Complete Care Cars

Complete Care (also known as Total Care) is a complete vehicle solution provided by Arval. It provides you with a insured Contract Hire vehicle for a fixed monthly rental.

Complete Care provides a complete packages of services, these include:

• A Contract Hire vehicle
• Third Party Liability and Own Damage Protection (including fire and theft)
• Glass Damage Protection
• Guaranteed Maintenance - for all your servicing and repairs on your vehicle
• Breakdown Cover – to fix your car or recover it and if necessary, provide a replacement vehicle
• Accident Management – management of your incident from start to finish
• Financial Shortfall Protection - in the event of a write off

Complete Care does not include cover for:

• Personal Belongings - As Arval is the policy holder, the policy cannot be extended to cover personal belongings.
• Personal Injury - Arval is not providing personal injury cover for the driver, however any Third Party passengers would be included within the policy.
• Misfuelling - If you put the wrong type of fuel in your fuel tank, this is not covered.
• Damage caused by driving through standing flood water

To be eligible for Complete Care, drivers of the vehicle must:

• Be aged between 21-70
• Hold a full UK/EU driving licence which has been valid for at least one year
• Have no more than six points on their driving licence in the last five years
• Have no more than two own fault claims in the last two years
• Have not been subject to a driving ban in the last five years
• Have never been refused insurance in the past 
• Have not been advised to stop driving by DVLA or a medical practitioner due to medical conditions
• Be the lessee or the lessee’s spouse or partner and immediate family i.e. parents, siblings or children providing they meet the remaining criteria (For Personal Contract Hire)
• Be an employee of the company or their spouse, partner or immediate family i.e. parents, siblings or children providing they meet the remaining criteria (For Contract Hire)

For high value electric vehicles, the following eligibility criteria applies:

• Be aged between 25-70
• Hold a full EU driving licence which has been valid for a minimum of five years
• Not have been advised to stop driving by the DVLA or a medical practitioner due to medical conditions
• Be the driver, the driver's spouse or partner
• Have no points on their driving licence at the start of the lease
• Have not had any fault claims within the previous 24 months
• Have no unspent driving bans on your licence record

Full eligibility criteria and restrictions are detailed in a schedule to your contract. It is important that you understand what this criteria is and that you comply with the criteria at all times as you could invalidate the insurance for the vehicle if you do not.

Yes, your monthly rental will only change if you mutually agree a change (if applicable) with the finance provider or as a result of Arval exercising its rights under the contract. For example, if there is 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 which case, Arval will discuss your options with you.

For customers on a Personal Contract Hire agreement, the driver’s spouse or partner and immediate family (i.e. parents, siblings or children) can drive the vehicle provided they fit the eligibility criteria.

For customers on a Contract Hire agreement, any employee of the company and their spouse, partner or immediate family (i.e. parents, siblings or children) can drive the vehicle, provided they fit the eligibility criteria.

For high value electric vehicles, the driver, driver's spouse or partner can drive the vehicle, provided they fit the eligibility criteria.

There is no limit on the number of additional drivers, providing they meet the criteria.

Restrictions and exclusions also apply, for example, in relation to age, driver history (including medical) and use of the vehicle. 

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.

Arval provide cover for the Own Damage Protection. You will not be responsible for the costs but you will be required to pay the Customer Incident Charge which is explained in more detail below. The Own Damage Protection will not protect you against damage caused or resulting from driver abuse of neglect. 

Arval will responsible for repairing any damage to your vehicle resulting from an accident. You will not be responsible for the costs but you may need to pay a Customer Incident Charge (CIC) if you are found to be “at fault”. 

The Own Damage Protection does not include routine maintenance and will not protect you against any damage caused or resulting from driver abuse or neglect. If any damage is caused by the fault of a third party then Arval will recover the costs directly from them.

Yes, your Complete Care package covers you for both Business and Personal use of your leased vehicle. All vehicles are acceptable for trade and usage except for the below:

• Carriage of passengers or goods for Hire and Reward (eg not taxi, mini cab or courier)
• Vehicles on airport premises except in public areas such as car park
• Vehicles taking part in racing, rallies and/or speed trials
• Commercial transportation of inflammable liquid, chemicals or gases

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

An incident is an event or accident, including fire, theft, glass and weather events that results in damage to the Complete Care vehicle or damage to a third party property or personal injury/death of a third party.

An incident will be considered at fault if Arval is 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, Arval will 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 Arval reserve the right to invoice any losses to you.

