NWVA Supplement

CUSTOMER CENTRIC,
SMARTER SERVICES, GREATER
VALUE: LOWERING COSTS
AND LAUNCHING STOLEN
VEHICLE RECOVERY

WELCOME
Going Up in the World – Welcome to the NWVA Supplement
Welcome to this special supplement celebrating the remarkable journey and
ongoing evolution of Nationwide Assistance Group (NWVA). From humble
beginnings in 2009 with a single recovery truck under the LJ Transportation
banner, to today’s multifaceted operation delivering critical services across the
UK and Europe, NWVA is a shining example of ambition, resilience, and relentless
innovation in the world of recovery and assistance.
At its core, NWVA’s story is one of dedication, to its customers, to the communities
it serves, and to the safety and wellbeing of everyone on the road. In these pages,
you’ll discover how a business founded by Mick and Lisa Jennings in Essex has
grown into a powerful operation. Through acquisitions, strategic partnerships, and a
razor-sharp focus on customer service, NWVA has carved out its reputation as one
of the most trusted names in the recovery and repair industry.
We begin with a conversation with co-founder Mick, as he reflects on their early
challenges, proudest moments, and the enduring values that still underpin the
business today. From there, follow a timeline chronicling NWVA’s impressive growth,
a visual story that charts the rise from local heavy vehicle recovery to becoming a
national and continental recovery and assistance powerhouse.
In this supplement, we also spotlight the innovation and scale behind operations like
Maldon Accident Repair Centre, the company’s 24/7 on-site support services, and
a windscreen division now delivering mobile glass repair across the UK. You’ll learn
how NWVA’s unique blend of roadside recovery, repair, and stolen vehicle tracking,
led by former police professionals, is changing the face of the industry.
Whether supporting West Ham on match day, responding to serious road incidents
alongside emergency services, or rolling out mobile EV charging vans across the UK,
NWVA has never stood still. Instead, it has responded to every new challenge with
determination and ingenuity.
We hope this supplement gives you a deeper understanding of not just NWVA’s
services, but also the values and people that drive them. This is more than a
recovery company, it’s a mission to support, serve and innovate, every day, in every
condition, for every customer.
Enjoy the read.
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CONTENTS
4
6
8
10
12
14
16
18
From Horseboxes To Highways: The Journey Behind
Nationwide Vehicle Assistance’s Rise to Recovery Industry
Leader
Interview with Mick Jennings, Managing Director, NWVA
Nationwide Assistance Group.
Who We Are
A timeline of NWVA Nationwide Assistance Group.
Maldon Accident Repair Centre – part of NWVA Nationwide
Vehicle Assistance
Welcome to Maldon Accident Repair Centre, trusted experts
in vehicle repairs, service, and care.
ADR and NWVA: Driving Safety and Excellence in the
Recovery of Dangerous Goods
Paul Mavin explores how NWVA leads ADR recovery with
expert teams, full compliance, and a firm commitment to
safety across the UK and Europe.
Nationwide Assistance Group - On-Site Solutions
Paul Percival, UK Manager for On-Site Solutions at NWVA
Nationwide Assistance Group, shares how the growing
division is keeping commercial fleets moving with efficient,
mobile repairs and a customer-first approach across the UK
and Europe.
Something Very Radical… A completely new approach to
Stolen Vehicle Recovery
Phil Pentelow introduces NWVA’s innovative Stolen Vehicle
Recovery team, combining police expertise and proactive
tactics to boost recovery rates and ease pressure on UK
police.
Straight To Salvage- NWVA: Streamlining The Salvage
Process
Darren Williams presents NWVA Nationwide Assistance
Group fast, all-in-one salvage service that simplifies vehicle
recovery, cuts costs, and saves time, helping fleets and
insurers get vehicles released and assessed quickly, often
within 48 hours.
NWVA Nationwide Vehicle Assistance Expands 24/7
Specialist Support Across Europe
NWVA boosts its European reach with a new multilingual
centre and expanded network, offering fast, expert recovery
and assistance across all vehicle types.
27
28
Working with the Police and Highways Authorities
Police recoveries run 24/7 for serious incidents. Vehicle
storage faces delays and high costs due to slow owner
contact. Better collaboration and tech can improve
efficiency and reduce delays.
Opportunities as Challenges
With fewer claims and better repairs, NWVA is turning
industry challenges into chances to improve service,
support customers, and boost sustainability.
20
Towing The Line- The Evolution Of Vehicle Recovery In The
Claims Supply Chain
Miles Keeble of NWVA Nationwide Assistance Group explores
how vehicle recovery evolved from chaos to a professional,
customer-first service within the claims supply chain.
22
The Fourth Emergency Service
Joe Bartle highlights how the recovery industry self-regulates
to keep UK roads safe, handling millions of breakdowns
yearly with skilled teams and advanced equipment.
24
Beyond Recovery: Specialist Incident Response in Action
Showcasing our team’s expertise in tackling diverse, complex
incident recoveries safely and efficiently.
NWVA Supplement 3

