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    COVID-19 Update

Keeping our customers, drivers and employees safe has always been our priority and that’s more important than ever now. Therefore we’d like to keep you updated on what Tusker are doing to support our drivers and employees and also update you on the effect COVID-19 has had on Tusker and you.

Our team are working both remotely and in the office to continue to provide ‘business as usual’ as much as possible. Our response times to email and calls may still be slightly longer so please be patient with us. If you are classed as a key worker, please let us know so we can prioritise you wherever possible.

Here is some guidance to cover some of the key FAQs:

Are car manufacturer factories closed?

Factories continue to open in line with the Government advice. With most manufacturer’s being closed since March and only recently reopened, we are expecting to see a production backlog and so lead times are likely to be extended on most factory build vehicles.

Are all car dealerships closed?

The dealer network re-opened from the 1st June in line with Government guidelines. We are seeing a gradual increase in dealerships processing new orders and arranging contactless deliveries. Due to the period of lockdown, this may mean some extended lead times for certain cars.

As I’m sure you’ll understand, we’ll be prioritising orders, deliveries and collections for key workers.

I have a Tusker car

If you are currently in a Tusker car, you can still contact us in the usual way through our driver line, by email or by logging onto the website and using some of our self-serve services. For any questions, please remember to refer to your driver guide or to look through the comprehensive FAQs on our website.

What happens if I breakdown?

The RAC have confirmed that their roadside service is operating as normal. Their response times may be slightly longer as their priority for rescue will be the key workers highlighted by the government. For more information about how they’re protecting the well-being of their employees and customers, please click here.

What happens if I need a replacement tyre?

Our replacement tyres are with Kwik Fit whose network remains open and available for business. Their response to COVID-19 can be found here.

My car is due an MOT – can I still book it in to a garage?

The Government has announced that all MOTs due after 30th March will get an automatic 6 month extension so there is no need to arrange to go to a test centre if you don’t feel it’s safe to do so. However, you can still continue to have your MOT completed should you wish, simply contact the Tusker booking team in the normal way. If not, Tusker will contact you nearer the time to advise you to get your MOT booked in.

Can I still book my car in for a repair or service?

Our service and repair network remains operational to keep our drivers safe and mobile with more garages re-opening on a daily basis. Some garages however are restricting certain services such as valeting, collection and delivery so we would kindly ask that if your car is due into a garage for any emergency repairs or service, you clean your car beforehand wherever possible.

In some instances booking and working capacities may be affected so depending on what is required, it may take longer for repairs to take place, or to get parts for any repairs. Our Maintenance Controllers will keep you updated with progress along the way.

My car is due to be collected – will this still go ahead due to COVID-19?

We are still able to arrange collections although they will now be contactless. There may be some cases where we need to delay a collection due to COVID-19 but if you are affected by this, our team will contact you.

What happens if I have an accident?

Our accident management company, FMG are working remotely to support you and the majority of our repair network remains open. It may mean that any parts required may take longer to source and therefore your car may need to stay in the garage for a longer period. Please check here for the latest updates.

My Tusker car is on order

Unless a car is ordered from stock, we do expect to see delivery delays with the cars we have on order depending on what stage they are in the order process.

The closure of car manufacturer factories means there will now be a delay to the build slot that would have originally been allocated to cars. If your car had already been built before lockdown, there may be a small delay with the dealer arranging to get the car transported back to them and then arranging the delivery to you. Timing for this will vary depending on the manufacturer and dealership but we are keeping in regular contact with our supply chain and we will keep you updated through the ‘My Car’ section under your account and via email.

If you have a Tesla on order, we don’t envisage any delays with delivery as they have continued to deliver throughout lockdown.

When your car is ready to be delivered, a contactless delivery to you will be arranged to ensure safety at all times. We would then ask you to inspect your car and contact us within 48 hours if there are any issues with the condition of the car.

For drivers who are replacing their current Tusker car, there will likely be instances where we’re unable to deliver your old car and collect your new car on the same day (depending on the dealership) but the collection will be arranged as soon as possible after the delivery.

I want to place a new order

You can still order a car through our online system but if choosing a car built to order, please note that there will extended lead times. If you need a car quickly, please visit the cars on our stock page. We’ve been working hard with all of our manufacturers and dealers to secure larger volumes of stock cars in order to help employees ordering a Tusker car, to take delivery of their vehicle more quickly.

If you need any help or advice on placing an order or what car to choose you can contact our Employee Engagement team by emailing EETeam@ss4c.com or by phone on 0333 400 7431.

Do you still have stock cars available?

Yes, we now have more stock cars available than ever. You can view these on our ‘Cars in stock / arriving soon’ page on the driver portal. We’ve managed to pre-order a number of vehicles so while they may not be immediately available, you can pre-order for a date in the near future.

For more information

If you have any further queries please do not hesitate to contact us on 0333 400 2020 or by email at customerservices@ss4c.com.

Ffoniwch ni: 0333 400 2020

Os ydych chi eisiau cymorth i gyflwyno archeb neu eisoes yn gyrru un o’n ceir ni.

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Your main account details are held by your benefits provider and as such we are unable to recover your login details. Please log in through your benefits provider site to access the Tusker online driver site.

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