AST Roadside Assistance Cover

The Roadside Assistance cover provides you with a 24-hour breakdown assistance cover all over Malta and Gozo.

The roadside assistance service will be provided by our contractors, AST Road Assistance. Please read carefully the following terms and conditions that are applicable to this cover

IT IS IMPORTANT THAT YOU KEEP THE LETTER WE PROVIDED YOU WITH, SHOWING DETAILS OF YOUR
MEMBERSHIP WITH IN YOUR VEHICLE AS AST MAY REQUEST TO VIEW IT AS PROOF.

Definitions

We/us/our

Sultech & Co

Contractors/AST

AST Road Assistance

You

The policy holder or any authorized driver (as defined in the policy
document)

Your vehicle

The vehicle shown on the schedule belonging to you
Disabled When a vehicle is unable to be driven under its own power due to
any mechanical or electrical failure or inoperability due to a
collision.

1. General Terms & Conditions

a. Your entitlement to the roadside assistance service will be valid only until the expiry date of
your motor insurance policy. This entitlement is neither transferable nor refundable.

b. Your vehicle must be maintained in a road-worthy condition and in good running order at
all times.

c. The roadside assistance service will be provided to you only when your vehicle is disabled
due to a mechanical or electrical failure, or as a result of an accident, excluding however
fire, theft or attempted theft or vandalism.

d. The service is limited to Malta and Gozo only. Please see Section 7 ‘Transport between Malta
and Gozo’ below for charges that may apply.

e. The service is limited to making your disabled vehicle operable at the roadside where
possible or, upon failure to achieve this, to towing it directly to an address of your choice
within Malta and Gozo. There may be instances where it is not practical for AST to attempt
roadside repairs, and they have the right to decide that the best option is to tow your
vehicle.

i) If this occurs between 8am and 6pm from Monday to Friday (but excluding public
holidays), the vehicle will be towed to a repairer of your choice. It is your responsibility
to ensure that the repairer can accept the vehicle. If you decide to have your vehicle
towed to your home or another reasonable alternative location, you will be charged a
fee of €25 for any subsequent towing.

ii) If AST tow your vehicle to your repairer who for any reason, refuses to accept the
vehicle, a fee of €25 will be payable to tow the vehicle to another location and any
other subsequent towing will also be at a fee of €25.

iii) Outside these hours, your vehicle will be towed to your home address or a reasonable
alternative location and will be towed to the repairer of your choice without an extra
charge on the next available working day.

f. For the protection of your vehicle, services will be rendered only in your presence. After
requesting assistance from our contractors, please remain with your vehicle until the AST
recovery vehicle arrives on site. Alternatively, you may agree with the AST receptionist
to meet the AST representative and vehicle at a mutually agreed point. If you subsequently
decide that you no longer require the service and/or you leave the site, you are required to
inform AST accordingly. Failure to do so will result in a €15 fee being charged on your next
call for assistance.

g. Our contractors will do their best to attend to you as quickly as possible. There are occasions
however, when some delay will be unavoidable due to severe weather conditions or other
circumstances that create an unusually high demand for roadside assistance.

h. If you are unable to produce the roadside assistance letter that was issued with your policy,
our contractors are entitled to request payment for the service prior to this being provided.
A fiscal receipt will be issued and this payment will be reimbursed within a week directly by
AST only after due verification of entitlement to the service has been established and upon
the return of the fiscal receipt.

i. Only one person, being you or the authorized driver, will be allowed to ride in the AST
vehicle to accompany your vehicle to wherever it is being towed. Alternatively, that person
has the option of requesting to be dropped off at the nearest Bus Stop. If the towing occurs
during night-time the person will be dropped off at his residence in Malta or Gozo.

j. If your car has been involved in an accident that requires the attendance of the Police or
Local Wardens, you are to call for roadside assistance only after you have been given
clearance by them to move the vehicle. A fee of €15 will be payable if the AST recovery
vehicle arrives on site and is then required to wait until such clearance is given.

k. You are entitled to receive free professional advice on any matter relating to your vehicle
at the AST workshop if your vehicle has been involved in an accident.

l. If your car has been towed as a result of the fact that it could not be driven due to
mechanical or electrical failure or damage, or damage caused in an accident, you will not be
entitled to receive further roadside assistance until repairs have been carried out in full.

