Historic policies

How to complain about policies sold prior to 1 October 2018

All regulated policies sold prior to 1 October 2019 were insured by UK General Insurance Limited. If you wish to make a complaint about policies sold before this date then please follow the procedure outlined below. 

Step 1

You should in the first instance contact the Chief Executive Officer of the administrators. The contact details are: CEO, Autoguard Warranties Ltd, Building 2, Archipelago Office Park, Lyon Way, Camberley, Surrey GU16 7ER

Tel: 03432 271 499 Fax: 01276 672015

Email: complaints@autoguardwarranties.com

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. If your complaint cannot be resolved by the end of the third working day, Autoguard Warranties Ltd will pass it to:

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ.

Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

Step 2

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the

Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Products

Here at Autoguard Warranties our goal is to ensure you make the most of your products and have peace of mind. So, whether you're a novice or an expert in motoring, we've put together all the information about our products in one place, making it easier and so you always know what to expect.

Finance

When purchasing an Autoguard Warranties maintenance contract or policy, you have the option to use our partner Bumper to pay via monthly instalments. Spread your costs interest free for an affordable 4, 6, or 10 monthly payments.

Jargon Buster

Not quite sure what we mean?

We understand that not everyone who owns a vehicle is not a fully trained mechanic. In order to make things a little clearer we have made a jargon buster just for you!

Make a Claim

In the unfortunate case of you needing to make a claim, then please contact our claims department on the number below prior to any work going ahead in order for you to obtain an authority number. In the event that a problem occurs over a weekend or a bank holiday please fill out a claim form. Alternatively you can log the details of the claim on our out of hours messaging service.

Get a new quote

If your cover is scheduled to end in less than 30 days from today and you want to get a new warranty or GAP insurance quote from us then please select the link below.

Do you have a question?

We have compiled some of the most frequently asked questions we receive, or that we are asked when we are out and about in our FAQs section. If you have a specific query please do not hesitate to give us a call or send us an email.

How do I keep my contract valid?

Here at Autoguard Warranties our goal is to ensure you make the most of your products and have peace of mind. So, whether you're a novice or an expert in motoring, we've put together the following key points so you always know what to expect.

The vehicle must have a valid MOT, tax and insurance at all times for the duration of the contract, failure to do so may lead to an unsuccessful repair request

SERVICE HISTORY

One of the main reasons for a rejected repair request is lack of or gaps in service history. We cannot stress enough the importance of following the service requirements of your vehicle. All servicing must be carried out at a VAT registered garage.

WEAR & TEAR

Vehicle wear and tear is something that is simply unavoidable. Many moving parts and factors such as age and mileage mean naturally things start to degrade over ti me. However, we cannot and do not cover it all.

COSTS

It is a requirement of the to get authorisation from us first before getting the vehicle repaired. Ensure you also check your agreed labour rate as going above this means you will foot the bill for the difference!

VAT REGISTERED REPAIRERS

It is required that you always use a VAT registered garage or repairer so that there is clear audit trail. This not only safeguards you as our valued customer, but us too as a business that prides itself on integrity and transparancy. Not using a VAT registered garage or repairer makes it much harder for us to establish that the correct work has been done to your vehicle, with the correct parts and genuine hours of labour.



Please take time to read through your documents in full. You shall need to contact us straight away if any of your personal details are incorrect.



What's covered?

Click to expand policy comparison tables.

Items

Platinum

Premium with Roadside Assistance

Premium

Select

European recovery (Including Homestart)
N/A N/A N/A
UK Recovery (Including Homestart)
N/A N/A
Replacement vehicle hire
Lost keys only N/A N/A
Battery
N/A N/A N/A
EGR Valves
N/A N/A
DPF
N/A N/A
Catalytic converter
N/A N/A
Key cover
N/A N/A
Misfuelling
N/A N/A
All Mechanical & Electrical Component breakdown
Air conditioning, climate control and driver interface systems
50%
50%
N/A
Satellite Navigation Systems
50%
50%
N/A
In car entertainment
50%
50%
N/A
Listed component cover N/A N/A N/A
Claim/Repair payments by BACS
Diagnostics

Up to £150

Up to £100

Up to £65

Transferable to new private vehicle owner
Continental Use

Items

Motorcycle Premium With Roadside Assistance

Motorcycle Select With Roadside Assistance

UK Recovery (Including Homestart)
Replacement vehicle hire
All Mechanical & Electrical Component breakdown
N/A
Listed component cover N/A
Claim/Repair payments by BACS
Diagnostics
Transferable to new private vehicle owner
Continental Use
Suspension
N/A
Engine
Gearbox

 

Items

Motorhome with Roadside Recovery

Motorhome

European recovery
N/A
UK Recovery (Including Homestart)
N/A
Replacement vehicle hire
N/A
Key cover
N/A
Misfuelling
N/A
All Mechanical & Electrical Component breakdown
Cassette toilet
Cooker, fridge & heating system
Habitation
Towing mechanism
Body leaks
Air conditioning, climate control and driver interface systems
Satellite Navigation Systems
In car entertainment
Claim/Repair payments by BACS
Diagnostics
Transferable to new private vehicle owner
Continental Use
Items Caravan with Recovery Caravan
European recovery
N/A
UK Recovery
N/A
Replacement vehicle hire
N/A
Habitation
Towing mechanism
Cassette toilet
Cooker, fridge & heating system
Body leaks
Repair Request Payment by BACS
Diagnostics
Transferable to new private vehicle owner
Continental Use

Items

Premier

Supreme

Driveline

Replacement vehicle hire
Claim/Repair payments by BACS
Diagnostics
All Mechanical & Electrical Component breakdown
N/A N/A
Listed component cover N/A
Continental Use
Manual or Automatic gearbox
Differential and driveline
Cooling System
Fuel System
N/A
Braking System
N/A
Propshafts
N/A
Electrics
N/A
Steering
N/A