Frequently Asked Questions

You will receive them immediately once the transaction has been successful via the email address you supplied when taking out the policy. Please make sure that you input your email address correctly. Please make sure you have your policy details and emergency numbers when you depart on your journey/s.

You can purchase your policy online when completing your details. We accept all major credit and debit cards. We do not accept cheque payments.

Last minute getaway plans, and you need vehicle breakdown cover, then yes, providing you are still in the UK, you can book with us at the last minute. All that we say is no claim can be made within the 48hrs of inception.

No. The breakdown cover is for your vehicle, you will need to take an additional personal travel insurance out to cover individuals, couples and families. Please contact us and we can arrange this for you. sales@trustedbear.com

Yes, providing they are not over 14 years.

Whether you have had a breakdown in the UK or on a European motorway, always use the Emergency telephones where possible as this will pinpoint Your exact location. The Police may arrange for Your recovery from the motorway if you are in an unsafe zone. If that is the case, contact Us as soon as safe to do so and inform us of your exact location and stay with your vehicle. Emergency Breakdown +44 (0) 1274 271053

Call the emergency breakdown immediately if safe to do so from your vehicle. i.e you have broken down in a side street where there is no risk of any further accidents. Emergency Breakdown +44 (0) 1274 271053 

State your exact location and remain with your vehicle. If you have broken down on a motorway please leave your vehicle when safe to do so, and wait behind a barrier or on a grass verge. DO NOT STAY IN YOUR VEHICLE. 

Motorways/Highways usually provide an emergency telephone to pin point your exact location.

Vehicle Vehicle means any private car, van, motorcycle, moped or motorhome* which complies with the following specifications and is used for Non-Commercial Use:

Max Weight (gross) : 3.5 tonnes
Max Length : 5.5 metres (18 feet)
Max Width : 2.3 metres (7.5 feet)

* Our Single Trip products include cover for Cars, Motorcyles and Vans Only

Caravan/Trailer means any caravan or trailer that adheres to the following specifications:

Max Weight (gross) : 3.5 tonnes
Max Length : 7.0 metres (23 feet) excluding draw bar and coupling
Max Width : 2.44 metres (8 feet)

PLEASE NOTE. Only in the event Your Vehicle suffers a Breakdown and requires recovery will Your Caravan or Trailer be recovered. Cover is not offered for the specific breakdown of your Caravan/Trailer.

Please note that the classes of vehicles covered vary dependent on the product chosen.

A vehicle is made on a chassis that is designed to carry up to 3.5Tons of weight. This is usually an issue when distinguishing between vans and campers especially older models of vehicles. 

Send us a quick email via our contact form and we will look into this on an individual basis for you. As long as your vehicle is not being used as a commercial vehicle then the quotation will be based on DVLA matching your vehicle type. Unfortunately sometimes older vehicles will be identified as a Van/Camper

If you have taken the policy out at the last minute the policy will not cover you for the first 48hrs and you will have to do a PAYG and pay any recover charges directly. Please see the terms and conditions of the policy.

We are an E-Commerce based company but you are very important to us. We advise you email or use the chatbot on the website, where we can help and assist you. support@trustedbear.com or if its sales related sales@trustedbear.com 

Please contact us as soon as possible, should the dates be incorrect then you may incur an additional premium

Changes to your Annual Trip policy can be made at any time. Single Trip Policies can be modified before your cover starts. Please note that You are only covered for the Vehicle that is registered upon taking out the Policy unless You have notified us of a change during the Term of the Policy, you may change the Vehicle on Your Policy during the Term, however, temporary changes of Vehicle are not permitted within this Policy. A new policy will need to be purchased for multi vehicles. If a change of Vehicle takes place during the Term of the Policy the Inception Period will apply from the date the change takes effect from. This means a period of 48 hours from the Inception Date before You, or anyone driving the Vehicle, is able to make a Claim on this Policy. If any of Your details change during the Term of the Policy, such as Your address, please notify Us immediately.

