Roadside FAQs

FAQs

• Can I request my own Service Provider?

  To be honest – we aren’t sure why you’d want to.

  Truck Assist has developed a comprehensive network of providers that will respond 24/7.

  There are exceptions to the rule on some cases but for the most part – we’ve got this!

• Can I get cover for multiple trucks?

  We’ve got two kinds of good news for you:

  • Firstly, yes - you can purchase cover for up to 10 trucks at a time, online. 
  • Secondly - if your fleet is larger than 10 trucks we still have a plan for you, but your best bet is to speak to us directly so we can work out the best solution for your needs. Call us on 1800 827 747.

• Are there translators, for non-English speaking callers?

  Si! Hai! Iya nih! Yes!

  We can service you in 160 languages.

  To be honest – we use a recognised professional interpreter service. So if it’s easier for you to get your message across in a language other than English, you’re with the right people!

• If I sell my truck, can I get a refund on my cover?

  Unfortunately the service cover does not transfer to the new owner and the service is not refundable.

• Is this service available in all States and Territories of Australia?

  Yes – that’s the point!

  Truck Assist provides coverage – no matter what, no matter when, utilising a national network of service providers.

  You may experience delays in obtaining assistance in remote or sparsely populated areas, but we’ll get there!

• How does my driver get home if they need the truck towed?

  We aren’t going to leave someone stranded in the middle of nowhere!

  Our call centre will sort that out for you. Need a taxi? Done.

  But you or your stranded driver will need to cover the cost at the time of service

• Do I have to be a registered business to purchase cover?

  No. Cover can be purchased under a business or personal name.

• How long will the service provider take to get to me?

  We aren’t going to leave you hanging on the side of the road with no idea how long someone is going to be. Mates don’t do that.

  It’s dependent on a couple of factors: location, time of day, and traffic conditions. We can give you an ETA once we’ve ascertained the above details and have engaged a service provider. We’ll keep you updated of any changes as best we can.

• Do I need to purchase cover for every individual that operates my truck?

  No. We’ve made it easy so you don’t have to!

  Cover is based on the truck, not the individual operator. You could have a different person operating your truck every day and the vehicle is still covered.

• If I call with a breakdown, but manage to repair it in the interim, can I call back to cancel the job?

  Yes of course!

  Let us know as soon as possible and we’ll cancel our service provider.

• If my truck needs towing, where will it be taken?

  Your truck will be towed to the nearest Truck Assist Service Provider…  who just happens to be one of the best across Australia.

  It’s actually pretty difficult to qualify as a Truck Assist Service Provider – so trust us when we insist on where your truck needs to be towed.

• Can I purchase the cover in someone else’s name? Or for a truck that isn’t mine?

  Yes and Yes.

  It makes an awesome gift too!

• Can I get repair advice over the phone if I know a thing or two about trucks – and save the service provider the trip?

  Yes. It makes perfect sense to get advice over the phone if you’ve got a bit of ‘know-how’ and ‘tools of trade’ on board.

  If this is the case, we’ll try to set up a conference call between you and the service provider, prior to them dispatching man-power.

• What happens if I change my truck registration?

  Just send an email to truckassist@nti.com.au advising your previous rego number and your new rego number.

  We’ll take care of the rest!

• Will my tools on board be secured? Are they covered for theft/damage?

  No – the driver/owner of the tools needs to take care of those.

  We’ll take care of the bigger issue – the truck.

• If I have accessories attached to my truck, e.g. a mounted crane or tailgate lift - that has stopped functioning and the truck is no longer mobile, will you still provide service?

  We don’t do things by halves.

  So, If the accessory has stopped functioning and renders your truck unable to be driven, chances are we’ll send out a service provider or tow the truck to a service provider.

• What if I’m carrying express freight, perishable or dangerous goods and my truck breaks down? Will my load be delivered?

  It’s a case-by-case basis.

  If the intended destination for the load differs greatly from the towing destination and/or falls outside of your towing limit, then costs incurred for the drop off might need to be taken care of by the driver at the time.

• What is an Excessive User?

  Excessive Use means repeated requests for assistance for the same service in a short period by a customer for their vehicle.

  For example, someone who is an Excessive User might call us every Monday for a jump start because the interior light was left on, the portable fridge was left on all weekend or has an electrical current draw. 

  But if you have experienced multiple breakdowns for unrelated issues, jump start, flat tyre, broken windscreen and a lockout. These are considered as unrelated, are not regular breakdowns across a 12 month period and are not repeated. This would not be considered Excessive Use. 

• How long am I covered for and how do I pay for it?

  Cover runs 12 months from date of purchase.

  It’s a simple one-off payment via credit card or monthly installments via Visa/MasterCard/Direct Account debit (made online or over the phone).

  Your choice!

• Can I cancel my Truck Assist Roadside Plan?

  If you are considering cancelling your Truck Assist Roadside Entitlement Plan, you must notify us in writing at info@truckassist.com.au. 

  When cancelling Your Truck Assist Roadside Entitlement Plan under your Agreement there will be no reimbursement of the remaining fees and you will be liable for the annual payment until received in full.

• What if I am locked out?

  Truck Assist will arrange a Service Provider to attempt to open your Vehicle.  The Driver may be asked to sign an indemnity releasing the Service Provider from any liability should damage be caused by such attempted entry. 

  The driver will be responsible for additional costs to Your  Roadside Entitlements, for example, if we have to contract a third party locksmith.

• Just say I’ve broken down, the tech arrives, and discovers it was just something I did wrong.. will I need to contribute to the cost?

  We get it – these things happen!

  As long as the repair is within your limits of entitlement as outlined by your plan, it's no drama. You won’t get a surprise bill.

• Do I have a roadside assistance plan included with my truck?

  Possibly. It's best to check with your manufacturer on whether they offer roadside assistance and if so, what is covered. 

  Some manufacturers provide a comprehensive roadside offer but others only offer access to a network and may charge you for all associated costs. Truck Assist has established strategic partnerships with Isuzu, Hino, Western Star which supports their customers’ vehicles.

• Can I purchase extended roadside cover when my manufacturer's cover expires?

  Some manufacturers (e.g. Isuzu, Hino, and Western Star) have roadside assistance available for purchase when the complimentary roadside provided on new vehicles expires.  These offers can be limited by the age of vehicle, so please check your manufacturer’s website for details.

• Can I purchase extra cover even though I have a manufacturer's roadside cover?

  Yes. If you feel you need additional cover more than the benefits provided under the manufacturer program you can purchase a Truck Assist Plan.  Where Truck Assist is the provider of the manufacturers program we will combine both covers to increase your limits and benefits.

• If I organise my own service provider, will I be reimbursed for any of my out of pocket costs?

  Only if we’ve arranged an agreement with you beforehand, we do not reimburse your costs after the event where there is no Truck Assist involvement .  If there is difficulty with getting providers in region we will work with you to get a solution, while supporting our national provider network.