Complete Care

Complete Care (also known as Total Care) is a complete vehicle solution provided by Arval. It provides you with a comprehensively covered 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

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 EU driving licence which has been valid for at least one year
• Have no more than six points on their driving licence
• Have no more than two own fault claims in the last two years (excluding those recovered from a third party)
• 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 (For Personal Contract Hire)
• Be an employee of the lessee or be an employee’s spouse or partner (For Contract Hire)

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 you travel materially more miles than agreed (and the vehicle is recontracted) 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.

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 (which is explained in more detail below).

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 a Customer Incident Charge (CIC) if you are found to be “at fault”. Further details are below. 

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 then.

Yes, your Complete Care package covers you for both Business and Personal use of your leased vehicle. You are not restricted to the types of journey you make, subject to trade usage criteria detailed in your contract.

An incident is an event or accident resulting in damage, loss or theft of the Complete Care vehicle or damage to a third party property or personal injury/death of a third party.

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.

You must contact Arval at the earliest opportunity and make 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 for the vehicle. This is an escalating charge as follows:

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

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 our loss is less than the CIC, then we will only charge you the loss. This is called a Customer Elected Payment or CEP. This is where you pay Arval a reimbursement of our losses rather than the CIC.

If a repair is lower than the relevant incident level then a CEP (Customer Elected Payment) is applied.

If the repairer has a courtesy vehicle available, while your vehicle is being repaired then you can ulitlise this, subject to their conditions, and the insurance cover costs and/or any administration fee must be paid directly to the repairer by you. Please note this may not be a like for like vehicle. 

If you would like a separate rental vehicle, Arval can assist in booking this and the cost of the vehicle including the collision damage waiver insurance provided by the rental company must be covered by you. 

The rental agreement will be between you and the rental company. For your convenience we will invoice you the costs or charges so that you do not need to set up an account directly with the rental company. 

The driver will need to utilise the garages own insurance, this will not be covered under Arval Total Care. If the vehicle provided is not suitable the driver can hire independently at their own cost.

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. 

If you have broken down, and the vehicle is not repairable at the roadside, then the recovery agent can provide a rental vehicle for 48 hours to you as part of the breakdown scheme.

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

Repairs are free of charge however replacement windscreens and glass will incur an incident charge which is fixed at £50 per incident. No CIC applies where the glass is repaired.

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 we will assist you with a local supplier.

You must notify the Police and then Arval (quoting your crime reference number) within 24 hours. Arval’s Accident Management provider will monitor the progress directly with the police. 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 for any future rentals. 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 as soon as our assessors have confirmed 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. Your liability for the monthly rental of the vehicle will cease at this point. 

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. In regards to insurance cover, the car will be covered for all Complete Care services however the towing item i.e. a caravan etc. will only be covered for Third Party Liability only.

The £200 pre-paid MasterCard (the “MasterCard”) offer is made by Arval (UK) Limited and is available on new Complete Care orders. Offer available to individuals (including sole traders) based in mainland United Kingdom taking an Complete Care Lease Vehicle. Offer is not available to Limited Companies, LLP, or Partnerships. Maximum of 2 offers per household (for personal customers) or per trading entity (for business customers). Mastercard will be issued within 28 days of your vehicle delivery date to the address which you have provided us with. Arval is not responsible for any delays in the post, acceptance by signature by a third party or where your address details are incorrect. It is your responsibility to inform us if any of your details change which may affect delivery of the Offer. Each and every part of the Offer is non-transferrable and no cash alternatives are available. You agree that you will not sell or transfer the MasterCard. MasterCard must be claimed directly from www.love2shop.co.uk full instructions of how the MasterCard can be activated and terms for use are at www.love2shop.co.uk/website-tcs. The expiry date can be found printed on the pre-paid Mastercard received. Arval reserve the right to withdraw or amend the Offer at any time.