Yes, there is a 14-day cooling off period. You can cancel Your policy within the first 14 days of the Policy Inception Date providing you have not yet travelled and the start date has already passed. A £10 Administration charge will be deducted from the refundable amount on all Annual policies. To cancel your cover please click here

IMPORTANT: We cannot refund you your full premium if the policy starts date has already commenced or there is a pending claim. 

Please request a cancellation of the policy in writing or by email within the fourteen days of the cooling off period providing its not within your travel departures. We will only accept cancellation from the person named on the policy. We are regulated by the FCA, therefore we cannot accept insurance cancellations over the telephone.

IMPORTANT: You cannot be refunded on a policy that has commenced and is active or there is a pending claim. We can still cancel your policy at your request but no premiums will be refunded.

When you take out your policy, this then gets sent to the insurers, when you cancel your policy, we then have to contact the insurers and generate a cancellation. This is an administration cost to process the cancellation.

Your refund request will be processed immediately providing you have not already departed and activated the policy. Refunds usually take between 5 - 10 working days to reach back into your account, dependent on your method of payment. 

We cover Andorra, Austria, Belgium, Bulgaria, Canaries, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, lceland, ltaly, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Scotland, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Vatican City and Wales.

The Coronavirus Pandemic and Brexit has resulted in changes to rules and guidance. Please visit our Useful Information section for the latest updates.

International Breakdown Ltd trading as National Breakdown authorised by Novus Underwriting Ltd

Should you have a breakdown contact them as soon as possible so they can organise a recovery. They have a 24hr call centre and will be on hand 364 days a year.

Voyager Insurance Services Ltd

Voyager Insurance Services Ltd, underwritten by Novus Underwriting Ltd on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG with International Breakdown Ltd trading as National Breakdown authorised by Novus Underwriting Ltd to handle all claims under this policy.

You can also write to us at:
Voyager Insurance Services Ltd, registered at Bankside, 300 Peachman Way, Broadlands Business Park, Norwich NR7 0LB.

Registered in England number 03251842. Authorised and regulated by the Financial Conduct Authority (FCA) reference number 305814.

Full details can be found on the wording documents.

The time it takes for the recovery vehicle to reach you is dependent on various aspects, traffic, location and availability. We endeavour to reach you as soon as possible in order for you to continue your onward journey. We cannot be held responsible for unfortunate circumstances that delay the call-out. If you feel that your situation is deemed dangerous, and an urgent please contact the emergency services first.

You can take your domestic pet/s with you providing they are microchipped. Pet Passports are no longer valid for entry into the EU. Please make sure your pet/s are micro chipped and have the AHC (Animal Health Certificate) for each journey and this has been issued within 10 days of expected travel. Should you have a break down, you must mention this when requesting assistance.

This will be dependent on the recovery person as they may prefer that your pet travels in your own vehicle, please mention when you break down that you have a pet with you.

The annual policy itself is a 364 day breakdown cover. Depending on your trip durations then there is a limit. The new regulations allow 90 days in the EU per 180 days. You cannot travel for more that 90 days within a 6-month period. You may return to the UK and then after 180 days travel again. Please note our policies are for 90 days per Annual policy. You will not be covered if you exceed 90 days per annual term of the policy.

For more information, please visit https://www.gov.uk/driving-abroad

Upon purchasing the Breakdown Cover, you adhered and confirmed to the policy terms and conditions, therefore should you exceed the 90 days without prior notice and consent this will then invalidate your policy and may result in a claim being rejected.

Unfortunately not. Cover is provided for UK vehicles departing from their UK residence to their onward destination in the UK or Europe and then returning. 

Our Policies cover you for a maximum 90 days per policy term. Any extensions are made upon request and subject to acceptance from the insurers and underwriters.

Your EHIC card is still valid until it naturally expires. This will then be replaced with the GHIC card. (Global Health Insurance Card) To apply please visit gov.uk for further details. https://www.ghic.org.uk/Internet/startApplication.do

Its advisable to always carry your EHIC or GHIC card when travelling abroad. 

A green card is proof that you have vehicle insurance when driving abroad. Please contact your vehicle insurer. This can take up to 6 weeks to process and entry into the EU may be declined.

