What happens after you call

You’ve called us and given us the details. Here is what happens next, and what we need from you.

We find a supplier

Our operator offers the job to a suitable service provider near you: a mechanic, tyre service, auto electrician or tow operator, depending on what the vehicle needs. If the first one cannot come, we go to the next one straight away. This usually happens while you wait in a safe place.

You hear who is coming

Once a supplier accepts, we know who is coming and when they expect to arrive. Depending on how your company has set up its account, you may get a text message about it, or your depot or fleet manager is told and passes it on. If you don’t hear anything and you are worried, call us back on the same number: any operator can see your job.

Keep your phone on

• The supplier or our team may call you to confirm exactly where you are or to ask about the fault.
• If you have to move the vehicle, or the problem changes, call us so we can tell the supplier.
• If the vehicle starts running again and you no longer need help, call us as soon as you can so we can stop the supplier. A call-out fee may apply once a supplier is already on the way.

When the supplier arrives

• The supplier reports their arrival to us, so our team can see the job is in hand.
• If the repair will cost more than your company has authorised, the work may wait until your company approves the quote. The supplier will tell you if they are waiting for the go-ahead.

When you are back on the road

The supplier records what was done and that the vehicle is back on the road. They may ask you to sign on their phone as proof the work was completed. Your company is told the vehicle is moving again, and the paperwork comes to them, not to you.