you don t call us fairly quickly after an accident, there is a possibility that the third parties insurers my try and call you and offer you some of the services we offer as part of your membership. Never accept these as they don't usually provide what they promise.
» If the accident isn t may fault will I need to claim on my insurance? ▾
No. If you are not at fault, you do not have to make a claim on your own insurance. If you did make a claim to your insurer, you would lose your no claims bonus and generally have to pay your voluntary excess and even your compulsory excess. If you make a claim via your insurer you may also lose your no claims bonus too.
» What will happen if my car is a write off? ▾
If your car is written off as a result of an accident that was NOT your fault we can help. We will try to arrange for a like for like category replacement credit hire vehicle to be provided to you while your claim is being resolved. Provided you do not have access to a replacement vehicle yourself or you can replace your vehicle from funds available, you will be entitled to keep your like for like replacement vehicle until you receive a cheque from the third party s insurance company.
» If the accident was not my fault and I claim through TMA, what can I expect? ▾
We help remove the stress and inconvenience of having an accident, and we take responsibility for managing the relationship with your insurers and the third parties.
We organise repairs and we keep you mobile in a car which is the same or similar to yours so that you are not affected by loss of your car. We also help protect your no claims bonus and ensure you don t have to pay your excess. From a monetary point of view, this is likely to save you nearly 200 per year.
Here's a real-life example that proves the point: a driver with 5 years' unprotected No Claims Bonus (NCB) typically lose 2 years of their NCB, moving them down 3 years NCB and they would then see their premiums rise on average from 349 to 479. So utilising your Total Motor Assist cover is not only more convenient and more packed with valuable services, it will also save you 130 in real terms year one and a further 65 in year two.
» If the accident was not my fault and I claim through my insurer rather than TMA, what can I expect? ▾
It's really not great, to be honest:
- You are not guaranteed to receive a like for like replacement vehicle while yours is being repaired
- You will most likely have to pay your excess
- You will most likely lose any no claims bonus you have built up and face increased premiums when you renew
- You will most likely have to arrange for your car to be repaired and supply quotes to your insurer
- You will most likely have to chase your repairer and then your insurer to the claims final conclusion
- You will most likely have to chase your repairer to provide you with a courtesy car most likely to be a Corsa, Fiesta or Nissan Micra - happy with that?!
I've had an accident that is my fault - how can you help?
» What happens if the accident is my fault? ▾
Even if the accident is your fault, there are things we can do to help you. If your car is undriveable following the accident, we can arrange for your car to be recovered from the accident scene to a safe location. This would generally be a local secure car body shop that provides a safe place to store the car while your claim is being resolved. If you need help finding a suitable repairer, we can arrange this too for you.
» If the accident was my fault, can you help me? ▾
Yes, we will offer you support and advice when you call our helpline and if it is your fault, we can deal with your insurers and manage the repairs to your vehicle for you through your own insurers. If you use one of our trusted repairers will also be able to provide you with a courtesy car while your repairs are being completed.
» What will happen if my car is a write off? ▾
If your car is written off as a result of an accident that was NOT your fault we can help. We will try to arrange for a like for like category replacement credit hire vehicle to be provided to you while your claim is being resolved. Provided you do not have access to a replacement vehicle yourself or you can replace your vehicle from funds available, you will be entitled to keep your like for like replacement vehicle until you receive a cheque from the third party s insurance company.
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