If you find yourself immobilised with a battery problem, we will attend to your vehicle, test the battery for performance, jump start the flat battery or coordinate a battery replacement if required. If your vehicle is within the Mercedes-Benz warranty* period, the replacement battery cost will be covered. If the Mercedes-Benz warranty has expired the customer must pay for the battery.

*Mercedes-Benz battery warranty provides cover for 3 years (6 years or unlimited kilometers whichever comes first for high voltage Plug-In Hybrid Electric Vehicle batteries) from date of first registration.

Limits apply. Refer to Terms & Conditions.

If your vehicle runs out of fuel, we will provide sufficient petrol, diesel or AdBlue (to a maximum of 10 litres) for you to travel to the nearest available petrol station. If you drive an LPG fuelled vehicle, we will tow your vehicle to the nearest petrol station, subject to the towing limits set out below.

Limits apply. Refer to Terms & Conditions.

If you find yourself with a flat tyre, we will establish whether the vehicle is equipped with run flat safety tyres, in which case support will be provided in accordance with run flat safety tyre protocol. Otherwise we will change the flat tyre with the vehicle’s spare wheel. If your vehicle is not equipped with a spare wheel, we will tow the vehicle to an approved tyre outlet or authorised repairer, whichever is the nearest. Please refer to the section outlining limitations to towing. Should additional services be required beyond this due to multiple flat tyres, the spare wheel being unserviceable, replacement wheel studs/nuts not being available or locking wheel nut key not available, towing is provided at your cost.

Limits apply. Refer to Terms & Conditions.

If you lose your keys or lock them in your vehicle, we will provide all reasonable assistance (subject to proof of ownership shown) to:

• locate and deliver a spare key, or
• arrange for the driver to retrieve the spare key, if this is more practical, or
• gain access to your vehicle (once a consent and indemnity form has been signed by you).

In all other situations where the key is not available, we will arrange to transport the vehicle to an authorised repairer, where the appropriate entry methods may be used. We will not be responsible for any damage incurred, or for any repair costs that result from gaining access to the vehicle or moving the vehicle while it is locked. An expense limit of $170 applies to this benefit. All additional costs are your responsibility.

Limits apply. Refer to Terms & Conditions.

If your vehicle cannot be mobilised at the breakdown location, we will deliver your vehicle to the nearest authorised Mercedes-Benz repairer to the breakdown location. Alternatively, at your request, we will deliver your vehicle to your preferred dealership if it is within 40km of the closest dealer to the breakdown site.

Limits apply. Refer to Terms & Conditions.

If your vehicle cannot be mobilised due to a breakdown and must be transported to a repairer, we will provide one taxi ride per incident, to a maximum value of $200 (inc. GST), so you and your passengers can continue your journey to the nearest town or within the same city where the breakdown occurred.

Limits apply. Refer to Terms & Conditions.

We will attend and recover your vehicle from a bogged situation provided that reasonable and safe access is available to a conventional two wheel drive recovery vehicle and no other specialist equipment is necessary.

Should specialist equipment and/or towing become necessary, services may be provided at our discretion. An expense limit of $150 (inc. GST) applies to this benefit. All additional costs will be your responsibility.

Limits apply. Refer to Terms & Conditions.

If your vehicle suffers a breakdown and requires transportation to a repairer, we will transport the attached caravan or trailer

• to the same repairer; or
• to a location as requested by you if it’s within the initial transportation distance whichever is closest.

Please refer to the section outlining limitations to towing.

It is your responsibility to inform our customer service assistant that your vehicle is towing a caravan or trailer prior to a service provider being dispatched to assist you. If you do not tell us, you may be responsible for any/all subsequent costs associated with the caravan or trailer towing.

*This service does not extend to breakdown related matters associated with the caravan or trailer itself; or caravan and trailer couplings where your vehicle is still mobile. The caravan or trailer cannot exceed the legal towing weight or dimension restrictions for a passenger vehicle transporter.

Limits apply. Refer to Terms & Conditions.

