Call Assist Policy

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Call Assist Policy

This policy summary does not contain the full terms and conditions of the contract. Full terms and conditions are explained in the policy document GP01953 which will be provided to you once cover is accepted. A copy of the policy document is available earlier on request.

Name of the insurer

Pinnacle Insurance plc, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX, is an insurance company based in the United Kingdom. Cardif Pinnacle is a trading style of Pinnacle Insurance plc. Pinnacle Insurance plc is authorised and regulated by the Financial Services Authority.

Type of insurance

In the event of breakdown, Call Assist Rescue will cover you for costs involved with the roadside assistance or recovery of your vehicle due to mechanical or electrical failure.

Eligibility for cover

To qualify for breakdown cover, the vehicle must be registered with Call Assist Rescue and must not be greater than 3.5 tonnes in weight or more than 5.18 metres long, 1.91 metres wide or 2.44 metres high. The vehicle should not be used as a taxi, private hire vehicle or for self-drive hire and must be no more than 10 years old.

Significant features and benefits

Call Assist Rescue will insure you against the following:

Roadside Assistance – If your vehicle breaks down more than 1 mile from your home due to a mechanical or electrical failure, we will send out an appointed vehicle rescue operator to try to resolve the problem and get you back on the road,

Recovery – If roadside repair is not possible or your vehicle cannot be driven following a mechanical or electrical failure, it will be recovered to the nearest repairer,

Alternative Onward Travel – if your vehicle cannot be repaired within 24 hours, we will help find the most suitable onward travel arrangement to ensure that you reach your destination. This is subject to a limit of 6 passengers including the driver,

Vehicle Hire – In the event of your vehicle being inoperable following attendance by an authorised repairer, a free car hire service is available for up to a maximum of a 24 hour period. This is subject to availability and does not include fuel and insurance. A deposit may be required,

Emergency Accommodation – In the event that satisfactory onward travel arrangements cannot be made, we will pay    up to a maximum of £200 per breakdown towards  one  night’s emergency hotel accommodation for the vehicle’s passengers, up to a maximum of 6 passengers. Please note that this excludes meals and drinks.

For an additional premium:

Home Service – If breakdown occurs at home, or within a 1 mile radius and the problem cannot be repaired there, your vehicle will be transported to the nearest authorised repairer.

European Extension – (If shown on your policy schedule) extends your breakdown cover to European countries where the maximum duration of any single trip does not exceed 90 days. For further details and a list of the European Countries where this cover applies please refer to Section 2D of the policy document under “Optional Extensions of Cover”.

For full details of features and benefits, please refer to Section 2 of your policy document.

Significant limitations and exclusions

The insurer will not be liable for:

  • the cost of parts, components or materials used to repair the vehicle;
  • the cost of alternative transport other than to your destination and a return trip to collect your repaired vehicle;
  • the recovery of the vehicle and passengers or overnight accommodation or car hire charges if repairs can be carried out near the scene of the breakdown or within a reasonable time. We will only recover to one address in respect of any one breakdown;
  • vehicles running out of fuel and where service cannot be effected because the vehicle does not carry a serviceable and legal spare wheel, tyre (this exclusion does not apply to motorcycles), aerosol repairkit, appropriate jack or, if the locking mechanisms for the wheels are not immediately available to remove the wheels;
  • any request for service if the vehicle is being used for motor racing, rallies, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities;
  • storing your vehicle overnight;
  • draining or removing contaminated fuel;
  • loss or damage to the vehicle or its contents; and
  • claims totalling more than £25,000 in any one year.

For full details of the limitations and exclusions of the cover, please refer to Section 4 of the policy document.

Contract duration

Cover will be provided for the 365 days from and including  the start date unless otherwise stated in your policy schedule.

Cancellation and refunds

This policy has a cooling-off period of 30 days from the time you receive this information. If you do not wish to continue with the insurance, provided no claim has been made under the terms of this policy, you will receive a full refund of premium paid from the organisation you purchased this policy from. If you have made a claim, no refund of premium will be payable. You may cancel your policy after the cooling-off period, in view of our administration costs relative to the size of your premium, no refund is payable.

Please contact the organisation you purchased this policy from to discuss.

Cover may be cancelled immediately where there is evidence of dishonest  or exaggerated behaviour  or where you   have

misrepresented or failed to disclose something at the time of application which would have caused the cover to be declined. For full details, please refer to Section 8 of the policy document.


You will pay the premium and, subject to the terms and conditions of the policy, the vehicle will be covered for the period of cover as shown in your schedule. You must pay the premium on or before the start of the period of cover for this policy to remain valid.

For full details, please refer to Section 9 of the policy document.

Terms and conditions

Cardif Pinnacle may vary or waive the terms and conditions of this policy. This may be to:

  • improve your cover;
  • comply with any applicable laws or regulations;
  • reflect any changes to taxation; or
  • correct any typographical or formatting errors that may occur.

You will be given at least 30 days’ written notice of any alteration to the terms and conditions of cover under this policy unless the change is due to legislative, tax or regulatory requirements.

Such changes may have the effect of increasing or reducing the cover previously provided under this policy. If you do not wish to continue your cover you can cancel as set out in Section 8 Cancellation and Refunds (i), (ii) and(iii).

For full details, please refer to Section 10 of the policy document.

Claims notification

If in the UK, please call our 24 hour Control Centre on 0800 917 3365. If you are outside the UK, please contact us on +44 1206 771 780. Full details of how to claim can be found in Section 7 of your policy document.

How to complain

Any enquiry or complaint you have regarding your policy should be addressed to the policy administrator:

Customer Services, Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex CO1 1UX. Alternatively, we can be contacted by email at customerrelations@callassist.co.uk or fax on +44 01206 364 268.

If your complaint is not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.


Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme  (FSCS). If Pinnacle  Insurance  plc is unable to meet its liabilities to you, you may be entitled to compensation from the FSCS. Further information about the compensation scheme arrangements is available from the FSCS by telephoning 0800 678 1100 or by visiting www.fscs. org.uk.

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