HSBC Breakdown Assistance Explained

For many drivers, the thought of a breakdown can be a source of significant stress. Fortunately, various providers offer breakdown assistance to help get you back on the road. If you're an HSBC customer, you might be wondering if your bank offers this essential service. This article delves into HSBC's breakdown assistance offerings, outlining who provides the service, what's typically covered, and important details you need to know.

Does HSBC Offer Breakdown Assistance?

Yes, HSBC does offer breakdown assistance to its eligible customers. The specific provider and the extent of the cover can vary, but generally, HSBC partners with reputable breakdown service providers to offer this benefit to its account holders. It's important to understand that this is usually an ancillary service linked to specific HSBC accounts or insurance products.

Who Provides HSBC Breakdown Cover?

HSBC partners with the RAC Motoring Services to provide motor breakdown assistance to its customers. The RAC is a well-established and trusted name in the breakdown recovery industry, known for its extensive network and comprehensive service. For HSBC business customers, The AA may also be involved in providing preferential rates.

HSBC Business Breakdown Cover with The AA

For eligible HSBC business customers, The AA offers preferential rates on car and van breakdown cover. This specifically applies to:

• Cars
• Non-delivery vans
• Trucks under 3.5 tonnes (excluding couriers)

What's Included in Entry-Level Business Cover?

The entry-level cover from The AA for HSBC business customers typically includes:

Roadside Assistance

If you break down more than a quarter of a mile from your vehicle's registered address, help is available 24/7. This is a fundamental aspect of breakdown cover, aiming to get your vehicle running at the roadside.

At Home (Home Start)

This valuable addition means you'll receive Roadside Assistance even if you break down at your home address or within a quarter of a mile of it. Many breakdowns occur close to home, making this a crucial benefit.

Additional Breakdown Services

HSBC business customers can also access preferential rates on a range of additional breakdown services from The AA, which may include:

• National Recovery (Relay): If your vehicle cannot be repaired at the roadside, this service can arrange for it to be recovered to a specified destination.
• Onward Travel (Relay Plus): This can help cover the cost of alternative transport for you and your passengers if your vehicle is recovered.
• Accident Management: Assistance with managing your vehicle after an accident.
• European Cover (Fleet Europe): If you travel abroad with your business vehicle, this can provide breakdown assistance in European countries.

Parts & Garage Cover (Breakdown Repair Cover) is also available, though typically at standard rates, meaning it might incur additional costs for parts and labour beyond the initial call-out.

HSBC Insurance Aspects: Motor Breakdown Assistance (RAC)

For personal HSBC customers, the breakdown assistance is often provided through HSBC Insurance Aspects, administered by Aviva Insurance Limited and with cover provided by the RAC.

Policy Details and Effective Dates

The terms and conditions for HSBC Insurance Aspects Motor Breakdown Assistance policies have been effective from specific dates, such as 1 November 2018. It's crucial to refer to your specific policy document for the most accurate and up-to-date information.

Contacting for Assistance

In the event of a motor breakdown, you should contact the RAC directly. The provided numbers are typically:

• 08000 014 279
• 01603 606377

HSBC's general customer service number for administration queries is 03457 404 404.

What is Covered?

The HSBC Insurance Aspects Motor Breakdown Assistance policy, provided by the RAC, aims to cover you as a driver or passenger in an eligible vehicle within the UK. The cover is personal to you, meaning you are covered when travelling in any eligible vehicle.

Key Coverage Aspects:

• Roadside Assistance: If your vehicle breaks down more than a quarter of a mile from your home, the RAC will attend to repair the vehicle at the roadside or recover it, you, and up to seven passengers to a single destination within the UK.
• At Home (Home Start): Similar to the business cover, this includes breakdowns at your home address or within a quarter of a mile of it.
• Caravans and Trailers: While a breakdown of an attached caravan or trailer itself isn't covered, the RAC will recover it if the towing vehicle breaks down.

What is NOT Covered?

It's essential to be aware of what is excluded from the cover:

• The cost of replacement parts.
• Fitting of parts by anyone other than the RAC.
• Breakdowns resulting from a fault previously attended by the RAC where the repair was not proper or advice was not followed.
• Tyre faults if a serviceable spare tyre or repair equipment isn't carried.
• Second recovery due to the original destination being closed or inaccessible.
• Breakdowns of caravans or trailers themselves.
• Misfuelling (though recovery to a local garage is provided, with taxi costs for passengers covered up to 20 miles).

