The service entails 24/7 dispatching of an appropriate service provider in the event of a breakdown, no matter which location the vehicle is at. The service is not limited to a roadside emergency. Benefits apply to any of the vehicles registered in the name of the client regardless of who the driver is.
Flat Tyre | Call-out and labour for a tyre change is paid for. If a spare tyre or appropriate tyre change equipment is not available, the vehicle is towed to a tyre fitment centre.
If the fitment/repair centre is not open to receive the vehicle, the vehicle would be towed to the Service Provider’s yard for safe keeping. Should the towing distance to the nearest fitment/repair centre and that to the client’s home address be the same, the vehicle could be towed to the client’s home. A second tow the next day would be paid for. |
Flat Battery | Call-out and labour for a jump start is paid for. If a jump start is not possible, the vehicle will be towed to the nearest battery fitment centre or relevant repair centre.
If the fitment/repair centre is not open to receive the vehicle, the vehicle would be towed to the Service Provider’s yard for safe keeping. Should the towing distance to the nearest fitment/repair centre and that to the client’s home address be the same, the vehicle could be towed to the client’s home. A second tow the next day would be paid for.
A faulty battery should be replaced within a reasonable period. Should assistance with a flat battery be requested more than once within the same week, the cost will be paid by the client. |
Running out of fuel | Call-out fee is paid for. |
Misfuel | Towing to a location where the tank could be drained and refuelled. Refuelling would be for the client’s account. |
Keys locked inside the vehicle | Call-out and 1st hour’s labour for retrieval of the keys is paid for. In the event of keys lost/stolen the client will be assisted and cost is paid for by the client. |
Mechanical or electrical breakdown | If the incident requires a towing service due to a mechanical or electrical failure and the vehicle is still within its warranty or extended warranty period, the case would be referred to the relevant Motor Manufacturer’s 24/7 Assist line or the relevant Warranty Company. Warranty items refer to items such as the engine, cylinder, gaskets, water and fuel pumps, gearbox and transmission, clutch, power steering, mechanical failure of suspension, alternator, starter motor, etc.
A conference call between the client and the relevant 24/7 Helpline of the Motor Manufacturer, also known as Original Equipment Manufacturer (OEM) or Warranty Company will be undertaken by the 24/7 Assist call centre. This protocol would ensure professional and relevant telephonic, technical assistance and guidance in terms of early warning signs, specific mechanical or electrical symptoms and referral in terms of potential replacement or repair of an item under warranty. In terms of the incident being recorded (both in terms of a voice and case recording), this should be an advantage to the client in terms of potential warranty claim disputes and possible repair/replacement cost which could be undertaken by the Manufacturer or Warranty Company from the outset. The standard follow-up process would still apply.
Should the vehicle no longer be under warranty, the vehicle would be towed to the nearest place of repair open to receive the vehicle for repairs. If the repair centre is not open to receive the vehicle, the vehicle would be towed to the Service Provider’s yard for safe keeping. Should the towing distance to the nearest repair centre and that to the client’s home address be the same, the vehicle could be towed to the client’s home. A second tow the next day is paid for. |
Accident/Collision | Towing to the nearest, most appropriate repairer/panelbeater is arranged but not paid for. If the client knows the details of his/her insurer or broker, the call will be transferred to the relevant 24-hour accident call centre for towing and claims assistance. Cost of the towing is paid for by the client’s insurer/broker. Should the client not hold an insurance policy, the cost of towing, recovery, etc is payable by the client. |
Message relay or conference call | Messages are relayed, or the client is put in touch with the relevant contact by means of a conference call to take care of emergency arrangements. |
Emergency Accommodation or Car Hire |
Should the client be left stranded following a breakdown more than 100 kilometres from his/her residence, he/she will be assisted with arrangements in respect of emergency accommodation or car hire and a contribution of maximum R1000 towards the cost will be made. Such arrangements are made at the discretion of the call centre team. |
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