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We know how stressful it can be when your vehicle breaks down, especially if you don't have any breakdown cover.

What to do if you have broken down

If your car breaks down, it can be a hazardous situation, especially on a motorway. Remember, the hard shoulder is strictly for emergencies—not for making calls, stretching your legs, or taking a toilet break. If your vehicle breaks down, follow these steps to stay safe while you wait for us to arrive.

1. Make sure you are in a safe place

Move Off the Road if Possible

If safe, move your vehicle off the road, watching out for soft verges.
On a conventional motorway, if you can’t reach the next exit, pull onto the hard shoulder. Stop as far left as possible with your wheels turned to the left

Breaking Down on a Smart Motorway

If you can reach an Emergency Refuge Area (ERA) or exit slip road:

Park within the marked area in the ERA, usually aligned with the emergency telephone, so assistance can park safely near you.
Once your vehicle is fixed, contact the Regional Control Centre using the emergency telephone before leaving the ERA to ensure the lane is closed for you.
Do not leave the ERA until National Highways or your breakdown provider confirms it is safe.

If you cannot reach an ERA or slip road:

Switch on your hazard lights and position your vehicle as far left as safely possible, leaving room to open the left-hand door.
In poor visibility (dark or foggy conditions), keep your sidelights on alongside your hazard lights.
Call 999 for assistance.

Leaving the Vehicle Safely

Exit the vehicle only if you’re sure it is safe, using the left-hand door
Stand well clear of the car and traffic—preferably behind a barrier (if available) on the embankment or verge, upstream of oncoming traffic.
Be cautious of soft or uneven ground on the grass verge.

National Highways Assistance

Once National Highways moves your vehicle to a safe location, contact your breakdown provider and update them with your current location.

Important Reminders

Keep any animals inside the vehicle.

2. Put on a Reflective Jacket

If you have a high-visibility jacket, wear it to make yourself more visible to other road users.

3. Positioning a Warning Triangle

On a motorway, it’s unsafe to use a warning triangle—do not attempt to place one.
On other roads, if it’s safe to do so, place a warning triangle at least 45 meters (50 yards) behind your vehicle to alert other drivers.

Contacting Us for Assistance

Follow these simple steps to get assistance:

Visit our Customer Portal: Navigate to portal.onecallinsurance.co.uk.
Click on ‘Breakdown’: This will take you to our online breakdown reporting tool.
Fill in Your Details: Complete the form with the information.
Submit Your Request: After submitting the form, you’ll receive a confirmation and updates via text or email.
Wait Safely: Stay in a safe location while our team works to get help to you as quickly as possible.

Staying Safe in Vulnerable Situations

If You Have a Disability

Stay in your vehicle with your seatbelt on.
Turn on your hazard warning lights.
Call us for assistance, or dial 999 if you’re in immediate danger.

If You Feel at Risk from Another Person

Return to your vehicle through the left-hand door and lock all the doors.
Leave the vehicle again as soon as you feel it’s safe to do so.

If You Can’t Reach the Hard Shoulder

If your vehicle is stuck in a live motorway lane, remain inside unless you are absolutely sure it’s safe to exit.
Switch on your hazard lights, keep your seatbelt fastened, and call emergency services immediately.