39. Accident assistance

RoadLux may provide or arrange vehicle-related services following road traffic accidents.

Depending upon circumstances and the activities RoadLux is legally permitted to undertake, services may include:

• recovery
• storage
• vehicle assessment
• repair estimates
• repairs
• courtesy/replacement vehicle arrangements where eligible
• communications with relevant insurers/parties where appropriately authorised
• coordination of vehicle-related services

No particular accident or insurance outcome is guaranteed.

40. Client authority & consent

RoadLux may require a separate signed CLIENT AUTHORITY & CONSENT before applicable accident-related services are provided.

The authority identifies the customer, vehicle, registration, incident, date, RoadLux reference, authorised services, relevant permissions, signature and date/time.

Depending upon the authority signed and what RoadLux is legally permitted to do, the customer may authorise RoadLux to communicate with:

• customer’s insurer
• third-party insurer
• engineers
• repairers
• recovery providers
• relevant service providers

A signed authority does not give RoadLux permission to undertake an activity that requires regulatory permission RoadLux does not hold.

41. Accident cost recovery

Where applicable and properly authorised, RoadLux may seek recovery of authorised accident-related charges from the responsible third party and/or their insurer. These may include authorised:

• recovery
• storage
• assessment
• repairs
• other agreed vehicle-related services

RoadLux does not guarantee that another party or insurer will accept liability or pay every amount claimed.

42. Customer’s own insurance

Where relevant authorised costs cannot be recovered from the third party or their insurer, and the customer’s signed agreement permits it, RoadLux may seek payment of applicable insured costs through the customer’s own motor insurance where lawful and covered by the policy.

RoadLux does not guarantee that the customer’s insurer will provide cover. The insurer determines the application of the customer’s policy.

Use of the customer’s own insurance may potentially affect matters including:

• policy excess
• claims record
• no-claims discount
• renewal terms
• future premium

This depends upon the insurer, policy and circumstances, and is not guaranteed insurer payment.

43. Accident liability

RoadLux does not guarantee:

• non-fault classification
• admission of liability
• third-party insurer acceptance
• recovery of all costs
• repair authorisation
• particular settlement
• that liability will remain undisputed
• repair rather than total loss
• completion within a particular period

Any initial description of a matter as “non-fault” remains subject to the evidence and final liability position.

44. Courtesy / replacement vehicle

For eligible non-fault accidents, RoadLux may be able to provide or arrange a courtesy/replacement vehicle without charge to the customer under the applicable arrangement. This is not guaranteed in every case.

Eligibility may depend upon:

• accident circumstances
• liability
• recoverability
• licence
• age
• insurance
• provider requirements
• vehicle availability
• required vehicle category
• applicable terms

45. Recovery

Recovery depends upon matters including:

• location
• access
• safety
• vehicle size
• vehicle weight
• vehicle condition
• equipment
• availability

Unless expressly agreed otherwise, RoadLux does not guarantee a particular recovery arrival time.

46. Storage

Storage charges may apply where a vehicle is stored by RoadLux or an applicable provider.

An intention to recover those costs from an insurer or third party is not a guarantee that the insurer or third party will pay them.

Any circumstance in which the customer could become responsible for payment is disclosed in the applicable customer agreement.

47. Accident repairs

Repair estimates may initially be based on visible or known damage. Additional damage may become apparent after:

• dismantling
• diagnostics
• component removal
• measurement
• further inspection

A repair estimate may therefore need to be revised. Material additional customer-funded work is not undertaken without appropriate authority. Where an insurer is paying, work may be subject to insurer/engineer approval where applicable.

48. Total loss

RoadLux does not determine or guarantee whether an insurer will:

• authorise repair
• declare a vehicle a total loss
• determine a particular vehicle value
• make a particular settlement

If a vehicle is subsequently treated as a total loss, the repair/service arrangement may change.

49. Accident management regulatory limit

RoadLux only undertakes activities it is legally entitled to undertake.

Road Lux Ltd is not described as FCA authorised, an FCA regulated claims management company or equivalent unless its current status and relevant permissions have been verified. FCA branding is not displayed unless legally permitted.

Where an activity requires authorisation RoadLux does not hold, RoadLux does not carry out that regulated activity merely because a customer signed an authority. Where appropriate, the activity may instead be performed by an appropriately authorised or exempt provider under that provider’s own terms.

The FCA currently distinguishes claims-management permissions including lead generation and, in regulated sectors, advising, investigating and representing claimants.

62. Complaints

Customers may make a complaint to RoadLux. Please provide:

• name
• contact details
• registration
• booking/report/reference
• explanation of complaint
• supporting information where relevant

RoadLux investigates complaints fairly and responds within a reasonable period. Where another regulated provider is responsible for a separate service, that provider’s complaint or escalation arrangements may also apply.