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.

1. Contract Hire
2. Insured leased vehicle
3. Glass damage protection
4. Guaranteed maintenance
5. Breakdown cover
6. Accident management in the event of a claim
7. Financial shortfall protection in the event of a write-off

We don’t provide personal injury cover for the driver. In the event of a non-fault incident, you will be able to make a claim through the Official Injury Claim Portal at www.officialinjuryclaim.org.uk. Alternatively, our accident management service may be able to offer an alternative solution, subject to acceptance conditions.

Personal belongings aren’t included with Arval Total Care.

Any costs incurred as a result of misfuelling, including AdBlue, are not covered by Arval Total Care and will be recharged to you.

AIG insure the vehicle for third-party liability cover. The insurance policy is in the name of Arval UK Ltd who hold this policy on your behalf. We provide cover for your own damage protection.

We are also responsible for repairing any damage to your vehicle as a result of an incident. You won’t be responsible for the costs, but you will need to pay the Customer Incident Charge (CIC). Please do keep in mind that own damage protection won’t protect you against damage caused or resulting from driver abuse or neglect. If any damage is caused by the fault of an identifiable third-party, we will attempt to recover the costs directly from them.

Please call our designated helpline on 0370 600 4499 where our team will assist you with your vehicle and send a recovery van where necessary.

Arval Total Care does not cover any damage caused as a result of driving through standing flood water. Any associated costs will be recharged to you.

In the event of an incident where it is considered that you are at fault, or we are unable to recover costs from the responsible party. This includes for example theft/attempted theft, fire, weather events and damage found caused by an unidentifiable third party, you’ll need to pay the CIC. The CIC varies depending on the number of ‘at fault’ incidents for the vehicle.

We have an escalating CIC dependent on the number of incidents incurred during the contract term. This is designed to prevent price increases and maintain a fixed monthly rental for the duration of your contract. The CIC is a contribution to the losses incurred by us as a result of the incident. Some high value electric vehicles incur an increased CIC due to the cost of repairs. A full list of these is included in the ATC Acceptance Criteria document.

The CIC will not apply where we are able to recover 100% of the costs from the responsible party.

Where we’re unable to recover costs from a responsible third party, a CIC will be charged as shown in the table below. Please note that where the repair costs are less than the CIC, then we’ll only charge you the actual cost of the repair.

Example of incident costs

1st at fault incident: £250 CIC

2nd at fault incident: £350 CIC

3rd at fault incident: £750 CIC

An incident means an event or accident including fire, theft, glass and weather events that result in damage to the Arval Total Care vehicle, damage to third-party property, personal injury or death of a third party.

An incident will be considered at fault if we are unable to recover the costs from the responsible third party. This includes theft, fire, vandalism and weather events.

Where it’s been established that you aren’t at fault, we’ll attempt to recover costs from the responsible party. This could involve legal proceedings, where you may need to give evidence to support the claim in court.

If the losses aren’t recoverable due to any act or omission by you or your driver, then we reserve the right to invoice any losses to you.

You’ll need to contact us at the earliest opportunity, ideally within 24 hours of the incident taking place, making sure that it is safe and legal to do so.

Please call our Driver Support Contact Centre on 0370 600 4499 (24/7 365 days a year) and select ‘report an accident’. Our Accident Management partner will then record the relevant details and either get your vehicle recovered if it’s immobile or allocate a repairer. 

Business users:

For Contract Hire – any company employee, their spouse, partner or immediate family (i.e., parents, siblings or children), providing they meet the remaining criteria.

Personal users:

For Personal Contract Hire – the driver, their spouse, partner or immediate family (i.e., parents, siblings or children), providing they meet the remaining criteria.

Yes, the Arval Total Care package covers both business and personal use of your leased vehicle. You aren’t restricted to the types of journey you make, subject to the trade usage criteria detailed in your contract.

Please note that if you make a misrepresentation of your eligibility, then cover can be withdrawn and no claim will be paid out.

