Volvo Accident Assistance
Terms of use

These Terms of Use set out how the Volvo Accident Assistance Service operates, what You can expect from Us when using the Service, and what We ask from You in return. They explain:

• How the Service works and who provides it.
• Your responsibilities when using Accident Assistance.
• Our obligations, limitations, and how We deliver the Service.
• What to do if You wish to raise a concern or make a complaint.

By using the Accident Assistance Service, You agree to these Terms. If You do not agree, please do not use the Service.

Volvo Car UK Limited has appointed Wrisk Transfer Ltd (WTL) to deliver and manage the Accident Assistance Service. Wrisk coordinates the programme and has appointed Axitech Ltd (Axitech) and Broker Direct Plc (trading as Proficient) to provide specific elements of the Service, including digital administration, repair coordination, and claims handling.

For the purposes of these Terms, “We”, “Us” or “Our” refers collectively to Wrisk Transfer Ltd, Axitech Ltd, and Broker Direct Plc (Proficient), who together deliver the Accident Assistance Service on behalf of Volvo Car UK Limited. For information on how Your personal data is handled, please read the Volvo Accident Assistance Privacy Notice.

For clarity in these Terms:

• “Service” means the Volvo Accident Assistance programme and any related support provided by phone, digital form, portal, or other channels.
• “You/Your” means the driver, owner, policyholder, or authorised representative using the Service.
• “Partner/Third Party” means any approved repairer, hire‑vehicle provider, recovery agent, insurer, assessor, data or IT provider engaged to help deliver the Service.
• “Submission” means any information, documents, images, audio, video, statements, or other materials You provide to Us in connection with the Service.
• “Account/Portal” means any digital interface or credentials We provide to access Service features or information.

Accident Assistance offers end‑to‑end support in the event of a vehicle accident or collision. Through this Service, We:

• Arrange recovery of Your vehicle after an incident.
• Coordinate repairs at Volvo approved bodyshops using genuine parts.
• Assist in arranging a replacement or courtesy vehicle (where eligible and subject to availability and third‑party terms).
• Liaise with insurers, repairers, and relevant third parties.
• Provide status updates and communication throughout the repair or claims process.

This Service is intended to ensure that Your vehicle is repaired to manufacturer standards and that Your experience is handled professionally and efficiently. The Service may be accessed following utilisation of Volvo Emergency Call (e‑Call/SOS), via Optimised Roadside Assistance {b-Call or phone call), or by contacting Volvo Accident Assistance directly.

You may use Accident Assistance if You are the owner, driver, or authorised representative of a Volvo vehicle eligible for the programme and You have been referred through a Volvo channel or have contacted Us directly. Eligibility for specific elements (such as a hire or replacement vehicle) depends on Your individual circumstances, insurer approvals, and third‑party terms.

You must:

• Provide accurate, complete, and up‑to‑date information about the incident, vehicle, policy, and driver details.
• Disclose details of any passengers, witnesses, or other parties involved.
• Respond promptly to Our requests for further information, documents, photographs, evidence, or authority to contact third parties.
• Cooperate with Our representatives, repairers, recovery agents, and insurers to facilitate delivery of the Service.
• Keep any credentials, claim references, and Account/Portal logins secure and confidential.

You must not:

• Use the Service for any unlawful, misleading, or fraudulent purpose, or submit false or exaggerated information.
• Interfere with, damage, reverse‑engineer, or attempt to gain unauthorised access to any systems used to deliver the Service.

You may need to:

• Provide vehicle images, dashcam footage, statements, proof of identity, proof of ownership, licence details, and insurance documentation.
• Permit inspection of the vehicle or access for collection/delivery.
• Accept additional third‑party terms (e.g., hire‑vehicle terms, excesses, deposits, mileage or age restrictions) where applicable.

