Frequently Asked Questions
We help you stay ahead and informed with these helpful answers on protecting yourself, your home, business and more.
Total Assist
Questions on our Total Assist.
Total Assist is our 24/7 call centre service dedicated to helping you with any road accidents or breakdowns across Malaysia. With Total Assist, you can request services such as Battery Replacements, Fuel Delivery, Tyre Replacement, Jump Start Assistance, Ambulance Assistance and Towing services. If you are planning to make a claim, we can also provide a free towing service to one of our Authorised Panel Workshops who will continue to assist you after.
However, please note that we do not cover cases of vehicles not in a towable condition and the additional cost incurred due to request of equipment (e.g. Baby Tyre, Basement Towing, GoJack, Portable Jack / Dolly). This will have to be borne by you.
As part of your Comprehensive and PrOmilej* insurance coverage with us, we offer:
- Free towing of up to RM350**. Beyond this, you will be charged RM1.50 per/km (07:01am - 12:00pm) or RM2.00 per/km (00.01am - 07.00am) payable directly to the Service Provider.
- An unlimited number of service requests.
- 24 hour, 7 days a week service.
- Free labour of up to RM350**. However, any costs arising from spare parts replacements required during minor on-the-spot repairs will have to be borne by you.
- Battery Delivery and Replacement Services.
- Tyre Replacement Services.
- Jump Start Services.
- Fuel Delivery Services.
- Free minor on-the-spot assistance up to RM200***
Click here for details on all the additional benefits.
*within your mileage plan coverage.
**RM350 does not cover cases of vehicles not in towable condition and the additional cost incurred due to request of equipment (e.g. Baby Tyre, Basement Towing, GoJack, Portable Jack / Dolly) and will be borne by the Insured instead.
*** From 9.00am to 6:30pm daily, and chargeable from 6.31pm to 8.59am.
With Total Assist, you are also entitled to the following benefits:
- Free insurance claims services
In the event where the Auto Assist Members are involved in an accident, the Service Provider’s Authorised Panel Workshops will undertake to do all that are necessary in submiting insurance claims on behalf of the Auto Assist Members in so that the Auto Assist Members are able to enjoy hassle-free insurance claims submission. This is applicable for first party insurance claims and Vehicle which is repaired by the attending Service Provider’s Authorised Panel Workshops.
- Free 24-hour post-accident assistance
The Service Provider’s field support personnel shall assist Auto Assist Members in the aftermath of vehicle accidents. The assistance is limited to lodging of police reports, calling of ambulance when necessary and arranging for tow truck to tow the Vehicle to the police station and to the POIC’s Authorised Panel Workshop.
- Minor Service on-the-go
The Service Provider will provide Auto Assist Members with mobile lube service if so requested by the Auto Assist Members. The mobile lube service will include the following within pricing – Black Engine oil, Oil Filter, and labor charges. The pricing will be based on the make and year of the Auto Assist Members’ Vehicle. The Service Provider will offer a discount rate of up to a maximum of RM20.00. The mobile lube service will be done after the Auto Assist Member is agreeable to the price quoted.
- Ambulance Referral
The Service Provider will assist the Auto Assist Members in locating and obtaining a nearby ambulance service if so requested by the Auto Assist Members. This will ease their burden should they need such services and the Auto Assist Members shall pay directly to the ambulance company for all cost incurred.
- Car Rental Referral
The Service Provider will assist Auto Assist Members in locating and obtaining a nearby car rental service if so requested by the Auto Assist Members in the event where their Vehicle is immobilised. The Auto Assist Members shall pay directly to the car rental company for all cost incurred.
- Transmission of information during emergency
During motoring emergencies when an Auto Assist Members are involved in road accidents, the Service Provider shall provide assistance in relaying important messages to immediate families. Auto Assist Members need to call the Service Provider’s customer service hotline to request for this service.
As part of your Comprehensive insurance coverage with us, we offer:
- Free towing of up to RM150*. Beyond this, you will be charged RM1.50 per/km (07:01am - 12:00pm) or RM2.00 per/km (00.01am - 07.00am) payable directly to the Service Provider.
- An unlimited number of service requests.
- 24 hour, 7 days a week service.
- Free minor on-the-spot assistance up to RM200**
- Battery Delivery and Replacement Services.
