FAQ
Q. How can I be sure who is at fault?
Q. How do you recover the fee?
Q. What happens if the other party is uninsured?
Q. Where is my nearest branch?
Q. What happens once my own vehicle is fixed?
Q. How long will the process take?
Q. Can I take the replacement car out of the U.K.?
Q. Does the replacement vehicle service include insurance?
Q. Do I need to service the vehicle?
Q. Are there any mileage restrictions?
Q. What do I need to do to the vehicle before returning it to CCL Vehicle Rentals?
Q. What should I do if the Road Fund Licence expires soon or has expired?
Replacement vehicle - breakdown / accident
Q. What do I do in event of a breakdown?
Q. What happens if I get a puncture?
Replacement vehicle - insurance
Q. Are young and elderly drivers covered under your insurance policy?
Q. Can I add an additional driver?
A. How can I be sure who is at fault?
Contact the CCL Vehicle Rentals team, we will talk you through the process and our team will assess which party was at fault within the accident. We also contact the third party insurance company to ascertain if they accept liability.
A. How do you recover the fee?
As long at the accident wasn't your fault and you provide CCL Vehicle Rentals with your full co-operation, we will seek to recover the fees from the third parties insurance company.
A. What happens if the other party is uninsured?
Prior to arranging your replacement vehicle, our claims handlers will check that the at fault driver holds a valid insurance policy. Should it be found that the other party is actually uninsured it may be possible, in some circumstances, to make a claim from the Motor Insurance Bureau.
A. Where is my nearest branch?
Delivery and collection of your replacement vehicle is included within your agreement, therefore you shouldn't have to visit our branch, however we have 4 branches across the UK, contact our team to find out where your local branch is situated.
A. What happens once my own vehicle is fixed?
Once your own vehicle has been repaired or in the case of a write off payment is settled, we will contact you and arrange collection of your replacement vehicle at a time and location convenient to you.
A. How long will the process take?
The length of your claim process depends on the accident circumstances and the repair work required. Our claims handlers will keep you informed of expected length of the process.
A. Can I take the replacement car out of the U.K.?
Usually we are happy to allow our vehicles to be taken out of the UK. Prior to arranging your trip, you must obtain and complete a V103, (greencard) form available from CCL Vehicle Rentals, the vehicle is not insured without one.
A. What is a Hire Agreement?
The hire agreement is a legally binding contract between you and CCL Vehicle Rentals. You will be sent a copy of the hire agreement which includes all of the terms and conditions regarding the hire. If you are supplied with a replacement vehicle you should read this agreement and then sign and return it to us.
A. Does the replacement vehicle service include insurance?
Yes, comprehensive cover is included within our service, subject to signing an agreement including our full terms and agreement of hire and insurance.
A. Do I need to service the vehicle?
No, the service is included within your hire agreement.
A. Are there any mileage restrictions?
No, unlimited mileage is included with our service.
A. What do I need to do to the vehicle before returning it to CCL Vehicle Rentals?
The vehicle should be returned in the same condition in which it was received. The vehicle should be clean internally and externally with the same fuel level as the vehicle was delivered with.
A. What should I do if the Road Fund Licence expires soon or has expired?
If the Road Fund Licence is due to expire within your hire agreement, a new disk will be posted to you. If you have not received the disk five working days prior to the expiry date, please contact our team for more information.
Replacement vehicle - breakdown / accident
A. What do I do in event of a breakdown?
Our service includes 24hour breakdown cover with no additional charge. In the event of a breakdown, please call 0800 072 0808.
A. What happens if I get a puncture?
If your replacement vehicle develops a puncture within 24 hours of delivery, we will repair or replace the damaged tyre. If a puncture develops during your remaining hire period, you are responsible for the repair or replacement of the damaged tyre. Please call our customer services team for more information 01202 823000.
Replacement vehicle - insurance
A. Are young and elderly drivers covered under your insurance policy?
Yes, our insurance policy covers drivers under the age of 21 years and over the age of 70 years, provided the driver is over 17 and has held a car driving licence for at least 6 months.
A. Can I add an additional driver?
Additional drivers can be covered through our policy if required, all claims are subject to an insurance excess as with your own policy.
A. What is my excess?
The excess amount is dependant on the driver's age, driving experience and number of convictions. Our team will inform you of your excess amount prior to arranging delivery of your replacement vehicle.
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