Yes, your monthly rental will only change if there is a change in your personal circumstances such as a change in overnight postcode, an increase in your contracted mileage, or the vehicle is involved in two or more at fault incidents in a 12-month period. In this case, we’ll discuss your options with you, which includes the option to remove the Arval Total Care service.

We’re responsible for repairing and replacing body glass to your vehicle. 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 CIC fixed at £100 where it is necessary to replace the glass. No charge applies where the glass can be repaired. There is an increased glass CIC for the high value electric vehicles highlighted on the ATC Driver Acceptance Criteria document.

Yes, providing you meet the acceptance criteria, already have our guaranteed maintenance service and your existing lease has a minimum of 12 months left. Please get in touch with your Account Management team, who will be happy to talk to you about this in more detail.

If the repairer has a courtesy car available, then you can utilise this whilst your vehicle is being repaired, subject to their conditions.

Please note that you will need to arrange insurance cover through the repairer.

You’re entitled to a courtesy car for the duration of the vehicle repair subject to availability and the repairer’s conditions. You’ll also need to make sure that the courtesy car is insured by the repairer. Please note that 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.

The lease will be terminated within 48 hours of our assessors confirming that the vehicle isn’t economical to repair. At this point, if you’re considered to be ‘at fault’, we’ll invoice the CIC directly to you. You will be responsible for the whole month’s rental at the point of
termination.

Notify the police and then contact the 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. You will need to provide any updates received from the police and if the vehicle hasn’t been recovered after 14 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. For advice on how to reduce the risk of theft, click here.

The driver will need to ensure they comply with the legal requirement around the weight they will be towing. Any damage to a trailer or caravan is not covered under Arval Total Care. However, you will be covered for any damage caused to a third party in accordance with UK legislation.

Should you wish to return the Contract Hire vehicle before the end of the contract, please get in touch with your Account Manager who will be happy to discuss the process and any financial implications with you. Please note that you’ll be liable to make a payment in accordance with your agreement.

We cover the costs of all routine work that will occur during the contract term based on manufacturer guidelines. This includes servicing, maintenance, repairs, premium tyres*, batteries, breakdown cover, exhaust and any worn items.

*We have a Fair Play policy on tyres. This means that damaged tyres will be replaced inside the maintenance budget. Replacements in the event of abuse, neglect, theft or vandalism will be recharged.

Our maintenance scheme does not cover driver abuse, damage or replacement as a result of neglect. These charges will be billed via a vehicle services invoice.

If you need any servicing work or tyres, please contact our Arval Contact Centre on 0370 600 4499 (Mon-Fri 9am-5:15pm) and we’ll be able to put you in touch with a local supplier.

Please get in touch with us on 0370 600 4499 (Mon-Fri 9am-5.15pm) at least 14 days in advance of travel and provide details of your travel destination and dates as well as details of drivers and any additional drivers.

We will provide you with a Vehicle on Hire certificate (VE103) to replace the registration document. This is a legal requirement. A standard fee of £15 plus VAT applies for this document. An insurance certificate confirming that the vehicle is insured to be taken out of the country for the period of travel will be provided to you.

If you already have a valid VE103 from a previous trip, you’ll still need to contact us to get a new insurance certificate.

If your return has been delayed and your insurance certificate is due to expire, you’ll need to contact us for permission to extend the cover and we’ll issue you with a new insurance certificate. It will be your responsibility to print this document and keep it in the vehicle.

You are advised to ensure you have suitable travel insurance in place for the duration of your trip which should include cover to enable you to return to the UK in the event that your vehicle is undriveable.

You’ll need to call us to declare a change of overnight postcode. Please contact our Account Management team to discuss this in more detail.

We can provide a driver history letter which will detail the number of years ‘claim free’ for the lessee for the duration of the lease. This will be available upon request. Please note that we cannot guarantee all
insurance companies will accept the documentation we provide.

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 us as we can arrange this as an exception.

These will be detailed within your Contract Hire agreement.