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Frequently asked questions Arval and the coronavirus

 

Update 15/05/2020

On Friday, April 24, 2020, the National Security Council announced that companies may restart their B2B activities as of May 4, 2020. Consult our FAQ regularly for more information.

Do you have questions, problems or remarks about your lease car or about scheduling a maintenance, tyre change or repair?

The frequently asked questions and answers below will inform you about the influence of the measures taken by the National Security Council on the delivery and use of your lease car. Is your question not listed or is the answer not clear?

  • Are you a driver? Please contact Arval Driver Care on 02 240 01 88. This can be done every working day from 8 am to 5.30 pm (on Fridays until 5 pm).
  • Are you a customer? Do you have questions about your contract or would you like other information? Call your account manager on 02 240 01 99. This is possible every working day from 8 am to 5.30 pm (on Fridays until 5 pm).

Thank you in advance for your understanding.

  • TECHNICAL REPAIR OR MAINTENANCE

    MY CAR IS IN FOR A TECHNICAL REPAIR OR MAINTENANCE AT THE DEALER. CAN I PICK IT UP?

    Our authorised dealers provide a minimum service with priority for police and health care providers. Maintenance and/or technical repairs are only possible under certain conditions and especially in the context of essential journeys. Do you need your car for essential journeys? Then please contact your dealer. He will examine whether it is already possible to repair or maintain your car. Taking into account the guidelines of the Security Council, the dealers will restart their activities for B2B on the 4th of May.

    Contact Arval Driver Care by telephone on 02 240 01 88 or by e-mail at drivercare.be@arval.be if necessary.

    THE TECHNICAL REPAIR OR MAINTENANCE OF MY CAR WAS CANCELLED OR MOVED DUE TO THE MEASURES. WHAT NOW?

    Most dealers have already cancelled or rescheduled scheduled appointments and agreed mobility solutions. Arval has also sent a message to all drivers who had scheduled their appointments through Arval Driver Care to inform them of the changed situation.

    Taking into account the guidelines of the Security Council, the dealers will restart their activities for B2B on the 4th of May.

    Contact Arval Driver Care by telephone on 02 240 01 88 or by e-mail at drivercare.be@arval.be if necessary.

    MY CAR NEEDS A TECHNICAL REPAIR OR MAINTENANCE IN THE COMING WEEKS. WHAT NOW?

    Having your car checked and maintained in due time is very important.

    Our authorised dealers provide a minimum service with priority for police and health care providers. Maintenance and/or technical repairs are only possible under certain conditions and especially in the context of essential journeys. Do you need your car for essential journeys? Then please contact your dealer to see if you can already pick up your car.

    Taking into account the guidelines of the Security Council, the dealers will restart their activities for B2B on the 4th of May. Contact your dealer directly to schedule a service or repair. As soon as there is more insight into the new guidelines and the adapted organisation of our dealers, we will include this here in our FAQ.

    Attention! Do warning lights appear on your dashboard? Stop your car and first consult the user manual. If this indicates that it is impossible to continue driving, contact Arval Assistance on 02 245 73 72. 

    I ALREADY HAVE AN APPOINTMENT FOR A TECHNICAL REPAIR OR MAINTENANCE OF MY CAR IN THE COMING WEEKS. CAN THE APPOINTMENT GO AHEAD OR DO I HAVE TO CANCEL IT?

    Due to the rapidly changing situation, we advise you to contact your repairer for more information on how they have organised themselves and what services they still offer. Our authorised repairers provide minimum service with priority for the police and health care providers. Only crucial repairs will still be scheduled. In this exceptional situation, we will of course show understanding if you have to postpone your appointment. We advise you to reschedule this appointment as soon as the situation returns to normal.

    Taking into account the guidelines of the Security Council, the dealers will restart their activities for B2B on the 4th of May.

    Contact Arval Driver Care by telephone on 02 240 01 88 or by e-mail at drivercare.be@arval.be if necessary.

    WILL I BE OFFERED A MOBILITY SOLUTION DURING MY MAINTENANCE OR REPAIR?

