Roadside Assistance Guide
Overview
Roadside assistance is designed to get you back on the road quickly, or safely on your way, when something goes wrong with your vehicle. This guide explains who is eligible, which services are included, how to request help, typical response times, and what to do when you need assistance in a remote area or across borders.
Eligibility
- Roadside assistance is included with many of our motor policies, and available as an optional add-on for others.
- Check your policy schedule or the app to confirm that roadside is active on your cover.
- Cover applies to the insured vehicle and, on many plans, to the policyholder driving any private vehicle.
Included Services
- Flat battery assistance -Jump-start, or battery replacement at the scene where available.
- Flat tyre -Fit your spare, or tow to the nearest tyre fitter when no spare is available.
- Emergency fuel -Enough fuel delivered to your vehicle to reach the nearest service station.
- Lockout service -Access help if keys are lost, broken, or locked inside.
- Towing -Transport to a preferred repairer or to the nearest approved repairer within the policy tow limit.
- Accident assistance -Coordination at the scene following a collision, including recovery and onward travel arrangements.
How to Request Help
- Move to safety -If you can, pull over to a safe location, turn on hazard lights, and stand clear of traffic.
- Call for help -Use the Roadside button in the app, which shares your GPS location automatically, or call the 24/7 roadside number printed on your card.
- Provide key details -Your policy number, registration, current location (shared or described), and a brief description of the problem.
- Stay in contact -You will receive a job reference and live tracking of the technician en route.
- On arrival -Show ID so the technician can confirm eligibility. Where a chargeable service is needed, the cost will be confirmed before work begins.
Response Times
- Metropolitan areas -Typically 30 to 60 minutes, depending on traffic and technician availability.
- Regional areas -Typically 60 to 120 minutes.
- Remote areas -Response may be longer. We dispatch the nearest qualified provider and keep you updated throughout.
Accidents and Safety
- If anyone is injured, call 000 before calling roadside assistance.
- Do not attempt repairs on a motorway or busy road. Move to a safe distance and wait for the technician.
- Our technicians are trained and uniformed. They will not ask for cash payment at the scene for included services.
- Lodge a claim alongside roadside assistance where appropriate, especially after a collision.
Limits and Exclusions
- A service call limit applies per policy period. Extra call-outs are available at a nominal fee.
- Mechanical repairs beyond emergency assistance are not covered.
- Off-road recovery, recovery from private property, and special equipment required due to vehicle modification may incur additional charges.
- Roadside assistance is separate from your claim for damage. Both can be lodged in parallel when required.
Frequently Asked Questions
Q: Does roadside cover my family as well?
Most plans cover anyone driving the insured vehicle with your permission. Some enhanced plans extend the service to the policyholder driving other private vehicles.
Q: Can I use my own preferred tow company?
For emergency towing, we dispatch an approved provider to ensure safety, timing, and coverage. If you have a preferred repairer, we tow to that repairer within policy limits.
Q: Is roadside included when I travel interstate or across borders?
Domestic coverage is included on most plans. Cross-border cover depends on the product; check your schedule or call us during Mon-Fri 8:30 AM - 5:00 PM AEST before a long trip.
Q: Will using roadside affect my no-claims discount?
No. Roadside call-outs are separate from damage claims and do not affect your no-claims position.
Important Information
Roadside assistance is provided under terms that comply with regulations enforced by Australian Prudential Regulation Authority (APRA). Your coverage forms part of the broader product, with options such as Home & Contents, Motor Vehicle, Health, Life, Travel available as appropriate. For unresolved concerns, Australian Financial Complaints Authority (AFCA) provides free, independent dispute resolution.
Need Help?
Our roadside team is available 24/7. Customer service for policy questions is available during Mon-Fri 8:30 AM - 5:00 PM AEST. For life-threatening emergencies, always call 000 first.