Answer: Personal Cover is an add-on to our vehicle cover that covers you, whatever vehicle you’re in.
Whereas vehicle cover is here for your own vehicle(s) if something goes wrong, Personal Cover is all about you. You don’t even have to be driving the vehicle in question - if it breaks down while you’re in it, you’re covered.
Please note, Personal Cover can only be used for vehicles under 16 years old that are privately registered and used in the UK.
Find out more about Personal Cover here.
- Q1 What is Personal Cover?
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Q2
What is family cover?
Answer: With our family breakdown cover, you can get cover for up to four people from the same household on one policy. Everyone will be covered as a driver or passenger in any car, van, motorbike or motorhome in the UK (that’s under 16 years old and privately registered).
You can find out more about our Family cover here.
Or, if you’re interested in getting Family cover, give us a call on 0345 246 2766.
Phone lines are open Monday to Friday: 8am - 9pm, Saturday: 9am - 5pm, Sunday: 10am - 5pm. -
Q3
How do I renew my Green Flag breakdown cover online?
Answer: You can speak to one of our Live Chat consultants who will be able to renew your policy and make any changes you need. Or, you can give us a call on 0345 246 1558.
If you’re on automatic renewal, then you don’t need to get in touch if you want to stay covered. Your policy will continue for another year.
Phone lines are open Monday to Friday: 8am - 9pm, Saturday: 9am - 5pm, Sunday: 10am - 5pm. -
Q4
Can I amend my breakdown cover details online?
Answer: Yes, you can.
You can use our handy online forms to update your address or telephone number. Alternatively, our Live Chat consultants can amend your vehicle information, update your address, or change your level of cover.
Or, you can call us on 0345 246 1558.
Phone lines are open Monday to Friday: 8am - 9pm, Saturday: 9am - 5pm, Sunday: 10am - 5pm. -
Q5
Can I change my level of cover?
Answer: We know that your circumstances can change, so you can change your level of cover at any time.
Our Live Chat consultants can make changes to your policy, including changing your level of cover. They’ll chat through your options to help find the best level of cover to suit your needs.
Alternatively, you can call us on 0345 246 1558 and our team will be happy to help.
Phone lines are open Monday to Friday: 8am - 9pm, Saturday: 9am - 5pm, Sunday: 10am - 5pm. -
Q6
With Personal Cover, am I covered in any vehicle, or do you need the details of the vehicle I’m in?
Answer: Personal Cover is an add-on to any of our vehicle cover products that covers you in any vehicle, not just your own.
So, as your own vehicle will be covered as part of your policy, we’ll ask for details about that vehicle when you get your quote. But if you break down in somebody else’s vehicle, all we’ll ask for is proof of ID when we come to the rescue.
Personal Cover can only be used for vehicles under 16 years old that are privately registered and used in the UK.
Find out more about Personal Cover here. -
Q7
Can my partner/spouse/family member come under the same cover with me? How do I add their details?
Answer: With our single or multi-vehicle cover, the vehicle is covered, not the person. So, no matter who’s driving, we’ll come and help if that vehicle breaks down.
We also offer Family cover. With this, up to four people from the same household can all be covered on one policy. Everyone named on your policy will get Personal Cover, so they’ll be covered in any vehicle that’s under 16 years old, privately registered and being used in the UK.
You can find out more about our Family cover here. -
Q8
Do I have to pay a cancellation fee if I change my mind?
Answer: It depends on the type of cover you have.
If your policy number begins with GF-POL, you’ve paid an admin and arrangement fee upfront, so you won’t need to pay a fee for cancellation.
If your policy number begins with just GF, you may have to pay an administration fee if you cancel outside of the 14-day cooling-off period. If you need any help, please look at your policy wording or get in touch. -
Q9
Will the policy cover me when I am towing my caravan?
Answer: Yes, caravans are covered no matter what cover level you choose.
It must be connected using a standard 50mm towball, and your vehicle must be used as recommended by the manufacturer. The caravan can’t weigh over 3.5 tonnes, and has to be under 7 metres long, 3 metres high and 2.55 metres wide.
Find out more about our caravan cover here. -
Q10
When would my cover start?
Answer: Your cover will start exactly 24 hours after you buy it, or you can choose a later start date if you’d like.
For the first day of your cover, you’ll only be able to use roadside assistance. Any other cover features will apply the following day. -
Q11
Can I pay monthly?
Answer: Yes, you can. With our UK or Euro Plus cover, you can choose to pay for your policy in full or split the cost over monthly payments.
Monthly payments subject to eligibility, over 18’s only. -
Q12
Will I get a refund if I change my mind?
Answer: For the first 14 days of your policy, you can cancel and receive a full refund.
If you’re outside of that 14-day cooling off period, you’ll get a refund for the remaining time left on your policy (if you haven’t called us out). You may have to pay an administration fee to cancel your policy, unless your policy number begins with GF-POL. -
Q13
I am not a member and I’ve already broken down. Can I join on the website and call you straight out?
Answer: If you’ve already broken down, you can’t take out a policy and get our help for that specific breakdown.
However, we can still help you. Just call us on 0800 400 600. You’ll be charged a one-off fee for this callout. -
Q14
Why do you need my vehicle’s details?
Answer: Here at Green Flag, we always cover your vehicle, no matter who’s driving it.
So, in order to give you a fair and accurate quote, we need to know your vehicle’s details. -
Q15
How do I access my policy documents online?
Answer: If you said you wanted to go paperless when you bought your policy, our online platform is the only place you can see your policy documents.
To access your documents online, tap here.
Please note, if you just got your policy, it can take until the end of the next working day for your docs to be accessible online.