From Horseboxes To
Highways: The Journey
Behind Nationwide Vehicle
Assistance’s Rise to Recovery
Industry Leader
From humble beginnings in horse
transportation to becoming a £50
million nationwide enterprise, we sat
down with Mick Jennings, Managing
Director of Nationwide Vehicle
Assistance (NWVA), to discover how
a family-run passion grew into one of
the UK’s leading vehicle recovery and
claims management companies. The
journey has been fuelled by industry
expertise, strategic expansion and a
steadfast commitment to customer
service.
QHow did you become involved in the world of
vehicle recovery?
ALisa has always loved horses and was very
experienced in show jumping and working with
horses in general. I had extensive experience in all
aspects of transportation, so we decided to combine our
two passions and set up a business focused specifically on
safe and secure horse transportation. LJ Transportation
was therefore launched in 2009.
QHow did transporting horses develop into a fullblown
recovery company?
APrior to our launch in 2009, I already had over
20 years of experience in vehicle recovery. I was
also involved in 7-day manufacturer drive-away
insurance cover, which required me to become familiar
with accident claims management and the wider claims
industry. At the time, there was a clear weak spot in the
supply chain. The recovery industry had, at best, what
I would describe as an acrimonious relationship with
insurers.
Having identified an opportunity and drawing on my years
of experience and knowledge, I decided we could offer a
much more collaborative solution. In 2010, we launched
a dedicated vehicle assistance company that would work
with insurers and manufacturers, recognising that each
had different needs. The goal was to drive better financial
outcomes and significantly improve customer service.
Nationwide Assistance Group Limited was born in 2010.
QWould you say this was quite a gamble on your
part, with no guarantee of success?
AWe have always been confident in our own abilities
and, frankly, had nothing to lose by starting out
on the journey. The sleepless nights came later, as
success brought its own challenges and, of course, costs.
In the beginning, it was just us and our children covering
everything from handling initial instructions to going out
and recovering vehicles. As we began to grow, we set up
a small office in Latchingdon and started to recruit local
talent.
At that point, we realised we would need to reinvest
every penny into growing the business if we wanted it
to succeed. It was ten years before we drew our first
salary. Fast forward 15 years and, from that small office
in Latchingdon with a turnover just above zero, we now
operate from 16 depots, including one in the Netherlands
and, most recently, a multilingual call centre in Alicante,
Spain. Our turnover now stands at £50 million and we
continue to grow our core business, adding specialist
services that support our original goal of helping
customers control costs while providing enhanced
customer service.
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QWhat have been the most significant challenges
in achieving growth while enhancing customer
service?
ADuring the course of our journey, we recognised
the need for specialist expertise to expand our
specialist services. We began by recruiting a highly
experienced motor claims professional who had worked
for many years as a Claims Director. On the sales side, we
brought in another expert in claims, procurement, and
supply chain management. Their combined experience
in motor claims has helped the entire business better
understand and meet the expectations of our insurer
clients, enabling us to develop unique and flexible
solutions tailored to varied vehicle portfolios.
As the business evolved from a family-run operation, we
recognised the need for a more corporate structure. We
began to recruit highly skilled professionals to manage
our back-office functions, including a CFO, compliance
and risk managers, HR, fleet, IT, and recruitment
specialists, to name just a few.
Over the last 15 years, we have acquired and integrated
11 businesses into our group. The management team
has tackled challenges such as TUPE, salary alignment,
working hours, pay rates and many other issues that come
with integrating different organisations. We could not
have done this without a strong support team, and they
have done a sterling job for us.
gradually takes on responsibility for the group’s day-to-day
operations.
We run a fleet of over 200 vehicles, and our fleet manager
is actively exploring ways to reduce our carbon footprint.
Many of our vehicles already run on alternative, less
harmful fuels, and we expect most of the fleet to be close
to carbon neutral in the coming months.
Our newest division is our Stolen Vehicle Recovery unit,
which was developed in response to feedback from our
customers, agents and the police regarding frustrations
with how stolen and recovered vehicles are handled.
We have recruited three former police officers into this
division. Two of them specialise in the location and
identification of stolen vehicles, while the third is an expert
in recovery and police contract work. It is essential that we
have a robust and compliant process in place for this type
of work.
We also have a few more innovations and ideas in the
pipeline. Once they are ready, I will be happy to share them
with you.
Mick Jennings,
CEO
NWVA Nationwide Assistance Group
QWhat lies ahead for NWVA?
AIn the past 12 months, we have appointed a
Group Managing Director who brings extensive
experience in the assistance sector across
Europe. He speaks eight languages, fortunately including
English, and is now working closely with the family as he
NWVA Supplement 5

Who We Are
2009
LJ Transporatation
2011
Nationwide Assistance
Group Founded
2010
Nationwide
Chemical Assistance
2012-2022
11 Different Vehicle
Recovery Companies
acquired
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2020
Nationwide
assistance Group BV
Netherlands
2022
Maldon Accident Repair
Centre Acquired Maldon Car
Body
2024
Alicante Office
NWVA S.L.
2021
Nationwide Holdings
Limited Parent Company
2023
Stolenvehiclerecovery.co.uk
NWVA Supplement 7

Maldon
Accident
Repair Centre
Part of NWVA
Assistance Group
Nationwide
At Maldon Accident Repair Centre, we
understand how disruptive a vehicle accident or
unexpected repair can be. That’s why we’ve built
our reputation on providing high-quality, reliable
repair services that help customers get back on
the road quickly and safely. We offer a complete
range of services—from accident and cosmetic
repairs to specialist work on electric and hybrid
vehicles—designed to take the stress out of
motoring mishaps.
Our technicians are fully trained and use the
latest tools and diagnostic equipment to ensure
precise, safe repairs every time. Whether it’s
bodywork, paint matching, or structural repair, we
follow strict manufacturer standards to restore
vehicles to the pre-accident condition—or better.
Once repairs are complete, we carry out a
thorough quality inspection, clean the vehicle,
and then arrange to deliver it back to you.
A Wide Range of Services
At Maldon Accident Repair Centre, we offer much
more than just crash repairs. Our complete range
of services includes:
Accident & Cosmetic Repairs – From small
scratches and dents to full bodywork restoration.
Electric & Hybrid Vehicle Repairs – Trained
technicians handle high-voltage systems safely
and professionally.
Commercial Vehicle & Motorhome Repairs – We
can accommodate large vehicles with expert care
and precision.
ADAS Calibration – Advanced driver
assistance systems (like lane keeping and
emergency braking) calibrated to manufacturer
specifications.
Four-Wheel Alignment – Ensuring optimal
handling, tyre wear, and fuel efficiency.
Alloy Wheel Refurbishment – Bringing scuffed or
damaged alloys back to life.
Air Conditioning Servicing – Recharge, repair,
and performance testing.
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Tyres & Glass – Replacement and repair services
to keep your vehicle safe and roadworthy.
Courtesy Cars – Available to keep you mobile
while your vehicle is being repaired (subject to
availability).
Equipment
Our bodyshop is equipped with the latest
industry-standard tools and technology to ensure
precision repairs and top-quality results. Key
equipment includes:
• Mig, Tig and Aluminium welders
• Computerised structural alignment equipment
• Advanced paint mixing and colour-matching
technology
• Insurance-Approved & Independent
We work with most major insurers and also
accept private bookings—offering flexibility and
transparency in every case.
• Technically Advanced
Our team stays up to date with the latest industry
standards, especially as electric and hybrid
vehicles become more common.
• Customer-Focused Service
From free estimates to regular progress updates,
we make sure you’re kept in the loop and well
taken care of throughout the repair journey.
• Guaranteed Workmanship
All of our repairs are backed by a guarantee for
your peace of mind.
• 3 climate-controlled commercial spray booths
• Infrared and UV curing systems
• Diagnostic and calibration tools for ADAS and
vehicle electronics
• Plastic repair and refinishing systems
• Dust extraction and clean air filtration systems
This state-of-the-art equipment allows us to work
efficiently and accurately, meeting the exacting
standards of modern vehicle manufacturers.
Why Choose Maldon Accident Repair Centre?
We go beyond basic repair work. Here’s what
sets us apart:
NWVA Supplement 9

