Unique peace of mind.

Transcription

1 BMW Group Roadside Assistance & Accident Management Unique peace of mind. Roadside Assistance & Accident Management for you and your BMW.

2 BMW Group Roadside Assistance & Accident Management Let s be honest here. As a driver you can never be totally sure about what s around the next corner. But with BMW Group Roadside Assistance & Accident Management, chances are you can at least look forward to some serious peace of mind. And should the unthinkable happen, total control is only a phone call away.

3 BMW Group Roadside Assistance handles the unexpected 24 hours a day, 365 days a year, nationwide. necessary. In major capital cities and regional centres BMW Group Australia s fleet of dealer operated Servicemobiles is on call to provide additional technical and customer support. The BMW Servicemobile. BMW Group Roadside Assistance is one of the most reliable vehicle assistance programmes available in Australia. Complimentary with your new BMW, or available with your existing BMW for a small fee, it has been designed to assist you if you experience the unexpected at any time, anywhere throughout Australia. The distinctive BMW Servicemobiles, staffed by highly trained technicians, provide a level of dedicated assistance which is unparalleled in Australia. They operate between 7 am and 11 pm, every day of the year and are specially equipped with BMW tooling and Genuine BMW Parts. A service tailored to your needs. Assistance when and where you need it. In the event of a breakdown, your needs will be catered for quickly by BMW Group Roadside Assistance and you will be able to continue your journey with minimum inconvenience. Sometimes things get more complicated as in the case of an accident. That s why BMW Group Roadside Assistance now features complimentary Accident Management. Just a phone call away, it s designed to help control the aftermath of a collision by assisting with everything from towing to insurance claims. To ensure that we can provide you with the quickest and most effective response, BMW Group Australia has engaged Mondial Assistance, Australia s premier roadside assistance provider, 24 hours a day, 365 days a year. Utilising their vast resources and recognised expertise they are able to mobilise their extensive fleet of roadside assistance vehicles to assist you when and wherever BMW Servicemobiles supplement the extensive Mondial Assistance network by providing specialised BMW assistance with minimum delay at the roadside. Your BMW Service Card contains all the information needed. In addition to a range of other benefits it enables you to access all the privileges you are entitled to as a member of the BMW Group Roadside Assistance Programme & Accident Management. Please have your Service Card available when calling for assistance. In the unlikely event that you may require assistance before your BMW Service Card is issued, please have your Interim Service Card ready. This is located in your owner s information wallet inside the glove compartment. Your BMW Service Card all the information you need.

4 What to do when you need assistance. Should you require assistance, simply dial the BMW Group Roadside Assistance toll free number, , which is also printed on your BMW Service Card Once assistance has been called, it is vital that your car is attended. Should BMW Group Roadside Assistance arrive at your car, and it is unattended, then work cannot be carried out and payment may be required for any subsequent call-outs to assist with the incident. Stay with your car. Please have the following information available for the Customer Service Assistant who will answer your call: Your name. Your BMW registration number. Your BMW Service Card number. The model and colour of your BMW. A description of the problem. If possible, a telephone number where you can be contacted. Your Customer Service Assistant will be able to mobilise the necessary assistance which may include: Roadside assistance. Towing to a BMW dealership or authorised repairer. Onward travel. Hotel accommodation. Car hire. Please do not make your own vehicle assistance arrangements through a third party, as BMW may not be able to reimburse any costs incurred. Mechanical Assistance. Should your vehicle be immobilised, temporary adjustments to your BMW which can be performed on the spot, will be made to ensure that you and your car are back on the road as soon as possible. Non Mechanical Assistance. Assistance will also be provided in non mechanical related incidents including tyre change, flat battery, out of fuel and lockouts. Home Assistance. Your Customer Service Assistant is able to arrange assistance at your home if required. Assistance in remote areas. The cover provided.

