Contacting roadside assistance
Contacting roadside assistance
Please request that your hirer calls for roadside assistance by contacting Camplify Customer Support 03 668 1211, Option 4.
Owners should not call for roadside assistance on behalf of the hirer as they may need to troubleshoot and sort assistance at the hirer's location.
Inclusion summary
The nationwide roadside assistance is capped at $3000 per year (resetting November 1st) and is included for all hires including Flexible, BYO, and Premium Members.
Inclusion summary:
- Towing to a repairer.
- Hirers’ accommodation (standard budget is approximately $150 per night for a maximum of 3 nights per incident, there may be instances where a higher amount is allocated due to factors such as the location, number of guests, or the season/holiday period).
- Repatriation of the hirer (hire car, bus, train, plane, taxi, or rideshare)
- NZRA are now able to support core vehicle functionality loss such as assistance troubleshooting refrigeration affecting storage of food or hot water affecting showers and house issues.
Personal use
National roadside assistance is not available when the RV is being utilised for personal use by any member of Camplify.
In the event of a breakdown during personal use, the owner must make their own arrangements.
Exclusions
Roadside assistance is provided so all users of the Camplify platform can enjoy peace of mind when hiring. It is important to note that roadside assistance and damage cover under the Camplify promise are separate policies.
Below are a few common misconceptions that are not included in roadside assistance:
- Repairs of the RV once towed to the repairer. This would be assessed under the Camplify Promise
- Additional towing after the RV has been returned to the owner
- Storage costs
- Reimbursement for any lost accommodation such as site fees that the hirer has been unable to honor due to the breakdown
- Costs outside of the terms and conditions of entitlements
If an owner exhausts their $3000 benefits before they reset on Nov 01st, they will be liable for any additional costs.
Roadside example scenario
Stephen owns a Troopy, and unfortunately, his van breaks down in Cape Reinga in the far north o the North Island.
- Hirer calls Camplify for Roadside assistance 03 668 1211, Option 4.
- Roadside assistance patrol person/tow person attends the location and determines the RV must be towed to Broome for repairs.
- Hirer contacts the Owner and informs them of the need for repairs.
- Owner finds a suitable mechanic, gives authorisation for repairs and informs the hirer and the person towing.
- Tow person informs Camplify of the need to tow and that the hirer needs alternative accomodation as the payments must be approved by Camplify.
- Camplify approves.
- Tow person informs both hirer and owner of the approval.
Camplify supports the hirer and owner by giving updates and answering any queries each party may have.
Costs incurred:
$800 - Towing
$290 - Accommodation
$500 - 2 New tyres
Scenario A:
Stephen has not used any of his annual $3000 Roadside Benefit cap.
The $800 cost of the tow and $150 of the accommodation, is absorbed by the Roadside Benefits. Stephen has $2050 of his annual cap left.
The hirer will pay an additional $140 for the accommodation (Benefits cover up to $150 a night).
Stephen will have to pay the cost of the new tyres. As this was a mechanical issue, and considered wear and tear this is not covered under the Camplify Promise.
Scenario B:
Stephen has used $2600 of his annual $3000 Roadside Benefit cap.
The National Roadside Assistance provider will call Camplify to inform them that Stephen is very close to exhausting his Benefit cap, with only $400 remaining.
The cost of the $150 accommodation will bring the benefit cap up to $2750. This does not leave enough to cover the entire cost of the tow.
Stephen will have to cover the difference and pay this directly to the tow contractor before the service is booked.
As above, the hirer will have to pay an additional $140 for the accommodation, and Stephen will have to pay the cost of the new tyres.
Stephens roadside benefits will reset on Nov 1st.
If any breakdowns occur on hire before this date, he will have no coverage for towing or recovery.