ADR and
NWVA:
Driving Safety
and Excellence in
the Recovery of
Dangerous Goods
In the demanding world of international
logistics, the transportation and recovery
of dangerous goods require more than
mere regulatory compliance—it demands
technical expertise, operational precision,
and an unwavering commitment to safety.
At Nationwide Vehicle Assistance (NWVA),
we take pride in setting the benchmark for
professionalism in ADR recovery services
across the UK and Europe.
As an established leader in specialist recovery and
assistance, NWVA combines decades of experience
with a forward-thinking approach, ensuring that
every ADR-related incident is handled with care,
competence, and full compliance.
What is ADR?
ADR refers to the European Agreement concerning
the International Carriage of Dangerous Goods by
Road, first established by the United Nations in
1957. The agreement provides a harmonised legal
framework for the safe cross-border transport of
hazardous materials throughout Europe.
The ADR framework is built around two key annexes:
Annex A – Covers the classification, packaging,
labelling, and documentation of dangerous goods.
Annex B – Outlines vehicle specifications, equipment
requirements, and operational procedures.
Why ADR Matters
The transportation of dangerous goods presents
inherent risks to people, property, the environment,
and infrastructure. ADR plays a critical role in
mitigating these risks by providing clear, enforceable
standards across all participating countries. Without it,
international logistics would be subject to fragmented
regulations, creating operational inefficiencies and
increased safety risks.
Beyond ADR itself, dangerous goods are governed by
additional regulations concerning health and safety,
environmental protection, and occupational risk. ADR
brings structure and clarity to this complex regulatory
environment—making it indispensable for logistics
operators and recovery professionals alike.
NWVA’s Commitment to ADR Excellence
My own journey in this field began in 1988—when
ADR was still widely referred to as “HAZMAT.” Over
the years, while industry practices have evolved, one
thing has remained constant: the critical importance of
expertise, compliance, and vigilance.
For the past seven years, I’ve had the privilege of
serving as the International ADR Manager at NWVA,
where our company-wide approach to ADR is rooted
in safety, integrity, and operational excellence.
At NWVA, we distinguish ourselves through:
• Dedicated ADR Leadership
We maintain a full-time, in-house ADR Manager who
works closely with both clients and recovery teams to
ensure that every incident is managed with precision
and care.
These annexes are regularly updated to reflect new
technologies, safety innovations, and evolving best
practices, ensuring that the industry remains proactive
and aligned with the highest standards.
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• ADR-Qualified Professionals
Several members of our senior and operational teams
hold formal ADR qualifications, ensuring expert
oversight at every level of the organisation.
• In-House DGSA Expertise
NWVA employs a full-time Dangerous Goods Safety
Adviser (DGSA), enabling us to provide immediate
guidance and ensure total compliance across all
recovery operations.
• Specialised Training for Deployment Teams
Every member of our office and deployment staff
receives training in ADR-specific protocols, equipping
them to coordinate and execute complex recoveries
with competence and confidence.
Partner Selection and Quality Assurance
Our high standards don’t end within our own
organisation—they extend to every recovery partner we
engage with:
• Strict Selection Criteria
Partners are vetted through a combination of
qualifications, compliance records, and reputation.
In-person audits are conducted to verify adherence to
ADR vehicle and personnel standards.
This comprehensive approach ensures our clients
receive a consistently safe, compliant, and professional
service—every time.
Conclusion
At NWVA, ADR compliance is not just a requirement—
it’s a core value. It reflects our commitment to safety,
professionalism, and the trust our clients place in us.
With decades of hands-on experience, a full suite of inhouse
expertise, and a culture built around continuous
improvement, NWVA continues to lead the way in the
secure recovery of dangerous goods.
Whether you're a logistics provider, vehicle
manufacturer, or hazardous goods transporter, you
can count on NWVA to deliver safe, compliant, and
seamless recovery services—protecting both your
cargo and your reputation, mile after mile.
Paul Mavin,
National Account Manager
NWVA Nationwide Assistance Group
• Ongoing Documentation & Monitoring
All licenses and certifications are logged, reviewed, and
updated regularly. Any changes are tracked in real time
to ensure full regulatory alignment.
• Client Reporting & Quality Control
All ADR recoveries are reported to our clients through
detailed monthly summaries. Random audits are
conducted to guarantee that only certified ADR
personnel are deployed in the field.
NWVA Supplement 11

