Covid-19 update

March 26, 2020

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 customers and also update you on the potential effect the COVID-19 could have on Tusker and you. We are monitoring the situation daily and maintaining regular contact with our suppliers and will continue to update this page with new developments.

Our team are all working remotely to continue to provide ‘business as usual’ as much as possible. However this does mean that our response times to email and calls may be slightly longer. Please be patient with us and 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

I have a car with Tusker

If you are currently in a Tusker car, you can still contact us in the usual way but please bear will us as our response time are slightly slower due to no longer working in the office. Please also check which services Tusker provide to ensure you get the correct information from the relevant supplier.

What happens if I breakdown?

Although everyone is being advised to stay at home as much as possible, the RAC have confirmed that their roadside service is operating as normal.

If your breakdown cover is provided by Tusker it’s important to note that response times may be slightly longer as the 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 service is provided by Kwik Fit and currently, where possible, their sites remain open. Their response to COVID-19 can be found here. If your vehicle has a maintenance package where Tusker provide replacement tyres please follow the usual process to book a replacement tyre.

What happens if I have an accident?

Our accident management company, FMG are working remotely to support you. A number of repairers have closed but the majority remain 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. If you have the accident management service with us, please check here for the latest updates https://fmg.co.uk/Covid-19

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. 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?

Repairers are able to stay open following Government guidelines but some of the repairers in our network are choosing to close. If you have a maintenance package with Tusker, we would ask that only critical repairs are requested to allow us to keep our drivers as safe as possible.

We will also only be able to arrange servicing if your car needs an immediate service. Some garages are also 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.

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

A number of our vehicle collections may need to be re-arranged due to the recent Government announcements and restrictions. If you are affected by this a member of our team will contact you.

 

My Tusker car is on order

If you already have a car on order there may be delays in getting your car delivered to you, this is due to major manufacturers and dealerships temporarily closing in accordance with the recent Government announcement. We are contacting them all for updates so please bear with us.

You can login to your Tusker account and visit the ‘My Car’ section at any time, this will be updated as and when we receive updates from manufacturers.

Will my new car be delayed due to COVID-19?

As major car manufacturers have announced the temporary closure of their factories and dealerships are now temporarily closing due to the recent Government announcement this will cause a delay in getting cars delivered to you until the Government lock down period has been removed.

My car is due to be delivered, can that still happen?

Even if your new car has been built or is in stock, there will be a delay in delivering it as the car dealership network has had to temporarily suspend the majority of our vehicle deliveries until the current Government lock down period has ended If your delivery is imminent and going to be delayed, we will contact you to discuss your options.

 

I want to place a new order

If you’re planning on placing an order with us, you can still do so online. If you need any support then please email our remote team at customerservices@tuskerdirect.com

Will lead times change due to COVID-19?

Although our ordering site does show expected lead times, due to a number of manufacturer factory closures, there may be a slight delay in addition to the lead time shown. We’ll update drivers on any delays once we’ve placed the order and are able to get more information from the relevant manufacturer.

For more information

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

 

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By submitting the request information button, you agree to our privacy policy and are happy with us sending you relevant material about our Car Benefit Schemes.

You can, of course, opt out of communications at any time!

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By submitting the request information button, you agree to our privacy policy and are happy with us sending you relevant material about our Car Benefit Schemes.

You can, of course, opt out of communications at any time!