Insurance Company Roadside Assistance Service

1. Definition and Policy Background

Insurance company roadside assistance service refers to the non-accident roadside recovery and emergency value-added service provided by general insurance companies to policyholders with commercial motor insurance (particularly Comprehensive/Own Damage cover). Introduced as a key component of the "Special Endorsement for Additional Motor Vehicle Value-Added Services" following the comprehensive motor insurance reform, its primary objective is to dispatch third-party recovery teams for on-site emergency troubleshooting when a vehicle suffers a breakdown (non-accident-related), ensuring drivers are safely assisted out of distress while enhancing the insurer’s competitive edge.

2. Eligibility and Restrictions

Vehicle Type Eligibility: Restricted strictly to private passenger cars and non-commercial vehicles with 9 seats or fewer. Motorcycles, taxis, lorries, and commercial passenger vehicles are excluded from this service.
Policy Status: The vehicle must be covered under an active commercial motor insurance policy (standalone compulsory third-party insurance is not eligible), with the value-added service endorsement clause selected during policy underwriting.
Qualifying Breakdown Scenarios: Applicable solely to immobilised vehicles resulting from internal mechanical failure, electrical faults, a flat car battery, or a tyre puncture. Vehicle immobilisation caused by insurable events such as road traffic accidents, flood damage, or spontaneous combustion must be processed via standard insurance claims channels rather than this value-added service.

3. Scope of Services and Entitlements

Standard breakdown assistance services and industry norms are outlined below:

Service Item	Coverage Details	Cost Allocation
Towing Service	Towing the broken-down vehicle to a designated workshop	Complimentary within capped mileage (e.g. 50 km or 100 km per trip); excess mileage borne by policyholder
Jump-Start Service	On-site battery jump-start for flat batteries	Complimentary (prohibited in heavy rain or when vehicle is flooded)
Tyre Replacement	On-site assistance to replace a punctured tyre with a spare; customer must provide a roadworthy spare tyre	Labour is complimentary; cost of replacement tyres is borne by policyholder
Emergency Fuel Delivery	Delivery of emergency fuel (typically ≤ 5–10 litres)	Delivery service is complimentary; cost of fuel and fuel container borne by customer
Minor On-Site Repairs	Quick troubleshooting of minor mechanical/electrical faults completed within 30 minutes	Labour is complimentary; replacement spare parts borne by customer
Vehicle Extrication & Recovery	Winching or crane recovery assistance when stuck in a roadside ditch or mud pit	Complimentary within standard recovery limits
Emergency Water / Coolant Top-Up	On-site radiator top-up for low water or insufficient coolant	Service is complimentary; fluid/material costs borne by customer

Annual service entitlement is subject to individual policy terms, varying across insurance companies and packages (e.g. 2 times per year, 7 times per year, or unlimited call-outs).

4. Service Radius and Geographic Limits

Geographic Coverage: Accessible public roads within a 50 km radius of central business districts in direct-administered municipalities, provincial capitals, prefecture-level cities, and county centres nationwide.
Controlled Road Zones: On restricted roadways such as expressways, tunnels, bridges, and elevated highways, third-party recovery vehicles are barred by law. Clearance must be handled by authorised tow operators appointed by the highway traffic police or concessionaires. The insurer can only take over towing and assistance once the vehicle has been brought to the nearest expressway exit.
Off-Road Exclusions: Non-gazetted driving surfaces including deserts, swamps, beaches, riverbeds, and agricultural fields are strictly excluded from coverage.

5. Special Provisions for Accident Vehicles and Major Catastrophes

Accident-damaged vehicles (involving collisions, flooding, spontaneous combustion, etc.) do not qualify for non-accident roadside assistance and must be lodged via insurance claims channels. However, during major natural catastrophes (such as typhoons), selected insurance providers activate a "Free Emergency Accident Assistance" fast track, extending complimentary towing and rescue operations to the general public across affected zones regardless of whether they are existing policyholders.

6. Standard Operating Procedure and Important Tips

Verify Entitlement: Check your policy schedule to confirm that the "Special Endorsement for Roadside Assistance Service" is active and verify your remaining quota of complimentary call-outs.
Call Dedicated Hotline: Contact your insurer's official nationwide 24-hour customer service hotline (e.g. PICC 95518, CPIC 95500, China Continent Insurance 95590) and describe the vehicle breakdown and exact location.
Specify Exact Location: Provide clear road names and nearby prominent landmarks, or share real-time GPS coordinates via the insurer's mobile app for efficient dispatch.
Expressway Breakdown Protocol: If stranded on an expressway, dial the 12122 emergency hotline first for police-coordinated towing to the nearest toll plaza/exit, then contact your insurer for onward roadside assistance.