Issue with your vehicle?
Had an accident or a vehicle theft? If you don’t have Accident Management or Arval Total Care cover, here’s what you need to do.
Accidents
Your insurer will need to calculate whether or not it’s cost-effective to repair the vehicle, or whether it will be deemed a total loss.
To do this, your insurer may request a written-down value (WDV) for the vehicle. The WDV is the amount required to clear outstanding finance against the vehicle.
You can request a WDV by emailing our Total Loss team axmtotalloss@arval.co.uk who will issue this to you and your insurer, and confirm how to settle your Arval account.
For more information about what happens if your vehicle is deemed a Total Loss, see – “What happens if the vehicle is written off or deemed a Total Loss?”.
Vehicle theft
If the vehicle has been stolen, as well as providing your insurance company and Arval with details of the incident, you’ll also need to provide the Crime Reference number.
Important: In line with your hire agreement and our Data Protection Notice (DPN), we can liaise directly with your insurer. This includes sharing personal data for carrying out contractual transactions. For more information, please see our Data Protection Notice.
Frequently asked questions
We will mainly contact you by email unless you tell us otherwise, but it’s important to ensure all your details are up to date. We’ll need to communicate with you throughout the settlement process, so if your details have changed, or you’re not receiving emails from us, please let us know by emailing customerservices@arval.co.uk.
If your insurer decides to repair the vehicle, please let our Total Loss team know as soon as possible, by emailing axmtotalloss@arval.co.uk.
It’s important that all repairs are completed to a professional standard to avoid charges when you return your vehicle at the end of the contract. Full details of exactly what is and what is not acceptable can be found online here.
If your vehicle is written off or declared a Total Loss, you will need to notify our Total Loss team, by emailing axmtotalloss@arval.co.uk.
Your monthly payments will continue until the lease is terminated (i.e. when Arval receives the settlement funds). So ask your insurer to issue the funds to Arval as soon as possible.
At termination, we’ll check your account for any outstanding debits and credits, and these will be processed within 30 days of the termination date.
Sometimes there is a shortfall (for example, if the insurer has deducted the excess amount from the total). It’s important to be aware that if we receive less than the written-down value, we will bill you for the outstanding amount.
As detailed in your contract, Total Loss vehicles also incur an Early Termination admin fee of £25+ VAT, which will appear on your final invoice.
All the above is outlined in our terms and conditions.
The settlement payment must be issued to Arval as the vehicle owner, using the account details shown below. Please pay using BACS or CHAPS and remember to include the vehicle registration as the payment reference to prevent delays.
Account Name: Arval UK Receipts Account
Sort Code: 40-63-84
Account Number: 80676051
Bank Name: BNP Paribas
Bank Address: 10 Harewood Avenue, London, NW1 6AA
Account Type: Business
You’ll also need to let us know where you would like the V5 certificate to be sent, once the funds have been received and the hire agreement has ended.
Please email our Total Loss Team (axmtotalloss@arval.co.uk) with the following information:
- Your name
- Your Arval account number
- Your vehicle registration
- Your insurer’s name
- Settlement payment date
- Amount paid
- Reference used when making payment
If an HPI finance marker is still showing against the vehicle after the lease has been terminated, please email remarketing.team@arval.co.uk.
If the funds have not cleared and the lease is still active, the team will be unable to clear the finance marker.
We cannot release the original V5 for a vehicle until the funds have been received and the lease terminated. If you need a Vehicle Summary in the interim, please email remarketingv5s@arval.co.uk.
Please email our Total Loss team to discuss your options - axmtotalloss@arval.co.uk.
We understand the importance of staying mobile and we’d love to try and help. If you ordered your vehicle directly from Arval, please email myaccountteam@arval.co.uk and the team will be happy to explain your options.
If you ordered your vehicle from one of our dealer or broker partners, please contact them directly to discuss your options.
For further information on registering a vehicle as off the road (SORN), please contact our fleet admin team by emailing fleetadmin.centre@arval.co.uk.
Please contact our Total Loss Team who will be happy to help - axmtotalloss@arval.co.uk.