A call for breakdown assistance is almost always made at a time of stress. But if you’re a specialist vehicle owner, it’s likely you have additional concerns around the repair or recovery of your vehicle.
Fortunately, Lockton’s policy combines the strength of large network capacity with access to experienced and well-equipped operators, who are deployed by highly empowered handlers. The result is a premium service fit for specialist and prestige vehicles, with all the attention and reassurance their owners deserve.
Below, we’ve broken down our policy in more detail:
Premium roadside assistance
In any breakdown, the first contact sets the tone of the whole customer experience. That’s why we pay particular attention to making sure that the initial breakdown reporting is as reassuring and frictionless as possible.
We have a dedicated breakdown process for specialist cars, with knowledgeable handlers who can tackle even the most unusual demands that breakdowns can entail. Their experience helps them to understand your problem, and find a swift and efficient resolution.
The quality of the personal service sets us apart. Our specialist motor assistance partner, Call Assist has won a string of awards and runs the Start Rescue roadside assistance proposition, which has been awarded Which? ‘Recommended Provider’ status for the past 5 years in succession.
Nonetheless, we recognise that a phone call with a call handler isn’t for everyone. That is why we have an all-digital, self-service reporting facility. This provides the option to report and monitor progress of a breakdown call-out entirely online, right up until the recovery vehicle arrives.
A motor breakdown is never the best of situations to find oneself in, but we make sure that you get back on the road as smoothly as possible, with the premium level of service you deserve.
Equipped for any breakdown
Delivering a first-class service depends heavily on the quality and experience of our teams, but we also recognise that the right tools are essential to enable them to deliver their best.
Whether you’re the proud owner of a classic, sporty, or simply expensive vehicle, your recovery requirements will be unique. For an operator, that means attention to detail is paramount: from the specific techniques required, right down to how they use covers to protect your vehicle interior.
Whether you’re talking to one of our call handlers, or you’ve chosen the digital self-service option, our AI-enabled systems ensure that you’re paired with the right recovery operator in our network, who can attend the breakdown with the necessary equipment as swiftly as possible. We use mobile-phone location or what3words to make sure there is absolutely no confusion about your location, and to begin your recovery in the shortest time frame.
Not only do we have the largest network of recovery operators to call upon, but our fleet is also equipped for even the most complicated of breakdowns.
The higher number of electric vehicles on the road has made mobile EV-charging equipment a vital part of any recovery fleet. Charging a vehicle at the breakdown location is not only better for your vehicle, but it significantly cuts the time from first contact to getting you moving again.
While they may not be required as frequently, the EasTract, caterpillar extraction and tow tool can recover vehicles from the tightest of spaces, whether boxed in by other cars or stuck in a hard-to-access car park. In one recent call-out, an EasTract unit was deployed to recover a Porsche 996 Carrera 4S, that had become immobilised in a tight garage situation in rural North Yorkshire. The owner described the recovery service as “fantastic”.
Your vehicle, recovered on your terms
Vehicle recovery operators across the country (and beyond!) typically do a great job in challenging and potentially dangerous circumstances. But as an owner, it’s reasonable to want your vehicle recovered to a specialist garage, to ensure you get a service you know you can trust.
At Lockton, we’ve designed this requirement directly into the policy. In one more extreme case, we had a client’s Ruf Turbo recovered from their home to Ruf’s gearbox specialist workshop, just outside Munich, using their preferred transportation company. The policyholder was very pleased that we went the extra miles and said that he “...couldn’t be more grateful.”
Our ability to engender such satisfaction in our clients stems from the long relationship and strong level of trust between ARAG and Call Assist, built over more than 15 years.
Our Performance team is empowered and encouraged to find solutions, creating a true ‘solve the problem first, ask questions later’ approach that aligns with and often exceeds our customer expectations.
