Complaints

Eurocross Assistance from the Central Truck Salvage Dispatch Center (CMV) takes all reports for truck incidents on our main road network. They do this according to the rules drawn up by road authority Rijkswaterstaat. This official government policy aims to move stranded vehicles to a safe location as quickly as possible. To make this happen, Eurocross Assistance deploys a contracted salvage company. If necessary, they also call in an imV3 expert. These are experts in the field of damage to the vehicle, its cargo and/or the environment.

Eurocross Assistance is an emergency center, that works on behalf of STIMVA. The 300 employees provide help 24/7 when you have a truck incident and are in close contact with emergency services such as 112.

Sti is the executive party for carrying out the IMV3 services. Sti has made agreements with Eurocross about the method of invoicing.

An imV3 expert comes on site when necessary to determine damage to the vehicle, cargo and/or environment. The costs for this will be charged to you. The imV3 expert is authorized on behalf of the Association of Insurers and is recognized by trade associations. Are you insured for imV3 advice? If so, please forward the invoice to your insurer.

The imV3 experts come to the scene when necessary to determine damage to the vehicle, its cargo and/or the environment. They weigh society's interest in the safe and smooth flow of traffic against your personal interest in limiting damage and costs. On this basis, the experts advise emergency responders and road authorities on the proper method of salvaging trucks. The costs for deploying an imV3 expert are yours. Are you insured for imV3 advice? If so, please forward the invoice to your insurer.

You may have missed the information letter. When you are involved in a truck incident, the road inspector or the salvage company will always send an information letter in the language of your country. There are 2 letters. The first one explains the standard handling of an incident. If there is a postponed recovery, you will receive a second letter. This contains an explanation of accelerated salvage and advice on a possible claim for damages. View the letters here.

It is the road authority's legal responsibility to quickly make the road available and safe again after an incident. To ensure this, the first recovery is therefore almost always carried out by the Central Truck Salvage Dispatch Center (CMV), even if you have already called in another emergency service yourself. They work with certified and contracted recovery companies. After this initial recovery, your own emergency service can provide further assistance, such as recovery or towing.

Insurers are aware of these schemes. STIMVA is a partnership with the Association of Insurance Companies, among others. In addition, the major truck and transportation insurers are actively involved in our foundation.

You are never the one who orders the use of an expert. It is legally regulated that Rijkswaterstaat determines whether an imV3 expert must be deployed. This is in any case in these situations:

•     jackknifed or overturned truck;
•     truck fire;
•     an incident involving several trucks;
•     environmental damage;
•     diesel or oil leakage;
•     dropped cargo;
•     live cargo;
•     valuable cargo;
•     ADR cargo or cargo containing hazardous materials;
•     infrastructural damage;

the Central Truck Salvage Dispatch Center (CMV) judges that the situation is complex.

The question of guilt does not play a role when deploying a salvage company or an imV3 expert. It has been agreed that the costs will be shared among the parties involved.

The imV3 reports are drawn up in Dutch or English. Dutch and Flemish vehicle owners receive a Dutch copy, other foreign vehicle owners receive an English language report.

The Central Truck Salvage Dispatch Center (CMV) intervenes in incidents involving vehicles heavier than 3,500 kg when loaded. If your vehicle is lighter, it is a so-called light recovery. In that case, the National Central Dispatch Center (LCM) comes into action.

Rijkswaterstaat has entered into contracts with various towing companies. Not every towing company applies the same rates, but (price) agreements have been made. The amount of the invoice can also vary per case. This is mainly caused by the nature, duration, and timing of the deployment.

Before you receive your invoice, the Central Reporting Point for Truck Recovery (CMV) always checks whether the invoices comply with the agreed price arrangements. The CMV also verifies whether the deployment and duration of the use of recovery equipment and resources are in accordance with the contractual agreements made.

Failure to pick up your vehicle may result in increased costs. Consider storage costs and valuation fees. If you refuse to pay, your vehicle may be sold or destroyed. Any proceeds from this will be offset against your outstanding charges.