Tel: +27 11 291 7300        3rd Floor, West Tower, 88 Stella Road Sandown Sandton, 2196

EMERGENCY ROADSIDE ASSISTANCE (Standard)

One Loyalty Rewards Roadside Assistance is a dedicated automotive assistance service for your vehicle and is offered 24 hours per day, 365 days per year Australia-wide.

  1. Roadside Assistance
    One Loyalty will rectify, where it is possible and safe to do so, most common breakdown related problems including inflation of a flat tyre, replacement of a flat tyre with the Vehicle's serviceable spare and jump-starting of a flat battery
  2. Minor Roadside Repairs
    One Loyalty will carry out minor breakdown related repairs where it is possible and safe to do so, at the roadside. However, if major parts or factory diagnostic equipment is required, the vehicle will be transported to an Authorised Service Centre. The cost of repairs including labour and any required parts will be your responsibility. We will be responsible for the cost of transportation only.
  3. Technical Advice
    Where appropriate, telephone technical advice will be provided in relation to the vehicle operation, any safety warnings or lights that may appear or technical / mechanical information regarding the vehicle.
  4. Battery and Parts Replacement
    One Loyalty will cover the cost of any labour used to facilitate the roadside repair, where possible, of any mechanical failures, including the replacement of the battery if required. The owner / driver would be responsible for all costs incurred in the provision of this service (excluding labour).
  5. Emergency Fuel
    One Loyalty will arrange for either the delivery of an emergency supply of fuel, or where government regulations apply, transport the customer's vehicle to the nearest refuelling station. The owner / driver would be responsible for the cost of any fuel supplied in the provision of this service.
  6. Key Replacement, Locksmith Service or Courier Service
    As it is not possible to gain entry to most vehicles without a key, if the key has been lost or stolen, One Loyalty will either arrange for the spare key to be delivered to the customer by taxi or arrange for a locksmith to attend. The owner / driver would be responsible for all costs incurred in the provision of this service. In the event that you require the vehicle to be broken into to recover keys locked inside the vehicle, no responsibility will be held for any loss or damage that occurs to the vehicle as a result. This service may not be available in all cases.
  7. Towing
    If the vehicle cannot be mobilized on the roadside, we will arrange for the vehicle to be transported to the nearest authorized service facility as soon as practical. The included towing allowance will be 10 kilometres. The policy holder will be responsible for all towing costs in excess of the agreed distance entitlement in line with attending contractor rate. One Loyalty will provide assistance if the vehicle is located on any gazetted public road. However, if the breakdown has occurred while the vehicle is not located on gazetted public road, while on private property or is bogged, all costs will be the responsibility of the customer?

EMERGENCY ROADSIDE ASSISTANCE (Premium)