- Tyre Replacement Services.
- Jump Start Services.
- Fuel Delivery Services.
Click here for details on all the additional benefits available.
*RM150 does not cover cases of motorcycles not in towable condition and the additional cost incurred due to request of equipment (e.g. Chain replacement, Spark plugs, petrol and tyre) will be borne by the insured instead.
** From 9.00am to 6:30pm daily, and chargeable from 6.31pm to 8.59am.
- Free insurance claims services
In the event where the Auto Assist Members are involved in an accident, the Service Provider’s Authorised Panel Workshops will undertake to do all that are necessary in submiting insurance claims on behalf of the Auto Assist Members in so that the Auto Assist Members are able to enjoy hassle-free insurance claims submission. This is applicable for first party insurance claims and Vehicle which is repaired by the attending Service Provider’s Authorised Panel Workshops.
- Free 24-hour post-accident assistance
The Service Provider’s field support personnel shall assist Auto Assist Members in the aftermath of vehicle accidents. The assistance is limited to lodging of police reports, calling of ambulance when necessary and arranging for tow truck to tow the Vehicle to the police station and to the POIC’s Authorised Panel Workshop.
- Minor Service on-the-go
The Service Provider will provide Auto Assist Members with mobile lube service if so requested by the Auto Assist Members. The mobile lube service will include the following within pricing – Black Engine oil, Oil Filter, and labor charges. The pricing will be based on the make and year of the Auto Assist Members’ Vehicle. The Service Provider will offer a discount rate of up to a maximum of RM20.00. The mobile lube service will be done after the Auto Assist Member is agreeable to the price quoted.
- Ambulance Referral
The Service Provider will assist the Auto Assist Members in locating and obtaining a nearby ambulance service if so requested by the Auto Assist Members. This will ease their burden should they need such services and the Auto Assist Members shall pay directly to the ambulance company for all cost incurred.
- Car Rental Referral
The Service Provider will assist Auto Assist Members in locating and obtaining a nearby car rental service if so requested by the Auto Assist Members in the event where their Vehicle is immobilised. The Auto Assist Members shall pay directly to the car rental company for all cost incurred.
- Transmission of information during emergency
During motoring emergencies when an Auto Assist Members are involved in road accidents, the Service Provider shall provide assistance in relaying important messages to immediate families. Auto Assist Members need to call the Service Provider’s customer service hotline to request for this service.
Whenever you are victim of a roadside accident or breakdown, just give us a call (and select the 9th option Towing, Breakdown or Accident Total Assist). Let us answer your questions and guide you out of your situation. We are here 24 hours, 7 days a week for you. This is our small thank you for putting your trust with us.
Total Assist will:
- Immediately connect you with a road assistance provider appointed by your insurer.
- Guide you in obtaining towing services as well as basic roadside assistance from approved workshops.
- Provide information and answers to common questions you may have when making a claim.
Yes, our Total Assist call centre is ready to answer any questions on making a claim. Once your vehicle has been towed to our Authorized Panel workshop, the workshop will continue to assist you in the paperwork and submission to us.
Yes, just select the 9th option (Accident or Breakdown Total Assist) when you give us a call.
Yes, we can. However, we recommend contacting MERS 999 if you are dealing with an emergency and in need of urgent medical assistance. By contacting us, we will advise you on the nearest hospital to your location and help connect you to the MERS 999 emergency services hotline.
Just give us a call (and select the 9th option - Towing, Breakdown or Accident Total Assist), our call centre service will help you through the situation you are facing. The Total Assist service is available around Malaysia, 24 hours, 7 days a week.
Yes, however, there will be additional charges. For more information on the benefits a member has, click here.
After you have lodged a police report, your vehicle will be towed to one of our Authorised Panel Workshops where they will assist you in making a claim.
If you are not making a claim, you may find yourself facing a claim from the other party involved- when this happens, please call us (and select option 7 – Insurance Claims) for assistance and advice.
Do note that if you have received any notice of any claim, demand for settlement or legal correspondence, please forward the documents to us immediately so that we may deal with it.
"Engine breakdown" means seizure of engine due to mechanical issues in the internal engine parts. Flat tires, chain break, faulty spark plugs or out of petrol are not included under this definition and will not be covered for motorcycle towing services or minor roadside repair.