NATIONWIDE
ASSISTANCE GROUP
-ON-SITE SOLUTIONS
Having joined Nationwide Assistance Group to head up the
On-Site Solutions team, I was pleasantly surprised to find
that I was joining an expanding company with clear growth
intentions, with on-site repairs and mobility being areas
targeted for development.
On-Site Service is a division of NWVA, operating from
our UK and European call centres. Dedicated teams
of controllers manage jobs suitable for on-site work,
helping keep our commercial customers’ vehicles
in use rather than off the road awaiting workshop
availability for relatively straightforward repairs.
We offer our customers;
• 24/7/365 job acceptance via a dedicated online
portal
• Nationwide Coverage for UK, Ireland and Europe
• Live job updates and communication exchanges
• HGV/LCV/Cars – we have a tailored solution for all
customer requirements
• Detailed management reporting
• Dedicated in-house teams
• Support from our wider group for recovery if
roadside or depot repairs are not possible, so no one
is left stranded
So how does the onsite journey start?
One of our dedicated account managers will make
contact with an interested customer to discuss in
detail the customer’s requirements, fleet information,
operating locations, preference for roadside or depot
assistance, or of course both. This is where we believe
a true working relationship starts, absolute clarity
of customer expectations is key to a positive and
mutually beneficial long term service delivery from
NWVA.
How are jobs booked?
Our customers have access to the NWVA portal
system, it is a very simple tool to use but we do
of course provide training, a user guide, and 24/7
support. We are able to accept new instructions, if
preferred, by API, e-mail, or of course phone calls.
How do you engage and communicate with
customers?
Day-to-day enquiries can be sent directly to the job
via your online access. This is where our On-Site team
provides updates and additional information, giving
you real-time visibility on your jobs. In addition to this,
phone calls and emails are used to ensure consistent
communication. Each client is also assigned dedicated
account managers to handle unresolved issues and to
hold regular meetings, ensuring you receive the best
possible service experience with NWVA.
How do NWVA cover clients work requirements
across the UK, Ireland and Europe?
All of our own technicians have a fully equipped,
dedicated roadside mobile repair van, this allows them
to identify repair and faults easily. All the vans are
equipped with tooling and diagnostics tools as well
as carrying the more commonly used parts to keep
customer vehicles mobile.
We also have our own in-house technicians to
support the on-site team, as well as the wider teams
within NWVA. The technicians have vast experience
across our work requirements and are fully trained to
ensure the highest quality of repairs are completed.
They also follow all H&S, environmental and safety
protocols whilst working on client’s premises. Full risk
assessment of jobs and safe working practices are
important not only for their own safety, but also for
our customers’ obligations.
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We have a partner network of around 1,500 service
points across the UK, Ireland and Europe that we utilise
to ensure work is completed in a timely manner. These
are audited by our network team to ensure compliance
to our commitments and service delivery promises.
What type of vehicles do you cover and typical types
of repairs you carry out?
This is normally driven by the client, but we will
predominately work on minor damage & repairs.
HGV – Mirrors, mirror covers, lights, mudwings, bolted
stays, and bolted body damage can be replaced easily,
providing they are unpainted. This allows us to carry
out same-day repairs, subject to parts availability.
Painting can then be completed at the customer’s
convenience.
HGV Rigids – Safety bars and systems, cameras, lights,
wings, rear lighting boards, and bulkhead damage
can be repaired or replaced, along with floor sections
or full floors, carried out at the client’s operating
centres. This allows us to complete work efficiently
on-site, subject to parts availability, minimising vehicle
downtime.
LGV/LCV – Batteries, wheels, tyres, windscreens, wing
mirrors, rear steps, roof bars, roof lights, and spare
wheel carriers can be replaced quickly and effectively.
These repairs are typically completed on-site the same
day, depending on parts availability.
Cars – All makes are supported, subject to parts
availability. We can replace batteries, wing mirrors, and
carry out minor trim repairs, helping to keep vehicles
mobile with minimal disruption.
Temporary Repairs – When instructed by the client,
we can carry out temporary repairs to keep vehicles
on the road until full repairs can be completed. This
approach helps reduce downtime and control costs for
our customers.
Is the above all mobile on-site repairs?
Yes, all visits are by mobile vehicles, larger repairs that
cannot be done safely roadside are arranged with our
customer and completed at their premises, ensuring
there is a safe working area. This would usually be
done on the same day or within 48 hours
What is your fist visit fix rate?
We are currently achieving 95% or above where the
information provided at the outset is reasonably
accurate.
What is the most important thing in your on-site
experience?
Communication with customers, updates, completing
quality jobs on time, and ensuring our customers are
kept well informed.
Paul Percival,
UK Manager On-Site Solutions
NWVA Nationwide Assistance Group
NWVA Supplement 13

