Total Van Assist FAQ

Can't find what you want below? Please contact us

I'm going to join Assist Protect

» How can you offer the service for free? How do you make money? ▾

» What's the actual likelihood of me having an accident? ▾

» I am a young driver and my insurance excess is set to the maximum - how can you help? ▾

» After the free membership expires, what happens then? ▾

I am already a member of Total Van Assist

» How do I order a new glove box document(s)? ▾

» I recently bought some Glovebox Booklets, when will they arrive? ▾

» My TVA membership is about to expire. How do I renew my membership? ▾

» I've paid, but I keep getting renewal emails ▾

» I want to cancel. What do I do? ▾

» My personal details have changed like moving house or changed my email address. What do I do? ▾

» I've changed my vehicle or I want to add an extra vehicle(s), how can I update this? ▾

Renewing my Membership

» After the free membership expires, what happens then? ▾

» My TVA membership is about to expire. How do I renew my membership? ▾

» I'm not a member of the employee benefits provider any more. Can I still keep TVA? ▾

At the Accident Scene

» If I am involved in an accident with another vehicle on the road, what should I do?

» Following an accident. What information should I provide to the other driver, who would ask for my insurance details? ▾

» When you recover my vehicle, where do you take it? ▾

» What happens if the other driver failed to stop, or was uninsured? ▾

» I have fully comprehensive insurance, why should I ring the TVA Helpline? ▾

» When I ring the TVA helpline following an accident, is my call answered in a call centre? ▾

Managing my claim

» How will I prove the accident wasn't my fault? ▾

» Who pays for the services we provide? ▾

» How do you manage my claim? ▾

» What happens if my vehicle is assessed as a write off? ▾

» If you manage my claim, what excess do I pay? ▾

» Do I have to use your repairing garage to carry out the repairs or can I use another garage? ▾

» Do I have to pay legal fees? ▾

» If I have passengers in my vehicle, can they claim compensation if the road accident was not my fault? ▾

» What happens if I am injured in the accident? ▾

» How do I know if I am entitled to make a compensation claim? ▾

I've had an Accident that is NOT my fault - how can you help?

» I have reported a claim - what happens next ▾

» I want to report an accident, what do I do? ▾

» I've had an accident and want to claim for personal injury. What do I do? ▾

» Can you tell me what a non-fault accident is? ▾

» I have to tell my insurance company when I have an accident. When do I do this if I call you for help? ▾

» If I am involved in an accident with another vehicle on the road, what should I do? ▾

» Following an accident. What information do you provide to the other driver, who would ask for my insurance details? ▾

» If the accident isn t may fault will I need to claim on my insurance? ▾

» Can you arrange for the repairs to be carried out to my vehicle? ▾

» What will happen if my vehicle is a write off? ▾

» If the accident was not my fault and I claim through TVA, what can I expect? ▾

» If the accident was not my fault and I claim through my insurer rather than TVA, what can I expect? ▾

I've had an accident that is my fault - how can you help?

» What happens if the accident is my fault? ▾

» I have just had an accident and I think it's my fault. What should I do? ▾

» I have to tell my insurance company when I have an accident. When do I do this if I call you for help? ▾

» If the accident was my fault, can you help me? ▾

» Can you arrange for the repairs to be carried out to my vehicle? ▾

» What will happen if my vehicle is a write off? ▾

» I've had an accident and want to claim for personal injury. What do I do? ▾

Someone calling you saying they're from Total Van Assist

» I've had a call from Total Van Assist asking me about an accident some months ago. Is this genuine? ▾

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We have 67,326 members and their families, driving 88,646 vehicles and riding 56,105 cycles

In 2024 we saved our members £467,680 in recovery fees, storage charges, and insurance excess

In 2024 we successfully helped 5,372 members with their motoring and cycling claims

Total Van Assist FAQ

Can't find what you want below? Please contact us

I'm going to join Assist Protect

» How can you offer the service for free? How do you make money? ▾

Find out more about how we make our money »

» What's the actual likelihood of me having an accident? ▾

» I am a young driver and my insurance excess is set to the maximum - how can you help? ▾

You won t need to claim on your own insurance policy as we will claim directly off the third party's insurers, so you will not pay any excess.

» After the free membership expires, what happens then? ▾

I am already a member of Total Van Assist

» How do I order a new glove box document(s)? ▾

» I recently bought some Glovebox Booklets, when will they arrive? ▾

We normally post them the same week they have been purchased. Booklets normally arrive within a week of ordering by royal mail post. Its essential that your address details are correct on your account. Please check they are correct before ordering.

» My TVA membership is about to expire. How do I renew my membership? ▾

We will contact you in advance of your membership expiring to enable you to maintain your cover.