No, Complete Care does not take this into account on the premium.

Arval can provide a driver history letter which will detail that the driver has had a lease vehicle for an agreed amount time and has incurred zero claims within this period under the Complete Care agreement. This will be available upon request. Arval cannot guarantee all insurance companies will accept the documentation they provide. 

You must contact Arval 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 Arval’s driver support contact centre on 0370 600 4499 and select ‘report an accident’.

Arval’s Accident Management partner will record the relevant details and either get your vehicle recovered if it is immobile or allocate a repairer.

In the event of an incident where it is considered that you are “at fault”, you will be required to pay an excess known as a Customer Incident Charge (CIC). The CIC varies depending on the number of “at fault” incidents incurred during the contract term. This is designed to maintain a fixed monthly rental for the duration of your contract. It is necessary to levy a higher incident charge when there have been multiple incidents during the contract term. This is an escalating charge as follows:

• First incident is £250
• Second incident £350
• Third and subsequent incidents £750

For high value electric vehicles, the CIC is as follows:

• For Tesla Model 3 & Y, the CIC is £750 
• For BMW iX xDrive40 & i5 eDrive40, Porsche Macan 4, Jaguar I-PACE, Mercedes-Benz E-Vito and Audi Q8 e-tron, the CIC is £1000 
• For Audi SQ8 e-tron & e-tron GT, BMW iX, i5 & i7, Mercedes Benz EQE & EQS, Polestar 3, Porsche Taycan & Macan and Volvo EX90, the CIC is £2000 
• For all high value electric vehicles, the Windscreen CIC is £250

The CIC is only charged where you are considered to be at fault including where you have damaged your vehicle or caused damage to a third party. If an identified third party is at fault, monies will be recovered from them. 

The CIC is a contribution to the losses incurred by Arval as a result of the incident. If the repair costs are less than the CIC, then Arval will only charge you the cost of the repair. If a repair is lower than the relevant incident level then a CEP (Customer Elected Payment) is applied.

You are entitled to a courtesy car for the duration of the vehicle repair and is subject to the repairer’s conditions. Please note this will not be a like for like replacement of your existing lease vehicle.

If you are 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 Arval's 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. 

If the repairer has a courtesy vehicle available, while your vehicle is being repaired, then you can utilise this subject to their conditions, and the insurance cover costs and / or any administration fee must be paid for directly to the repairer by yourself. 

Arval is responsible for repairing and replacing the body glass to your vehicle. You must report the damage to Arval and the repair will be arranged via Arval’s network. 

You will be required to pay a per incident charge which is fixed at £100 per incident where it is necessary to replace the glass. For high value electric vehicles, the incident charge is £250.

No CIC applies where the glass is repaired. The glass CIC does not count towards the escalating CIC for incidents.

To report an incident or for glass replacement call the Arval Driver Contact Centre on 0370 600 4499.

Arval cover the costs of all routine work that is due to occur during the contract term (based on manufacturer guidelines). This will include servicing, maintenance, repairs, premium tyres*, batteries, breakdown cover, exhaust and any worn items.

*Arval has 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.

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

If you need servicing work or tyres, please contact the Arval Driver Contact Centre on 0370 600 4499 and they will assist you with a local supplier.

You must notify the Police and then Arval (quoting your crime reference number) within 24 hours. After 21 days if the vehicle hasn’t been recovered, or has been recovered but has been deemed a total loss, then the vehicle lease will be terminated at Arval and your monthly rental liability will cease. At this point, Arval will invoice the relevant Customer Incident Charge (CIC) to you.

If there has been an act, omission or negligence by you or your driver which 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 at a later point the vehicle is recovered and sold or any monies are received, these will be credited back to you up to the value of the charge you received.

The lease will be terminated within 48 hours of Arval's assessors confirming the vehicle is not economic to repair. At this point, if you were considered to be “at fault”, Arval will invoice the Customer Incident Charge (CIC) due to you. You will be responsible for the whole month's rental at the point of termination. 

If there is a third party at fault, Arval will seek to recover the costs from the third party’s insurers. If the losses are not recoverable due to any act or omission by you / the driver, then Arval reserve the right to invoice any losses to you.

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 Complete Care. However, you will be covered for any damage caused to a third party in accordance with UK legislation. 

You'll need to call Arval to declare a change of overnight postcode. Please contact Arval on 0370 600 4499 to discuss in more detail.