If you’re taking your own vehicle, you will need a green card and a GB sticker. You might also need an international driving permit (IDP) to drive in some EU countries and Norway if you have:

- a paper driving licence
- a licence issued in Gibraltar, Guernsey, Jersey or the Isle of Man

Check with the embassy of the country you will be driving in.

https://www.gov.uk/vehicle-insurance/driving-abroad

If you’re a tourist, you do not need a visa for short trips to most EU countries, Iceland, Liechtenstein, Norway and Switzerland. You’ll be able to stay for up to 90 days in any 180-day period.

Different rules apply to Bulgaria, Croatia, Cyprus and Romania. If you visit these countries, visits to other EU countries do not count towards the 90-day total.

You may need a visa or permit to stay for longer, to work or study, or for business travel.

https://www.gov.uk/visit-europe-1-january-2021

Should you change or upgrade your vehicle we can honour an amendment to add the new vehicle. Should you require this more than once then a new policy will have to be purchased. Please contact support@trustedbear.com with your policy number and lead drivers details. 

Unfortunately not. If you change your vehicle within the 14days cooling off period it may be more suitable to re issue a new policy. Any vehicles that are older may incur a higher premium.

Under exceptional circumstances we can post your policy, we have designed them so they can be viewed and easily manageable on your mobile, laptop and PC. Should you require a hard copy then there will be an additional postage charge of £1.00 for first class royal mail. Please tick the box when making your purchase.

An additional £5.00 administration fee will be incurred to replace further hard copies that are required during the annual term of the policy.

Yes, you Bear-ta believe it, we are a British Company providing Vehicle breakdown cover for leisure purposes in the UK and across Europe. 

We are sorry that you have not found an answer to your query. Please bear with us and email your questions to support@trustedbear.com Our team will respond within 24hrs.

A Fresh vibrant Company with over 20yrs in the travel and tourism industry thats got family values to provide you with Vehicle Breakdown Cover.

Trusted Bear is about nurturing you and safeguarding you and your possessions when you are on your travels. A friendly voice and support who’s there to pull out all the stops for you when you’re in need. We want you to enjoy your holiday or journeys from start to finish, with minimum disruption. Whether you are travelling around the UK or exploring European Destinations, Trusted Bear welcomes you to the family. We want to be successful for you.

Because we want to be different from the products currently on the market. We are trying to steer away from the corporate theme and provide a fun but trustworthy service. Plus we donate 1% of our annual profits to good causes. 

We are really sorry that you have had to take this step and raise a complaint. Please detail any issues that you have had and we will look into them for you. support@trustedbear.com

Again we are really sorry you are not happy with www.trustedbear.com Please be patient with us and I hope we can rebuild your trust.

We hope that its a positive one!! TrustPilot link coming soon.......In the meantime email us at support@trustedbear.com

You can only cover your Taxi Vehicle if its for leisure use only. I.e Its the only vehicle you have to take you or your family away. We cannot cover the vehicle if its being used for any commercial or financial gain. 

Yes we are. We are a new brand but with over 20yrs in the Travel & Tourism industry. We took the opportunity during Lockdown to create a brand that was different, and that offers more of a family feel rather than a commercial approach. With longevity in mind Trusted Bear will offer various products related to your travel needs.

We assure you, when you decide to purchase your Breakdown Cover with us, you will receive instant documentation. We are also approved by the ITC.

No we work with our own Breakdown Assistance, we are not affiliated to RAC, AA or Green Flag. Our website shows a comparison only. 

Please Bear with us while we work on updating our systems, the cubs are working hard! We hope to have this available to our customers soon.... In the meantime please email us via our contact us page and we will do this for you. 

We can cancel your policy at your request, but no refunds will be made once the policy is activated or the policy start date has passed.

Yes we do cover hire cars providing you have the hire companies authorisation and permission to take the vehicle abroad and is on a leisure trip and not business. 

The mainland of England includes the Isle of Man and the Isle of Wight, Wales including Anglesey, Scotland including Orkney, Shetland, Mull, Skye, Bute, Lewis and Harris, Islay and Jura, Northern Ireland, excluding the Channel Islands and the Republic of Ireland.