SOMETHING VERY RADICAL…
A COMPLETELY NEW APPROACH
TO STOLEN VEHICLE RECOVERY
The Stolen Vehicle
Recovery division of NWVA
is breaking the mould
and finding innovative
new ways to track down,
identify and recover stolen
vehicles.
Utilising a blend of experience, technology and
NWVA’s extensive network, SVR proactively locates
and recovers stolen vehicles which have been written
off as a total loss.
This is providing a welcome change to the industry
and something completely new, with the added benefit
of easing pressure on the often-overstretched Police
services across the UK.
SVR provides both reactive and proactive services,
offering versatile and efficient solutions allowing
claims to be progressed effectively.
Whether it's a rapid deployment to designated
locations for safeguarding and recovering vehicles,
or processing recoveries through no-win-no-fee
arrangements, companies across the insurance, credit,
hire, and lease sectors are already experiencing the
benefits.
Did you know?...
Almost 80,000 stolen vehicles remain outstanding
from 2023-24 alone.
Latest quarterly motor claims stats break record highs
once again.
Estimated £1.3 Billion worth of stolen vehicles
outstanding from 23-24!
There is no sign of the issue slowing.
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Vehicle theft is at a 15-year record high and with a less
than 40% national stolen vehicle recovery rate, there
is clear and apparent need for new and innovative
approaches.
The SVR management team has over 40 years’ police
experience and track record in this area, meaning you
can rest assured that the deployment process and
those involved are held to the highest standards.
Not only are our operatives uniformed, but they also
drive marked vehicles and carry identification, with
every recovery vehicle deployed by us conforming
to industry standards and operating in line with safe
working practices.
Case Study – Where there’s one, there’s often more!
The team reacted to tracking information for a stolen
BMW – valued in the region of £70,000. The car had
been stolen without keys via relay attack. Location
data was initially provided to Police via OEM fitted
equipment. Police eventually attended but updated the
vehicle wasn’t present.
SVR team members were deployed to conduct a wider
search, locating the vehicle shortly after, displaying
false registration plates. The vehicle was secured and
the recovery arranged - all standard practice so far…
Once the target vehicle had been safely removed, the
team resorted to experience and instinct, setting about
proactively searching for further stolen vehicles. This is
something that, due to pressures and demands, rarely
happens in Policing any more.
Just a few steps away a further stolen vehicle was
located, with another parked alongside it and yet
another opposite!
Those vehicles were swiftly recovered, allowing
the team to further widen the search. The nearby
housing estates were trawled by the team, leading to
a staggering 9 stolen vehicles being recovered in this
one deployment - all from one piece of information!
Q. How will signing up to your no-win-no-fee service
benefit my organisation?
A. Our proactive recoveries locate stolen vehicles that
are otherwise unlikely to be found. These vehicles are
safeguarded and recovered on your behalf with you
being notified as soon as possible. Our services include
a free storage period allowing you time to provide
instruction on your chosen next steps.
Q. How could your reactive services assist?
A. Utilising our three 24hr call centres and dedicated
SVR hotline, we take location information regarding
stolen vehicles and mobilise our nationwide operatives
immediately - giving the best possible chance of
securing assets and their contents before getting them
back to their rightful owners.
Q. Are you looking to replace the Police in recovering
stolen vehicles?
A. Not at all. We seek to ease the pressure on the
already overstretched Police forces across the UK.
Police are updated and notified of all recoveries
processed by SVR, allowing them opportunity to
highlight if they have any interest in the vehicle or if it
is required for investigation.
Q. How are you helping customers be more
environmentally responsible?
A. By recovering outstanding stolen vehicles we reduce
the need for replacements to be produced. Aside from
these benefits, we run our fleet on biofuels as we strive
to operate responsibly as possible ourselves.
If you would like more information on SVR’s offerings
or to sign up to our no-win-no-fee offering, please
contact stolenvehiclerecovery@nwva.co.uk.
Phil Pentelow,
Stolen Vehicle Recovery Manager,
NWVA Nationwide Assistance Group
The choice of the customer to deploy SVR on this
occasion not only located and secured their asset but
lead to a total of £130,000 worth of stolen vehicles
being identified, secured and recovered on behalf of
insurers and victims of theft…
These were cars that had been outstanding stolen for
some time, had claims settled by insurers and unlikely
to have been found if it wasn’t for the actions of SVR!
NWVA Supplement 15

STRAIGHT TO SALVAGE
- NWVA: COLLABORATION
WITH THE UKS LEADING
SALVAGE AGENTS
TO STREAMLINE THE
COLLECTION PROCESS
A Vision for Simplicity and Speed
Our mission is to eliminate the time consuming
and, sometimes, frustrating process securing the
release of vehicles quickly and efficiently from
police storage compounds before they risk being
scrapped. By integrating comprehensive in-house
services, we provide a streamlined experience
that delivers results—often within just 48 hours.
NWVA: Streamlining the salvage
process in the fast-paced world of
vehicle recovery, time and efficiency
are everything. NWVA offers an
innovative salvage solution that
simplifies the recovery of stolen,
impounded, or abandoned vehicles,
providing a seamless, all-in-one
service tailored for fleet operators
and insurance providers.
Nationwide and European Coverage
Leveraging a trusted network of over 1,000
recovery agents across the UK and EU, paired
with deep industry expertise, NWVA can manage
virtually any recovery scenario. We cut through
red tape and jargon to deliver a stress-free
experience.
Additionally, our in-house payment system
facilitates fast and hassle-free settlement of
police fees, reducing delays and administrative
burden for our clients.
End-to-End Service, Exceptional Convenience
Once vehicles are in our possession, we perform
a detailed Audatex assessment using real-time
imaging technology. This allows for precise
valuation and rapid determination of repair vs.
total loss outcomes.
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But our service doesn’t stop there. We actively
challenge police and agency charges to ensure
compliance with statutory fee limits—helping
our customers reduce unnecessary costs. From
vehicle recovery and secure storage to payment
processing and Audatex reporting, NWVA handles
the entire process, freeing fleet managers and
insurers to focus on their core operations.
The Benefits of Our All-in-One Salvage Solution
Loss Prevention: Rapid recovery from police
compounds prevents vehicles from being
scrapped or misplaced.
rapid recovery, fee management and vehicle
assessment – we provide a seamless solution that
saves time, reduces costs and delivers peace of
mind. through every step.
Whether you’re managing a large fleet or
working on behalf of an insurance provider,
NWVA’s all-in-one approach is designed to make
the salvage process faster, easier, and more
efficient than ever before.
Darren Williams,
STS Manager
NWVA Nationwide Assistance Group
Cost Efficiency: Our payment platform and fee
validation process reduce financial exposure.
Time Savings: Most recoveries and assessments
are completed within 48 hours.
Professional Expertise: Our experienced team
delivers reliable, high-quality service.
Peace of Mind: We handle every detail, reducing
stress and complexity for our clients.
Streamlining Vehicle Releases
We believe our all-in-one service consolidates
every aspect of the process—location tracking,
NWVA Supplement 17

NATIONWIDE VEHICLE
ASSISTANCE EXPANDS
24/7 SPECIALIST
SUPPORT ACROSS
EUROPE
With decades of industry experience, NWVA has expanded its 24/7 services
across mainland Europe. Known for delivering professional support to a diverse
client base, including major insurance providers, fleet operators, and vehicle
manufacturers, we continue to set new standards in reliability and service
excellence.
The recent launch of our multilingual contact
centre in Alicante, Spain, combined with an
extensive agent network and cutting-edge
dispatch technology, enables NWVA to
deliver fast, reliable, and expert assistance
anywhere in Europe—at any time.
With access to over 1,000 recovery
agents and more than 25,000 recovery
vehicles across the EU, NWVA offers
tailored solutions for all vehicle types, from
motorcycles to the heaviest HGVs. Our
highly trained teams operate with precision,
professionalism, and an unwavering
commitment to service excellence.
NWVA’s approach is straightforward, we
prioritise saying “yes” first and resolving
issues without delay. Whether it’s handling
complex HGV recoveries or managing crossborder
repatriations, our accredited team
remains ready, responsive, and focused on
delivering results.
Comprehensive, Specialist Services for a
Demanding Market
NWVA’s industry-recognised services
include:
• 24/7 emergency vehicle and travel
assistance across the UK and EU
• Specialist recovery for ADR-certified and
hazardous goods vehicles
• EU-wide vehicle disposal through certified
and licensed facilities
• Chemical spill response and full incident
management
• End-to-end travel support including
hire vehicles, accommodation, taxis, and
passenger repatriation
18 NWVA Supplement