    Under normal circumstances, Arval provides a free mobility solution (pit stop, replacement vehicles or pickup and drop off service) when you schedule your maintenance or repair via Arval Driver Care. During this exceptional time, the pickup and drop off service is not available as this creates extra difficulties for our suppliers.

    We can still offer you a replacement vehicle, depending on our (contractual) agreements.

    For more information, please contact Arval Driver Care on 02 240 01 88 or by e-mail at drivercare.be@arval.be.

  • BODY REPAIR

    WHAT SHOULD I DO IN THE EVENT OF AN ACCIDENT OR DAMAGE IN THE COMING WEEKS?

    As from 11 May, our authorised dealers will resume their activities. They work by appointment only and apply the safety regulations of the National Security Council (social distancing, regular hand washing, disinfection...) meticulously.

    Due to the exceptional situation, it is not always possible to provide a pick-up service. Are you bringing your car in for repairs? Then do not leave any personal belongings behind. After the repair, the necessary precautions will be taken. Please respect the regulations above in the interest of everyone's health.

    You can still report a claim via Arval Driver Care on 02 240 01 88 or by e-mail at drivercare.be@arval.be. Our staff will start a report.

    In case of an accident with immobilization, Arval Assistance will help you. Call them on 02 245 73 72.

    MY CAR IS STILL IN BODY REPAIR. IS IT STILL GOING TO BE REPAIRED?

    As from 11 May, our authorised dealers will resume their activities. At first, they will work on the cars that were still in repair or on assignments that were awarded in previous weeks. Please note that they depend on the availability of spare parts. They will meticulously apply the safety regulations of the National Security Council (social distancing, regular hand washing, disinfection...).

    Are you bringing your car in for repairs? Then do not leave any personal belongings behind. After the repair, the necessary precautions will be taken. Please respect the regulations above in the interest of everyone's health.

    For more information, please contact the dealer concerned.

    Contact Arval Driver Care by telephone on 02 240 01 88 or by e-mail at drivercare.be@arval.be if necessary.

    Was your appointment cancelled? Then it will be rescheduled.

  • TYRES

    I WANT TO MAKE AN APPOINTMENT FOR MY TIRE CHANGES. IS THIS POSSIBLE?

    Changing winter tyres to summer tyres is allowed again.

    Please take into account the adaptation of the way of working in the tyre centres. This may cause a delay. Contact your tyre dealer to check the appointment possibilities. Attention: this is not a complete restart of the tyre centres.

    Tyre transfers are possible again. Arval will carry out the requested tyre transfers as soon as possible, as long as the tyre centres concerned are open. As usual, we will keep you informed as soon as the tyres arrive at their requested destination.

    Check your tyre pressure after a long period of downtime. If your car has been stationary for a long time and you start driving it again, a tyre pressure message may appear on the dashboard. As a precaution, check the tyre pressure regularly, as recommended by the manufacturer to prevent a loss of pressure during the period that your vehicle is stationary. Sometimes ‘flat spots’ occur on the small parts of the tyres touching the surface, and crushed by the entire weight of the car that they support. These 'flat spots' can cause vibrations that disappear when you start driving again.

  • DELIVERY OF NEW CARS

    WHEN CAN I PICK UP MY NEW CAR?

    Since 4 May, Arval has been delivering new cars again, taking into account the imposed safety regulations. You or your fleet manager will be notified when you can pick up the car. Delivery to your home or office is not possible as this creates extra difficulties for our suppliers.

    Contact Arval Driver Care by telephone on 02 240 01 88 or by e-mail at drivercare.be@arval.be if necessary.

    IS THE PREVIOUSLY COMMUNICATED DELIVERY DATE OF MY NEW CAR CORRECT?

    Most car manufacturers were closed for a while and some are still not open. This affects the delivery date. We will communicate the new delivery date as soon as possible.

    I HAVE TO ORDER A NEW CAR. IS THAT POSSIBLE?

