Mondial Assistance

No matter how challenging the circumstances, we’ll do everything within our power to help those in need, as one family recently discovered.

A family with four teenage children were on a skiing holiday in Victoria, when their vehicle started choking. So they called the Roadside Assistance provider appointed by the manufacturer of their vehicle, Mondial Assistance, for help. Roadside Customer Service Assistant, Amy Andrew, answered the call and advised that their vehicle needed towing. After determining their location, Amy began sourcing accommodation and towing options.

It was now early evening, and all local accommodation was booked out due to the ski season. So Amy advised the customer that it would be best to get towed to the next town.

However, as the car could still be driven at 30km/h, the customer decided to drive. Unfortunately, halfway there, the vehicle experienced further problems, so they called Amy back to request towing.

While Amy was organising this, the customer drove past a pub with accommodation vacancies, so they asked to stay there for the night. As one night’s accommodation was included in their manufacturer’s Roadside Assistance membership entitlements, Amy was able to confirm a booking with the pub, as well as re-arrange the tow truck provider to pick up from there in the morning.

Now well past her clock-off time, Amy still had one last task to perform - to get the family home the next day. So she sourced a rental vehicle in the next town, and organised a taxi to take them there.

 The next day, Roadside Customer Service Assistant, Joshua Kimber, who took over the case, called to confirm the rental car, (an entitlement also included in the customer’s Roadside Assistance membership) and was advised that there were no cars available, as it was ski season. He began searching for another one, and eventually sourced a hire vehicle to get the family home.

Joshua also called the vehicle manufacturer’s dealership to advise that the customer’s car would be arriving later that day. The necessary repairs were conducted, and the vehicle was returned to the owner. 

Thanks to their manufacturer’s Roadside Assistance membership, the customer saved approximately $2,000 in towing, accommodation and car hire expenses. They also avoided the pressures of organising everything themselves. 

ABOVE LEFT: Roadside Customer Service Assistant, Amy Andrew, went above and beyond the call of duty to help a family stranded in country Victoria. 

You’re in good hands with Mondial Assistance. 

Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our professional approach ensured the best solutions for the customer, within their policy entitlements, during a very busy holiday season.

In 2007, our Automotive Assistance team helped with 71,700 roadside breakdowns Australia-wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.

Mondial Assistance Australia is a leading provider of assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.