Assistance Services

Via the vehicle information line, the customer can request information and contact numbers for all authorized car services, repair shops, service stations, tire dealers, gas stations or towing companies in Turkey. If the request of the customer involves coverages which are out of the scope or which are above the limits, road assistance service is provided limited to arrangement, provided the price is agreed on a recorded phone line.

* All expenses related with use of these services will be paid by the customer to the relevant business line. Assistance Services will act as an intermediary between the customer and the service provider, and shall not be liable in any way for the losses and damages caused by wrongful performance of the service.

If a vehicle registered in the name of the customer is stranded because of a breakdown or accident, Assistance Services will pay for towing the vehicle to the nearest authorized car service within the same province, up to a TRY 400 limit. In out-of-scope cases, contact is established with relevant companies via teleconferencing for our mutually agreed prices after prices are confirmed by both parties. The service is provided to the customer on the condition that the charges will be borne by the customer.

When the towing service requires involvement of a crane, Assistance Services will pay the fee up to TRY 400, provided that the vehicle is towed to the nearest authorized car service within the same province. When the fee exceeds the limit, the consent of the customer is obtained before towing. The customer shall pay the difference to the service provider. If towing or use of a crane is not possible due to the load of the vehicle, Assistance Services will not be responsible for unloading the vehicle.

If the vehicle breaks down or an accident happens, either one of the following three coverages can be applied: Accommodation, travel, or a substitute vehicle to resume travel. These coverages may not be used at the same time.

• Accommodation

  Assistance Services provide this service in case of a breakdown or accident outside the province where the customer resides, or when the repair following the same lasts more than 24 hours. In cases where (i) the customer prefers to stay in the province where the breakdown/accident took place; (ii) there is no transport available; or (iii) weather and road conditions do not allow, Assistance Services cover accommodation in the region* where the breakdown/accident occurred, in a 3- or 4-star hotel (bed and breakfast), for maximum 3 consecutive nights, up to 5 persons in the vehicle and up to TRY 300** per night.

  *The hotel is selected by Assistance Services.
  **Ekstralar müşteriye aittir.

• Travel

  In the event that the vehicle cannot resume travel for more than 48 hours due to an accident or breakdown outside the province where the customer resides, travel coverage is available. Necessary arrangements for the customer to complete his/her travel are handled by Assistance Services, and travel expenses are covered within certain limits. Assistance Services specifies the means of travel according to the following criteria;

  • Bus Ticket: One-way ticket for distances below 500 km.
  • Flight Ticket: If there is an airport at departure and destination points, one-way economy class flight ticket for distances exceeding 500 km.
• Substitute Vehicle to Resume Travel

  If the vehicle still needs repair after more than 48 hours following the accident or breakdown and the customer wishes to rent a car to resume travel or return to his/her permanent residence, Assistance Services cover the fees for an economy class substitute vehicle, up to TRY 300 per day, up to 2 consecutive days. The customer cannot benefit from accommodation, travel to permanent residence, and car rental coverages at the same time.

In case the vehicle needs to be collected from a repair shop which is outside the province, or when a stolen vehicle is found, Assistance Services cover the travel expenses of the customer or another person designated by the customer to access the vehicle according to the following criteria;

• Bus Ticket: One-way ticket for distances below 500 km.
• Flight Ticket: If there is an airport at departure and destination points, one-way economy class flight ticket for distances exceeding 500 km.

In cases where the vehicle remains stranded due to a breakdown/accident or is stolen, and if more than 72 hours pass to repair or find it, Assistance Services cover the safekeeping fees for the vehicle up to 2 days, and up to a TRY 400 limit. If the repair expenses of the vehicle exceed the market value of the vehicle, Assistance Services do not cover any expenses.

In the event that, outside the province of permanent residence, the customer has an accident that renders the vehicle unusable or if the customer passes away, and if they are unable return to the permanent residence or complete the travel due to co-travelers not being able to replace the driver, Assistance Services* arrange a professional driver to handle the transport back to the permanent residence, or to resume travel**.

*The responsibility of Assistance Services is limited with the arrangement.
**Expenses associated with the professional driver service will be covered by the customer.

With its contracted reliable partners, Assistance Services offer discount VIP and airport transfer services in İstanbul, Ankara, Antalya, Dalaman, İzmir, Çeşme and Bodrum. The VIP transfers featuring a vehicle with a driver should be arranged at least 48 hours before the delivery of service.

In case an urgent repair* is required for the clean water system in the customer's residence because of a fracture and/or burst, Assistance Services forward a plumber to the customer's residence, and cover the standard expenses including materials and labor up to TRY 300 per incident, and up to 3 times per year. Expenses exceeding the limit will be paid directly by the customer, provided that the consent is obtained beforehand.

* The following is out of the scope of this service: Repair of any item in the house not related to plumbing, faucets or similar fixtures; compensation for, and repair of, damages caused by wetting and leak even if they are caused by a damage or physical break in the water system; repair or replacement of any electrical household appliances, white goods, heaters and filters connected to the water system; costs of materials arising from the repair or replacement of plumbing materials; repair of, and compensation for, the water system of the whole building or of third persons even if the pipes pass through the customer's residence, and compensation for, and repair of, those damages caused by the whole building or third persons' residences; and clogging or repair of the sewage system.