    Most car dealers have largely resumed their activities. Delivery times for new cars are likely to be longer than normal due to delays throughout the entire automotive sector. It is not possible to cancel an order (free of charge) for the reason "delay in delivery".

    Please transfer your order to your account manager. We will look into the possibilities and give you feedback as soon as possible.

  • DELIVERY OF BIKES

    I HAVE TO ORDER A NEW BIKE. IS THAT POSSIBLE?

    The bike distributors are making the necessary preparations to restart their activities as soon as possible. You can transfer your order to your account manager. We will then look into the possibilities and give you feedback as soon as possible.

  • CAR BREAKDOWN

    IF I HAVE TO TAKE MY CAR AND I HAVE A BREAKDOWN OR GET INVOLVED IN AN ACCIDENT, WILL ARVAL ASSISTANCE HELP ME?

    Yes, Arval Assistance (02 245 73 72) is prepared for different scenarios and continues to provide its services as far as possible. Take into account the hygiene measures: keep a distance, do not shake hands and disinfect contact surfaces.

  • CAR INSPECTION

    MY CAR HAS TO GO TO THE CAR INSPECTION IN THE NEXT FEW WEEKS. WHAT NOW?

    Currently, the measures related to COVID-19 and technical inspections are different in Flanders, Wallonia and Brussels.

    Flanders
    Since Monday 20 April 2020, almost all inspection activities in the inspection stations can take place again. This is only possible after making an appointment.

    Vehicles that had to go to the inspection between 13 March and 3 June have an extended validity until 4 November 2020. So there is no rush to have your vehicle inspected immediately.

    Consult https://www.gocavlaanderen.be/nl/p/autokeuring for the latest information, in Dutch.

    Wallonia
    Autosécurité reports that all green inspection certificates which have expired on 1 March 2020 or later will be automatically extended by 6 months.

    Some inspection stations have been partially reopened. Consult https://www.autosecurite.be/news/informations-coronavirus/ for the latest information, in French or German.

    Brussels

    The inspection centres in Brussels are reopening with strict sanitary and safety measures. The technical inspections are currently carried out by appointment only, without exception.

    For inspection certificates that have expired since 1 March 2020, the validity will exceptionally be extended by 6 months. For example, an inspection certificate that expired on 15 April 2020 will remain valid until 14 October 2020.

    For the time being, no periodic inspections will be carried out. Periodic inspections of vehicles of category M1 (passenger vehicles) and N1 (light goods), re-inspections of green certificates valid for 3 months and inspections after an accident will be resumed later.

    We will keep you informed if and when the situation changes via this page.

    Consult https://www.autocontrole.be/nl/nieuws/corona-de-technische-keuring-heropent-op-maandag-4-mei-enkel-op-afspraak for the latest information, in Dutch.

  • GLASS

    WHAT SHOULD I DO IF I HAVE A DAMAGED WINDSCREEN IN THE NEXT FEW WEEKS?

    As from 11 May, our authorised glass dealers will resume their activities. They work by appointment only and apply the safety regulations of the National Security Council (social distancing, regular hand washing, disinfection...) meticulously.

    Due to the exceptional situation, it is not always possible to provide a pick-up service. Are you bringing your car in for repairs? Then do not leave any personal belongings behind. After the repair, the necessary precautions will be taken. Please respect the above regulations in the interest of everyone's health.

    If you have already made an appointment, it will be rescheduled as soon as the situation returns to normal.

    If necessary, you can always contact Arval Driver Care on 02 240 01 88 or by e-mail at drivercare.be@arval.be.

  • REPLACEMENT VEHICLE

    I'M CURRENTLY DRIVING A REPLACEMENT VEHICLE, I CAN'T DISPOSE OF MY LEASE CAR BECAUSE THE REPAIR HASN'T BEEN DONE YET OR THE REPAIRER IS CLOSED. WHAT NOW?

     

    If a replacement vehicle is included in your lease contract, you can continue to drive it until you are notified that you can pick up your lease car again. In case you no longer need the replacement car, you can contact Arval Driver Care on 02 240 01 88 or by e-mail at drivercare.be@arval.be so that we can arrange the pick-up of the replacement vehicle. If a replacement vehicle is not included in your lease contract, we advise you to contact your employer to check whether you may continue to use the replacement vehicle.