Important Policy Conditions and Exclusions

Several conditions and exclusions apply to the entire policy, and failure to comply may result in the RAC refusing cover:

• Direct Contact with RAC: All service requests must be made directly to the RAC.
• Definition of Breakdown: A breakdown must be due to mechanical or electrical failure, including battery failure or running out of fuel. It generally excludes misfuelling, collisions, fire, flood, theft, vandalism, driver actions (except running out of fuel or battery failure), or key-related issues (unless keys are locked in the vehicle).
• Vehicle at Garage: No cover if the vehicle is already at a garage or place of repair.
• Avoiding Repair Costs: No cover if the RAC deems service was requested to avoid repair costs or correct a previous attempted repair.
• Presence with Vehicle: You must be with the vehicle when the RAC attends.
• Personal Belongings: You are responsible for your belongings; the RAC is not liable for loss or damage.
• Accompanying Children: Passengers under 16 must be accompanied by an adult.
• Animals: The RAC does not transport animals, except guide dogs. Animals remain at your own risk.
• Passenger Limits: The vehicle must not exceed its stated passenger capacity, with appropriate seating and child seats.
• Roadworthiness: The RAC reserves the right to refuse service if the vehicle is not deemed legally or roadworthy.
• Excluded Losses: No cover for losses not expressly covered, such as loss of earnings or missed appointments.
• Garage Hours/Repairs: The RAC does not guarantee immediate repairs or that garages will be open. The contract for repairs is between you and the garage.
• Extreme Weather: Services may be interrupted during extreme weather or civil unrest.
• Additional Costs: Not covered are specialist equipment (e.g., winching), tolls, ferries, congestion charges, glass damage (though transport to a garage is arranged), spare tyres, or recovery by non-RAC personnel.
• Vehicle Type: The policy typically covers cars, light vans, and motorhomes within specific size and weight limits. It excludes motorcycles, vehicles used for business or hire, competition vehicles, breakdowns off-road, un-taxed/un-MOTed vehicles, or vehicles not in a roadworthy condition.
• Alcohol/Drugs: No cover if under the influence of alcohol or drugs.
• Theft/Fire: No cover for breakdowns resulting from theft or fire.
• Claim Limit: A maximum of five claims per year, per account holder.

What to Do in the Event of a Breakdown

When you call the RAC, be prepared to provide:

• Your name
• Vehicle make, model, and registration number
• Exact location of the vehicle
• Your contact phone number
• The cause of the breakdown (if known)

You may be asked for identification. Failure to contact the RAC within 24 hours of becoming aware of the breakdown could lead to cover refusal. If you manage to resolve the issue before the RAC arrives, please inform them.

Reimbursement

In some cases, you might need to pay for services upfront and claim reimbursement. Claim forms can usually be downloaded from the HSBC website (e.g., www.hsbc.co.uk/insurance/aspects), and completed forms with proof of payment should be sent to the address provided or emailed to [email protected].

Misuse of the Policy

The RAC may refuse cover or HSBC may cancel your account if you:

• Behave inappropriately towards RAC staff.
• Attempt dishonest or illegal acts.
• Omit or provide false information.
• Allow un-covered individuals to claim.
• Fail to provide alternative payment for services.

Complaints Procedure

If you are dissatisfied with the service provided by the RAC, you can contact their customer care on 0330 159 0337 or write to HSBC Assistance c/o RAC Motoring Services. If you remain unsatisfied, you can escalate the complaint to the Financial Ombudsman Service.

Data Protection

Your personal data is handled by HSBC, Aviva, and the RAC according to data protection laws. The RAC acts as a data controller, processing your information to provide and administer the breakdown assistance. You have rights regarding your data, including access, rectification, and erasure. For more details, refer to the privacy notices of HSBC and the RAC.

Frequently Asked Questions

Q1: Does my HSBC account automatically include breakdown cover?

Breakdown cover is typically offered as a benefit linked to specific HSBC accounts or insurance products. You should check your account details or policy documents to confirm if you have this cover.

Q2: Can I use my HSBC breakdown cover for any vehicle?

The cover is usually for eligible vehicles registered in the UK, typically cars, light vans, and motorhomes within specified limits. Motorcycles and vehicles used for business purposes are generally excluded.

Q3: What happens if my car breaks down abroad?

The standard HSBC Insurance Aspects Motor Breakdown Assistance policy is for breakdowns within the UK. For European cover, you would typically need to arrange a separate European breakdown policy, which may be available at preferential rates for HSBC business customers.

Q4: Is there a limit on the number of breakdowns I can claim for?

Yes, the policy typically limits claims to a maximum of five per year, per account holder.

Q5: What if the RAC can't fix my car at the roadside?

If the RAC cannot repair your vehicle at the roadside, they will arrange for recovery, along with you and your passengers, to a single destination of your choice within the UK.

In summary, HSBC provides breakdown assistance through partnerships, primarily with the RAC for personal customers and potentially The AA for business clients. Understanding the specifics of your policy, including what is covered and what is not, is vital to ensure you have the right protection when you need it most.