Our clients benefit from:
• A multilingual operations centre staffed by
experienced coordinators
• Real-time communication via SMS and
email updates
• Seamless API integration and detailed
performance reporting
• Personalised account management for
proactive service and transparency
Proven Capability with Pan-European
Coverage
As a full member of the IAG Group and
holder of PAS43 and ISO-9001 certifications,
NWVA is a trusted name in vehicle recovery
and roadside assistance. Our reputation is
built on operational excellence, compliance
with the highest industry standards, and
a genuine commitment to supporting
clients and their customers with care and
professionalism.
With a presence spanning the UK
and Europe, NWVA combines local
responsiveness with international
capability—powered by robust technology,
continuous training, and deep sector
knowledge.
To learn more about NWVA or request
assistance, visit www.nwva.eu or contact:
Mike Kenny, Commercial Director, NWVA
European Assistance
mikek@nwva.eu
+44 7799 897708
Mike Kenny,
Commercial Director,
NWVA Nationwide Assistance Group
NWVA Supplement 19

Towing the line
the evolution of vehicle
recovery in the claims
supply chain
Miles Keeble, Sales and Account Director
at NWVA talks about the evolution of
vehicle recovery as part of the claims
supply chain, from its “wild west”
beginnings to its corporate professionalism
and unrelenting customer focus.
20 NWVA Supplement

QIn terms of the motor claims supply chain, what
did the landscape look like for the recovery
industry 20 years ago?
A
In the prologue you’ve used this phrase, “the
wild west”, that’s what it was like. There was little
communication between recovery companies,
the authorities and insurers. When conversations did
happen, more often than not, they were antagonistic,
and it wasn’t uncommon for discussions to be focused
on spiralling bills and excessive storage periods.
Collaboration was a distant pipe dream.
QSo with that in mind what has been the catalyst
for change since then?
A
I think a recognition that whilst recovery is a
small part of the overall claims journey, there
are two key important factors. Firstly, in the
majority of cases, the recovery driver is the only human
face of the insurance brand that the customer will see.
Secondly, procuring RTA recovery as a specialism,
means control and certainty of costs, a key driver of
course for all insurers.
QHow have NWVA been able to support this
evolution?
A
In the last 15 years NWVA have built a
comprehensive recovery network to ensure
market leading attendance times with the
customer genuinely being at the heart of everything
we do. We have added various types of customer
assistance to compliment this from taxi’s to trains and
overnight hotel accommodation. We provide FNOL out
of hours to ensure customers have a 24/7/365 solution
when they need it most.
Our cost control is achieved through our recovery
expertise and our collaboration with the insurance
supply chain to ensure the vehicle reaches its
destination in the quickest time possible and I guess
most importantly the business has also acquired
insurance knowledge in order to build out solutions that
offer genuine value.
QHow has consumer duty affected your
operational processes?
A
Very little to be honest. Our biggest area of
concern is customer vulnerability and whilst the
new consumer duty piece broadened the type of
customer that fell into this category, its predominately
something we’ve always done. There is an argument to
say that everyone is vulnerable to a degree following an
accident, so the empathy we show to customers reflects
that.
Q
What’s best, subcontracting or fleet ownership?
A
We firmly believe it’s a combination of both.
Owning your own trucks and employing recovery
specialists is a key part of our cost control for
insurers but so is having a substantial network that can
meet the ever-increasing demand on “at scene” times,
whilst limiting the overall mileage and therefore cost.
QWe hear a lot about this word “Collaboration”
in the insurance industry, are NWVA helping to
drive this?
A
Yes, absolutely. This is particularly relevant once
the customer is safe, and the vehicle is in storage.
Vehicles can remain in storage for several days if
processes are not aligned with salvage agents, numerous
journeys can be wasted to repairers that haven’t received
the repair instruction and customers can be left in limbo
when it comes to retrieving personal effects. That’s
why we took the decision to integrate with CAPS and
collaborate with the UK’s biggest repair networks and
salvage agents in order to streamline the release process,
significantly reducing the overall storage period.
QI guess things can go wrong, do you follow the
FCA principles set out for complaints handling?
A
We do, and we are proud of our complaint ratio
which is less than 1%. Combined with our last
reported net promotor score of 76, it reflects the
approach that “our people” have to providing services
to our customers. Things can go wrong, but expectation
management and thinking outside of a standard process
combine to deliver outstanding results.
From humble beginnings, NWVA and the recovery
industry in general find themselves at the forefront
of strategic partnerships assisting insurers with their
commitment to operational resilience as a material
supplier. We’ve come a long way, and as the vehicle parc
changes and customer demands increase, there are some
exciting times to come.
Miles Keeble,
Sales and Account Director,
NWVA Nationwide Assistance Group
NWVA Supplement 21

THE
FOURTH
EMERGENCY
SERVICE
The recovery industry is an
unregulated sector, but it
chooses to self-regulate under
the National Highways Sector
Scheme (NHSS17/17B).
We are exempt from Operator Licensing as well as
European rules on drivers' hours and working time.
Yet, we choose to operate to the same demanding
criteria.
As part of that self-regulation, the independent
vehicle recovery operator network voluntarily trains
over 7,000 roadside staff to an industry standard.
This has now become a prerequisite for the majority
of our insurer, police, and club work providers.
This network of recovery companies attended over
3.5 million breakdown incidents last year. These
incidents were attended with an average response
time of 54 minutes.
We don’t have blue lights. We sit in the same queues
of traffic as everyone else, stopping at red lights,
obeying speed limits, and following traffic laws.
The same network looks after the 43 UK police force
recovery contracts—covering recovery, storage,
vehicle examinations, mechanical inspections, and
SOCO—with the charges we can apply prescribed by
the government under various acts and regulations.
On behalf of National Highways, we help keep the
UK’s Strategic Road Network open for business.
Without the independent recovery network, our UK
roads would grind to a halt.
22 NWVA Supplement

