Members Information


What is covered under my maintained lease contract?

Worn tyres with a depth reading of 2mm or below will be authorised for replacement.

Manufactures service’s as per vehicle requirements. All services must be carried out within manufactures mileage parameters.

AD-Blue/Engine Additive top-ups.

Any vehicle faults are covered under the manufacturer’s warranty.

What is not covered under-maintained lease contracts?

Any damage to tyres including but not limited to cuts, gouges or bulges in tyre walls and punctures as a result of road damage.

Any damage caused to mechanical parts as a result of an accident or attributed to road damage.

Any damage or excessive wear to parts caused by driver misuse.

My car needs a service, what should I do? 

Please contact or call us on 01904 557 521 to arrange your servicing.

My car has a fault, where do I go?

All of our cars are covered by a manufacturer’s warranty. So please book your car into the closest appropriate dealership for diagnosis and repair.

Insurance Claim

If you have taken an insurance policy with us directly, please call our hour Claims Helpline: 0344 854 1157

Breakdown and Roadside assistance

What should I do in the event of a breakdown?

You should call the appropriate manufacturer breakdown assistance number from the list below. All Breakdown Assistance services will aim to be with you as soon as possible depending on the location.



BMW 0800 777 111
Fiat 00800 342 800 00
Ford 0800 111 234
Hyundai 0800 980 2733
Jaguar 0800 246 844
Kia 0800 015 8762
Mercedes-Benz 0207 975 7077
MG Motor UK 0800 072 3338
Nissan 0330 123 1231
Peugeot 0800 292 0294
Renault 0800 085 8005
SEAT 0800 262 622
Skoda 0800 526 625
Toyota 0800 246 824
Volkswagen 0800 777 192
Volvo 0800 777 116

In the event of recovery please call the appropriate breakdown assistance number and advise that your vehicle has been taken to a dealership for further repair. They will organise and supply you with a courtesy vehicle whilst any repair is carried out that is covered under the manufacturer’s warranty. 

What happens if Roadside Assistance cannot fix my car at the roadside?

For any further advice please contact for further assistance.

Windscreen/Glass Damage

What should I do if I have a chip or crack in my windscreen?

Please call your insurance company to arrange the repair. We advise that any chip with a visible crack should be replaced and not repaired.

If a vehicle is returned and any signs of cracking that are still visible after a repair, the hirer will be liable for the full cost of replacement.

Can I arrange an insurance repair to a windscreen after the return of a vehicle?

Unfortunately not, all repairs must be carried out within the hirer’s lease term.

For any further advice on the above please contact for further assistance.

Accidents/Damage to Hire Vehicles

What damage is covered under the “Fair Wear & Tear Guide”?

All vehicles are inspected to BVRLA return standards. A full copy of the return standards can be viewed here. 

What should I do in the event of an accident?

Please call your insurance company immediately to advise of incident details, arrange repairs to the vehicle and organise roadside recovery if required.

Please also contact Autohorn Fleet Services (Flexed) immediately to notify us of an incident so we are aware of any damage to your vehicle, delays that may incur as a result of any potential repairs and will enable us to offer any further assistance you may require.

Who will provide a courtesy car whilst my lease vehicle is being repaired?

Your insurance company should provide you with a courtesy vehicle throughout any recovery/repair duration if this is covered within your policy agreement

I’ve accidentally put the wrong type of fuel in my vehicle, what should I do next? 

We advise not to start your engine in an event of a misfuel as this could cause further complications with your vehicle. Instead, please call us directly on 01904 557 521 and will be able to arrange roadside assistance to your location.

Do I have to take my vehicle anywhere specific for insurance repairs?

Please advise your insurance company that any required work must be carried out by a manufacturer approved repairer. A repairer’s guarantee must be provided with the vehicle upon lease end.

Do I have to pay for my lease costs whilst my vehicle is in for repair?

The hirer is liable for all lease charges throughout the repair duration.

In the event of a vehicle write off, the hirer is liable for all lease charges until Autohorn receives a final vehicle valuation settlement from your insurance provider.

Can I arrange an insurance repair to my vehicle after I have ended the lease?

Unfortunately not, all repairs must be carried out within the hirer’s lease term.

I have scratched my car and do not wish to go through my insurance.

Please contact Fleet Maintenance support who will advise of any potential costs if returning a vehicle unrepaired. Please see below our current compensation price list for damage exceeding the BVRLA return standards.

Damage Description


Alloy Wheels £110.00
Painted Bumper Scratched £260.00
Painted Bumper Dented  £325.00
Side Panel Scratched/No Blend  £260.00
Side Panel Dented/No Blend £325.00
Colour Match/Blending Panels If Required £90.00
Bonnet/Roof/Bootlid Chipped or Scratched £325.00
Bonnet/Roof/Bootlid Dented £425.00

In the event that damage requires immediate repair or any replacement parts, we will provide an estimate within your change of condition invoice pack. This includes damage to windscreens, tyres, broken trims, major damage and substandard repairs.

We adhere to the BVRLA’s fair wear and tear standards. To view a full copy, please click here. 

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