Evacuation of the car on specialized transport is required at the moment when the vehicle loses the ability to move independently due to a technical malfunction, a road accident or natural disasters. Policyholders VTB Insurance can expect to promptly resolve the problem without additional financial costs, if the case is covered by the terms of the contract. Organization of the field service is carried out through a single dispatching room, which coordinates the actions of technical teams in the region of the client’s location.
Access to the service have policies CASCO, CTP with the option “Help on the roads” or individual property insurance programs. The system works around the clock, providing coverage for transportation costs to the nearest service station or parking place within the established limits. Understanding the algorithm of actions in case of failure allows to significantly reduce downtime and avoid errors when interacting with the insurer.
Terms of Service and Risk Coverage
The basic package of services is activated automatically upon the occurrence of an insured event recorded in the policy. Technical malfunction must be confirmed visually or diagnostically so that the dispatcher can classify the application as warranty. If the car stalled on the track, it is important to accurately describe the symptoms: lack of rotation of the starter, boiling of the engine or failure of the wheel.
Insurance coverage covers a variety of scenarios, including mechanical damage to the chassis and engine problems. V VTB Insurance The distance limits for which free evacuation is carried out are clearly defined. It is usually 50 or 100 kilometers from the site of the breakdown, which allows you to deliver the car to an official dealer or specialized service.
⚠️ Attention: Services are not provided if the driver is intoxicated or if the car is used for commercial transportation, not declared at the time of registration of the policy.
Separate attention is required to the issue of seasonality and weather conditions. In winter, there are frequent cases when the car gets stuck in a snowdrift or cannot move from the spot due to icing of the road. In such situations squash It can be considered a separate service requiring special equipment, the presence of which must be specified by the operator.
List of available service options
The range of assistance is not limited to the towing of the vehicle. A wide range of service activities are available to customers, aimed at restoring the mobility of the car on site or its safe transportation. The main types of work include both simple manipulations and complex technical procedures.
- 🚗 Evacuation Delivery of the car to the repair site or parking lot using the platform.
- 🔋 Starting the engine - "Lightening" from the starter with a discharged battery.
- ⛽ Transportation of fuel Delivery of fuel or oil in the amount necessary to follow to the nearest gas station.
- 🔧 Minor repairs Replace the wheel with a spare, opening the locked cabin without damage.
It is important to distinguish between “on-site repair” and “evacuation.” If the fault can be eliminated in the way by the on-site mechanic, this will be a priority scenario. However, complex breakdowns requiring a lift or stationary equipment necessitate the use of a tow truck. Replacement of wheels It is only made if the driver has a proper spare set.
Some options, such as door-openingThey are provided free of charge only once a year or provided that the keys remain inside the cabin. If the lock is damaged or lost completely, the locksmith call may be paid or require separate approval. Always check the status of the service with the operator before starting work.
Algorithm of tow truck call and technical assistance
The process of organizing the evacuation begins with a call to the contact center of the insurance company. The phone number is usually indicated on the policy and on a special memo, which is issued along with the documents. To speed up the procedure, it is recommended to prepare the contract number and vehicle data in advance.
The dispatcher will ask a number of clarifying questions: location, condition of the car, presence of passengers and danger of being in the current place. Based on these data, an application is formed and transmitted to the nearest free crew. The waiting time depends on the remoteness of the area and the current workload of services.
☑️ What to prepare before calling the dispatcher
After placing the application, the client receives an SMS message with the data of the tow truck driver and the approximate arrival time. At this point, it is important to stay in touch and, if possible, wait for the equipment in the specified place. If the situation changes, the operator must be notified immediately.
⚠️ Attention: When waiting for the tow truck in the dark or on a busy highway, be sure to use a reflective vest and put an emergency sign 15 meters before the car.
Distance and coverage limits
Geography of services VTB Insurance The area covers the entire territory of the Russian Federation, but the conditions for free evacuation may vary. A standard policy often includes a certain mileage, the excess of which is paid by the customer at the partner's rates.
The coverage area is determined by the agreements of the insurance company with a network of partners-tow truckers. In large cities, arrival times are minimal, while in remote regions, waiting can take several hours. It is important to take this into account when planning long-distance travel.
| Type of service | Standard limit (km) | Payment of excess | Call frequency |
|---|---|---|---|
| Evacuation after road accident | 100 km | On the client's account. | No restrictions. |
| Technical malfunction | 50 km | On the client's account. | Not more than 3 times a year |
| Starting the engine | No limit. | Free of charge. | Not more than 2 times a year |
| Fuel transportation | Up to 10 liters. | Cost of GSM | 1 time per year |
There are also restrictions on the weight of the vehicle. Passenger cars are evacuated with standard equipment, whereas heavy-duty SUVs or minibuses may require an order for a reinforced tow truck, the delivery time of which is increased.
