Land Rover Assist is more than a break down service; it’s your companion for those unforseen emergency situations. Providing 24 hour roadside assistance, emergency accommodation, rental vehicle and towing as well as legal, medical and household emergency assistance.
If you require assistance simply call Land Rover Assist toll free number 1800 819 181, anywhere, any time in Australia.
A few points to remember before you call us. Ensure you have:
• Your Land Rover Assist card with you
• Your breakdown location, with nearest cross street if possible
• A description of the problem or emergency
• A contact telephone number
If possible, stay with your vehicle until roadside assistance arrives. Safety first, ensure you and your occupants are safe if your vehicle is in a hazardous situation.
Please choose a Land Rover Assist program that meets
your needs, coverage details of each program are
explained in this brochure.
Land Rover Assist
Telephone Operator Assistance
We will provide over the phone diagnosis and customer assistance to enable your vehicle to be mobilised where possible. We can also provide advice in relation to the operation of your vehicle.
Once you call Land Rover Assist, a Customer Service Assistant will try to diagnose the problem over the phone and where necessary dispatch a service provider. Our service provider is responsible for providing service or diagnosis of vehicle faults and providing roadside assistance services.
Flat or Faulty Batteries
We will test batteries for their performance, Jump start flat batteries, or coordinate or arrange battery replacement. We will not however be responsible for the cost of a replacement battery (such as but not limited to the supply and delivery of a battery).
Emergency Fuel – Petrol/Diesel
In the event that you have run out of fuel, we will provide sufficient ‘free’ petrol or diesel fuel for you to travel to the nearest available refuelling facility (minimum 5 litres). In the case of LPG fuelled vehicles, we will tow your vehicle to the nearest re-fuelling facility. The delivery and cost of fuel is free where an emergency re-fuel occurs within a capital city or major regional town. However, all costs incurred outside these areas are your responsibility. We will not provide a re-fuel where the incorrect type of fuel or where contaminated fuel has been added to the petrol tank, leading to the breakdown. We can coordinate assistance in these circumstances; however this cost will be your responsibility.
We will change a flat tyre with your vehicle’s serviceable spare wheel or, if necessary, transport your vehicle to an approved tyre outlet or Land Rover Dealer, whichever is the nearest. Should additional services be required beyond this due to multiple flat tyres, the spare tyre being unserviceable, replacement wheel studs/nuts not being available or locking wheel nut key not available, these services would be at your cost.
General Roadside Assistance
In any event, we will not be responsible for the cost of any parts or components for the roadside repair of your vehicle, other than minor breakdown repairs to facilitate the immediate mobilisation of your vehicle. For example, we will pay the cost of hose clamps, light bulbs, coolant top ups, screws, nuts, bolts and the like, but only for the first $20.00 (inc. GST).
Emergency Vehicle Access
If your vehicle’s keys have been lost or locked in your vehicle, we will provide all reasonable assistance (subject to proof of ownership being shown) to:
(a) Locate and deliver a spare key;
(b) Arrange for you to retrieve the spare key if this is more practical.
If an emergency situation arises and it is necessary to gain access to your vehicle, we will attempt to gain access only after we have obtained your written consent. We will not be responsible for any damage incurred, or for any repair costs, resulting from gaining access to your vehicle or moving your vehicle whilst it is locked.
In all other situations where the key is not available, we will arrange to transport your vehicle to a Land Rover Dealer, where the appropriate entry methods may be used.
A limit of $100.00 (inc GST) will apply for this benefit. All additional costs are your responsibility.
If your vehicle cannot be mobilised at the breakdown location and/or requires electronic diagnosis, we will arrange to have your vehicle transported to the nearest Land Rover Dealer or other repairer as approved by us. If your vehicle is outside a capital city or major regional town, we may use a road transport company to transport the vehicle.
Towing is provided free of charge up to a limit of 20 kilometres from the breakdown location, where the breakdown location is within any capital city or major regional town. Outside of these areas, towing is provided free of charge up to a limit of 60 kilometres. All additional towing costs are your responsibility.
If the breakdown has occurred after business hours, we will arrange for your vehicle to be stored at a secure facility and delivered to a Land Rover Dealer on the morning of the next working day.
In the event the vehicle has been fitted with a body that requires heavy haulage towing due to height, width or length, we will coordinate towing for the vehicle. All towing costs are your responsibility.
If your vehicle cannot be mobilised due to a mechanical breakdown, and needs to be transported to the nearest Land Rover Dealer, we can coordinate a taxi ride to enable the vehicle occupants to continue their journey to the nearest town or city or within the same town or city where the breakdown occurred. All costs are your responsibility.
If your vehicle is bogged, we will arrange for it be recovered, provided access is available to a conventional two-wheel drive recovery vehicle and no other specialist equipment is necessary. Any additional costs will be your responsibility.