If you have a breakdown when you are more than 70 km from home and your vehicle cannot be repaired on the same day, we will provide the following benefits:

1. Emergency Accommodation

We will provide up to 4 nights’ accommodation up to the value of $200 per night (room cost only) should you decide to remain with your vehicle while it is repaired locally. Any amounts charged in excess of this limit will be at your cost. This benefit cannot be used in conjunction with car rental and will stop once your vehicle has been repaired.

2. Car Rental

We will provide a rental vehicle up to a limit of $1000 (inc. GST). Any amount charged in excess of this limit will be at your cost. You will be responsible for all fuel costs, toll charges, insurance excess reduction, excess kilometre charges, any traffic infringements, any damage and any excess or insurance waivers on the rental vehicle. This benefit cannot be used in conjunction with accommodation and will stop once your vehicle has been repaired..

3. Alternative Transportation

Should hotel accommodation or a rental vehicle be unavailable following the immobilisation of your vehicle due to a breakdown and you are more than 70 kilometres from your home for longer than 24 hours, we will transport you and up to four of your passengers to your home or to your intended destination up to the maximum value of $1000.00 (inc. GST) per incident. Any amounts charged in excess of this will be at your cost.

4. Vehicle Relocation

Vehicle relocation will be provided where your vehicle has a breakdown more than 70 kilometres from your home and cannot be repaired on the same day. If you have left the vehicle to continue your journey, vehicle relocation will be provided to deliver the vehicle, once repaired, to your home or intended destination (whichever is the nearest) where the distance between you and the selected authorised repairer is greater than 70 kilometres.

5. Urgent Message Relay

Following a breakdown or accident, we will relay urgent messages to family, friends or business associates likely to be affected or concerned by the disruption or delay and/or provide advice on local transport options and alternatives.

6. Cancellation or Rebooking of Travel Arrangements

Following a vehicle breakdown or accident, we will provide emergency assistance with cancellation and rebooking of any pre-booked travel arrangements, including accommodation and flight reservations. Costs associated with rebooking or cancelling travel plans will be at your expense.

Limits apply. Refer to Terms & Conditions.

Telephone legal advice is available from one of our preferred legal firms for preliminary advice on any matter involving the use or ownership of your vehicle. Advice is confidential and there are no consultation fees or telephone charges. It does not extend to written advice, preparation of briefs or personal interviews.

Limits apply. Refer to Terms & Conditions.

Urgent telephone medical advice provided by a qualified nurse or doctor is available 24 hours a day. Medical advice will also be extended to any direct family members if they are travelling with you or if they are at home while you are travelling. You will be responsible for all associated medical costs.

Limits apply. Refer to Terms & Conditions.

We will provide the following in the event of an accident where required:

• Referal for medical advice;
• Accident assistance at the scene of the accident;
• Towing;
• Arrange a taxi;
• Accommodation coordination;
• Cancelling/ rebooking travel
• Rental car coordination;

Message relay to your family, friends or work colleagues to advise of any delays or medical injuries.

Should you require emergency accommodation, we will endeavour to arrange such at corporate rates. All costs are your responsibility.

We will arrange a rental car for you upon request. All rental and associated costs are your responsibility. We will arrange discounted rental rates where available.

Should travel plans be interrupted due to an accident, we will contact relevant persons to cancel or rebook your travel arrangements, arrange alternative transport and arrange relocation of the vehicle once repaired. All costs incurred are your responsibility.

Limits apply. Refer to Terms & Conditions.

We will assist you and your passengers in accessing emergency telephone medical assistance at the scene of the accident. This assistance can be limited or restricted in some situations. Please note that all costs associated with this service are your responsibility.

If your vehicle is involved in an accident, we will coordinate the towing of your vehicle to an authorised Mercedes-Benz Panel repairer. This service is at your expense. With your permission, we will advise the closest Approved Mercedes-Benz Panel repairer of the accident in order for that repairer to assist you in any way.

• Referral via email notification to Mercedes-Benz Authorised Autobody Repairers;
• Record, maintain and provide insurance company with detailed referrals of Mercedes-Benz Authorised Autobody Repairers;
• Introduce Mercedes-Benz Authorised Autobody Repairers to customers;
• Reporting on each case and Mercedes-Benz Authorised Autobody Repairers referral details.