5 Accident/Theft. Should your BMW be involved in an accident, then BMW Group Roadside Assistance can arrange towing of your vehicle to the most appropriate BMW recommended panel repairer, and arrange transport to get you to where you were going. In the event that your vehicle is stolen, BMW Group Roadside Assistance can arrange alternative transport to get you home. Note that in such cases costs of towing, alternative transport or accommodation are normally covered by your insurer and as such, are not covered by BMW Group Roadside Assistance. Vehicle Transport. Should your vehicle be immobilised as a result of a breakdown, vehicle transport will be provided to deliver your car to: the authorised BMW dealer of your choice (in major metropolitan areas, to a limit of 40kms from the closest BMW dealer to your location). the closest BMW dealership or authorised repairer. Fuel. In the event that you run out of fuel, BMW Group Roadside Assistance will supply, free of charge, sufficient fuel to get you to the next refuelling point. Lock Out. If your keys have been locked in your BMW or lost, BMW Group Roadside Assistance will, upon provision of adequate proof of ownership, provide emergency assistance as follows: locate and deliver your spare key, or arrange for you to retrieve your spare key if more practical. if an emergency situation arises and it becomes necessary to gain urgent access to your vehicle, BMW Group Roadside Assistance will attempt to gain access by other means, but only after provision of your written consent. Whilst all care will be taken, BMW Group Roadside Assistance will not be held responsible for any damage incurred or resultant repair costs. Conditions may apply. Roadside Assistance.

6 Legal Advice. Telephone Legal Advice is available 24 hours a day in relation to any matter involving the ownership or use of your BMW. Advice does not extend to preparation of briefs or personal interviews. Medical Advice. Medical advice is available 24 hours a day to drivers and/or passengers and may include medical advice, contact with doctors and/or emergency services, and arrangement of transport with escort if necessary. Any costs associated with treatment or transport are not covered by this programme. Taxi. If your BMW cannot be mobilised due to a mechanical breakdown and must be transported to an authorised BMW dealer, alternative transportation (taxi) to the value of $ (incl. GST) will be provided to continue your journey to your home address or intended destination in the same city. Caravan or Trailer. If you are travelling with a caravan or trailer, BMW Group Roadside Assistance will arrange for it to be towed to a safe place until you and your vehicle are ready to resume your journey. Personalised Holiday Planner. BMW Group Roadside Assistance will provide holiday advice assistance, including colour maps of chosen routes together with dealer locations and contact details, points of interest and hotel contact details.

7 Away from Home cover. BMW Group Roadside Assistance Away from Home cover includes Accommodation, Car rental and Vehicle relocation entitlements and only comes into effect where a breakdown occurs more than 70kms from your primary home address and your BMW is expected to be disabled for a period longer than 24 hours. Accommodation and car rental benefits cease once your BMW has been repaired. Accommodation. Accommodation will be provided for up to four nights to a value of $ per person per night (incl. GST). Car Rental. Car rental will be provided in conjunction with accommodation for a maximum period of three days. Alternatively, should accommodation not be required, the car rental period can be extended to a maximum of five days. The vehicle normally supplied will be a two wheel drive family sedan or wagon. Vehicle Relocation. Once repaired, your BMW will be transported to your home address or intended destination, where the distance between your current location and the repairing dealer is greater than 70kms. Where appropriate, the driver may be supplied with transport to collect the repaired BMW from the BMW dealership. Vehicle transportation will be via normal bulk road transport. Alternative Transport Assistance. Should hotel accommodation or a rental vehicle be unavailable following a Breakdown more than 70 kms from your home and the vehicle is immobilised for more than 24 hours, alternative transport will be provided for the driver and up to four passengers travelling in the vehicle to return home or to their intended destination to a maximum of $ (incl. GST). Emergency Parts. If you have decided to have your vehicle repaired locally rather than transported, and necessary spare parts are not available locally, BMW Group Roadside Assistance will assist in locating and transferring the parts to the repairer. Trip Tracking. For remote travelling only, BMW Group Roadside Assistance will provide trip tracking. Prior to departure, call Roadside Assistance to log your intended route and destinations. Throughout your journey, BMW Group Roadside Assistance will track your progress.

