A long road trip can be a challenge for any family. But what would you do if you had hired a motor home and it suddenly broke down in the middle of nowhere?

A family was enjoying a much-anticipated motoring holiday around Australia, when the motor home they had hired broke down, 500 kilometres from the nearest city.  Fortunately, the rental company of the motor home had provided Roadside Assistance for the vehicle through Mondial Assistance.

While travelling along the highway at 90km/hr, there were engine problems forcing the driver to pull over to the side of the road. The vehicle would not restart, so the driver called Mondial Assistance, as the provider of Roadside Assistance for the rental company.

Kellie Turner, our Roadside Customer Service Assistant was able to provide triage support, checking various parts of the vehicle with the customer over the phone, to determine what the problem could be. Kellie also liaised with the manufacturer of the motor home to confirm the vehicle symptoms and determine a solution for the customer. 

With complete engine failure, the motor home needed to be towed. Kellie contacted our towing providers in the vicinity, but there were none with the special equipment required to tow the heavy vehicle available.

As it was now late in the afternoon, Kellie turned her attention to the family’s safety. She needed to get them to the nearest accommodation facility before nightfall. With no taxis in the area, Kellie found a tow truck provider to take the family to a motel. Once the family was taken care of, the next challenge was to find a provider with the suitable equipment to transport the motor home.

Stephen Hayward, another Roadside Customer Service Assistant, who was on duty after Kellie, continued trying to source a provider to move the vehicle. The following day, Stephen was able to arrange a tow truck while he contacted the rental company who organised a replacement motor home for the family, so they could continue their holiday.

ABOVE LEFT: Roadside Customer Service Assistants, Kellie Turner and Stephen Hayward helped a family stranded 500 kilometres from the nearest city.

You’re in good hands with Mondial Assistance.
At Mondial Assistance, our Customer Assistance teams would not be able to help our manufacturing clients and their customers as well as we do, without being proactive. In this case, our proactive approach ensured the family’s safety first and foremost, while continuing the search for a suitable provider to transport their vehicle.

In 2006, our Automotive Assistance team helped with 68,000 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 is the global leader in assistance. Around the clock, around the world, we're always ready to help you - whatever it takes.