Road Care and Accident Assistance


We're there when you need us.

Our Road Care and Accident Assistance line is available 24 hours a day, 365 days a year*.

Road Care and Accident Assistance


We're there when you need us.

Our Road Care and Accident Assistance line is available 24 hours a day, 365 days a year*.

Toll free number
 

0800 622 277

      

Call now

Mercedes-Benz Road Care is designed to provide Mercedes-Benz owners with assistance in case of a breakdown in New Zealand, 24/7. Mercedes-Benz Road Care is provided as part of your vehicle warranty and provides a whole lot more than just breakdown assistance.

Whether you need information on a local hotel or the latest traffic report Mercedes-Benz Road Care can help you. Here is just a small list of the benefits[1] Mercedes-Benz Road Care provides:

  • Road Care Response (flat tyres, flat batteries, emergency vehicle access, emergency fuel)
  • Vehicle Towing / Recovery / Transport / Taxi
  • Accident / Theft
  • Vehicle replacement
  • Keys
  • Vehicle relocation
  • Accommodation
  • General enquiries

All these services and more are available 24-hours a day 7-days a week by calling the toll free number provided with your Mercedes-Benz Road Care card.

*Subject to availability and to the terms and conditions contained below.
[1] Some benefits relate to certain terms and conditions and can be requested by talking to your authorised Mercedes-Benz retailer or by calling 0800 622 277.

Benefits and solutions


Road Care Assistance.

Benefits and solutions


Road Care Assistance.

    • Flat Battery

      Flat Battery

      If you find yourself immobilised with a battery problem, we will attend to your vehicle, test the battery for performance, jump start the flat battery or if required, arrange a replacement battery under warranty or coordinate the supply of any battery outside the warranty period the cost of which you may be responsible for.

    • Out of Fuel

      Out of Fuel

      If your vehicle runs out of fuel we will provide sufficient petrol or diesel (to maximum of 5 litres) for you to travel to the nearest available refuelling facility. If your EQ vehicle runs out of charge, we will provide you with enough electric charging to travel to the  nearest available re-charging facility or transport your vehicle to the nearest recharging facility.

    • Flat Tyres

      Flat Tyres

      If you have a flat tyre, we will send assistance and attempt to mobilise your vehicle (excludes any necessary replacement tyres).

    • Lost or Locked Keys

      Lost or Locked Keys

      If you lose your keys or lock them in your vehicle, we will either retrieve a spare key from your home or gain access to your vehicle. ** (Any costs for this service in excess of $170 inclusive of GST, labour, parts and taxes, will be charged to you).

      **Legal ownership of the vehicle must be established prior to any assistance with lost or locked keys being provided.
    • Vehicle Towing / Taxi

      Vehicle Towing / Taxi

      If your vehicle cannot be successfully mobilised at the roadside or cannot be safely driven, it will be towed/transported to the nearest Authorised Mercedes-Benz Service Retailer. 

      Should you require it, we will provide you with one taxi ride to a maximum value of $200 (inclusive of GST), per breakdown, to help enable you to continue your journey to the nearest town or within the same city where the breakdown has occurred.

    • Bogged Vehicle

      Bogged Vehicle

      We will attend and recover your vehicle from a bogged situation provided that reasonable and safe access is available to a conventional two wheel drive recovery vehicle and no other specialist equipment is necessary.

      Should specialist equipment and/or towing become necessary, services may be provided at our discretion, but all additional costs above a standard call-out rate of $150 (inclusive of GST) will be at your responsibility.

    • Caravan and Trailer Assistance

      Caravan and Trailer Assistance

      If your vehicle suffers a breakdown and requires transportation to a repairer, we will transport any attached caravan or trailer:
      • to the same repairer; or
      • to a location as requested by you if it’s within the initial transportation distance; or
      • up to 50 kilometres by road from the site of the immobilised vehicle, whichever is closest. Please refer to the section outlining limitations to towing.

      It is your responsibility to inform our customer service assistant that your vehicle is towing a caravan or trailer prior to a service provider being dispatched to assist you. If you do not tell us, you may be responsible for any/all subsequent costs associated with the caravan or trailer towing.

      This service does not extend to breakdown related matters associated with the caravan or trailer itself or caravan and trailer couplings where your vehicle is still mobile.