Over 70% of car and truck breakdowns place the
recovery operator in a high-risk or dangerous
situation when working or loading—often within
one metre of moving vehicles.
We now face an increased risk of fire from
battery-powered vehicles following a road traffic
collision, with evidence of lithium-ion batteries
igniting and going into thermal runaway as much
as 14 days after the original event.
It is our responsibility to store these vehicles
securely and safely, with due consideration for
our staff, the public, and the environment. At
no additional cost to our customers, we have
invested in holding tanks, fire blankets, thermal
imaging technology, and more.
We must actively renew our fleet with increasing
regularity to be considered suitable to work for
various clubs and insurers.
The average cost of a standard recovery vehicle
(flatbed) is over £147,000. A specialist accident
unit exceeds £275,000, and a 6- or 8-wheel
heavy recovery vehicle can cost over £500,000.
Specialist crane rotators now exceed £1,000,000.
All of this comes at a cost
Then, increasingly, the vehicle is collected by
one of a growing number of sole traders using
inappropriate vehicles, often driven by someone
with little, if any, training and using substandard
equipment—simply because they gave the
cheapest quote.
We use drone footage, videos, and photos to
give our work partners better insight into what
we do.
We promote diversity and inclusion, ensure fair
wages and working conditions, and provide
opportunities for staff to advance within the
business.
At an increasing number of annual events, we
work with the local community, charities, and
organisations addressing social issues.
We, the independent vehicle recovery operator
network, are committed to providing the best
possible service—using the latest technology and
ongoing training to protect our staff, the public,
and the environment.
Our request is that we are given the opportunity
to continue to demonstrate our worth while
helping motorists understand what it takes to
look after them and their families when they
need us.
We ask to be consulted when Acts and
Regulations relating to fees, services, and
working practices are reviewed.
That way, we can continue to grow, learn,
evolve—and prove that we truly are the fourth
emergency service.
Joe Bartle,
Transportation Manager,
NWVA Nationwide Assistance Group
Wherever the vehicle breaks down—whatever
the condition or location—we must have the skill,
training, and equipment to do the job, 24 hours a
day, 365 days a year.
Our Future
Thankfully, we have a close working relationship
with our insurer customers.
We host open days, training sessions, and
meetings with claims departments to discuss
incidents we have handled on their behalf.
We explain how we mitigate their exposure by
using the most appropriate recovery techniques
to prevent further damage to vehicles, cargo,
street furniture, and buildings.
NWVA Supplement 23

BEYOND
RECOVERY:
SPECIALIST
INCIDENT
RESPONSE
IN ACTION
TANKER RESCUE
Whether transporting food or hazardous materials,
tanker incidents require meticulous planning to
protect the load, the environment, and public safety.
ROLLOVERS
Among the most complex recoveries we undertake.
Rollovers demand secure handling, damage
prevention, and strict load control, all while working
under time pressure.
FIRE RECOVERY
Whether caused by vehicle faults or wider
property damage, we support fire-related incidents
with expert clear-up and assist in post-incident
investigations.
ELECTRIC VEHICLES
Damaged electric vehicles bring unique risks,
including high voltage, thermal runaway, and toxic
fumes. Our teams are trained to assess and manage
these dangers with precision and care.
CRANE OPERATIONS
From police investigations to
difficult-to-reach locations and
immobilised vehicles, crane support is
essential in enabling safe and effective
recovery in the most challenging
situations.
24 NWVA Supplement

MAJOR INCIDENTS & CARRIAGEWAY CLEARANCE
Our incident managers lead coordinated responses to major road
incidents, working alongside police and highways agencies to reopen
carriageways swiftly and safely.
TRANSPORT SWAP
(TRANSHIPMENT)
This image captures the teamwork
behind a successful transhipment,
moving cargo from one vehicle to
another following a breakdown or
diversion. It’s a task that requires
coordination, precision, and muscle.
WHITE GOODS RECOVERY
After a lorry carrying brand-new white goods overturned into
a field, we recovered every appliance, fridges, dishwashers,
washing machines, and safely cleared the scene. It was about
more than vehicle recovery; it was about restoring order.
WATER RESCUE
Our teams are fully trained in water safety
and regularly support the emergency
services in the recovery of vehicles from
floods, lakes, ponds, and other water
hazards.
BRIDGE STRIKES
Operating in confined and compromised spaces, we work closely
with crane crews to recover vehicles and debris following bridge
strikes, always prioritising public and workforce safety.
NWVA Supplement 25

SAVE £100S PER VEHICLE
CLAIM WITH INSURE ALERT
Connecting Insurers to Vehicle Recovery Operators to speed up the
return of vehicles.
Insure Alert Benefits:
Insure Alert will help speed up claim
times for insurers by connecting them
direct to Vehicle Recovery Operators
to allow them to be updated faster
that a vehicle has been recovered and
is available for collection.
Insure Alert’s portal can help insurers save £100s in storage costs by being
informed faster, with further savings being made by reducing the claim time by
getting the vehicle into the repairer or salvage network faster.
Insure Alert provides insurers with real-time access to images of the recovered
vehicle, allowing handlers to assess condition from day one. Even more
impressively, the system can generate AI-powered repair estimates, giving
claims teams an instant indication of repair feasibility. This allows for faster and
more informed decisions on whether a vehicle should be routed for repair or
written off for salvage, shaving valuable time off the claims lifecycle and
improving decision-making accuracy.
To reduce the administrative workload that often slows down the process,
Insure Alert includes a built-in communication feature. This eliminates the need
for long, fragmented phone calls by centralising all communication in one
place. Every message and update related to the claim is stored directly within
the portal under each individual alert, ensuring a clear, traceable record that
removes ambiguity and simplifies claims handling.
For further information see www.insurealert.co.uk
Or Email info@insurealert.co.uk
26 NWVA Supplement

