Vehicle write-off

Question 1

What do I need to do if my vehicle is written off or stolen?

ald · Accepted Answer

You’ll need to involve both us and your insurance company as soon as possible.

When talking to your insurance company, we’ll need you to tell them that you authorise ALD to speak to and deal with them in relation to your policy.

To make us aware that your vehicle has been written off/declared a total loss, please email us at [customerrelations@aldautomotive.com](targetSelf:mailto:customerrelations@aldautomotive.com) or call us on [03700 011 181](targetSelf:tel:03700011181). You’ll need to include the below information in your email, or have it to hand when you call:

- Your vehicle’s registration number or your account reference number. You can find guidance on [how to find your account reference number here](targetSelf:https://www.aldautomotive.co.uk/en-gb/faq/q/contract-queries/account-reference-number/).
- The insurance company settling the claim
- Insurance company case reference
- Insurance company email address
- Your vehicle’s current mileage (if you can access this)
- Date of the incident/accident

Question 2

What happens once I’ve advised you that my Contract Hire vehicle has been written off?

ald · Accepted Answer

Once your insurer confirms the write off/total loss, we’ll provide a settlement quote to the insurance company resolving the claim.

The insurance proceeds relating to the vehicle will be paid by the insurance company directly to us.

Once received, your insurance proceeds will be credited against the early termination charge you owe under your agreement with us. We’ll then either invoice you for any charges remaining due (for example, if there’s a shortfall meaning that the insurance proceeds do not cover the full amount due) or issue any credits or refunds which we owe you.

Your monthly payments will continue to be taken throughout the settlement process.  Once the settlement payment has been received, all payments taken in the months since the incident/accident will be credited back to your account. If the incident/accident happened before the 7th of the month, the payment for the month of the incident/accident will also be credited back to your account.

Question 3

My vehicle isn’t on a Contract Hire agreement, what happens once I’ve advised you that it’s been written off?

ald · Accepted Answer

If your vehicle isn’t on a Contract Hire agreement (e.g. Contract Purchase, Finance Lease, Lease Purchase, Drivewise or Credit Sale etc.), once your insurer confirms the write off/total loss we’ll provide a settlement quote to the insurance company resolving the claim.

The insurance proceeds relating to the vehicle will be paid by the insurance company directly to us.

Once received, your insurance proceeds will be credited against the early settlement charge you owe under your agreement with us. We’ll then either invoice you for any charges remaining due (for example, if there’s a shortfall meaning that the insurance proceeds do not cover the full amount due) or issue any credits or refunds which we owe you.

Your monthly payments will continue to be taken throughout the settlement process.  Once the settlement payment has been received, all payments taken in the months since the settlement quote was generated, will be credited back to your account.

Question 4

Can I have a like-for-like vehicle replacement if my vehicle has been written off?

ald · Accepted Answer

If you have a replacement vehicle clause in your insurance policy, your insurer may offer a replacement vehicle instead of paying the settlement. Vehicle replacement always needs our prior consent, and we’ll need to update your agreement with the new vehicle details.

Please call us on [03700 011 181](targetSelf:tel:03700011181) or email us at [customerrelations@aldautomotive.com](targetSelf:customerrelations@aldautomotive.com). Please have your vehicle’s registration number or your account reference number to hand or include this in your email. You can find guidance on [how to find your account reference number here](targetSelf:https://www.aldautomotive.co.uk/en-gb/faq/q/contract-queries/account-reference-number/).

Question 5

I have a Credit Sale agreement, can I continue with my agreement if my vehicle has been written off?

ald · Accepted Answer

You have the option of continuing to pay your monthly payments for the term of your agreement, rather than settling your agreement.

If you’d like to discuss this option, please call us on [03700 011 181](targetSelf:tel:03700011181) or email us at [customerrelations@aldautomotive.com](targetSelf:mailto:customerrelations@aldautomotive.com) and we’ll be happy to assist you. Please have your vehicle’s registration number or your account reference number to hand or include this in your email. You can find guidance on [how to find your Account Reference number here](targetSelf:https://www.aldautomotive.co.uk/en-gb/faq/q/contract-queries/account-reference-number/).

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