      The caravan or trailer cannot exceed the legal towing weight or dimension restrictions for a passenger vehicle transporter.

    • Emergency Travel Benefits

      Emergency Travel Benefits

      If you have a breakdown when you are more than 70km from home and your vehicle cannot be repaired on the same day, we will provide the following benefits:

      1.    Emergency Accommodation: We will provide up to 4 nights accommodation up to the value of $200 per night including GST (room cost only) should you decide to remain with your vehicle while it is repaired locally. Any non-room charges or, amounts in excess of the limit will be solely borne by you. This benefit cannot be used in conjunction with car rental and will stop once your vehicle has been repaired.

      2.    Rental Vehicle: We will provide a rental vehicle up to a limit of $1,000 including GST. Any amount charged in excess of this limit will be at your cost. You will be responsible for all fuel costs, toll charges, insurance excess reduction, excess kilometre charges, any traffic infringements, any damage and any excess or insurance waivers on the rental vehicle. This benefit cannot be used in conjunction with accommodation and will stop once your vehicle has been repaired.

      3.    Alternative Transportation: We will transport you and up to four of your passengers to your home or to your intended destination up to a maximum of $1,000 including GST, per incident, should accommodation or a rental vehicle be unavailable. Any amounts charged in excess of this will be at your cost.

      4.    Vehicle Relocation: If you have left the vehicle to continue your journey, vehicle relocation will be provided to deliver the vehicle, once repaired, to your home or intended destination (whichever is the nearest) where the distance between you and the selected Authorised Autobody Repairer is greater than 70kms. Alternatively, return transport will be provided to enable the driver to pick up the repaired vehicle.

    • Emergency Message Relay

      Emergency Message Relay

      Following a breakdown or accident, we will relay urgent messages to family, friends or business associates likely to be affected or concerned by the disruption or delay and/or provide advice on local transport options and alternatives. 

      We will provide, wherever possible, emergency assistance with cancellation and rebooking of any pre-booked travel arrangements, including accommodation and flight reservations. Costs associated with rebooking or cancelling travel.

    Benefits and solutions


    Accident Assistance.

    Benefits and solutions


    Accident Assistance.

    We will provide the following in the event of an accident where required:

    • Establish if the vehicle is driveable;
    • Arrange attendance of relevant emergency services i.e. Ambulance, Police, Fire Brigade;
    • 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 license details.

      • Accommodation

        Accommodation

        Should you require emergency accommodation, we will endeavour to arrange such at discounted rates where available. All costs are your responsibility[3].  

      • Rental Car Arrangements

        Rental Car Arrangements

        We will arrange a rental car for you upon request. All rental and associated costs are your responsibility. We will arrange discounted rental rates where available.

      • Emergency Travel Booking Service

        Emergency Travel Booking Service

        Should travel plans be interrupted due to an accident, we will contact, wherever possible, relevant persons to cancel or rebook your travel arrangements, arrange alternative transport and arrange relocation of the vehicle once repaired. All costs incurred are your responsibility.

      • Towing

        Towing

        If your vehicle cannot be successfully mobilised at the roadside or cannot be safely driven, it will be towed/ transported to the nearest Authorised Mercedes-Benz Service Retailer or Authorised Autobody Repairer. In cases of extreme distance, your vehicle may be transported to a suitably equipped service centre recommended by Mercedes-Benz New Zealand Ltd. All costs are your responsibility.  

      • Taxi

        Taxi

        Should you require, we will provide assistance in booking a taxi to enable you to continue your journey to the nearest town or within the same city where the breakdown has occurred. All costs are your responsibility.

      Other Assistance:

      Other Assistance:

      • Referral via email notification to Mercedes-Benz Authorised Autobody Repairers;
      • Record, maintain and provide insurance company with detailed referrals of Mercedes-Benz Authorised Autobody Repairers;
      • Introduce Mercedes-Benz Authorised Autobody Repairers to customers;
      • Reporting on each case and Mercedes-Benz Authorised Autobody Repairers referral details. Important Note: You should notify your insurance company as soon as possible regarding the costs (all costs associated with these services are at your cost, some state road authority regulations can restrict assistance).