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Arval Total Care

Arval Total Care

The most common questions we’re asked about our insured leased vehicle product.

This page is specifically for queries about our Arval Total Care product. For questions about anything else, please see our Customer Support page.
What is Arval Total Care?
Arval Total Care offers a wide range of services in one simple package for a fixed monthly cost, backed by the expertise and buying power of Arval. We provide an insured leased vehicle, covered from the day it’s delivered until the day it’s collected, so you won’t have to shop around for insurance quotes each year. Maintenance is included, covering routine servicing, tyres and repairs, to reduce unexpected bills and you’ll also enjoy additional benefits such as Accident Management and Breakdown Assistance.
Which services are provided under Arval Total Care?
  1. Leasing
  2. Insured vehicle (business and personal use, plus third-party liability cover)
  3. Maintenance work (all routine servicing and repairs)
  4. Accident Management
  5. Breakdown cover
  6. Financial shortfall protection
  7. Vehicle damage cover
  8. Glass damage protection
  9. Motor Insurance Database (MID) updates
  10. Courtesy vehicle while the vehicle is being repaired (subject to the repairer’s conditions).
What isn’t included under Arval Total Care?

We don’t provide personal injury cover for the driver, however any third-party passengers would be included within the policy. In the event of a non-fault incident, we are able to facilitate any injury claims incurred to the driver or any passengers as part of the loss recovery process via the third-party insurer.

Personal belongings aren’t included with Arval Total Care. Arval is providing Contract Hire on an Insured vehicle. Arval is the policy holder, and the policy cannot be extended to cover personal belongings.
What would happen in the event of misfuelling?
Any costs incurred as a result of misfuelling, including AdBlue, are not covered by Arval Total Care and will be recharged to you.
Who provides the insured vehicle cover?
Arval provides cover for Own Damage Protection. AIG (American International Group) insures the vehicle for third-party liability cover. The insurance policy is in the name of Arval UK Ltd. and we hold it on your behalf.
What is Own Damage Protection?
Own Damage cover helps with the cost of repairing your own vehicle when it gets damaged. This means Arval is responsible for repairing damage to your vehicle resulting from an incident (incident definition below). You will not be responsible for repair costs, but you will be required to pay the Customer Incident Charge (see below). Own Damage Protection does not include routine maintenance and does not protect you against damage caused or resulting from driver abuse or neglect. If damage is caused by a third party, then Arval will recover the costs directly from them.
Am I covered for driving through flood water?
Arval Total Care does not cover any claim as a result of deliberately driving through standing flood water.
What is a Customer Incident Charge (CIC)?

In the event of an incident where you are considered to be at fault, you’ll need to pay a CIC. This includes any claim where we’re unable to recover costs from a responsible third party. If the repair costs are less than the CIC, we’ll only charge you for the actual cost of the repair. The CIC varies depending on the number of ‘at fault’ incidents for the vehicle.

Example charges:

1st ‘at fault’ incident: £250 CIC

2nd ‘at fault’ incident: £350 CIC

3rd ‘at fault’ incident: £750 CIC

You will be responsible for paying a glass Customer Incident Charge (CIC), in line with your contract agreement where it is necessary to replace the glass. The glass CIC is a fixed cost, and does not vary regardless of the number of incidents.
What is an incident?
When we talk about an incident, this means an event or accident resulting in damage, loss or theft of the Arval Total Care vehicle, damage to third-party property, or personal injury/death of a third party.
I’ve had an incident, what do I do?

You must contact Arval as soon as it is safe and legal to do so (not while driving). Call our driver support contact centre on 0370 600 4499, and select ‘report an accident’. Our Accident Management partner will then help you with the next steps.

Click here for more information about what to do if you’ve been involved in an accident.
Who is allowed to drive my vehicle?

If you’re a business leasing customer, any employee of your company can drive the vehicle, along with their partner or spouse. If you’re a personal leasing customer, you can drive the car plus your partner/ spouse or immediate family members (parents, siblings and children).

Some restrictions and exclusions apply - for example, in relation to age, driver history, medical conditions and use of the vehicle. These will be detailed in your contract schedule.
Am I covered for business use?
Yes, Arval Total Care covers you for business and personal use of the leased vehicle. There are no restrictions to the types of journey you make, subject to trade usage criteria detailed in your contract.
Is my Arval Total Care cost fixed for the contract term?
Your monthly rental will only change if we mutually agree a change, or as a result of Arval exercising our rights under the contract. For example, if you request a change to the agreed mileage allowance or contract length and the vehicle is recontracted, or if the vehicle is involved in two or more at-fault incidents in a 12 month period. We will of course discuss changes and charges with you.
What is Glass Protection?
We’re responsible for repairing and replacing body glass to your vehicle, including windscreens. You must report the damage to us and we’ll arrange for this to be repaired via our network. You will be responsible for paying a glass Customer Incident Charge (CIC), in line with your contract agreement where it is necessary to replace the glass. No charge applies where the glass can be repaired.
What do I do if my vehicle’s body glass is damaged?
You must report the damage to Arval, so we can organise repair. Simply call 0370 419 7000 (Mon-Fri, 9am-5.15pm). If glass needs to be replaced you will need to pay a Customer Incident Charge (CIC), in line with your contract agreement (see above).
Am I entitled to a replacement vehicle when mine is off the road, following an accident?