» I've paid, but I keep getting renewal emails ▾

This sometimes happens when a member clicks away from the renewal page before the payment is completed. This only seems to happen when people use paypal as there process is sometimes delayed by poor internet connections

» I want to cancel. What do I do? ▾

We are sorry to lose members due to cancellation or non-renewal. Renewal emails have acancellation link on them. If a member needs to cancel prior to renewal, they need to email us at info@assistprotect.co.uk

» My personal details have changed like moving house or changed my email address. What do I do? ▾

If you have moved house or changed email address, visit the Member zone at the TVA website or contact us

» I've changed my vehicle or I want to add an extra vehicle(s), how can I update this? ▾

Renewing my Membership

» After the free membership expires, what happens then? ▾

» My TVA membership is about to expire. How do I renew my membership? ▾

We will contact you in advance of your membership expiring to enable you to maintain your cover.

» I'm not a member of the employee benefits provider any more. Can I still keep TVA? ▾

At the Accident Scene

» If I am involved in an accident with another vehicle on the road, what should I do?

Report an accident and get help now »

» Following an accident. What information should I provide to the other driver, who would ask for my insurance details? ▾

» When you recover my vehicle, where do you take it? ▾

If your vehicle is recovered from the accident scheme due to it being unsafe to drive or unroadworthy, it will be taken to a local recovery agents secure compound, for safe keeping.

» What happens if the other driver failed to stop, or was uninsured? ▾

Total Van Assist can help here too. We can handle your claim through the Van Insurance Bureau (MIB) which handles untraceable and uninsured claims.

» I have fully comprehensive insurance, why should I ring the TVA Helpline? ▾

» When I ring the TVA helpline following an accident, is my call answered in a call centre? ▾

No. All TVA helpline calls are answered by highly qualified professionals at our Cheshire-based facility who can help and assist you straight away.

Managing my claim

» How will I prove the accident wasn't my fault? ▾

» Who pays for the services we provide? ▾

» How do you manage my claim? ▾

» What happens if my vehicle is assessed as a write off? ▾

This is a real possibility if your vehicle has been badly damaged and/or is not particularly new. As vehicles get older they lose value and insurers base their right off value on the "approx. 70% of the bottom book value"

» If you manage my claim, what excess do I pay? ▾

If you don t make a claim on your own motor insurance policy, there is no excess to pay if we manage your claim for you against the third party.

» Do I have to use your repairing garage to carry out the repairs or can I use another garage? ▾

No you don t have to use a garage recommended by our helpline , but we would recommend it, as the garages we use are verified and will maintain your manufacturers warranty.

» Do I have to pay legal fees? ▾

» If I have passengers in my vehicle, can they claim compensation if the road accident was not my fault? ▾

Yes, as a member, all of your passengers are covered too and will receive the same benefits as you. In fact, even if you are at fault, they still have the right to claim!

» What happens if I am injured in the accident? ▾

Total Van Assist works with a number of specialist motor accident lawyers who can pursue a claim on your behalf to establish if you are entitled to compensation for your injuries.

» How do I know if I am entitled to make a compensation claim? ▾

If you have suffered either physical or psychological injury (i.e. stress, depression etc) as a result of the other driver's carelessness, you are fully entitled to be compensated.

I've had an Accident that is NOT my fault - how can you help?

» I have reported a claim - what happens next ▾

You can either call the helpline which is on your paperwork or on the text message we sent you when you joined or you can log into your account and report the claim online. Someone will call you during the next working day if you report it online.

» I want to report an accident, what do I do? ▾

» I've had an accident and want to claim for personal injury. What do I do? ▾

Either call the accident helpline and report this to them, or complete a claim on the online reporting form. Link to form

» Can you tell me what a non-fault accident is? ▾

A non-fault Accident' means a road accident that occurs anywhere within the UK that is not the fault of the member, but is the fault of an identifiable and insured third party.

» I have to tell my insurance company when I have an accident. When do I do this if I call you for help? ▾

You are indeed correct . All insurance policies stipulate that you must inform them within a reasonable time after the incident. This is why we say to call us first, so we can independently assess your claim and give you the best advice before we advise you to then call you insurers.

» If I am involved in an accident with another vehicle on the road, what should I do? ▾

» Following an accident. What information do you provide to the other driver, who would ask for my insurance details? ▾

» If the accident isn t may fault will I need to claim on my insurance? ▾

» Can you arrange for the repairs to be carried out to my vehicle? ▾

If your vehicle can be repaired then we will arrange for this to be carried out by one of our approved repairers at a garage close to you. The cost of the repairs and the inspection of your vehicle prior to repair will be recovered from the insurer of the fault driver.

» What will happen if my vehicle is a write off? ▾