8 BMW Group Accident Management. Accidents happen. It s an essential part of BMW Group Roadside Assistance. The fact is, even in the best engineered cars, all your skill may not be enough to avoid the unforeseeable. But one thing you can control in an accident is the aftermath. Accident Management is designed to save you from the headaches the moment things go wrong. One call from the accident scene, and you know everything will be taken care of. Professionally. Efficiently. 1. You call our toll free number to report the incident and record the details. 3. We offer counselling and advice on your legal obligations after an accident. 5. If car is undriveable, we arrange a taxi* or arrange alternative transport. 7. We notify repairer prior to arrival of vehicle. 2. We offer to notify your family, work, others. 4. If car is driveable, we provide details of local BMW approved or recommended repairers. 6. We arrange towing to repairer, or if after hours to secure overnight storage. 9. We assist with completion of claim form, delivered by method of your choice: mail, fax or Repairer contacts you within one working day of the incident. 10. Or you may prefer to complete the form at the repairers. 11. Or we can put you in touch with BMW Insurance directly. 13. We monitor processing of claim and commencement of repair work. 15. We track progress of work and liaise with BMW Group Australia to resolve any parts problems. 17. We advise you when your car is ready and whether any excess is payable. 19. You collect car (pay excess if applicable). 12. You sign and return completed claim form. 14. We notify you of expected completion date. Now let s repair your day. 16. If required / eligible we arrange a hire car. 18. If required, we arrange a taxi to take you to repairer.* 20. We follow up the repair with a courtesy call. *Maximum fare $200.00

9 BMW Group Accident Management. The cover provided. The exact manner in which we can be of service will depend on the unique circumstances of the incident. Whatever happens, we ll be here to make sure that a collision has as little impact on your life as possible. In the previous illustration the insurance company is BMW Insurance. If your cover is with another company, naturally we will liaise with them and explain your entitlements to you. We hope you ll never need BMW Group Accident Management. In case you do, we suggest you keep this brochure in your glovebox. And should the need arise, call us on ( ) Medical Advice & Referral. BMW Group Accident Management provides you and your passengers with telephone access to emergency medical advice at the scene of an accident. Please note: all costs associated with this service are the owner s responsibility. Accident Assist at the Scene of the Accident. In the case of an accident BMW Group Accident Management will provide the following services where required: Arrange attendance of relevant emergency services Ambulance, Police, Fire Brigade. Advise you not to admit liability. Advise you to obtain third party details. Advise you to obtain the details of any independent witnesses. Advise you if police should be called. Advise you to verify by sighting and obtain relevant parties' driver s licence details. Message Relay to your family, friends or work colleagues to advise of any delays or medical injuries. Accommodation or Rental Car Assistance. Should you or your passengers require emergency accommodation or a rental car, BMW Group Accident Management will endeavour to arrange this at corporate rates. Costs incurred will remain your responsibility, but may be claimable from your insurance company. Taxi. Where a taxi is needed after an accident, and your insurance company doesn t provide the service, BMW Group Accident Management will arrange for one to a maximum limit of $ (incl. GST).

10 Accident Claim Form Assistance. BMW Group Accident Management will help you to complete Accident claim forms and, where possible, arrange for claim forms to be forwarded to you. In the event that the insurer provides either teleclaims or online claims form support services, BMW Group Accident Management will arrange a conference-call to the insurer s claims department, or help you complete an online claim form. Accident Claim Form Assistance is provided during business hours, Monday to Friday, Eastern Standard Time (EST). Accident Towing. BMW Group Accident Management will coordinate the towing of your BMW to an Authorised Servicing Dealer or Approved Repairer. While this service is at your expense, BMW Group Accident Management will assist in claiming towing charges back through your insurance company. Accident Quotation Assistance. BMW Group Accident Management will coordinate and follow up with the Authorised Servicing Dealer or Approved Repairer regarding quoting of vehicle damage. A second quote can also be arranged where necessary. Services are provided during business hours, Monday to Friday, EST. Accident Assessment Assistance. The assessment and final approval of quotes by your insurance company will be co-ordinated by BMW Group Accident Management. You will be kept up to date with progress. Services are provided during business hours, Monday to Friday, EST. Accident Repairer Follow Up. It s the role of BMW Group Accident Management to communicate with the Authorised Servicing Dealer or Approved Repairer to establish an estimated date of completion for all repairs, then see the process through. If repairs become delayed due to any unforeseen issues (such as parts delay etc), BMW Group Accident Management will let you know and stay in contact with everyone concerned. BMW Group Accident Management will be in touch to ensure you re satisfied with the repairs and condition of your vehicle. If there are any problems, BMW Group Accident Management liaises with the insurance company or repairer to ensure they are resolved as soon as possible.

