Complete Care Vans

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, including a wide range of services such as maintenance, accident management and breakdown assistance. 

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
• Breakdown Cover
• Accident Management (in the event of a claim)
• Financial Shortfall Protection (in the event of a write-off)

Complete Care does not include cover for:

• Using other vehicles - This includes a courtesy car or vehicles belonging to family or friends.
• Cover for learner drivers - In alignment with eligiblity criteria, drivers must hold a full UK/EU driving licence which has been valid for at least one year.
• 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. If you’re involved in a non-fault incident, you and your passengers may be able to make a claim through the Official Injury Claim Portal. Alternatively, the accident management service may be able to offer an alternative solution, subject to acceptance conditions.
• 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
• Damage to your vehicle caused in an incident where the driver  of the vehicle is under the influence of alcohol or drugs.
• Wear and tear.
• Mechanical failure.
• Damage caused by driver abuse/neglect.

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 not had more than two own fault claims in the previous 24 months
• 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)

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.

Any costs incurred as a result of misfuelling, including AdBlue, are not covered by Arval 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.

Arval provide cover for the Own Damage Protection. Arval are also responsible for repairing any damage to your vehicle as a result of an incident. You will not be responsible for the costs, but you will be required to pay the Customer Incident Charge (CIC) 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. If any damage is caused by the fault of an identifiable third-party, Arval will attempt to recover the costs directly from them.

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

Complete 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 Arval are unable to recover costs from the responsible party, you will be required to pay an excess known as a Customer Incident Charge (CIC). This includes theft/attempted theft, fire, weather events and damage found caused by an unidentifiable third party. 

The CIC varies depending on the number of “at fault” incidents for the vehicle incurred during the contract term. This is designed to prevent price increases and 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

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. The CIC will not apply where we Arval able to recover 100% of the costs from the responsible party. If Arval are unable to recover costs from a responsible third party, a CIC will be charged as shown above. 

The CIC is a contribution to the losses incurred by Arval 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.

If the repair costs are less than the CIC, then Arval will only charge you the cost of the repair. 

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.

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 (24/7 365 days a year) 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.

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.

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. 

Yes, your Complete Care package covers you for both Business and Personal use of your leased vehicle. ou aren’t restricted to the types of journey you make, except for the trade usage criteria below:

• Carriage of passengers or goods for Hire and Reward (eg not taxi, mini cab, courier or parcel delivery)
• Vehicles on airport premises except in public areas such as car park
• Vehicles taking part in racing, rallies and/or speed trials
• Public emergency service vehicles
• Commercial transportation of inflammable liquid, chemicals or gases
• Short tern rental or sub-hire

Please note, 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, Arval discuss your options with you, which includes the option to remove the Complete Care service.

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 glass CIC which is fixed at £100 per incident where it is necessary to replace the glass. No CIC applies where the glass is repaired. There is an increased glass CIC for the high value electric vehicles highlighted on the ATC Driver Acceptance Criteria document.

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

If the repairer has a courtesy vehicle available while your vehicle is being repaired, then you can utilise this subject to their conditions. Please note that you will need to arrange insurance cover through the repairer.

You are 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 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. 

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. 

You must notify the Police and then Arval by calling the contact centre on 0370 600 4499 quoting your crime reference number. If the vehicle is recovered, please let Arval know immediately and they'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, Arval will terminate your lease in line with their total loss process, and your monthly liabilty will cease. At this point, Arval will invoice the relevant Customer Incident Charge (CIC) to you.

If you or your driver are found to be negligent or to have carried out any act or omission or negligence 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 or any monies are received later on, these will be credited back to you up to the value of the charge you received.

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. 

Should you wish to return the vehicle before the end of the contract, please get in touch with Nationwide Vehicle Contracts 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.

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 (Mon-Fri 9am-5:15pm) and they will assist you with a local supplier.

Please get in touch with Arval 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.

Arval 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 Arval 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 Arval for permission to extend the cover and they’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 Arval to declare a change of overnight postcode. Please contact Arval on 0370 600 4499 to discuss in more detail. 

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

Arval 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 Arval cannot guarantee all insurance companies will accept the documentation they provide. 

No, your vehicle is delivered with cover provided under Arval's own insurance policy through the Total Care product and is automatically registered on the Motor Insurance Database (MID). If you need a certificate, please get in touch with Arval as we can arrange this as an exception.

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 attempt to recover the costs directly from them.