     

    I NEED A REPLACEMENT CAR DUE TO A BREAKDOWN OR ACCIDENT. WHAT NOW?

    Arval Assistance (02 245 73 72) is prepared for various scenarios and continues to provide its services as far as possible, including providing a replacement vehicle in the event of immobilisation.

  • E-SOLUTIONS

    WILL I BE REIMBURSED FOR THE CONSUMPTION OF MY ELECTRICITY FOR MY CHARGING STATION AT HOME, TAKING INTO ACCOUNT THE CURRENT SITUATION?

    Yes, it will. The sales and support teams of our charging station supplier will continue to work remotely and monitor the work in progress.

    AFTER THE INSTALLATION OF MY CHARGING STATION AT HOME, MY ELECTRICITY WILL HAVE TO BE RECHECKED. IS THIS POSSIBLE?

    Technical approvals for private installations were gradually resumed on 4 May.

    I ORDERED A CHARGING STATION. IS IT STILL GOING TE BE INSTALLED?

    The production of charging stations was temporarily interrupted. This was resumed on 4 May and stocks are being replenished. If you have already accepted the commercial offer on the delivery and installation of the charging station, our supplier expects to be able to carry out the installation Mid-June.

    Have you not yet received the offer or sent the acceptance? Then the standard period of 3 months after receipt of the signed purchase order by Arval applies.

    I ORDERED A KEYCHAIN / CHARGING CARD. IS IT STILL BEING SHIPPED?

    Yes, our partner is gradually resuming activity. If your charging card has already been ordered, you will receive it in the next few days.

  • MID-TERM RENTAL

    CAN I HAVE A TEMPORARY CAR DELIVERED OR PICKED UP?

    Yes, this is still possible until further notice. Arval Mid Term Rental still provides deliveries and pick-ups of temporary cars taking into account the regulations and guidelines of the National Security Council.

    IS IT SAFE TO RENT A TEMPORARY CAR?

    Yes, every car is thoroughly cleaned inside and outside before delivery. In the current situation even more attention is paid to the interior than before. Our drivers also take the necessary precautions as provided by the regulations and guidelines of the National Security Council.

    For more information, please read the precautions we will be taking.

    CAN I STILL CHOOSE ANY CATEGORY OF TEMPORARY CARS THAT YOU OFFER?

    Yes, we can supply all categories. Arval has more than 2,000 cars in its own Mid Term Rental fleet. And if necessary, we can also contact our partners.

    Only the choice of fuel can be more limited.

    IS THE QUALITY OF THE CARS DELIVERED GUARANTEED?

    Yes, it is. Your safety is crucial to us. We do not deliver cars with technical problems or that require maintenance. However, a car may have minor non-repaired damage upon delivery. This will then be clearly indicated on the delivery document..

  • END OF CONTRACT

    MY CAR IS END OF CONTRACT. CAN I RETURN IT?

    Transports and inspections have been resumed, taking into account the necessary precautions.

    Did you already have an appointment planned for the return of your car? We will contact you to reschedule the appointment.

    Returning your car to Arval's office is currently not possible.

    Do you have any questions or comments? Call or send an e-mail to your account manager.

     

    SHOULD MY CAR THAT IS END OF CONTRACT BE DELIVERED ON SUMMER TYRES?

    Under normal circumstances we ask you to hand in your car at the end of your contract on summer tyres in the period from April 1 to September 30. Given the circumstances, we will temporarily allow cars to be returned on winter tyres until July 1, 2020. No additional costs will be charged during this period, so you do not have to make an appointment for the change.

  • VANS

    CAN I PLACE A PLEXIGLASS PARTITION IN MY VAN BETWEEN THE DRIVER AND THE PASSENGER?

    Fixed or removable screens ensure that two employees can safely sit in the same van. However, the installation of these screens is subject to specific legislation.  Please contact your account manager for more information.