FAQs – Pivotal

FAQs

Joining

Simply sign up on the website and our sales team will follow-up. We will check that you are eligible for our insurance and meet our terms and conditions - then all you need to do is place your order, have your vehicle delivered, and drive!

Pivotal is designed to make motoring flexible and hassle-free - it literally puts you in the driver's seat.

After the initial 3-month commitment*, you can change tiers, swap your vehicle within a tier, or pause. We will bring you a fresh vehicle after 6 months, but if you are switching within a tier, or upgrading or downgrading before that 6-month vehicle refresh, there will be a standard vehicle switch charge. See our Charges Schedule.

* 3-month minimum commitment applies to each vehicle change

It can take 3-5 working days to complete the eligibility process. 

A vehicle can be available within 48 hours in emergency cases for active customers. Typically it takes 7-10 days to deliver after onboarding has been completed, depending on vehicle availability. 

Yes, there is a one-time joining fee of £550 inc VAT.

You must be over 30 years of age;

  • Have proof of no insurance claims for a minimum of two (2) years;
  • No previous motor insurance cancelled or declined;
  • Have held a full UK or EU Driving Licence for at least two (2) years; 
  • Have no more than 6 points arising out of minor convictions on your driving licence;
  • Have no major convictions endorsed on your driving licence; and
  • Not have any unspent motoring convictions.
  • No active County Court Judgements (CCJ’s)
  • Meet our affordability criteria/checks

We reserve the right to refuse anyone access to join the subscription service who does not meet our eligibility, suitability, or affordability criteria.

The Pivotal all-inclusive package provides fully-comprehensive insurance for the main driver and 1 additional named driver, with the exception of those who are classed as living in ‘High Risk’ postcode areas.

If you live within any of these postal code prefix areas, you MUST provide your own fully comprehensive insurance.

These ‘High Risk’ postal code prefix areas are identified as:

London – E/EC/N/NW/SE/SW/W/WC, Birmingham – B1-B23, Blackburn - BB, Bradford – BD, Bolton – BL, Croydon – CR, Harrow – HA, Ilford – IG, Liverpool – L1-L8, Manchester – M1-M20, Romford – RM, Twickenham – TW and Uxbridge – UB

For more information about the insurance that we offer, please see our summary of insurance eligibility and key insurance policy facts.

The minimum contract period is 3 calendar months. After this time you can pause your subscription at any time by providing us 14 days notice. 

If you wish to pause your subscription, then please use our Pause Request Form.

If you wish to cancel your membership altogether, then you can request to have your personal data deleted by using the Pause Request Form above and adding that in the "Any other matters" section of the form. Please note, if you cancel your membership altogether and we delete your personal data, you will be required to pay another joining fee if you wish to rejoin the service at a later date.

Pivotal is Jaguar Land Rover's monthly subscription service that gives you access to a range of Jaguar and Land Rover vehicles. We can take care of everything for you: insurance, tax, and servicing.

There are three stages to our eligibility checks:

  1. Identity Verification via HooYu - requires a picture of your Driving licence, a selfie, and a proof of address dated in the last 6 months (bank statement, utility bill, etc)
  2. Affordability assessment via open banking on the main account holder (individual or business). Open Banking provides a secure way to electronically share your financial records with us.
  3. Driving history - a  DVLA check will require you to provide us with access to check your details using the following link: DVLA.

The monthly fee provides for a fully maintained and taxed vehicle with all the protection you require, which includes the manufacturer warranty alongside Jaguar and Land Rover Roadside Assistance. 

For customers on our insurance package, we provide fully comprehensive insurance covering you and 1 additional named driver for personal use and foreign travel within Europe. 

The mileage allowance is 1500 miles/month. Mileage can roll on to the next month, but the average monthly mileage will be calculated at each vehicle change. 

You will also receive a fresh car every 6 months; all of our vehicles are of a premium specification and less than 12 months old.

Pivotal is currently serving customers on mainland Britain, but a delivery charge may apply for certain areas. We are always working to expand our coverage, so please do get in touch if you would be interested in having Pivotal in your area.

Payments

Other than the joining fee and subscription fee, you may also be subject to other charges and fees.

You may be charged for damage outside of our fair wear and tear policy, see our Charges Schedule.

Yes, all the prices shown on our website are inclusive of VAT.

You are responsible for paying the Congestion Charge. The easiest and cheapest way to pay is by setting up Auto Pay.

If you are subscribing an EV or PHEV, then we are happy to make the application for you at your request and would cover the cost of the application. Congestion charge exemption depends on the CO2 emissions of the vehicle and therefore not all PHEV’s are eligible for this.

The minimum contract period is 3 calendar months, however there is a cooling-off period of 14 days after the delivery of your first vehicle. 

