Frequently asked warranty questions
What should I do if my vehicle breaks down?
If the vehicle shows signs of imminent failure, please do not continue to use it. If you do, the damage could get worse and invalidate the claim. Call our claims line on 01279 456 501. If it’s out of office hours, see our Out of Hours section.
CLICK HERE to view our ‘How do I make a warranty claim?’ video.
Do you have a list of your nominated repairers?
Our nominated repairers are Halfords Autocentre (click here to find a local garage).
What if I want to use my local garage?
We prefer that you use our nationwide nominated repairer network. We have inspected these garages and approve of the standard of workmanship and quality that they provide, which is continuously monitored to ensure that they are offering the best customer service. However, if you want to use a different garage there’s no problem but they must first telephone AutoProtect Administration (APA) to obtain approval for the work and to agree the costs for which the dealer will be responsible. Please note that should you choose to use your local repairer they will only be paid up to the equivalent APA national labour rate.
Do I pay the repairer directly?
AutoProtect Administration Limited will settle the invoice with the approved repairer directly and you will likely have nothing to pay, unless there are valid reasons why we are only paying a part of the bill. If you use your own repairer you will have to pay their bill in full, then send us the invoice so we can pay you back directly.
When is my vehicle due for service?
If the vehicle has full service history then you must continue to service the vehicle in accordance with the manufacturer’s stipulated service schedule.
If the vehicle has no or part service history then the vehicle must be serviced by a VAT registered garage, six months or 6,000 miles [whichever
is the sooner] from the date of purchase of the vehicle and thereafter either at the manufacturer’s service schedule or at intervals of six months or 6,000 miles [whichever is the sooner], and must consist of:
- Change engine oil and filter;
- Check oil levels in the gearbox and differential and top up where necessary;
- Check coolant level and antifreeze/inhibitor strength. Top up where necessary;
- Check timing belt [if fitted], renew if necessary; and
- Brake fluid must be replaced in accordance with the manufacturer’s recommendation
The interval from the vehicle purchase date to the first service and the intervals between services must not exceed the stipulated time or mileage by more than 21 days or 750 miles. If any circumstances prevent the service being carried out at the correct time, we must be informed immediately, in writing, by recorded delivery.
Please retain proof of the previous service for our inspection in the event of a claim. The only acceptable proof of servicing will be the fully detailed VAT service invoice[s] indicating servicing dates and mileages. You must keep these invoices for our inspection in the event of a claim.
CLICK HERE to view our ‘Why do I need to service my vehicle?’ video.
Do AutoProtect provide warranty for any vehicle?
AutoProtect can cover almost any vehicle including commercial vehicles and high performance sports cars. However for obvious reasons we cannot usually cover vehicles used for hire or reward [for example self-drive hire or driving schools]; vehicles used for any kind of timed competition or race; or non-standard, customised or modified vehicles.
We can offer special arrangements for black cabs and taxis.
Will my call to make a claim be answered by a call centre halfway around the world?
All calls, including dealing with repairs, are answered by APA here in the UK.
What if my car suffers a breakdown out of office hours or during a holiday period?
Occasionally you may require emergency assistance out of hours and will be unable to contact the Claims Office to provide a Claim Authority Number. In this circumstance, you will need to settle your invoice and call the claims department within working hours to discuss your repair and provide details of the repairing garage. Please make sure you get VAT receipts and ask the repairing garage to save the old parts for 7 days. Upon validating the claim, within the terms and conditions of your agreement, we will pay reasonable costs towards your repair.
The Claims Office will require the following information:
- Confirmation of date and time of repair
- Repair invoice
- Service history (if required)
- Part to be available as it may require inspection
CLICK HERE to view our ‘What do I do if I break down out of hours?’ video.
Are there any mileage restrictions?
AutoProtect warranties allow for an unlimited number of valid repairs to be made with no limits on the annual mileage you drive. We do not have upper mileage limits so you won’t run out of cover.
What if I sell my car?
The benefit of your Agreement is transferable upon resale of the vehicle to a private individual, provided that:
- All documentation relevant to your Agreement has been passed over to the new owner.
- The vehicle has been serviced and maintained according to the manufacturer’s recommendation and the terms of this Agreement.
- Prior to sale of the vehicle, your Agreement, together with a cheque to cover the administration fee made pay able to: AutoProtect Administration Limited, should be sent by recorded delivery post to: AutoProtect Administration Limited, Warwick House, Roydon Road, Harlow, Essex CM19 5DY.
Your Agreement may not be transferred if the vehicle is sold to a motor dealer or trader and it will be cancelled automatically on such a sale.
What if I have a complaint?
We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens we want to hear about it so that we can try to put things right. If you have cause for complaint it is important you know we are committed to providing you with an exceptional level of service and customer care.
Please contact the Managing Director in writing at the following address:
AutoProtect Administration Ltd
Warwick House
Roydon Road
Harlow
Essex CM19 5DY
Tel: 01279 456 500
Fax: 01279 456 510
We expect that the majority of complaints will be quickly and satisfactorily resolved.
I never received my warranty documents, how do I get them?
Please refer back to your selling dealer to obtain the correct information regarding your warranty.