  1. Roadside Assistance
    One Loyalty will rectify, where it is possible and safe to do so, most common breakdown related problems including inflation of a flat tyre, replacement of a flat tyre with the Vehicle's serviceable spare and jump-starting of a flat battery
  2. Minor Roadside Repairs
    One Loyalty will carry out minor breakdown related repairs where it is possible and safe to do so, at the roadside. However, if major parts or factory diagnostic equipment is required, the vehicle will be transported to an Authorised Service Centre. The cost of repairs including labour and any required parts will be your responsibility. We will be responsible for the cost of transportation only.
  3. Technical Advice
    Telephone technical advice will be provided in relation to the vehicle operation, any safety warnings or lights that may appear or technical / mechanical information regarding the vehicle.
  4. Battery and Parts Replacement
    One Loyalty will cover the cost of any labour used to facilitate the roadside repair, where possible, of any mechanical failures, including the replacement of the battery if required. The owner / driver would be responsible for all costs incurred in the provision of this service.
  5. Emergency Fuel
    One Loyalty will arrange for either the delivery of an emergency supply of fuel, or where government regulations apply, transport the customer's vehicle to the nearest refuelling station. The owner / driver would be responsible for the cost of any fuel supplied in the provision of this service.
  6. Key Replacement, Locksmith Service or Courier Service
    As it is not possible to gain entry to most vehicles without a key, if the key has been lost or stolen, One Loyalty will either arrange for the spare key to be delivered to the customer by taxi or arrange for a locksmith to attend. The owner / driver would be responsible for all costs in excess of $150 incurred in the provision of this service. In the event that you require the vehicle to be broken into to recover keys locked inside the vehicle no responsibility will be held for any loss or damage to occurs to the vehicle as a result. This service may not be available in all cases.
  7. Towing
    If the vehicle cannot be mobilized, the vehicle will be transported to the nearest authorized service facility. The included towing allowance will be 20 kilometres in metropolitan areas, and 100 kilometres all other areas. The policy holder will be responsible for all towing costs in excess of the agreed distance entitlement in line with attending contractor rate. One Loyalty will provide assistance if the vehicle is located on any gazetted public road. However, if the breakdown has occurred while the vehicle is not located on gazetted public road, while on private property or is bogged, all costs will be the responsibility of the customer?
  8. Follow Up
    In cases where the vehicle has been transported to an Authorised Service Centre after a breakdown by One Loyalty, we will proactively follow up every case to ensure that the vehicle is back on the road as soon as possible. One Loyalty will contact the Authorised Service Centre within 24 hours to confirm that the vehicle has been rectified and ready for pick up.
  9. Urgent Message Relay
    In the event of a breakdown or accident, One Loyalty can connect the caller through to family members, friends or business associates so as to notify them of any possible delays.
  10. Accident Coordination & Towing
    One Loyalty will assist the owner following an accident in obtaining the necessary information from other parties, undertake the correct action with regards to police involvement and manage the demands of tow truck operators who may be at the scene of the accident.
  11. Emergency Taxi Transport
    Where One Loyalty has been contacted to arrange breakdown assistance, and the vehicle requires transport, we can arrange and provide taxi trip. One Loyalty will be responsible up to the value of $50.00 inclusive of GST per event, payable by reimbursement. Additional benefits provided to roadside assistance members if their vehicle will be immobilised with a failure over 100 kilometres from their home for longer than 24 hours.
  12. Accommodation Assistance
    One Loyalty will provide hotel accommodation for the driver and four passengers for three nights to a maximum of five nights to maximum value of $150.00 inclusive of GST per night. The owner / driver would be responsible for all meals, telephone call costs and any hotel sundries used by the owner / driver. Entitlements are paid by reimbursement.
  13. Rental Car Assistance
    One Loyalty will supply a rental car for the Customer for up to a maximum of 4 days at maximum value of $75.00 per day inclusive of GST. Rental car entitlements cease once the vehicle has been repaired. The driver / hirer of the rental car would be responsible for all sundry costs, including fuel costs, excess kilometre charges, Insurance Excess reduction fees, cost of damages to and excess payable on the rental car. Entitlements are paid by reimbursement.
Your checklist when calling for help:
  1. To access One Loyalty's roadside assistance call the dedicated number.
  2. Have your vehicle details (VIN and Registration number) and your contact telephone number on-hand.
  3. Confirm the location of your vehicle and provide a detailed description of the problem.
  4. If your vehicle has broken down in a hazardous location, please advise the operator when you call and ensure that you are not exposed to danger from oncoming vehicles.
  5. Once assistance has been called and a time of arrival agreed to, it's vital that you remain with you vehicle unless you have made alternative arrangements with the Roadside Assist operator due to feeling unsafe (for example). If our operator arrives at the scene of the breakdown and your vehicle is unattended (and you failed to notify the Roadside team) consequent call outs may be charged to you.
* Terms & Conditions Apply
  • Services will only be rendered to validated beneficiaries.
  • Battery replacement costs are for the beneficiary's account.
  • All services must be authorised, arranged and managed by the call centre. Any costs incurred through arrangements made by the beneficiary without prior authorisation from the call centre, shall not be reimbursed.
  • In the event of a mechanical or electrical breakdown, the vehicle is to be towed to the closest franchised dealer or repair centre from the scene of the breakdown.
  • The liability only extends to the towing of one vehicle and not a trailer, boat or caravan. Multiple tows (e.g. where you need a trailer, boat or caravan towed) will be for the beneficiary's account. Second Tows will be for the beneficiary's account.
  • A Beneficiary will only be entitled to the car hire and overnight accommodation benefits if the vehicle was towed by the service provider.
The Beneficiary will not be entitled to service where:
  • The vehicle is not in a roadworthy condition.
  • The vehicle is unattended, unless organised at the time of arranging assistance.
  • The vehicle is a motor home or large panel van (weighing in the excess of 3.5 tons).
  • The vehicle has a gross mass exceeding 3.5 tons (this translates into coverage for all registered passenger vehicles, plus light commercial vehicles).
  • The fault is with a trailer, boat trailer or caravan.
  • The vehicle is already at a place of repair.
  • The vehicle has had a previous service and the recommended repair has not been carried out. i.e. Battery Replacement.
  • Involved in any way or form of racing or motor sports.
  • Modified, large or heavy enough to require a specialist or heavy haulage towing provider.
  • Damage is caused by the fitment of non-genuine accessories.
  • Where the vehicle is carrying more passengers or towing a greater weight than which it was designed as stated in the manufacturers specficifications or arising from connection with the improper; unauthorised ; reckless or negligent operation of the vehicle of misuse of the vehicle.
  • Loss or damage directly or indirectly occassioned by or happening or in consequence of war, invasion, act of God, act of foreign enemies, hostilities whether war can be declared or not, civil war, rebellion, insurrection, terrorism, military and usurped power; riot or civil commotion or sabotage or any other events (whether falling into the same genus, species, class or category as the forgoing or not) beyond the control of you or the person operating or having control of the vehicle at the time of incident.
The service provider does not refund:
  • Labour, overtime or cellular-phone charges, toll-gate fees, call-out fees, weekend levies, storage charges, hitching/salvage/recovery (defined as an insurable risk related to accessing the vehicle) fees and the cost of spare parts
  • Repair charges
  • Charges for assistance rendered by a private person
  • Charges for assistance required due to participation in a motorised-sporting event

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