Our comprehensive Roadside Assistance programme gives you peace of mind motoring, no matter where you are in the country.
Full entitlement included in the programme:
Flat battery / jump start
If the vehicle cannot be jump started due to the battery requiring replacement, the vehicle will be referred or transported to the nearest EMD approved repairer.
Lockout assistance (keys locked in vehicle)
First Assistance will dispatch a provider to unlock the vehicle or if more convenient, arrange for the spare set of keys to be delivered to the driver.
First Assistance will arrange for a replacement key to be delivered to the driver. If there is no spare key available, First Assistance will arrange for the vehicle to be transported to the nearest dealer. All expenses for the replacement key will be at the driver’s cost.
Out of fuel
First Assistance will arrange, free of charge, the delivery of 5 litres of petrol or diesel
First Assistance will dispatch a provider to remove the flat tyre and fit the vehicle spare wheel. If the spare wheel is flat or has no spare (vehicle has collapsible tyres or a Tyre Mobility System) FA will pay for a provider to assist the caller refill the tyre or to transport the vehicle to the nearest EMD approved repairer or place of safety.
First Assistance will dispatch a provider to transport the vehicle to the nearest EMD approved repairer or place of safety.
Where a vehicle is immobilised more than 100 kilometres from the owner’s home and the repairs will take longer than 24 hours, the owner may elect to continue the journey by alternative means. If required, First Assistance will arrange for the vehicle to be transported to the customer’s home or ultimate destination – whichever is the shorter. Alternatively the owner/driver may choose to be repatriated back to the repairer to collect the vehicle
If the vehicle is immobilised greater than 100 kilometres from the owner/driver normal place of residence (as registered in the program), and cannot be repaired within 24 hours, the owner/driver will be entitled to a rental car to a cost of $120 per day and a maximum of three days rental. Rental vehicle insurance and petrol costs remain the responsibility of the owner/drive.
Accommodation (in lieu of a rental vehicle)
If the vehicle is immobilised greater than 100 kilometres from the owner/driver normal place of residence (as registered in the program), and cannot be repaired within 24 hours, the owner/driver will be entitled to accommodation costs, per night, (room charge only) of up to $120 per night to a maximum of three nights.
Accident / Collision Assistance
If the vehicle is involved in a motor vehicle accident, after ensuring all parties are safe First Assistance will provide advice/referral to the owner/drivers insurer and if requested, organise an accident/tow provider to attend and transport the vehicle to an EMD approved repairer or place of safety.
In the event of a breakdown or accident, First Assistance can connect their call to family members, friends or business associates to notify them of any possible delays.
Windscreen/glass repair or replacement
First Assistance will refer the owner/driver to the nearest EMD approved repairer or automotive glass specialist repairer.
Vehicles registered to the EMD Roadside Rescue package are entitled to unlimited callouts in any one year of registration.
Customer Experience Call
As part of the event process First Assistance will make a follow up call to the vehicle owner/driver to ensure that no further service is required and they are satisfied with the experience provided in their time of need.
Telephone technical advice will be provided by the First Assistance operators in relation to the vehicle operation, any safety warnings or lights that may appear or technical and mechanical information regarding the vehicle.
Advise of dealership locations / contacts etc
First Assistance will provide callers with location details or contacts to published numbers.
Service Booking Service
First Assistance will further support the owner by coordinating vehicle service bookings with the EMD dealer network
Medical Referral Service
If the caller requires medical advice or assistance First Assistance can refer them to local doctor and / or local emergency services.
If the owner/driver requires legal advice relating to a motoring incident, First Assistance will transfer the caller to the First Assistance legal advisor (free of charge). This service is a phone consultation/advice service only and does not extend beyond the initial phone call.
To learn more about our Roadside Assistance programme give us a call on 07 903 2240 or email us at firstname.lastname@example.org.