For the many journeys in life
Issue with your vehicle?
Had an accident or a vehicle theft?
If you don’t have Accident Management or Total Care cover, here’s what you need to do
Accidents
Your insurer will need to calculate whether or not it’s cost-effective to repair the vehicle, or whether it will be deemed a total loss.
To do this, your insurer may request a written-down value (WDV) for the vehicle. The WDV is the amount required to clear outstanding finance against the vehicle.
You can request a WDV by emailing our Total Loss team totalloss@contracthire.hyundai.co.uk who will issue this to you and your insurer, and confirm how to settle your Hyundai Contract Hire account.
For more information about what happens if your vehicle is deemed a Total Loss, see – “What happens if the vehicle is deemed a Total Loss?”.
Vehicle theft
If the vehicle has been stolen, as well as providing your insurance company and Hyundai Contract Hire with details of the incident, you’ll also need to provide the Crime Reference number.
Important: In line with your hire agreement and our Data Protection Notice (DPN), we can liaise directly with your insurer. This includes sharing personal data for carrying out contractual transactions. For more information, please see our Data Protection notice.
How will you contact me?
We will mainly contact you by email unless you tell us otherwise, but it’s important to ensure all your details are up to date. We’ll need to communicate with you throughout the settlement process, so if your details have changed, or you’re not receiving emails from us, please let us know by emailing customer@contracthire.hyundai.co.uk.
What happens if my vehicle is repaired?
If your insurer decides to repair the vehicle, please let our Total Loss team know as soon as possible, by emailing totalloss@contracthire.hyundai.co.uk.
It’s important that all repairs are completed to a professional standard to avoid charges when you return your vehicle at the end of the contract. Full details of exactly what is and what is not acceptable can be found online here.
What happens if the vehicle is written off or deemed a Total Loss?
If your vehicle is written off or declared a Total Loss, you will need to notify our Total Loss team, by emailing totalloss@contracthire.hyundai.co.uk.
Your monthly payments continue until the lease is terminated (i.e. when Hyundai Contract Hire receives the settlement funds). So ask your insurer to issue the funds to us as soon as possible.
At termination, we’ll check your account for any outstanding debits and credits and these will be processed within 30 days of the termination date.
Sometimes there is a shortfall (for example, if the insurer has deducted the excess amount from the total). It’s important to be aware that if we receive less than the written-down value, we will bill you for the outstanding amount.
As detailed in your contract, Total Loss vehicles also incur an Early Termination admin fee of £25+ VAT, which will appear on your final invoice.
All the above is outlined in our terms and conditions.
How do I pay the settlement, in the case of a Total Loss?
The settlement payment must be issued to Arval UK as the vehicle owner, using the account details shown below. Please pay using BACS or CHAPS and remember to include the vehicle registration as the payment reference to prevent delays.
You’ll also need to let us know where you would like the V5 certificate to be sent, once the funds have been received and the hire agreement has ended.
How can I check that the settlement payment has been made?
Please email our Total Loss Team (totalloss@contracthire.hyundai.co.uk) with the following information:
- Your name
- Your Hyundai Contract Hire account number
- Your vehicle registration
- Your insurer’s name
- Settlement payment date
- Amount paid
- Reference used when making payment
How do I request financial clearance on an Hyundai Contract Hire vehicle once the lease settlement has been paid?
If an HPI finance marker is still showing against the vehicle after the lease has been terminated, please email remarketing.team@contracthire.hyundai.co.uk.
If the funds have not cleared and the lease is still active, the team will be unable to clear the finance marker.
How do I request a vehicle summary?
We cannot release the original V5 for a vehicle until the funds have been received and the lease terminated. If you need a Vehicle Summary in the interim, please email remarketing.team@contracthire.hyundai.co.uk.
What can I do if the insurer declines my claim?
Please email our Total Loss team to discuss your options - totalloss@contracthire.hyundai.co.uk.
What if I need another vehicle?
We understand the importance of staying mobile and we’d love to try and help. If you ordered your vehicle directly from Hyundai Contract Hire , please email renewals@contracthire.hyundai.co.uk and the team will be happy to explain your options.
How do I register the vehicle as off the road (SORN)
For further information on registering a vehicle as off the road (SORN) please contact our fleet admin team by emailing fleetadministration@contracthire.hyundai.co.uk.
What if I have another question about the Total Loss process?
Please contact our Total Loss Team who will be happy to help - totalloss@contracthire.hyundai.co.uk.
Need more help?
Contact our friendly customer service team.
If you’re a company vehicle driver, please contact your Account Manager.