In case of problems in the customer's residence preventing electrical power from being available in the house (from the fuse box to the switches)*, Assistance Services forward an electrician to the customer's residence, and cover the standard expenses including materials and labor up to TRY 300 per incident, and up to 3 times per year. Expenses exceeding the limit will be paid directly by the customer, provided that the consent is obtained beforehand.

* The following is out of the scope of this service: Repair of all kinds of items that enable the use of electrical wiring within the house (lamp, socket, fluorescent, wall socket, switch); repair and compensation related with all kinds of electrical appliances even if the damage is caused by wiring; repair of all kinds of electrical appliances, white goods, heaters and air conditioning fixtures that are connected to the system; repair of damages caused by fluctuations in the voltage; repair of damages related to the whole building or the residences of third persons even if the wiring pass through the customer's residence, and damages caused by the whole building or third persons' residences.

In the event that exterior glasses of the customer's residence get broken for any reason, Assistance Services forward a glassworker to the customer's residence, and cover the standard expenses including materials and labor up to TRY 300 per incident, and up to 3 times per year. Expenses exceeding the limit will be paid directly by the customer, provided that the consent is obtained beforehand.

In the event that the keys of the customer's residence are lost, forgotten, or damaged due to an accident or theft, to enable entry into the residence, Assistance Services forward a locksmith to the customer's residence, and cover the standard expenses including materials and labor* up to TRY 300 per incident, and up to 3 times per year. Expenses exceeding the limit will be paid directly by the customer, provided that the consent is obtained beforehand.

* Costs of materials related to key replication and change of locks are out of the scope of this service.

If damages occur in the customer's residence due to fire or flood to the extent that it prevents staying in the house, and where the duration of repair exceeds 24 hours, Assistance Services cover the expenses for staying in a 3 or 4-star hotel**, breakfast included, up to TRY 300** per night per person, up to 5 persons, and for a maximum of 2 nights. For this service to be provided, household experts assigned by Assistance Services should take emergency action and perform repairs, following which an expert should prepare a report and relevant papers (inc. photos) stating that the damage are severe enough to prevent residents from staying in the house.

* The hotel is selected by Assistance Services.
** Extra expenses shall be covered by the customer.

If damages occur in the customer's residence due to fire and flood to the extent that it prevents residence in the household, with the aim of protecting the household from theft, Assistance Services assign a security officer or night guard and cover the expenses, up to maximum of 48 hours and once a year.

In cases where the customer needs to be hospitalized for more than 5 days*, Assistance Services will cover the accommodation expenses of a close relative, in a 3- or 4-star hotel** (bed and breakfast), or in the hospital where the customer is hospitalized, up to 5 nights***.

* Following a medical evaluation, applicable to medical conditions that are covered.
** Arrangements will be carried out by Assistance Services. Accommodation is limited with a standard bed & breakfast stay.
** Extra expenses shall be covered by the attendant.
*** Accommodation expenses linked with hotel reservations made by the customer's relative independently from Assistance Services will not be covered by Assistance Services. It is a prerequisite that the arrangement is made by Assistance Services.

If, while traveling, the customer requires medical treatment due to a sudden disease or injury*, and he/she is hospitalized for a period exceeding 7 days**, Assistance Services will arrange the travel of a family member (selected by the customer) to the location where the customer is hospitalized. Economy class flight ticket will be covered following the assessment of the Medical Team of Assistance Services.

*Following a medical evaluation, applicable to medical conditions that are covered.
** Flight ticket expenses made by the customer's relative independently from Assistance Services will not be covered by Assistance Services. It is a prerequisite that the arrangement is made by Assistance Services.

• In Case a First Degree Relative Passes Away

  This refers to cases where the customer has to stop traveling, because of the death of a first degree relative who live in the same province as the customer. In such cases, Assistance Services will cover the customer's economy class flight or bus ticket so as to allow them to return to the place of residence (bus ticket for distances below 500 km, and flight ticket for distances above 500 km). The customer may benefit from this coverage if they are unable to use the original means of transport previously used by the customer. Following the return to the place of residence, the death of the relative should be documented.

• In Case of Damage in the Permanent Residence

  This refers to the cases where the customer has to come back home due to the fact that their household is inhabitable as a result of robbery, fire or explosion. In such cases, Assistance Services will cover the customer's economy class flight or bus ticket so as to allow them to return to the place of residence (bus ticket for distances below 500 km, and flight ticket for distances above 500 km). The customer may benefit from this coverage provided that they obtain an incident report from official authorities (fire department, police department, etc.) and present it to Assistance Services.

If the customer passes away, Assistance Services will take all necessary actions for their transport to their permanent residence address* in Turkey. Assistance Services will arrange the transport of the coffin and remaining belongings to the place of burial in the country of permanent residence, in line with the internationally recognized medical standards**. Death should be documented officially.

* Funeral ceremony and burial expenses are not included in the scope.
** If transport of the deceased is arranged by another association, foundation, real or legal entity and if the expenses are also covered by the same, Assistance Services reserve the right to cancel this coverage.

If the customer passes away while traveling, and if co-traveling family members are unable to return home due to pre-scheduled plans, Assistance Services arrange their return to the permanent place of residence, by using existing tickets (using existing one-way economy class bus/plane tickets).

When a medical situation occurs, the customer receives assistance to exchange emergency messages with their friends, colleagues and relatives if they wish so.