Good Motoring Magazine
GEM at your service
By GEM Motoring Assist
Aug 13, 2007, 11:20

Breakdown help when you need it

GEM Motoring Assist’s recovery service is quite simply the best value breakdown policy you can buy. We thought we would find out a little bit more about why it’s so good – and how GEM keeps the price so low

Ronan Hart is in charge of GEM’s 24-hour operations centre. Whenever one of the operators takes a call from a GEM member, he or she can find their details quickly via the GEM membership number they give us. The membership is then validated by a quick check of their postcode or a name search.

Ronan Hart explains the need for prompt action. “We are equipped with all the latest technology. Our computers have screens where we put the location of any breakdown and take as much information as possible from the customer about the breakdown,” he says.  “In this way the operator can provide relevant information for the breakdown crew, so that they can do their best to ensure a member’s roadside problem is put right promptly.”

Pinpointing the exact location of a breakdown is, of course, vital to ensure help arrives as quickly as possible. Ronan says his operators always ask customers where they are, but the nature of the business means people unfortunately do not always pick familiar places to break down! “If they are on a motorway, then we would ask them for the number of the nearest emergency telephone.  Some members have GPS devices which means they can often use the information these devices provide to tell us their exact longitude and latitude. From that data we can of course pinpoint someone very accurately indeed!”

Of course, no two days are ever the same in the world of breakdown and recovery. Bad weather conditions can bring more calls, though the peak time for call-outs is a Monday morning. “Mondays seem to bring lots of problems,” admits Ronan. “In most cases a flat battery is the cause, brought on by things like interior light being left on over the weekend and the car not being used.

“On Fridays there is a lesser peak, with more traffic as people go home for the weekend.  School holidays are another time cars usually used for short journeys find a longer one too much and expire.”

Flat batteries, then, are the most common cause for a call-out. The GEM operators refer to this as ‘dead on key’, and according to Roland it covers a multitude of sins. “If the engine is cranking over, the problem could be trouble with the engine management system, fuel or ignition issues.  The GEM operators are adept at recognising if the customer is mechanically minded. but their training comes into its own when dealing with the majority of members who may not know a lot about what has gone wrong!”

“Funnily enough, problems of days gone by such as broken fan belts and burst radiator hoses seem to bring much less trouble nowadays.”

GEM’s recovery service operates using a network of organisations located all over the country. The priority, in every case, is to ensure help reaches the member as quickly as possible. “The recovery operator located nearest the breakdown location will get first refusal, as this ensures the fastest response,” explains Ronan.

Of course, not all calls relate to flat batteries or engine management systems. “A lady rang in to say there was a strange orange fluid seeping out from behind the dashboard,” says Ronan, a smile on his face. “This was understandably causing some consternation for the member. We discussed the situation at the operations centre and came to the conclusion that it must be a stray leakage of coolant somewhere.

“When our representative arrived, the first thing he did was to open the glove box. He found the culprit immediately.  A half-open bottle of orange fizzy drink with the lid not properly secured!”

The GEM operations centre is staffed by people with high levels of customer relations experience, gained in retail or general customer service backgrounds. The age range is wide, but all operators are car users. “In fact,” says Ronan, “It’s not unknown for one of our operators to call us with a breakdown request. That’s at least testament to the quality of service we provide. They know – as I hope all members know – that we will do everything possible to ensure a friendly and speedy service.”

Find out more!

If you don’t already have GEM’s great value recovery insurance, then why not sign up. You know you’ll be in safe hands.

Q How long has GEM offered breakdown cover?

A We started the breakdown operation in 1978.

Q Do you cover me or my car?

A We cover you as the member if you are personally driving any qualifying vehicle or are travelling as a passenger in a qualifying vehicle owned by you.

Q  What is a qualifying vehicle?

A  A qualifying vehicle means a private car, a car-derived van or a motorcycle. Caravans and small trailers also qualify if they’re attached at the time of breakdown. Additionally some motorhomes are also covered.

Q  What is Recovery RECLAIM?

A Designed to provide comprehensive cover at the lowest possible cost, our “pay-and-reclaim” option involves you paying the attending garage when assistance or recovery has been completed.  You then reclaim this cost and any travel or accommodation charges as appropriate, from GEM Motoring Assist.  Reclaim forms are available from GEM or downloadable from our website. We always do our best to reimburse you very quickly. See Mrs Scott’s letter on this page!

Q  Is there an age limit on vehicles covered under the scheme?

A No.

Q  How quickly will I get assistance?

A We will arrange for one of our 1400 selected recovery operators, who have more than 6000 vehicles between them, to reach you as soon as possible.  Our average response time is between 30 and 40 minutes.

Q I have a friend who’s looking for breakdown cover. Is there any incentive for me to recommend GEM to her?

A Yes. When your friend signs up, you will each receive a £10 Marks & Spencer voucher as a token of GEM’s thanks.

A member writes

Dear GEM,

I want to thank your organization for settling my claim so swiftly and fully. I have been a member of GEM for more than 40 years and luckily never had to call on your services before, but I was extremely impressed by your helpful staff and prompt action.

Mrs F Scott, Tilehurst

Go for it!