We will:

• Provide Accident Assistance with reasonable skill, care, and diligence.
• Use appropriately authorised, qualified, and insured partners, including Volvo approved repairers.
• Communicate clearly about next steps, decisions affecting Your claim or repair, and any information We reasonably require from You.
• Maintain the confidentiality and security of Your information in accordance with applicable data‑protection laws and the Volvo Accident Assistance Privacy Notice.

We aim to make the Service available at all times. However, access may occasionally be interrupted by maintenance, outages, supply‑chain constraints, or other unforeseen events. We will restore service as soon as reasonably possible.

Depending on Your circumstances and the information available, We may:

• Pre‑populate forms or records with information previously provided by You or from permitted upstream sources to speed up support.
• Contact witnesses, insurers, repairers, recovery agents, franchise retailers, or other third parties to verify details and coordinate processes.
• Recommend total‑loss handling, valuation steps, or salvage pathways where appropriate and liaise with Your insurer about those outcomes.
• Decline, suspend, or limit parts of the Service if misuse, fraud, or security risks are suspected, or if external constraints require it.

To avoid doubt, We do not:

• Provide legal, financial, or insurance advice.
• Guarantee that Your insurer will authorise or fund any particular repair or hire.
• Guarantee the availability of specific repairers, parts, or hire‑vehicles at specific times.
• Guarantee uninterrupted access to the Service or systems.

Where repair guarantees or warranties exist, these are provided by the relevant repairer or manufacturer according to their terms.

Accident Assistance is provided to help You manage and recover from an accident, but it does not replace Your motor insurance policy. Eligibility for certain services (for example, vehicle hire or recovery) depends on Your cover, policy terms, the circumstances of the incident, and third‑party approvals. We will act in good faith to assist You, but final responsibility for insurance‑related decisions remains with Your insurer. We aim to provide accurate and up‑to‑date information; however, the Service and any related communications are provided “as is” and “as available”, without a guarantee that all content is error‑free, complete, or current.

There is no general fee for contacting and using Accident Assistance. Costs relating to recovery, repair, storage, diagnostics, or hire vehicles may be covered by Your insurer or a third party, or may remain Your responsibility if not insured or approved. Any discretionary or out‑of‑scope costs will be explained to You before they are incurred wherever reasonably possible. If You instruct work or accept services outside insurer approval or policy cover, You are responsible for those costs.

If We provide You with Account/Portal access, a user identification and other credentials, or any other piece of information as part of our security procedures:

• You must treat such information as confidential and secure, and not disclose them to any third party.
• We may suspend or revoke access if We reasonably believe misuse, unauthorised access, in our reasonable opinion you have failed to comply with any of the provisions of these Terms of Use, or a security risk exists. Additional portal‑specific terms may apply and will be presented to You at registration or first login.

If you’re worried that someone other than you knows your user identification code or login, then let us know at support@volvocarsaccidentassistance.co.uk

Online forms and capture tools help Us understand the incident and coordinate support. When You use them, You confirm that Submissions are accurate and lawful, and that You have authority to provide any third‑party information. By providing Submissions, You grant Us a non‑exclusive, royalty‑free licence to use, copy, store, translate, adapt, and share those Submissions as necessary to deliver and improve the Service, handle quality assurance, and meet legal or regulatory requirements.

All systems, materials, content, designs, and communications forming part of the Accident Assistance Service are owned or licensed by Axitech Ltd unless otherwise stated. We own, or have permission to use, all intellectual‑property rights, information, data, and copyright material contained in the Service. You must not sell, license, reproduce, distribute, or otherwise use such materials without written permission from Us or the rights holder. Volvo, and associated logos are trademarks of Volvo Trademark Holding AB, which is jointly owned by Volvo Cars and Volvo Group and are used under licence. Other names or logos may be the property of their respective owners.

Calls to and from the Accident Assistance Service may be recorded and digital interactions may be logged for the following reasons:

• Service quality monitoring and staff training.
• Verification of instructions and information.
• Fraud prevention, audit, complaint handling, and dispute resolution.

By using the Service, You consent to such recording and logging.

