VBRA managing director Ron Nicholson said the conditions and penalties were unacceptable, but Guardian said it was reacting to customer demands. The agreement, which covers Guardian Insurance, Orion Personal Insurance, Guardian Direct and RAC Insurance Services, sets down performance criteria including response to recovery requests within 30 minutes and complete repairs within a set timescale. Continuing failure to meet the criteria will result in a 5% reduction in the repair invoice.