You’re entitled to a courtesy car for the duration of the vehicle repair, subject to the repairer’s conditions and availability. Please note this will not be a like-for-like replacement of your existing lease vehicle.

If you’re involved in an incident where the third party has been identified and proved at fault, you may be provided with a vehicle similar to your current lease through our non-fault hire provider, Auxillis, subject to acceptance.

If your vehicle is stolen and not recovered, you will not be provided with a replacement vehicle.
Am I entitled to a replacement vehicle if mine is off the road because of a mechanical failure or maintenance work?
If the repairer has a courtesy vehicle available while your vehicle is being repaired, then you can use it subject to their conditions. You will need to cover the Insurance cover costs and/or any administration fee, which must be paid directly to the repairer. If you have broken down and the vehicle is not repairable at the roadside, the recovery agent can provide a rental vehicle for 48 hours as part of your breakdown cover.
What happens if my vehicle is deemed a total loss following an incident?
The lease will be terminated when our assessors confirm the vehicle is not economical to repair. If you are considered to be at fault, we’ll then send you an invoice for the Customer Incident Charge (CIC), and your liability for the monthly vehicle rental will cease. If a third party is at fault, Arval will seek to recover the costs from their insurer. If the losses are not recoverable because of any act or omission by you or your driver, Arval reserves the right to invoice losses to you.
What happens if my vehicle is stolen?

Notify the police and then contact our Arval Contact Centre by calling 0370 600 4499. If the vehicle is recovered, please let us know immediately and we’ll arrange for any repairs to be made if needed. If the vehicle hasn’t been recovered after 21 days, then we will terminate your lease in line with our total loss process and your monthly rental liability will cease. At this point, we will invoice the relevant CIC to you.

If you or the driver are found to be negligent or to have carried out any act or omission, which has contributed to, or resulted in, the theft of the vehicle (e.g. if the keys are left in the car), then the termination costs will be borne by you. If the vehicle is recovered and sold and any monies are received later on, these will be credited back to you up to the value of the charge you received.
If the vehicle is stolen and not recovered, or is a total loss, what other liabilities do I have other than the monthly rental?
You may be liable for any outstanding charges in relation to fines/intended prosecutions. There may also be excess mileage and maintenance reconciliation costs, in line with your contract agreement.
Early termination
We understand that things change and you may need to return your vehicle early so you can do this, but you will need to pay an “early termination” charge. You can request an early termination quote online here.
What is included in maintenance cover?
Arval covers the cost of all routine work due during the contract term (based on manufacturer guidelines). This includes servicing, maintenance, repairs, premium tyres, batteries, breakdown cover, exhaust and any worn items. We operate a Fair Play Policy, which means we’ll replace naturally worn car or van tyres, or accidentally damaged car tyres, free of charge under the maintenance agreement. Replacements on commercial vehicles, or in the event of abuse, theft or vandalism are chargeable, at a percentage based on the tread remaining. Arval ’s maintenance scheme does not cover driver abuse, damage or replacement as a result of neglect. Charges for these will be billed via a vehicle services invoice. You can book servicing, maintenance or MOTs online here, and new tyres here.
Can I take the vehicle overseas?

Yes, but you need to contact us at least 14 days before travel. You will need to purchase a Vehicle on Hire certificate (VE103) from us, which costs £15 + VAT (this is a legal requirement). You can request a VE103 online here.

We’ll also provide an insurance certificate confirming that the vehicle is insured abroad. If you already have a valid VE103 from a previous trip, you’ll still need to contact us for a new insurance certificate.

If you have been unreasonably delayed in your return and your insurance certificate is due to expire, you will need to contact Arval for permission to extend the cover and we’ll issue a new insurance certificate. It is your responsibility to print this document and keep it in the vehicle.
What if I change my address?
You must advise us by contacting your Account Management Team to ensure the correct details are held against the vehicle contract.
Will you provide me with a ‘no claims’ letter at the end of my contract?
At the end of your contract, Arval will provide a driver history letter to confirm the number of contracted years the driver has driven claim free. We cannot guarantee all insurance companies will accept the documentation we provide.
Do I need a copy of the insurance certificate?
No, your vehicle is delivered with cover provided under our own insurance policy through the Arval Total Care product and is automatically registered on the Motor Insurance Database (MID). If you need a certificate, please get in touch with your Account Management Team and we can arrange this as an exception.
Where can I find my policy conditions for Arval Total Care?
These will be detailed in your Contract Hire terms and conditions agreement.

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