Stranded on road? SOS your insurer

A couple of years earlier, Anjana Bhatt was stranded for hours in the middle of the night when her car met with an accident on the highway.

Fortunately, if a similar situation were to occur today, she would not only be able to check into the nearest hotel, but also get the expenses reimbursed by her insurer.

With general insurance companies offering value-added riders, policyholders have help at hand.

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Customers can expect emergency transport, fuel delivery (up to five litres), duplicate keys if one is locked out with keys inside the car, fixing of flat tyres and a host of other such services.

"Though such add-ons are popular across segments, high-end car owners are more open to the value-added facilities we provide.

Those with smaller cars are more price-sensitive," says K N Murali, senior vice-president and head (motor insurance) at Bharti AXA General Insurance.

Some like TATA AIG General Insurance have linked the roadside assistance services as add-ons, which come into effect only when accident claims are made.

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Most others sell it as a separate 'assistance product' to help customers in the event of an emergency car breakdown.

However, there can be attached conditions which should be considered before opting for the service.

For instance, even as HDFC ERGO offers the service for cars of any model and age, most others limit it to the first five years.

According to insurers, most car owners who have paid off loans by the fifth year prefer third-party policies, instead of comprehensive ones with add-ons.

While providing assistance, insurers also impose a territorial limit: A 50-km radius from the place of breakdown to the nearest vendor.

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"Services beyond 50 km shall be provided on additional charges at agreed rates, which shall be paid by the client on the spot," says Karan Chopra, head (retail business), HDFC ERGO.

While insurers are ready to bear the cost of minor repairs, those associated with replacement of major parts, duplicate keys and fuel, etc, will have to be borne by the customer.

Even the overall service has a cost attached. Suppose, you were to take the service from insurers such as Bharti Axa and HDFC ERGO, who offer roadside assistance as a separate product, you would have to pay an annual Rs 400, over and above your motor premium.

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If taken as an add-on to the base policy, it works out cheaper.

For instance, the additional premium on TATA AIG's motor cover having a sum insured of Rs 10,000, costs around Rs 122.
However, before you sign up for the service, you may want to check with your car manufacturer.

For instance, Maruti Suzuki and Hyundai Motors have started offering free roadside assistance during the two-year warranty period.

In fact, the services continue even after the warranty period, but the customer has to bear the expenses incurred.

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"Roadside assistance from a car manufacturer will work out cheaper, especially if your warranty period has not expired," says Sanjay Kadekar, general manger,  Maruti True Value.

Unless, of course, the expenses can be claimed.

"We cover emergency expenses up to the sum insured opted by the customer and reimburse the same, subject to submission of proof of expenditure.

In case of roadside assistance services, service is provided only in the form of arranging hotel and taxi and you have to bear actual expenses from your pocket," says Gaurav Garg, CEO and managing director, TATA AIG General Insurance.

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So, unless the damaged part has a warranty, its replacement will cost you.

Also, some manufacturers offer the service only for a breakdown occurring within 50 km from the nearest authorized dealer or workshop.

Obviously, customers who are part of car manufacturers with a large network will be at an advantage.

Currently, insurers offer a wider range of services than car manufacturers.

For instance, the assistance offered by a manufacturer will not cover transportation from the breakdown spot or, a hotel accommodation.