11 Cancellation/Rebooking Travel Arrangements. In the case of travel plans being interrupted due to an accident, BMW Group Accident Management will contact the relevant people to cancel or rebook your travel, arrange alternative transport and relocation of the vehicle once repaired. Please note: any costs incurred are the responsibility of the owner. Rental Car Arrangements. BMW Group Accident Management will be happy to arrange a rental car upon request. All rental and associated costs will be your responsibility. Discounted rental rates will be sought when available. All costs relating to parts, labour and other associated costs for towing or repair of the vehicle involved in an accident, or attempted theft, will be the responsibility of the owner. Some of the services provided by BMW Group Accident Management may be limited subject to the guidelines and procedures of your insurance company and/or policy entitlements. As the insurance company is the ultimate body responsible for any damage claims, BMW Group Accident Management will adhere to any instructions or directions they provide. Please note: in certain areas within Australia, local government authorities manage all accident towing contractors via Accident Allocation Centres (AAC). Within such areas BMW Group Accident Management is unable to arrange the attendance of its own accident towing companies and is required by law to contact the AAC to arrange all accident towing. Accident Management Assistance Services do not extend to insurance policy interpretation or application. General.

12 Transfer of cover. Programme conditions. BMW Group Roadside Assistance & Accident Management is fully transferable between owners at any time during the period of cover. However, no refunds will be provided for cancellation of benefit. If you have purchased a BMW which is eligible for BMW Group Roadside Assistance & Accident Management, please complete the reply paid BMW Change of Ownership Card contained in the back of this brochure and return it to BMW Group Australia. If the Change of Ownership Card has been removed, please pass your details to: BMW Group Australia Customer Interaction Centre Fax: Phone: Any roadside assistance required as a result of driving on a racetrack, competing in organised road/off road rallies, inappropriate use, incorrect repair or faulty workmanship on the car by an unauthorised BMW dealer, or directly due to the fitment of non-genuine parts and/or accessories; will be co-ordinated by BMW Group Roadside Assistance & Accident Management; however, all costs will be the owner s responsibility. To be eligible for BMW Group Roadside Assistance & Accident Management, your BMW must be well maintained and of sound mechanical and roadworthy condition. If you have any doubt of the condition of your car, please do not hesitate to contact your local BMW dealer, who will arrange an inspection. Some services are excluded from the cover of BMW Group Roadside Assistance & Accident Management, and these are listed below: Costs of repairs other than provision of fuel and mechanical assistance. Any rental vehicle cost which would normally be payable by you, such as security deposit, excess kilometres, petrol and toll charges, or accident excess in the event that the hire car (if provided under the policy) is involved in an accident. In the interests of providing a quality service, BMW Group Roadside Assistance & Accident Management reserves the right to amend or withdraw service where utilisation is excessive due to the lack of regular and preventative maintenance or failure to rectify any recurring fault. Roadside Assistance & Accident Management is offered by BMW Australia Ltd ABN BMW Group Roadside Assistance & Accident Management service is provided by ETI Australia Pty Ltd, a company of the Mondial Assistance Group. ABN The information outlined here was correct at the time of printing but is subject to changes at any time and without notice. BMW Group Important Information.

13 More about BMW Freecall BMW Group Australia Ltd, ABN , 05/06, Part No , BMW8542