What to Do If Your Van Breaks Down Mid-Run

The moment you notice something wrong—unusual noises, smoke, loss of power—safely pull over to the side of the road away from traffic. Turn on your hazard lights immediately. If you're on a busy highway, move as far away from the vehicle as possible. Your safety and that of other road users is paramount. Never attempt roadside repairs in dangerous locations or if you're unsure what you're doing.

Call or message your dispatcher right away. Don't wait. Inform them of your location, the nature of the breakdown, and your estimated time until the van is roadworthy again. The sooner they know, the sooner they can reassign your deliveries, arrange a replacement van, or send help. Clear communication prevents angry customers and keeps you in good standing.

If your van is registered with a roadside assistance service (AA, RAC, or similar), call them immediately. Provide your membership number and vehicle details. If you don't have roadside assistance, contact a local mechanic or tow truck service. Get a quote for repairs and an estimated time for resolution. Document the cost—this may be claimable or reimbursable depending on your agreement.

Take a moment to review which deliveries you still need to complete. Are there time-sensitive items? Perishables? High-value packages? Communicate with dispatch about prioritising deliveries. If a replacement van is coming, you may be able to continue with your route. If repairs will take several hours, your dispatcher will likely reassign deliveries to other drivers to maintain customer satisfaction.

For customers expecting deliveries today, dispatch will usually handle notifications. However, if you have their contact details and dispatcher approval, you can proactively message them: "Your delivery is delayed due to an unforeseen vehicle issue. We're working to get it to you ASAP." Transparency prevents frustration and negative reviews. Be honest about timeframes.

Take photos of your van showing the breakdown, the location, and any visible damage. Get the name, phone number, and service number from the roadside assistance or mechanic. Keep all receipts and repair quotes. Document the time you broke down, when help arrived, and when repairs were completed. This documentation is important for insurance claims, expense reports, and protecting yourself if there are disputes.

Understand whether the vehicle is company-owned or your responsibility. If you own the van, mechanical failure is your cost unless covered by warranty or insurance. If it's a company vehicle, the company typically covers repairs. Check your contract to understand liability. In most cases, breakdown during work is beyond your control and won't negatively impact your rating if you handle it professionally and communicate promptly.

Once resolved, schedule regular van maintenance to prevent future breakdowns. Check your oil, tire pressure, and coolant levels monthly. Keep a breakdown kit in your van: jumper cables, spare tire, basic tools, flashlight, and first aid supplies. Invest in roadside assistance membership if you don't have one. A little prevention saves you massive headaches and lost income.