WORKING WITH
THE POLICE AND HIGHWAYS
AUTHORITIES
Operating under police
contracts provides a diverse
and often fast-paced working
environment. Vehicle recoveries
are carried out on behalf of
law enforcement and highways
authorities for a wide range
of reasons, including major
incidents involving serious
injury, multi-vehicle collisions,
high-profile or newsworthy
events, theft recoveries
(including plant and equipment),
and removals under Section
165A of the Road Traffic Act
for suspected licence, tax, or
insurance violations.
These incidents demand immediate
response: 24 hours a day, 365 days
a year.
While the recovery process itself
is relatively straightforward, given
the specialist expertise involved,
complexities arise once the vehicle
is secured at the depot in a safe and
compliant storage environment.
At that point, statutory time limits
begin to apply before the asset may
be legally disposed of, while daily
storage charges start to accumulate.
The next stage – identifying and
contacting all potentially interested
parties – can be significantly
more time-consuming and
administratively burdensome.
Delays are often caused by a lack of
timely responses from stakeholders
with a financial or legal interest in
the stored vehicle. Although efforts
are made to issue notifications using
available contact details, these are
frequently outdated or incomplete.
As a result, high-value vehicles may
remain in storage for extended
periods, substantially reducing any
eventual financial return once sold
due to mounting storage costs.
This long-standing challenge of
locating and engaging with relevant
stakeholders persists, despite
advances in technology that should,
in theory, streamline this process.
Solutions such as Insure Alert
have demonstrated potential to
accelerate contact and engagement,
adoption across the industry is
increasing.
There is a clear opportunity to
strengthen collaboration and
improve communication between
recovery operators, insurers, and
finance houses.
Enhancing these relationships
would not only optimise financial
outcomes for stakeholders but
also increase operational efficiency
and reduce unnecessary delays in
vehicle processing.
Open dialogue is welcomed to
explore how stronger connectivity
and shared platforms can benefit all
parties involved.
NWVA Supplement 27

Opportunities
as Challenges
Almost a year on from the introduction of
Consumer Duty regulations, it seems somewhat
advantageous that the key industry challenge of
reduced volume has come at an opportunistic
time, certainly from a supplier point of view.
28 NWVA Supplement

Some insurers are reporting a reduction in claims
of up to 15%, with a variety of macro reasons for
the decline. On face value though, whether it’s the
continued increase in policy excess or the mild
winter that is aiding this reduction, NWVA are
certainly turning this business challenge into an
opportunity.
Our Customer First approach to recovery has
always been at the heart of our solutions, and
we’ve considered customer service to be our duty
since inception. However, as part of our continuous
improvement, we’ve harnessed every additional
resource into making our service proposition
stronger than ever.
The knock-on effect of long storage periods also
seems to have been reduced, and whilst it may
not be a common belief that recovery agents
don’t like long term storage, this genuinely is
the case. Storage is uneconomical in the long
term with huge environmental effects, as badly
damaged vehicles heighten the risk of fuel and oil
leakage. Therefore, storage reduction and process
streamlining forms a key part of our ESG strategy
throughout the coming decade.
There are a number of industry challenges right
now, but we definitely see all of them as new
opportunities.
Onward travel after an accident has always been
a key part of our service offering. Historically,
insurers have been somewhat constrained by
policy wordings in terms of where and when
this part of the service can be offered, but we’ve
worked in partnership with our insurer customers
in the last 12 months to nurture processes and
soft skills which make the identification of
vulnerabilities much easier. Rarely is there anything
stopping us from ensuring that the customer and
their passengers are safe.
The reduction in volume has of course directly
affected repairer capacity, as well as the
challenges faced 12 months ago where the
industry saw significant issues obtaining parts.
This now seems to be a thing of the past, easing
the process of delivering vehicles into bodyshops
without the fear of being turned away at the gate.
Mick Jennings,
CEO
NWVA Nationwide Assistance Group
NWVA Supplement 29

FINAL THOUGHTS:
THE FUTURE OF
RECOVERY IS HERE
As we close this deep dive
into the world of NWVA, one
thing is clear: this is a business
firmly rooted in its values, yet
fearlessly future-facing.
The last 15 years have seen NWVA grow from a
local operator into a multi-division recovery and
repair leader with continental reach. But what
truly sets it apart is not just its scale or range
of services, it’s the sheer humanity at the heart
of every operation. From roadside assistance to
chemical spill response, from working with police
and highways authorities to salvaging stolen
vehicles, every NWVA call-out is a reminder that
behind every breakdown or accident is a person
in need of help, often in high-stress, high-stakes
situations.
We’ve explored how NWVA’s operations have
expanded to include mobile EV chargers, glass
replacement services, forensic police bays, and
a growing international footprint. And we've
seen how its leadership continues to invest in
training, safety, and innovation. Yet, challenges
persist. Recruiting and retaining skilled recovery
operators remains a sector-wide issue.
The supplement has also showcased NWVAs
strong client relationships. It’s a testament to the
trust NWVA has built — and the strategic savvy
behind its brand development and business
growth.
Looking forward, NWVA is ambitious but
measured. Growth will come through continued
innovation, thoughtful acquisitions, and above all,
a commitment to excellence in service.
To everyone working in and around this vital
part of the claims and insurance supply chain —
thank you. We hope this supplement has shone a
spotlight on the people, processes, and progress
that make NWVA an industry leader. Their story
is not just one of business success — it’s one of
public service, pride, and perseverance.
The future of vehicle recovery is already here.
And NWVA is driving it forward.
Stephan Surmont
Group Managing Director.
NWVA Nationwide Assistance Group
30 NWVA Supplement

Official Vehicle Collision Recovery
& Storage Management Partner
of West Ham United
nwva.co.uk/westham 01621 730 000
sales@nwva.co.uk