Welcome to the Auxillis Online Service

Need any help?

Auxillis Limited is registered in England No. 2948256. Registered Office: Pinesgate, Lower Bristol Road, Bath, BA2 3DP. VAT Registration No 682207047

Where can I find my case number?

In the subject line of the email that we have recently sent you, or in the top left hand corner of any written correspondence that you have received from us.
Why can't I log in?

Please check the details you have entered are exactly the same as those provided to us over the telephone and ensure you also have the following information readily available:

- Your Auxillis claim reference number;*
- Your date of birth, entered in the correct format as shown below;**
- Your postcode;
- Your vehicle registration number, entered without spaces between characters***

* Please ensure your 8-digit reference is typed directly into the field (not copied and pasted)
** Please ensure your date of birth is entered in the correct date format (dd/mm/yyyy) e.g. 01/01/1900
*** This is your vehicle registration and not the hire vehicle registration

If you still encounter difficulties, please contact us on 0344 6000 127 for further assistance.
Why do I have to agree to the terms and conditions?

We need your agreement prior to us arranging services to ensure that you fully understand the services being provided and your own obligations. If you have been offered credit hire or credit repair services it is not possible to recover these unless you have first entered into a contract to take the services of Auxillis Services Limited.
What is the Group Credit Protection Policy?

So long as you comply with the terms and conditions of this policy and your contract with Auxillis Services Limited, this policy protects you from having to repay the hire and / or repair costs in the unlikely event that they are not recovered from the responsible party. The policy is independently underwritten. A summary of the Group Credit Protection Policy is stored in the My Documents section of this online service.

The policy requires you to give reasonable assistance in the recovery of hire and / or repair charges and this could mean attending court to assist in recovering your losses so you may be contacted at a later date for additional information or documentation if required.
Why Auxillis Limited and Auxillis Services Limited?

Auxillis Limited manages the claims process.

Auxillis Services Limited provide the replacement vehicles and fund the credit repair and hire services, where applicable.
Can I re-size the documents?

Yes, to make the documents larger or smaller simply click on the Zoom In or Zoom Out icons above the document.

You also have the option of viewing them on the full screen by clicking on the Full Screen icon above the document. Exit Full Screen will then take you back to normal view.
What if I'm unable to agree/submit the documents?

Some older browsers might have issues with this site, try updating the browser or using a different browsers to view the site.

To agree the document you'll need to read it first, either by scrolling to the bottom, or clicking the 'Read Document' button on a mobile device. You'll also need to click the tick box with the acceptance statement. The 'Accept' button will be enabled for you to agree the document.
What does obligation to pay mean?
This means that you are ultimately responsible for the payment of the charges due to Auxillis Services Limited for their services; BUT
- if you use the credit hire or credit repair services you only pay if the charges are not recovered from the at fault driver or his insurers, and the loss is not covered by the Group Credit Protection Policy;
- if your hire vehicle is arranged under your replacement vehicle policy or the insurer for the party at fault has agreed to pay for the hire you are only responsible for the hire charges if you stay in the vehicle for longer than the authorised period.
In addition, if you hire a vehicle from Auxillis Services Limited, you are responsible for payment of certain other charges in certain circumstances, such as for fuel used, returning the vehicle with insufficient fuel, for an excess if the hire vehicle is damaged, and for internal cleaning if the hire vehicle is returned in a poor condition. You must also pay any fines, penalties, road tolls, impound charges, congestion charges or other charges relating to the manner in which the hire vehicle is used. Fuller details of these charges are set out in the hire contract.
Why do I need a password to get into the site, and what does it have to contain?

A password system was introduced to ensure that your details and information continue to be as secure as possible.

In order to gain access you will need a password, but you can set one yourself. If you click on the 'Forgotten Password' link, an email will be sent to you to redirect you to the 'Set Password' screen, where you can choose a password for you to use each time you log in.

All passwords must contain a combination of alphanumeric and special characters - at least two of three from: letters, numbers and special characters (+, =, !, ?, £, &, *, $ etc...). An example could be password1, password£, password*, £152, $36985 etc. It should be at least 8 characters long.

