Roadside Assistance Exclusions: When Help Isn't Covered
Roadside assistance can save you from an unexpected towing bill, but it does not cover every situation. Your insurer may reject a request if you arrange your own tow truck, break down in an excluded location or exceed the service limits.
- Last reviewed:
- Reviewed by:
- Compliance
- Call your insurer first. Most assistance plans require the insurer or its appointed provider to arrange the tow.
- Check the distance limit. You may need to pay for towing beyond the covered distance.
- Location matters. Unpaved roads and certain restricted areas may not be covered.
- Extra costs apply. Fuel, replacement parts, tolls and special equipment may be charged separately.
What roadside assistance may not cover
We reviewed the published roadside assistance terms from Allianz, Zurich Takaful, AIG and Liberty.
Their conditions differ, but these are some common exclusions and restrictions:
| Situation | What it means for you |
|---|---|
| Tow truck arranged without approval | Reimbursement may be refused |
| Towing beyond the distance limit | You may need to pay the extra cost |
| Breakdown on an unpaved or non-gazetted road | Assistance may not be available |
| Fuel, replacement parts, battery and tolls | Usually charged separately |
| Racing, rally or illegal vehicle use | Assistance may be excluded |
| Invalid road tax or registration details that do not match | Your request may be rejected |
| Lost keys or keys locked inside the car | Usually not covered under standard roadside assistance |
| Second tow or transfer between workshops | May be excluded or charged separately |
| Commercial or e-hailing use | Eligibility depends on the policy and assistance terms |
These examples are based on published assistance terms. Exclusions may vary by insurer, policy, certificate and assistance package. Check your own documents before relying on the service.
Limits that can catch you out
Towing distance and number of requests
Each insurer sets its own towing distance and usage limits. Some measure the distance on a round-trip basis, while others apply limits to the number of assistance requests you can make in a year.
For example, Allianz's Road Warrior programme has a published 450 km round-trip towing limit. Liberty Motorist Companion Extra has a limit of three emergency assistance events a year.
Before requesting a tow, check:
- How many kilometres are included.
- Whether the limit is one-way or round trip.
- How many assistance requests you can make each year.
- What you must pay if you exceed the limit.
Islands and restricted areas
Roadside assistance may not be available everywhere. Some providers exclude most islands or restrict service to selected locations.
For example, Zurich Takaful and AIG list Penang, Langkawi and Labuan as exceptions to certain island restrictions in their published assistance terms. Other providers may have different geographical limits.
If you are travelling to an island, highland or remote area, check with your insurer before the trip.
Special equipment and difficult recovery
A standard tow truck may not be enough if your car is stuck in a drain, river, basement or difficult-to-reach area.
Some insurers exclude recovery that requires special equipment, such as cranes or heavy-duty trailers. You may need to arrange and pay for this service yourself.
Minor repairs do not mean free parts
Some roadside assistance plans include basic on-site labour, such as help with a flat tyre or a battery problem. However, the service usually does not mean the insurer pays for everything.
You may still need to pay for:
- Replacement batteries and other parts.
- Petrol or diesel delivered to your vehicle.
- Tolls and other third-party charges.
- Repairs that go beyond the included labour allowance.
How to avoid a rejected roadside assistance request
A few checks before and during a breakdown can help prevent unexpected costs.
- Save your insurer's 24-hour hotline. Keep the number in your phone before you need it.
- Keep your road tax valid. Some providers exclude assistance if your vehicle does not meet registration or road tax requirements. You can renew car insurance and road tax together.
- Confirm the destination. Check where the tow truck will take your car and whether the workshop is on your insurer's panel. Learn more about panel and non-panel workshops.
- Read your policy documents. Check the assistance limits and exclusions in your Policy Wording or Product Disclosure Sheet (PDS). See our guide on how to read a car insurance PDS.
Request roadside help through BJAK
Eligible BJAK customers can request and track assistance through BJAK Digital Road Assist.
The assistance available still depends on your policy, eligibility and the applicable terms. Check your coverage before requesting help.
Frequently asked questions
Not necessarily. Most assistance plans require you to contact the insurer or its appointed provider first. Reimbursement may be considered in certain situations, such as service disruptions, but you should obtain approval from your insurer before arranging the tow.
The delivery service may be included, but the fuel itself is usually chargeable. Check your insurer's terms to confirm what is covered.
It depends on your policy. Some providers exclude breakdowns on unpaved or non-gazetted roads, including certain estate and off-road tracks.
Not always. Your insurer may require the vehicle to be taken to an approved or panel workshop, depending on the circumstances and policy terms. Confirm the destination before the tow begins.
Know your roadside assistance limits before you need them
Roadside assistance is useful, but knowing its exclusions can help you avoid unexpected bills. Save your insurer's hotline, call before arranging a tow and check the service limits in your policy.