2. Services relating to battery failure.

a. At your option, a replacement of your vehicle’s battery on the spot can be arranged if in the
opinion of our contractors this is necessary, provided that the battery is available from our
contractor’s stock. You will be quoted the cost of the battery and you must affect payment
prior to it being fitted.

b. After the battery has been replaced on the spot by our contractors, you are entitled to have
your vehicle’s electrical system checked out at no charge at the AST workshop.

c. Our contractors reserve the right to charge a fee of €15 on the third call for assistance were
the cause of the breakdown is related to battery failure. This fee will have to be paid to them
before assistance can be provided.

3. Running out of Fuel

If your vehicle runs out of fuel AST can provide you with an emergency supply of fuel, for a
value of €15 which you will have to pay on delivery. If you prefer your car to be towed instead
you will become eligible to pay the standard towing fee.
If you request this service for a second time during the policy period, in addition you will
need to pay a fee of €40.

4. Assistance to gain access to your vehicle.

If you accidentally lock your vehicle’s ignition keys or devices used to gain entry and/or to
operate your vehicle inside it you will be entitled to assistance from our contractors to gain
access to the vehicle to recover the keys/device.

If you lose your vehicle’s ignition keys or devices used to gain entry and/or to operate your
vehicle our contractors will tow the vehicle to a destination of your choice within Malta and
Gozo.

This service is provided at no charge only in respect of your first request. If you request
this service more than once our contractors are entitled to charge a fee of €15 to be paid
prior to the service being provided. In case the Vehicle cannot be opened due to dead lock
devices and/or other modifications installed for security reasons, we can provide you with
details of a professional locksmith who will be able to attend on the spot. Any fees charged by
the locksmith will be borne by you. You will need to provide your ID card as confirmation of the
vehicle’s ownership before using this service and you must be present at all times.

5. Tyre service

a. Our contractors will replace a faulty wheel and/or tyre as long as a serviceable spare is
provided by you. The requirement for a serviceable spare is waived if your vehicle did not
include a spare wheel when purchased as new. Our contractors are entitled to charge a fee
of €15 if the vehicle is not equipped with a roadworthy spare wheel, jack, locknut, and tools
or, in the case of vehicles not originally supplied with a spare, without the original puncture
kit or other continued mobility equipment supplied.

b. If there is a problem with more than one tyre and/or wheel, your vehicle will be towed to
the nearest tyre repair facility. This roadside assistance service does not include the cost to
repair any tyres, wheels or accessories.

c. If the vehicle is not equipped with a spare wheel, it will be towed to nearest tyre repair
facility.
d. There may be circumstances where it is dangerous to replace the wheel or where it is not
practical to do so. At their discretion, AST may decide not to attempt to change the wheel
and to tow your vehicle to the nearest repair facility.

e. This service is free of charge for the first two call outs only, a fee of €15 will apply for every
other call out in the same policy period.

6. Exceptions to the provision of the service

a. If you request roadside assistance on more than two occasions where the cause of the
breakdown is established by our contractors as being the exact same mechanical or
electrical fault, a fee of €15 will be charged from your third call for assistance onwards.

b. AST reserves the right to make any subsequent calls for roadside assistance subject to the
payment of a fee if in their opinion the condition of the vehicle is such that you are likely to
incur more breakdowns. AST will advise you of this and will subsequently inform us.
c. AST reserves the right to charge a fee of €25 on the 6th callout You will be informed of this
by AST after the 5th assistance, and we will be copied with such notice.

d. This roadside assistance service may be terminated by us at any time and with immediate
effect, such termination being communicated to you verbally or by SMS, e-mail or fax and
confirmed by letter sent to your last registered address.