If you’re looking for our policy booklets, which summarise everything that’s included with our cover, you can find those here. -
Q16
Can I buy just short-term cover if I’m travelling to Europe?
Answer: Yes, you can. If you’re heading to Europe, we can offer cover for any trip up to 90 days. You can get a quote online here.
Looking for more information about our European cover? Here’s everything you’ll need to know. -
Q17
What is specialist equipment?
Answer: If you break down, we may need to use specialist equipment to help you.
Say you’ve broken down in some mud or you’re stuck in a covered car park, you may need special equipment to be pulled out.
With Green Flag’s cover, you won’t be charged anything extra if we have to use this equipment to help you out. -
Q18
Do I have to pay for callouts?
Answer: If you’re a Green Flag customer we won’t charge you for callouts. You can get our help as often as you need to.
The only time you may be charged is if you call us out for the same problem more than once within 28 days. -
Q19
What should I do if I break down?
Answer: First and most importantly, make sure you’re in a safe location. Check our article on how best to deal with a breakdown on different types of road.
Then, if you’ve linked your policy to the Green Flag app, you can use that to get our help as quickly as possible.
Or, you can give us a call.
For UK breakdowns, call 0800 400 600.
For European breakdowns, call +44 141 349 0516.
Please note, our app is not available for Fleet policies or for vehicles registered in the Isle of Man. -
Q20
Will my policy automatically renew each year?
Answer: When you buy your cover from us, you’ll get to choose if you want to renew automatically or not. If you do choose automatic renewal, you can always contact us to change your mind during your policy.
We’ll always get in touch around a month before your policy end date to let you know your renewal price. If you’re on automatic renewal, you won’t need to contact us (unless you want to change any details or cancel your cover). If you’re not on automatic renewal, you’ll need to get in touch to stay covered for another year.
Need to get in touch to renew? Visit our Contact Us page. -
Q21
Do I get always get unlimited call outs?
Answer: Yes, you do. We don’t place any limits on the number of times you can call us out, so you can be reassured we’ll always be there for you.
You won’t be charged for calling us out, except in the following scenarios.
1. If you chose to include an excess when you bought your cover, you’ll have to pay that amount when you call us out.
2. If you call us out for the same problem more than once within 28 days. -
Q22
What if I have an accident, am I still covered?
Answer: We’re happy to repair or recover your vehicle after an accident, but you’ll need to pay for the service.
After we’ve helped you, get in touch with your motor insurer to help cover your costs. -
Q23
How can I make a complaint?
Answer: We always want to provide the highest standard of service to our customers. So, if you need to complain, we’ll do everything possible to ensure your complaint is dealt with quickly and fairly.
To find out how to get in touch, please visit our complaints page. -
Q24
How will you decide whether or not to repair my vehicle at the roadside?
Answer: We’ll do everything we possibly can to get your vehicle fixed at the roadside. But, some breakdowns will need some extra help, so we may need to take you to a garage.
Depending on your level of cover, we can take you to a local garage or to a destination of your choice. To see a full breakdown of our different cover levels, check out our policy booklet. -
Q25
Do you prioritise or make special arrangements for vulnerable customers (elderly drivers, lone women, children in the vehicle)?
Answer: We’ll always prioritise a customer in a vulnerable situation.
For example, someone with children on a motorway hard shoulder may get priority over someone who’s safe at home. But rest assured, we look to get to every customer as quickly as possible and we’ll always keep you updated.
If you’ve broken down, head to our Contact Us page to let us know. -
Q26
What happens if my car needs repairing at a garage and the garage is closed?
Answer: If the chosen repairer is closed and you choose to have the vehicle taken home, we’ll collect it the next day (or whenever is convenient for you) and take it back to the repairer when it’s open.
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Q27
Am I covered if I run out of fuel?
Answer: Yes, we’ll come and top your vehicle up with enough fuel to get you to the nearest petrol station. You’ll need to pay for the cost of the additional fuel.
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Q28
What happens if I break down at home?
Answer: If you’ve got cover at home, then get in touch using our app or by calling 0800 400 600. One of our technicians can be sent out right away or you can choose a time or date that’s best for you.
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Q29
What should I do if I break down on the motorway?
Answer: If you can’t leave your vehicle or if you’re in a lane with live traffic:
Turn on your hazard lights (and sidelights if visibility is poor) and make sure everyone has their seatbelt on. Call 999 immediately.
If you can get to the hard shoulder or an emergency area:
- Get as far over to the left as possible, but remember to leave enough space to exit the vehicle.
- Turn your wheels to the left as you come to a stop.
- Turn on your hazard lights (and your sidelights if visibility is poor).
- If it’s safe to exit the vehicle, then exit from the side that’s furthest away from traffic.
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Call your local highways agency to let them know that you’ve broken down on a motorway. If possible, use your nearest emergency phone. Or, call the following number on your mobile:
- If you’re driving in England, call National Highways on 0300 123 5000.
- If you’re driving in Scotland, call Traffic Scotland on 0800 028 1414.
- If you’re driving in Wales, call Traffic Wales on 0300 123 1213.
- If you’re driving in Northern Ireland, call the police on 999.
Please note, our app is not available for Fleet policies or for vehicles registered in the Isle of Man.
For more information, check our article on how best to deal with a breakdown. -
Q30
I can’t afford my monthly breakdown cover payments. What should I do?
Answer: If you’re struggling to keep up with your monthly payments, please get in touch. We’ll see what we can do to help you, such as reviewing your level of cover.
Please don’t cancel any payments or Direct Debits through your bank because this can affect your policy with us.
There is also a lot of help out there if you need financial support. For more information and to see how to get in touch, visit our money worries page.