Following an Accident, we will coordinate towing arrangements and will also provide advice on standard accident procedures. If required, we will coordinate alternative transport at your cost to enable you to continue your journey.
All Accident towing and alternative transport costs will be your responsibility. (Note that these costs, subject to payment of any excess, may be recoverable from your insurance company under an appropriate insurance policy).
Where your vehicle is involved in an Accident and you do not have ambulance cover, we will reimburse you $100 (inc. GST) towards the cost of any ambulance call outs, provided that you have contacted Land Rover Assist first and requested our Accident Coordination service.
In order to claim the $100 reimbursement, you will be required to send a copy of the ambulance receipt to us within 60 days of the Accident Coordination call.
Emergency Message Relay
As a result of a breakdown or accident, we will relay urgent messages to your family, friends or business associates likely to be affected or concerned by the disruption or delay.
If your vehicle has been immobilised more than 100km by road from your home and cannot be repaired on the same day, we can coordinate emergency accommodation and / or car rental if available or required in the local area for you and any other passengers travelling with you. You would be responsible for all associated costs.
Land Rover Assist
This Land Rover Assist premium program includes all the benefits included in the standard program, plus the following additional benefits.
Emergency Vehicle Access
An increased limit to a total of $150 (including GST) will apply to this service.
If the vehicle cannot be mobilised at the breakdown location, the vehicle will be towed or transported to the nearest Land Rover Dealer or other repairer as approved by us. A total towing limit of $1000.00 (inc GST) applies to this benefit.
If your vehicle cannot be mobilised due to a mechanical breakdown, and needs to be transported to the nearest Land Rover Dealer, we will provide one taxi ride to a maximum value of $100.00 (inc. GST) per breakdown to enable you to continue to the nearest town or within the same city where the breakdown occurred. Any amount charged in excess of this limit will be your responsibility.
Benefits over 100km from home
We will arrange for the following emergency benefits where your vehicle has been immobilised more than 100km by road from your home and cannot be repaired on the same day.
• Emergency Accommodation Assistance
If you decide to stay with your vehicle while it is being repaired, we will provide emergency accommodation for up to three nights to a total maximum limit of $150.00* (inc. GST) per night. We may extend this benefit for up to two extra nights if your vehicle has not been repaired and you wish to stay with your vehicle rather then continue your journey. Any amount charged in excess of this limit will be your responsibility.
This benefit provides room only and excludes all ancillary costs such as meals, phone calls, laundry, etc.
• Emergency Rental Vehicle
In addition to the first three night’s emergency accommodation, we will provide a rental vehicle for up to three days at a limit of $100 (inc. GST) per day. If you do not take the option of emergency accommodation and elect to continue your journey whilst your vehicle is being repaired, we will provide a rental vehicle for up to five days to a limit of $500 maximum (inc. GST). Any amount charged in excess of this limit will be your responsibility.
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. Rental vehicle benefits cease on the day your vehicle has been repaired.
If the driver’s licence history or age will not allow the rental company to provide a rental vehicle, the provision of alternative transport in lieu of a rental vehicle will be at our discretion to the same maximum comparable hire car cost.
If a rental bond cannot be provided by the driver at the time of securing the rental vehicle, we will not provide the rental bond, but at our discretion, may provide alternative transport in lieu of a rental vehicle to the same maximum comparable hire car cost. Provision of the hire car is at the discretion of the rental company.
Alternative Transport Assistance
In the unlikely event that either accommodation or rental vehicle benefits are unavailable for any reason, alternative transport will be provided for you and any passengers travelling in your vehicle to enable you to return to your home or intended destination up to $450* (inc. GST). Any amount charged in excess of this limit will be your responsibility.
Vehicle Recovery/Return Transport
If your vehicle has been immobilised more than 100km by road from your home and cannot be repaired on the same day and you have continued the journey to your final intended destination or returned home, we will arrange for your vehicle to be transported to an appropriate agreed place (i.e. either your home or to the final intended destination).
Telephone legal advice is available on matters arising from the use or ownership of your vehicle at no charge to you. The advice will be conducted confidentially by telephone and will not include personal interviews, written advice or the preparation of briefs.
Medical advice is available 24 hours a day to drivers and/ or passengers whilst travelling away from your home in your vehicle and may include contact with doctors and / or emergency services and arrangements of transport with escort if necessary. Any costs associated with any treatment or transport is not covered by this program.
Emergency Property Assistance
Should any unforseen household emergency arise due to fire, flood, storm, earthquake or burglary, whilst travelling away from your home in your vehicle we will arrange for the appropriate provider to attend the driver’s home and minimise further loss or damage and ensure personal safety. We will arrange the assistance, however, all repair costs, supervision and authorisation of repairs are your responsibility.
These words have these meanings:
Accident: A vehicle damaged by impact or collision of any nature, or by attempted or successful theft or break in to the vehicle.