e. AST may refuse to provide the service if your vehicle is located in or is to be towed to an
area where the road surface is unpaved, can cause damage to the recovery vehicle or is
dangerous. It is at AST’s discretion as to whether they offer to provide the service at a
charge.

f. If, in AST’s opinion, the task to repair the fault, or to have your vehicle towed, requires nonstandard procedures, extra labour or specialist knowledge, the use of “dolly wheels” or if
access to the vehicle is limited by the quality of the road surface or other factors, they may
quote a fee to provide the assistance service. If you agree to this, the fee must be paid
before the service is provided.

g. If your vehicle is located in a basement garage or parking area to which access to the
recovery vehicle is limited due to steep or narrow ramps, low ceilings or other similar
factors, AST will do their utmost to provide some form of assistance, however they may
ultimately not be able to provide the assistance service required at all. Should they manage
to provide the service required, a fee of €30 and any parking fees relating to this situation
are to be fully borne by you.

h. This service does not apply when your vehicle needs to be towed from one location to
another:

i) while in the process of being serviced or repaired
ii) in order for it to be scrapped
iii) simply to change the location of where it is parked and/or garaged.
iv) If the vehicle is not correctly licensed to be driven on a road, for instance, license disc
expired.

i. For reasons of safety AST will not carry out temporary repairs on the steering or braking
systems of your vehicle, or on any safety components. If any of these parts are damaged
your vehicle will be towed.

j. The roadside assistance service is not applicable if your vehicle has a laden weight that
exceeds 3499kg. When calling for assistance please inform AST if the vehicle is loaded with
any goods. AST have the right to request that the any goods in your vehicle are unloaded
prior to providing the roadside assistance service. In any case, AST will not be responsible
for any damage caused to goods carried in the vehicle being towed. A fee of
€15 is payable if the AST recovery vehicle arrives on site and is required to wait while the
vehicle is unloaded.

k. If AST have reason to believe that your vehicle has been involved in any illegal activities
or is subject to a current police investigation, they have the option to refuse providing
assistance.

l. The roadside assistance service applies to your vehicle only and not to any trailers or
caravans.
m. If our contractors suggest that a part needs to be replaced for your vehicle to become
mobile once again, they will quote a price for the part, and you will have the option to pay
for this part or else request that your vehicle is towed.
n. Our contractors have the right not to provide the service if in their opinion this would put
their vehicle or personnel in any danger. No service will be provided if the driver is under
the influence of alcohol or drugs (other than drugs taken under medical supervision and not
for the treatment of drug addiction).

o. Our contractors will not be responsible for any damage caused to any low-hanging spoilers
or as a result of your vehicle having a modified suspension, while your vehicle is being towed.

p. It is at AST’s sole discretion as to whether to accept to tow a vehicle that has already been
towed by another service provider in the same breakdown incident.

7. Transport between Malta and Gozo

If the vehicle is normally based in Malta and assistance is requested while it is in Gozo, or
vice-versa:

i) The fees payable to Gozo Channel by our contractors to send both their driver and
recovery vehicle as well as an additional fee of €25 will be borne by you and must be
paid before the service is provided.

ii) The contractor’s recovery vehicle will only queue to board the ferry if it will be boardingthe first vessel that will depart.

8. Complaints

Our contractors are committed to providing the high standards of service required by our drivers
Should you feel that they have failed in this, we ask you to first take
up the matter with AST. If you are still not satisfied with their response, we ask you to submit
a complaint in writing or by email to us providing the full details of the incident and copying us
with any correspondence exchanges with our contractors.

Please note any correspondence
exchanged between us relating to such matters may be copied to our contractors.

IF YOU ARE ASKED TO PAY FOR ANY SERVICE, PLEASE MAKE SURE YOU ARE GIVEN A FISCAL
RECEIPT.

Main Office:

Sultech
GGX803,
New street off Triq Jean De la Valette,
Xewkija
Website: sultech.com.mt