We do not keep a record of this password, but if you happen to forget it, you can reset it as many times as you wish, just by clicking on the 'Forgotten Password' link.
Is my internet browser compatible?

If the combination of browser, version and platform appears on the list below, then it should be ok.

Browser Version Platform
Internet Explorer 10 Windows
Internet Explorer 11 Windows
Firefox Latest version Windows
Chrome Latest version Windows
Safari 7.0 Mac OSX
Safari iOS Latest version iOS
Chrome Latest version Android
Android Internet App Latest version Android
Can I use my smart phone to view and accept documents?

The site is optimised to work on a mobile device, you can use your smart phone to download, read and accept the documents.
Why are you asking for my payment details?

We require a valid payment card to pay for charges included in your vehicle hire agreement. Your card will also be used to pay for any items such as parking or speeding fines, road usage charges and damage to the vehicle incurred whilst you are responsible for the hire vehicle.
How much will I be charged?

Where the payment relates to charges we discussed with you during your discussions with our adviser these are shown on the agreement. For infringements such as parking or speeding fines, road usage charges or damage to the vehicle, the charges will depend on the amount of the penalty, road usage charge or the level of damage sustained.
I am unable to submit my details, what should I do?

If you experience any issues whilst trying to submit your details, please try refreshing the page and re-enter your information. Alternatively, please request a call back where one of our advisors will be happy to assist.
Why can't I click the LOGIN button?

If you are using an unsupported browser, you may find you are unable to login. Currently, the Auxillis Online Service does not support Internet Explorer. If you are using this browser, please use an alternative.
Who will my hire car be insured by?

Your car Hire Vehicle will be insured by your car insurance provider at the time of the accident.
What is replacement vehicle hire?

Replacement vehicle hire is a hire Auxillis provide under the terms and condition of your insurance policy or for any replacement vehicle product you have purchased with your insurance policy.
How long will my hire be?

Your hire length is determined by the terms and conditions of your insurance policy. Please refer to your insurer or policy documents should you require further information.
What type of car will I get?

Depending on the product you have purchased alongside your insurance policy, you will receive a standard size car or a car of similar size to your own.
Can I change my delivery/collection date?

Yes, however, if you wish to do so within 24 hours of your scheduled delivery please call the local delivery branch you have been dealing with. Outside of 24 hours you are able to change delivery and collection dates via the service centre.
Can I add a secondary driver?

Policy holder and named drivers on your insurance policy are covered to drive the hire car.To add additional drivers please contact your insurance provider to update your policy details.
If I need the vehicle for a longer period of time than agreed what do I do?

If you have a need for to extend the hire beyond the terms outlined in your policy, please contact your insurance provider to advise on next steps. You will be liable for any hire charges beyond the hire term which is covered by you policy entitlement.
What if I need to speak to Auxillis?

Please use the callback function within the 'Need Any Help' box or the details can be found in your introduction letter/email.
Where can I get hire branch details?

Details of the hire branch relating to your hire can be found in the service center tab once your instruction has been created.
I don't know my Booking in Date.

If you are unaware of your booking in date please select 'no' when asked if you have been given one from your repairer and continue the self-serve process and submit the necessary agreements. Upon completion of your documents you will have the ability to login at a later date and provide your booking in date. In most cases we will receive an update from your insurer, if we receive a date before you have contacted us our branch will get in touch to arrange delivery and there will be no need for you to update the customer portal.
Why do I have to provide my Date of Birth?

We ask for date of birth for insurance purposes and is a legal requirement for us to do so.
My vehicle is undriveable, what should I do?

If your vehicle is undriveable, once you have completed and submitted your documents, we’ll contact you to arrange delivery of your replacement vehicle as soon as possible
My vehicle is driveable, what should I do?

If your vehicle is currently driveable:

- If you have advised us of the date that your vehicle has been booked in for repairs we’ll contact you to provide the replacement vehicle to coincide with this once you have agreed and submitted your documents

- If you haven’t agreed a booking in date with the repairers yet, please come back to the portal to enter the date once you have agreed it, if your insurer or the repairer provide the date to us in the meantime we will update this for you and arrange the replacement vehicle to coincide with this – you will then receive an email to confirm this has been done

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