After this, if you wish to pause or cancel your membership you will need to provide us with 14 days notice. Just get in touch by sending the Pause Request form to [email protected]

We will collect your joining fee as soon as you are ready to place your order. Your first month's subscription payment will be taken 48 hours before the day of vehicle delivery. Monthly subscriptions will then be taken on the same date subsequent each month. All payments are subject to a 14-day cooling-off period.  

E.g. You join Pivotal on 2nd May. Your car is delivered on the 16th of May. Each subsequent monthly subscription payment will be due on the 16th of each future month.

If you need advice dealing with payments, please read our Free Independent Help & Advice sheet.

Vehicles

Not all of the vehicles are brand new, but every vehicle in the Pivotal fleet will be up to 12 months old. Our Jaguar and Land Rover approved vehicles are fully maintained and under warranty.

You will have a mileage limit of 1,500 miles per month. Excess mileage fees will be charged at the point of vehicle switch every 6 months if incurred. A schedule of charges is available here Charges Schedule. Also, mileage is accumulative so do not worry if you do not use your full mileage allowance, the first month can be carried on into the next within a given vehicle.

Pivotal is a concierge service where the car will be delivered to you and a full handover provided to ensure that you get the best driving experience from day one.

No, we do not currently offer this, but all of our vehicles come with a guaranteed level of premium specification interior trim. If you’d like to use your own internal accessories in a vehicle, for example, a child seat, that is absolutely fine.

For insurance and recoverability reasons, we only provide customers with one key per vehicle.

In the event of the master key being lost, Pivotal will collect your vehicle and provide you with a temporary vehicle. Your vehicle will be returned to us, where a new key module will be fitted and two (2) new keys programmed. On completion of this process, your vehicle will be returned to you, again only with the master key and the spare being securely held by us. We do this to ensure the safety and security of our current and future customers. 

You will incur a charge for the work detailed above, so it is important that you make every effort not to lose your key.

We will supply you with a confirmation of your Pivotal order which will meet the criteria for the OLEV grant. Please note, this will require a minimum subscription period increase from 90 days to 6 months to be eligible.

Unfortunately, this is not a service that Pivotal provides. You would need to visit your local dealership to schedule a test drive and then return to Pivotal to come sign up.

Pivotal vehicles cannot be used to carry passengers for a fee, i.e hire and reward for driving lessons, to tow or push any vehicle, trailer or other object, without our written permission for racing, pace-making, or to test the vehicle’s reliability, performance or speed off roads or on roads unsuitable for the vehicle. The vehicle cannot be used to transport illegal or dangerous substances or materials. 

Additionally, in taking a vehicle you agree to use the vehicle legally and safely in accordance with road traffic laws, regulations, and manufacturer recommendations.

Trailers are covered by our fully-comprehensive insurance providing they are being towed in accordance with the law (you must abide by the vehicle specification which can be found in the handbook). Our insurance does not cover disabled, mechanically-propelled vehicles being towed for reward (i.e. you may not tow another vehicle for reward) and does not cover any loss or damage to property being carried in - or on - a trailer.

You can request to stay in the vehicle if you are enjoying it; however, we reserve the right to switch the vehicle in order to check the health of the vehicle or to de-fleet the vehicle.

Yes! We aim to supply plug-in options for the majority of our models but these may have limited numbers, so please get in touch for more details on availability.

No, we do not provide any accessories. Internal accessories will have to be sourced personally. Please speak to the Pivotal team for advice and sourcing options.

If you would like to switch your vehicle, just get in touch and we can organise this for you. We will switch your vehicle every 6 months automatically, but you are able to switch sooner if you want, for an additional charge of £250.

There is a standard test that is used to assess the range of all electric vehicles to allow comparisons to be made. In this lab test, the I-PACE is quoted as achieving 292 miles on a single charge. In real world conditions it can be a little different depending on the weather conditions, the type of journey (urban or motorway), and your driving style.

Yes, all vehicles come standard with Jaguar and Land Rover roadside assistance, which also provides coverage for EU travel. Details can be found here for Jaguar and here for Land Rover.

The Jaguar I-PACE is currently one of the highest specification electric vehicles on the market, in terms of its interior quality and electric features.

It has a massive 90 kWh battery giving 292 miles of real-world range. It’s also able to charge at a minimum of 7kW AC (perfect for overnight home charging) and 100 kW DC (perfect for rapid charging on the go). You can find more information on charging the I-PACE here.

Our business hours of operation are from 9:00 am to 5:00 pm, Monday to Friday. 

New customer deliveries are made each week from Monday-Friday.

For breakdown and accidents, we operate a 24-hour telephone service.

At Pivotal we have worked closely with our partners to minimise the risk to both our customers and our employees as we continue to operate safely during COVID-19 / Coronavirus. We have ensured that every stage of our process is in line with the latest government guidance. This includes the frequent use of sanitisation products and protective equipment as our vehicles are inspected, serviced, valeted, and delivered.

