Roadside Assistance

Accident  Assistance Services

(Valid under all policies) Services Offered:

•  Take  photographs  of  the  scene  and  the damages caused

• Draw up a plan of the scene of the accident

• Complete the Accident Form

•  Note  drivers’  particulars  including  driving license and insurance documentation

Road Assistance Services

In the case of vehicles exceeding 3.5 tons gross weight, fork lifts, tractors, racing cars or other cars

not licensed for road use in Cyprus or for cars insured under a Motor Traders policy No Road Assistance Services can be offered but only Accident Assistance Service can be offered.

The Road Assistance team will attempt to start the insured car, fix tyres, replace batteries on the spot. Despite the fact that the Road Assistance service team have undergone technical training, they are not car mechanics. They offer basic support which in most instances is sufficient to help drivers get back on the road. This benefit is limited to the below Services and in the case you instruct the Road Assistance team to change battery or change a tyre, or provide any spare parts, the cost will be borne by you.

SERVICES PROVIDED:

1. Startup due to Mechanical or electrical failure

2. Vehicle recovery if the insured vehicle is near solid ground, allowing for the service vehicle to safely approach.

3. Transportation/towing.

4. Unlocking where possible utilizing service provider’s equipment. In case the vehicle cannot be unlocked, the customer must call their own locksmith and bear the costs, and the service provider will not liable for any responsibility.

5. Fuel, oil, or water shortage. In the event of a fuel shortage, the vehicle will be transported to the nearest fuel station.

6. Tire changes where feasible. If the vehicle needs to be transported to a tyre change/repair workshop, it will be taken to the nearest workshop from the point of vehicle immobilization.

If the damage can be fixed using the equipment carried by the Road Assistance team’s mobile service, they will fix it and set the vehicle back on the road. In the event of a severe malfunction, the Road Assistance team will transport the vehicle to the location chosen by the customer, at which point the Road Assistance team’s responsibility ends.

Requests to transport a vehicle in the case where the gearbox is locked, whether automatic or manual, or with a locked steering wheel, handbrake, or wheels, the customer must first arrange the necessary technical assistance. Any costs resulting from this technical assistance will be the customer’s responsibility.

If the on-site repair requires fitting spare parts or materials, their cost will be paid by the customer at a pre-agreed price.

The services offered are available 24/7, including holidays and weekends.

CLARIFICATIONS

1. To receive roadside assistance services, the customer must call the Road Assistance team, providing the vehicle’s registration number, the exact location of the breakdown, and any other information requested to facilitate service.

2. If the customer abandons the vehicle while waiting for roadside assistance, the Road Assistance team is not liable for any loss of personal belongings or vehicle parts or any damage happening prior to the arrival of the technician.

3. This contract does not allow the customer to request these services from any other third party and then claim reimbursement from the appointed Road Assistance without its consent.

4. If a breakdown is fixed on-site and the vehicle can be driven, the Road Assistance is not obligated to transport it. In the case or breakdowns the Road Assistance team cannot repair on-site, the Road Assistance team will decide the method used for assistance.

5. If the vehicle has ended up in a ditch, ravine, lake, river, sea, mud, snow, or sand after an accident or slide, or any other situation where special equipment is required for towing, the Road Assistance assumes no liability for potential damages incurred. If the Road Assistance’s standard vehicles/equipment cannot perform the tow, the customer will find specialized towing services at his own expense.

6. If adverse weather or inaccessible roads prevent service (e.g., floods, snow, ice), the Road Assistance may suspend services until conditions improve.

7. During transport, the Road Assistance team’s technician-driver may stop to assist breakdown of other clients.

8.  Should  the  customer’s vehicle  be blocked  by other vehicles the Road Assistance is not responsible to move other vehicles blocking the customer’s vehicle.

9. In the case of minor damages far from base or destination, the Road Assistance team may repair it on-site.

10. In the case the vehicle requiring towing or transfer happens to be loaded with goods/cargo, the Road Assistance team may decide not to perform the transfer if there is risk to damage the carried goods. Should towing goes ahead the Road Assistance shall not responsible for any cargo damage.

11. In the event of a very busy schedule due to weather conditions or other reasons causing a queue, service will be resumed based on calls order, giving priority to those who called first.

12. Assistance is not offered to vehicles located in enclosed spaces (garages), underground locations, or generally in areas where a tow truck cannot approach. However, assistance will be offered using a mobile service unit for on-site repairs where possible.

13. The Road Assistance is not obliged to provide its services if the insured requests transport from garage to garage (e.g., from a mechanic to an electrician, etc.).

14. Cross country transfers may involve more than one platform, requiring to unload and reload vehicles on to another platform to reach the final destination.

15. The Road Assistance will not transport any passengers; however, in case this is done, it can only transfer one person, and the person will be transported to the vehicle’s drop-off location

16. If the insured vehicle uses transfer services more than three times within one insurance period, corrective measures may be taken  by the Road Assistance. 17. Transportation/towing is limited to vehicles with a gross weight of up to 3.5 tons