Documentation and reporting
Upon arrival of the tow truck, a visual inspection of the vehicle takes place. The driver of special equipment makes the act of reception and transfer, in which he records the current state of the body, the level of fuel and the indications of the odometer. The client should carefully check this data before signing the document.
The act also indicates the points of loading and unloading. If the car is delivered to the service station, the service representative can also record the arrival. Keeping all copies of documents is critical to further interaction with the insurance company, especially if there are disputes.
What to do if the tow truck damaged the vehicle during loading?
Do not sign the acceptance certificate without damage marks. Take a picture of the car before and after loading. Require the entry on the tow truck driver's travel document. Contact the VTB hotline immediately to record the incident.
If the breakdown occurred as a result of an accident, a certificate from the traffic police or the European Protocol is additionally required. Without confirmation of an accident, evacuations can be classified as technical failures, which sometimes affect the limits of free calls within a year.
Frequent reasons for refusals and controversial situations
Not all applications end with free evacuation. The insurance company has the right to refuse the service if the case does not fall under the terms of the contract. One of the common reasons is the absence of a valid policy at the time of application or non-payment of the fee.
Also, the failure will follow if the malfunction occurred as a result of deliberate actions of the driver or violation of operating rules. For example, an attempt to overcome a deep ford on a car without preparation can be regarded as a gross violation, removing the obligations from the insurer.
- 🚫 Absence of documents - inability to confirm the identity and ownership of the car.
- 🚫 Failure is known in advance If the driver continued driving with a burning oil pressure lamp.
- 🚫 Prohibited zone - finding a car in the territory where the entry of special equipment is impossible or prohibited by law.
⚠️ Attention: Attempting to repair yourself by complex methods at the scene of the accident may result in a denial of payment if it is proven that these actions have aggravated the damage.
Safety recommendations while waiting for help
Waiting for a tow truck on the track is a potentially dangerous situation. The driver and passengers should leave the cabin and step behind the fence, if any. Being inside a faulty car, especially on a highway, poses a direct risk to life.
If the car is in a hard-to-reach place, it is necessary to ensure visibility for the tow truck. At night, use lights and lights without draining the main battery completely. Communication with the dispatcher should be maintained regularly.
Keep the phone charged. If the battery is running out and communication with the dispatcher is lost, try to find the nearest settlement or traffic police station to coordinate the arrival of equipment.
Arriving tow trucks must be equipped with appropriate signs and flashing lights. Make sure that the driver has the identification marks of the VTB partner company. This ensures that the services are paid for by the insurance company and not put up as a private order.
Interaction with service centers after evacuation
After delivery of the car to the service station, the process of interaction with the insurance does not always end. If repairs are made by CASCO, it is necessary to open a loss and receive a direction for repairs. The manager of the service will help to issue the necessary papers.
It is important to monitor the timing of work and the quality of troubleshooting. VTB Insurance controls partners, but the final acceptance of work is carried out by the owner of the car. Only after making sure that the systems are serviceable, you can sign the act of work performed.
Main conclusion: Always record the call time, operator name and application number. This is your main evidence in case of delays or disputes with insurance.
If the car is not subject to restoration or the cost of repair exceeds its cost, the procedure of total death is initiated. It will also require the participation of appraisers and the provision of a full package of documents, including an evacuation report.
What phone number should I call if I break down from my mobile phone?
For VTB Insurance clients, there is a single round-the-clock number 8-800-100-24-24. You can also use the number 1002 from mobile operators. It is recommended to keep these contacts on the phone in advance.
Can I call a tow truck if the policy is left at home?
Yes, you can. It is enough to know the number of the policy or to name the passport data and the car number. The dispatcher will find the contract in the database. However, the original or photo of the policy will be required when signing the acts.
Is a driverless car being evacuated at the wheel?
Yes, evacuation is possible without the owner in the cabin, if the car can be loaded on the platform. The driver of the tow truck must have a power of attorney or written permission from the owner, or contact the owner for confirmation.
What to do if the tow truck is delayed for more than 2 hours?
It is necessary to contact VTB dispatch service again to clarify the location of the equipment. If the connection with the partner is lost, the insurance company is obliged to send another crew. Record all calls.
Does the car wash come into the price after the evacuation?
No, car washing services after a mud bath or evacuation are not included in the standard insurance package. The client pays for cleaning separately according to the price list of the wash or STO.