Land Rover Dealer: A Land Rover Dealer or any other repair facility whether branded Land Rover or not, recommended by us to undertake workshop repairs to your vehicle. We are not responsible for any costs incurred for work carried out by an Authorised Servicing Dealer and all repairs and costs are your responsibility.
Breakdown: Mechanical or electrical fault which has caused your vehicle to be immobilised or become unsafe to drive (whether in transit or otherwise). Breakdown can also include a flat tyre, flat or faulty battery, a vehicle which has run out of fuel or keys which have been locked in your vehicle or lost.
Home: Your home or business address as registered on the Land Rover Assist system.
Restricted Access Area: An area that is protected by security and/or other systems designed to prevent access by unauthorised people, and includes any area that we do not have permission to enter (including but not limited to airports, sporting venues, protests, airports, and concerts).
Service Area: An area in mainland Australia, Tasmania, Phillip Island and other areas that are trafficable by a two-wheel drive recovery vehicle or islands that are accessible by a two-wheel drive vehicle (excludes ferries).
Serviceable Spare: A wheel and tyre that is able to be fitted to mobilise your vehicle.
Vehicle: The vehicle registered on the Land Rover Assist system.
We, Us or Our: ETI Australia Pty Ltd ABN 52 097 227 177 trading as Mondial Assistance.
You or Your: The person registered on the Land Rover Assist system or the nominated driver of the vehicle.
As a precondition to being eligible for Land Rover Assist, your vehicle must have been sold and distributed by Land Rover Australia and must be in a well maintained and sound mechanical and roadworthy condition.
The provision of benefits and services under Land Rover Assist is subject to:
• Resources available in the area
• Any circumstances beyond our control (including but not limited to extraordinary delays caused by extreme weather conditions such as snow fall and flooding)
• Circumstances reasonably considered to be a force majeure event
• Location being trafficable by a two-wheel-drive recovery vehicle
• Severe traffic congestion
• Restricted Access Area requirements
• We are not responsible for any costs arising from work carried out by a referral to a Land Rover Dealer, and all repairs and costs for repairs undertaken by the repairer are your responsibility.
• We have no obligation to pay for costs incurred in service calls where your vehicle is immobile in a workshop undergoing service or repairs, or undergoing mechanical or electrical service or repairs at your premises.
A waiting period applies unless you are renewing Land Rover Assist. Cover commences 24 hours on the day after your payment is received.
Exclusions and Limitations
The provision of benefits and services under Land Rover Assist is subject to the following exclusions:
• Vehicles over 10 years of age
• Your vehicle being left unattended
• Your vehicle being unregistered
• Your vehicle is involved or connected to any form of motor sports
• Any caravan or trailer that is towed by your vehicle
• Heavy haulage vehicles or vehicles that, in our opinion, require a heavy haulage towing provider due to the length, width or height of your vehicle
• Your vehicle operating as taxi, rental vehicle, limousine, or hire vehicle
• Service calls for your vehicle due to vehicle abuse or neglect (as reasonably determined by us)
• Service calls for your vehicle due to failure to use reasonable care with your vehicle or failure to conduct regular preventative vehicle maintenance or provision of inappropriate repair or maintenance to your vehicle
• Repeated service calls for your vehicle due to owner/ driver faults, or failure by you to comply with our instructions
• Service calls for your vehicle due to Accident damage
• Service calls due to Break in (or attempted break-in) of your vehicle
• Service calls due to fitment of non-genuine accessories or inappropriate or incorrect fitment of parts or accessories
• Your vehicle being located in a remote location (this is deemed as being a location not trafficable by a two-wheel drive recovery vehicle) or your vehicle is located in a Restricted Access Area or not within a Service Area
• Your vehicle being immobilised due to inappropriate maintenance, repair or use, caused intentionally or by negligence on the part of the owner, the driver or any other third party
• Bogged vehicles. Except where access is available and is trafficable by a two-wheel drive recovery vehicle and no other specialist equipment is necessary. Should specialist equipment become necessary, additional costs are the driver’s responsibility. Drivers will be advised of this condition prior to attendance by our Service Provider and service is at our discretion.
Land Rover Australia and ETI Australia Pty Ltd (trading as Mondial Assistance) and each of their contractors or agents will not be liable for any indirect or consequential loss or damage whatsoever arising out of the provision or failure to provide any benefits and services under Land Rover Assist whether as a result of any negligent or wilful act or omission or howsoever arising.
The information contained in this brochure was correct at the time of printing but is subject to change at any time and without notice.
Land Rover Assist is offered by ETI Australia Pty Ltd ABN 52 097 227 177 trading as Mondial Assistance.
Jaguar Land Rover Limited: Registered Office: Abbey Road, Whitley, Coventry CV3 4LF Registered in England No: 1672070