Our new contactless delivery process allows correct social distancing to be maintained throughout, giving our customers and our delivery team peace of mind.

Please refer to our Complaints procedure for more information about filing a complaint:

https://www.drivepivotal.com/complaints

The minimum term length is 3 months. This applies to each vehicle delivery, including vehicle exchange deliveries.

If you wish to leave the service before then, you will be charged for the full 3 months. We require 14 days' notice for the cancellation of the subscription to be able to organise the collection of the vehicle.

The return of the vehicle will be organised for you. One of our drivers will come to collect the vehicle on a convenient date within our business hours. You must remove all personal belongings prior to return. 

The vehicle will be inspected together with you prior to departure. If there is not a suitable location to perform the inspection on-site, then the driver will inspect the vehicle at a nearby fuel station. 

The following checks will be performed:

  • Interior and exterior damage.
  • Mileage
  • Fuel/Charge Level (must be at 1/4 minimum)
  • Missing Equipment

If fuel is required, the vehicle will immediately be taken to the closest fuel station to refill. 

After the inspection, if any additional charges are due, we will notify you directly. Please see our Charges Schedule for more info.

Our team will deliver the vehicle to your address during our business hours. A member of the Pivotal team will bring the vehicle and will complete a handover to you. They will run through the operation of the vehicle and will be available to answer any questions that you may have.

To get the digital owner's manual for your vehicle, simply download the Jaguar or Land Rover iGuide app.

We have a guaranteed minimum for each model which of course differs from model to model. We can guarantee that our fleet does not contain the entry level specification for any models.

Our vehicles are to a premium specification and include as a minimum:

  • Satellite Navigation
  • InControl Infotainment
  • Bluetooth Connectivity
  • Cruise Control
  • Heated leather seats
  • All Wheel Drive
  • DAB Radio

Currently, the Jaguar Land Rover brands only supply one all-electric vehicle, the Jaguar I-PACE. This is due to change though.

We will be introducing more electric vehicles to the Pivotal service as they become available within the Jaguar Land Rover Fleet.

Insurance

Yes, you are covered for EU travel. If you do plan on travelling within the EU, we request that you notify us as soon as possible, and no later than 21 days before your planned departure.

For more information on what we require you to do, please see our blog post Travelling within the EU.

No, unfortunately, you are not covered. If you are traveling outside of the EU, then you must notify us by email to [email protected] at least 7 days in advance of your planned travel. We will check the countries you are travelling through and advise you accordingly.

You may take out your own driving insurance separately covering the vehicle, but we will require a copy of the insurance policy and certificate and we have the right to refuse the vehicle being used for travel.

For more information, please see our guide on International Driving.

We do not include the cost of tyres during use. All of our vehicles are provided with either a spare wheel or a temporary puncture repair kit to get you on the road. Please have punctured tyres replaced in a timely fashion to avoid damage to the wheels

Sure, just get in touch and we can send over a copy of the insurance certificate covering your subscription. You will also need a copy of the insurance certificate if you intend to travel outside of the UK.

No, unless you do not meet our insurance company's eligibility requirements (e.g. are classed as living in a ‘High Risk’ postcode area*) then you are required to provide your own fully-comprehensive cover.

* London – E/EC/N/NW/SE/SW/W/WC, Birmingham – B1-B23, Blackburn - BB, Bradford – BD, Bolton – BL, Croydon – CR, Harrow – HA, Ilford – IG, Liverpool – L1-L8, Manchester – M1-M20, Romford – RM, Twickenham – TW, and Uxbridge – UB

Please speak to a Pivotal expert to learn more.

Unfortunately, this is not possible, however, we will be able to provide a company footed letter to confirm if any accidents have occurred while you were a member and responsible for our vehicle. 

If you are providing your own insurance due to living in a 'High-Risk" postal code area, then of course this is not an issue.

Pivotal Accident Assistance and Claims Helpline: 0330 018 3489

Say that you are insured through Pivotal by Jaguar and Land Rover and quote policy number FPF408998.

Full details are available here.

The excess amount is £1000. For further details please review our Charges Schedule.

The Pivotal all-inclusive package provides fully-comprehensive insurance for the main driver and 1 additional named driver, with the exception of those who are classed as living in ‘High Risk’ postcode areas.

If you live within any of these postal code prefix areas, you MUST provide your own fully comprehensive insurance.

These ‘High Risk’ postal code prefix areas are identified as:

London – E/EC/N/NW/SE/SW/W/WC, Birmingham – B1-B23, Blackburn - BB, Bradford – BD, Bolton – BL, Croydon – CR, Harrow – HA, Ilford – IG, Liverpool – L1-L8, Manchester – M1-M20, Romford – RM, Twickenham – TW and Uxbridge – UB

For more information about the insurance that we offer, please see our summary of insurance eligibility and key insurance policy facts.