If you have arranged your own insurance and/or maintenance, please contact your provider directly about arranging mobility.
How to let us know about mobility support
If you require support keeping mobile while your car is off the road it’s important you tell our partners when raising the claim, reporting the breakdown, or booking your vehicle for repairs. If they have a courtesy car available they should provide you with one. If they don’t, please contact us and we’ll do what we can to support.
Are courtesy cars always available?
Please note that courtesy and hire cars are subject to availability. If you require a vehicle with a minimum number of seats please let our partners know when you raise the request. Our commitment is to work with our partners to keep you mobile while we aim to return your car to you as quickly as possible.
What type of replacement car can I expect?
We understand you love driving an EV, and we aim to provide you with a replacement car, ideally an electric one. While our goal is to keep you in an EV, the specific courtesy or hire car we can offer will depend on what's available from our third-party partners. Sometimes, due to limited supply, a petrol, diesel or hybrid replacement might be provided.
Please note that while we're not contractually obligated to provide replacement vehicles, we'll always do our best to keep you on the road. For more comprehensive details, please refer to your driver handbook and our terms and conditions.
How quickly can I get a courtesy or a hire car?
It depends. Sometimes, it can take a little longer to organise your alternative transport due to availability or scheduling.
We aim to organise these within 48 hours (excluding weekends) where possible. In cases where this takes longer, we offer Uber credit and cover for taxis or public transport where needed.
Uber credits
If appropriate, we'll offer you Uber credit to cover short-term mobility needs when your car is at a drop-off appointment or if you'll be without your car for less than 72 hours. You can request credit by speaking to our customer service team via email or on 020 3389 5959.
Before receiving your replacement car
Any additional drivers listed on your Octopus EV insurance policy are also covered to drive your courtesy or hire car.
When you take delivery of a hire car, please check the vehicle carefully for any existing damage with the delivery driver during both delivery and collection. We recommend taking photos of any damage on the vehicle upon receipt.
Looking after your courtesy car
You'll be responsible for all charging and/or fuel costs for your replacement car. Please look after your courtesy car as if it is your own. Each partner will have their own T&Cs around mileage charges and conditions of driving.
What if I have an accident in my replacement car?
If you're involved in an accident while driving your courtesy or hire car, please notify us immediately on 0203 3222601 so we can help you.
Returning your courtesy car
If you have a courtesy car from one of our partners, they should arrange collection with you when the repairs for your own car are finished.
If you have a courtesy car from OEV, once your EV has been repaired, please notify us on 0203 3222601 or by email at [email protected] to arrange collection of your replacement car.
Please note that daily hire charges may apply from the point the replacement vehicle is no longer needed.
You must ensure you're available for the scheduled collection time. We usually provide an 8-hour window, and failed collection attempts may result in additional charges.
You'll be liable for any damage or theft that may occur if you choose to leave the car keys in a designated 'safe place' for collection.
We're always here to help. If your car is off-road and you're unsure what to do, please don't hesitate to contact our customer service team for support.
For more detailed information about our alternative transport provisions, please refer to our terms and conditions.