During the provision of Accident Assistance, We may refer or link You to external service providers (such as repairers, hire‑vehicle suppliers, recovery agents, data providers, or insurers). These third parties operate under their own terms and privacy notices. We are not responsible for the content, availability, practices, or performance of third‑party websites or services.

Your use of the Service is governed by the Volvo Accident Assistance Privacy Notice, which explains how Your personal data is collected, used, shared, stored, and retained by Wrisk, Axitech, and Broker Direct Plc (Proficient).

Nothing in these Terms limits Your data‑protection rights as described in the Volvo Accident Assistance Privacy Notice.

We may contact You about the Service by phone, SMS, email, post, or through an Account/Portal notification using the contact details You have provided or that are provided to Us by an upstream Volvo channel. You must keep Your contact details accurate and up to date and check Your spam/junk filtering for Our messages.

If You have concerns or wish to make a complaint, please contact us at:

We aim to acknowledge complaints within five working days and resolve them as soon as possible. If You are dissatisfied with Our response, You may escalate the issue to the appropriate regulatory body. For data‑protection matters, You may contact the Information Commissioner’s Office (ICO). For insurance or claims disputes, You may have recourse through Your insurer’s complaints process or the appropriate ombudsman scheme where applicable.

We may suspend or terminate Your access to the Accident Assistance Service at any time if:

• You breach these Terms.
• Fraudulent, abusive, unlawful, or unsafe activity is suspected.
• Programme changes, regulatory requirements, or operational reasons require suspension or withdrawal.

Termination or suspension will not affect rights or obligations accrued before that date. We may continue to process data as permitted by law and our Privacy Notice for audit, legal, regulatory, or fraud‑prevention purposes.

We will always aim to provide a reliable, high‑quality Service. To the extent permitted by law:

• We are not liable for indirect, incidental, special, punitive, or consequential losses, including loss of profit, revenue, data, business, or goodwill.
• We are not responsible for delays, interruptions, or failures caused by third parties, supply‑chain constraints, parts shortages, network or system outages, weather, strikes, acts of nature, or other events beyond Our reasonable control.
• Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence or for fraud.

We will not be responsible for any delay or failure to perform any obligation under these Terms if the delay or failure is caused by events beyond Our reasonable control, including but not limited to natural disasters, war, terrorism, civil unrest, industrial disputes, epidemics, pandemics, utility failures, or failures of public or private telecommunications networks or transport.

We do try to make sure our website is always available, but can’t guarantee that the site, or any of its content, will always be available or be uninterrupted. We won’t be liable if our website is unavailable for any period of time.

We may update our website from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it.

We do not guarantee that our site, or any content on it, will be free from errors or omissions.

We may update these Terms to reflect changes in law or regulation, Service enhancements, partner arrangements, or operational requirements. When updates are made, We will publish the revised version and indicate the effective date. Continued use of the Service after such updates means You accept the new Terms.

We may transfer, assign, or novate Our rights and obligations under these Terms (for example, to a successor provider) and will take reasonable steps to ensure continuity of the Service. You may not transfer Your rights or obligations without Our prior written consent.

Except as expressly stated, these Terms do not give any third party a right to enforce any of their provisions.

If any provision of these Terms is found by a court or regulator to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted or modified to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

These Terms, together with the Volvo Accident Assistance Privacy Notice and any portal‑specific terms notified to You, form the entire agreement between You and Us in relation to the Service. If there is any inconsistency between these Terms and any other documents relating to the Service, these Terms take precedence to the extent of the inconsistency, except where mandatory consumer or data‑protection law applies.

These Terms are governed by the laws of England and Wales. Any disputes or claims arising out of or in connection with these Terms or the Service will be subject to the exclusive jurisdiction of the courts of England and Wales.

For queries about these Terms or the Volvo Accident Assistance Service:

This is Version 1.0 of the Volvo Accident Assistance Terms of Use, issued alongside the Privacy Notice. Future revisions will be dated and published through the official Accident Assistance communication channels.