One Hour Response Breakdown

Service Guarantee Terms & Conditions

Our service guarantee

During the period 7th January 2013 to 6th January 2014 our service guarantee is that we will arrive within 60 minutes of the end of your telephone call to us to report your breakdown. If we do not make it to you in that time you may be able to claim a 50% discount off the renewal price of your next year's Green Flag Breakdown Cover.

Applies only for policies bought directly from Green Flag whether by telephone or website and does not include policies sold through any of our partners or policies sold on Price Comparison Sites.

What is the service guarantee discount?

The service guarantee discount is a 50% discount available once only to customers at renewal who meet the eligibility criteria and who have not elected to claim the £10 compensation payment (see below).

Customers can choose either to claim £10 compensation, as at present, under the "Our service promise" section of their Green Flag Breakdown Cover policy or wait until their policy comes up for renewal and then receive a 50% discount on the renewal premium. They are not eligible to receive both but are eligible for the £10 on future incidents.

The 50% off service guarantee discount cannot be used in conjunction with any other promotions or discounts.

The 50% service guarantee discount is applied to the renewal premium before the addition of IPT (insurance tax)

Who is eligible?

Customers who have reported a breakdown to customer services and the engineer has not arrived within 60 minutes following the end of their telephone call.

The 50% service guarantee discount only applies to policies purchased from the Green Flag website and the Green Flag call centre and excludes policies sold through any of our partners and policies sold on Price Comparison Sites.

The 50% service guarantee discount applies to all levels of Green Flag cover.

Customers are only eligible to receive the 50% service guarantee discount once regardless of the number of claims they make with a response time over 60 minutes during the guarantee period.

The guarantee period is the 12 months beginning with the purchase or renewal date of any policy purchased or renewed during the period from 7th January 2013 to 6th January 2014 and ending with the first or next renewal date of that same policy.

The discount can only be taken up once per policy, whether by person or vehicle, and the over 60 minute claim must have occurred during the guarantee period.

The service guarantee discount only applies to call outs in England, Scotland, Wales and Northern Ireland.

I hold an existing policy taken out before the 7th of January do I qualify for the service guarantee? Yes anyone that holds a Green Flag Retail policy during the period of the 7th of January 2013 to 6th January 2014 is eligible for the service guarantee.

What happens if I renew and have not had a breakdown that was over an hour? You are eligible for the next 12 months of your policy from the date of your renewal.

If I have a breakdown and the response time is over an hour and I take up the offer am I eligible for the next 12 months of the policy? No you are only eligible to receive this guarantee once so if you take it up you are not eligible at your next renewal.

If I have 3 claims in one year and all three have gone over the hour can I claim the 50% discount and 2x £10? Yes, you can claim the 50% discount on the first incident and £10 compensation payment on all future incidents.

When does the hour begin?

The exact time when the customer ends their telephone call with customer services which is recorded electronically

How long will the service guarantee discount be available?

The service guarantee discount is currently available in respect of policies purchased or renewed during the 12 months from the 7th of January 2013 to 6th January 2014. However we reserve the right to modify or withdraw the service guarantee discount at any time without notice. We also reserve the right to amend the Terms and Conditions which apply to the service guarantee discount at any time without notice.

At present anyone who purchases or renews during the period from the 7th January 2013 to 6th January 2014 who makes a claim (call requesting attendance of engineer) in the following 12 months and the engineer takes over 60 minutes to reach them will be eligible for either £10 compensation in respect of that claim or the service guarantee discount at the first or next renewal of their policy.

By way of example; A customer purchases (or renews) a policy on 5th January 2014. When the policy comes up for renewal on 5th January 2015 the customer will be able to claim the service guarantee discount if any engineer call outs have not met the service guarantee time during the previous twelve months provided the customer has not already claimed at least £10 in compensation in respect of those call outs.

Non-exhaustive list of event types excluded from the 50% off service guarantee discount

• Pre-booked jobs
• Accidents
• Burnt out cars
• Additional call outs relating to the original breakdown call out
• Cancelled jobs
• Motorbike call outs
• Broken keys
• Lost keys
• Stolen keys
• Driver illness
• Trailer Accident
• Trailer wheel bearing
• Trailer puncture no spare
• Trailer no lights
• Trailer brakes
• Trailer axle fault
• Trailer suspension
• Trailer A-frame
• Trailer wheel change
• Special recovery
• Flood damage
• Continued job

N.B. We may add other event types from time to time

What does the customer need to do to take up this service guarantee and when?

Following a call out which has not met the requirements of the service guarantee customers will receive a letter informing them they are eligible for the service guarantee discount provided they do not claim the £10 compensation to which they are entitled under their policy.

The letter will make it clear that when it comes to renewal the customer will need to telephone Green Flag to receive the 50% off service guarantee as the renewal price they will be sent will not include the discount.

The 50% off service guarantee discount can only be claimed during the period which begins with receipt of the Green Flag Breakdown Cover renewal letter and ends 30 calendar days after the policy renewal date.

General

All third party rights under the Contract (Rights of Third Parties) Act 1999 are excluded in respect of these Terms and Conditions.

These Terms and Conditions are to be governed by and interpreted under English law and in the event of any dispute or claim associated with these Terms and Conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.

The Green Flag Service Guarantee commitment is made by Green Flag Motoring Assistance. Green Flag Motoring Assistance is underwritten by UK Insurance Limited., The Wharf, Neville Street, Leeds LS1 4AZ. Company No. 1179980. UK Insurance Limited is authorised and regulated by the Financial Services Authority.