Established in 1998, Call Assist launched its rescue services in 1999. In 2009 it worked out that it were a brand behind the brands, so it decided to launch its own direct proposition – Start Rescue, in 2009.
More recently, in 2019, it purchased a company called GEM (the Guild of Experienced Motorists), where it has a membership, and publication called Good Motoring. So, Call Assist is fully embedded into road safety, and breakdowns. However, it only started officially doing direct fleet business last year.
When asked about fleet business so far, MD Lee Puffett says: “We’re behind a lot of broker networks, and we have had a lot of fleets onboard with them for 25 years. So, we’re already servicing varied fleets of ICE and EVs.
“We’re noticing that range anxiety has gone really – I think for everybody. Now some EVs can travel up to 300 miles on a charge, it’s all gone. The most important thing for fleets is to ensure that we can get the vehicle back on the road as soon as possible. It is all very well talking a good game, but if an EV runs out of charge, it’s important to get a flatbed out to them that can carry a 2.5-tonne vehicle quite easily. Then get it straight to a charging point, or to a place where it can be repaired. Our approach to this is working well.
“You’ve also got to listen to the fleet manager and understand what they’re saying. They know where they want their vehicle taken, because they’ve got a policy in place – they know how they need to reduce their downtime, and they come up with a solution. At the end of the day, we’re helping them with their fleet. So, we work in conjunction with them.
“The other element with EV breakdowns and recoveries in fleet, is knowing that VROs (Vehicle Recovery Operatives) have the correct insurance cover, and ensuring the stowage is correct. With an electric vehicle, it’s very important that if it’s taken into stowage, that the stowage is suitable.
“When an EV catches fire, it’s like a machine gun going off – because the battery explodes. We work quite closely with the Department for Transport, and the police as well when talking about stowage – to make sure the vehicle is safe, and that it can be used again when repaired – rather than it going up in smoke.
“Damaged EVs must have a big exclusion zone – if you can imagine three car parking spaces each side – and nothing can encroach on that zone to make sure that it’s safe. There are a lot of other recovery operators that are building safe stowage to keep damaged EVs, using interlocking concrete blocks to take up less storage space, and this is all at a cost. We’re also looking at additional fleet facilities, as we’re always looking at the next stage for the fleet operator.”
The importance of education
Puffett believes the biggest problem with fleets and EVs, is with the education of their drivers. He says: “Fleet operators need to make sure that their drivers know what they’re driving, and that they read the manual! We produced statistics on ICE and EV vehicles, and 23.7% of breakdowns relate to being dead on key for EVs, whereas it’s 29.7% for ICE vehicles.
“The biggest factor is the 12V battery. A lot of people don’t even realise that EVs have one! You’ve got to learn all about an EV! I think the manufacturers have done an amazing job bringing out all these different models in a relatively short space of time, but they haven’t really thought about the user at the end of the day. And how much they might be inconvenienced when things go wrong and if they do, they may have an understanding of how to correct them quickly.”
According to Puffett, full UK cover has been the most popular with fleets. He says: “It is the same with domestic cover too. We have a cover level called three-star, that’s the most popular one.
“If you’re a fleet owner, it’s better not to compromise – local cover isn’t enough. National cover is needed for trips over 10 miles. Just to ensure that if it can’t be repaired locally, it can be taken back to the driver’s home, or the business base, and dealt with accordingly. National cover avoids all possible complications if a vehicle needs a lengthy tow, but consumers are used to having local cover and prefer to consider it as an option for their needs.”
Puffett goes on to tell me that they’ve been looking at adding cyber cover for their rescue customers. He says: “This is because cybercrime is becoming a problem with cars, now. We must download apps to upgrade the latest generation of cars, we’re hearing stories about aftermarket parts that have chips in them. If that chip is rogue, it could take out the data from the vehicle!
“It is something we’re looking into adding to our policies, it’s quite big in the insurance market now – because it’s affecting so many people, either personally or through vehicles. I think a lot of businesses want a helpline, so if anything happens, they can phone up and get some advice about what to do immediately. I think it would be a policy they could upgrade to, which will protect them and give them advice if they’re ever a victim.
“We’ve always been working in the fleet market – even before we started Start Rescue. We’re trying to come up with something different for the fleet owner, that’s not involved in the manufacturer’s package, or the fleet company’s package. It is early days for our direct offering, but we’re quite pleased with what we’re already offering and the sales we are already achieving.”
