These Terms and Conditions govern the 24-Hour Roadside Assistance Service (“Roadside Assist”) and the Unlimited Towing Add-On Benefit (“Opt-In / P.A Plus”) offered by Pacific & Orient Insurance Co. Berhad (“P&O”).

1. If Your Car cannot be driven as a result of accident or breakdown, call our Roadside Assist at 1300-80-8800 for towing services in respect of any single towing trip from the location of the accident or breakdown to the nearest Approved Repairer or to a safe place of storage while awaiting repair or disposal. In the event Your Car breaks down and the cost incurred is only for such towing services, We will not deduct any Excess and You will not lose Your No Claim Discount entitlement.


2. In the event of an accident, the Policyholder is advised not to accept any towing services offered by private towing companies. But please call helpline 1300-80-8800 to:
   1.    tow the vehicle to the police station and
   2.   then to the Pacific & Orient Insurance Co. Berhad Panel Workshop or any workshop registered with Jabatan Pengangkutan Jalan (JPJ) for the purpose of making a claim as a result of an accident.


3. 24-hour towing service can be obtained in situations where the vehicle cannot move anywhere in Peninsular Malaysia. This service is not available for all islands except Penang and Langkawi.


4. In East Malaysia, 24-hour towing assistance is only available in major cities such as; Kuching, Sibu, Bintulu, Miri, Kota Kinabalu, Kudat, Sandakan, Lahad Datu, Tawau, Labuan.


5. If the location is outside East Malaysia as mentioned above or a remote area, the service may not be available immediately due to limited-service operators. You can call the helpline 1300-80-8800 and we will try to find a service operator to help you. If we are unable to provide towing assistance, we will advise you accordingly of the permitted reimbursement arrangements. This refund is only allowed if you have contacted our Call Centre, and we have confirmed for the refund.

By using these services, You agree to be bound by these Terms & Conditions.



1. Eligibility

1. 1.1 Standard Roadside Assist is available exclusively to holders of valid and active P&O Comprehensive / PrOmilej Private Car and Motorcycle Policies.
2. 1.2 Unlimited Towing (Opt-In / P.A Plus) is an optional add-on benefit available only to Policyholders who purchased the P.A Plus Add-on, regardless of whether their vehicle is insured under a Comprehensive or TPFT (Third Party, Fire &Theft) policy.
3. 1.3 Policyholders who do not purchase P.A Plus are not entitled to Unlimited Towing and will continue to receive Standard Roadside Assistance benefits subject to the existing monetary limits (RM350 / RM150).
4. 1.4 Both benefits are valid only during the policy period and are non-transferable.



2. Standard Roadside Assist - Limited Towing Coverage

1. 2.1 Coverage per incident:
   • RM350 – Private Car
   • RM150 – Motorcycle

   (This service is provided as Value-Added Service by Pacific & Orient Insurance Co. Berhad and is not stated in the policy document. It is an additional benefit offered to eligible Policyholder.)

2. 2.2 Services include:
   • Mechanical breakdown assistance.
   • On-site repair where possible.
   • Towing to the nearest approved repairer or safe storage (subject to limit);
   • Accident towing, limited to RM200 per incident for Private Car only under Standard Roadside Assistance.
3. 2.3 Charges exceeding the above limits shall be borne by the Policyholder.
4. 2.4 All terms, conditions, exclusions, geographical limits, and procedures under the Roadside Assistance Terms & Conditions (as amended from time to time) remain fully applicable.



3. Unlimited Towing (Opt-In / P.A Plus Add-On)

1. 3.1 This Add-On is separate from Standard Roadside Assistance.
2. 3.2 Benefit:
   • Unlimited towing charge for one single towing trip per incident.
   • Towing from the location of breakdown or accident to:
     • -      Nearest Approved Repairer.
     • -      P&O Panel Workshop.
3. 3.3 “Unlimited” applies only to one towing request per incident; multiple towing requests for the same incident are not covered.
4. 3.4 Services must be arranged through P&O appointed service providers . Independent arrangements are not eligible for reimbursement.



4. Accident Towing Procedure (Applicable to Both Plans)

1. 4.1 Policyholders must not engage private towing operators in case of accident.
2. 4.2 Policyholders must call 1300-80-8800 for:
   • (a) Towing to the nearest police station (if required); and
   • (b) Subsequent towing to a P&O Panel Workshop or JPJ-approved workshop for claims processing.
3. 4.3 Towing is limited to one trip per incident.



5. Geographical Coverage

1. 5.1 Peninsular Malaysia: Nationwide, excluding all islands except Penang and Langkawi.
2. 5.2 East Malaysia: Major cities only: Kuching, Sibu, Bintulu, Miri, Kota Kinabalu, Kudat, Sandakan, Lahad Datu, Tawau, Labuan.
3. 5.3 Remote or non-listed areas: service may be delayed due to limited operators.
4. 5.4 Towing outside Malaysia is not covered.



6. Exclusions (Standard Roadside Assist, Unlimited Opt-In / P.A Plus & Accident Towing)

In providing the towing service, We shall not be required to provide or pay for the towing service under the following circumstances:

1. 1. Services which are not organized or pre-approved directly by Us.
2. 2. The registration number of Your Car does not match the registration number registered with Us.
3. 3. When you request further towing services beyond the first time Your Car is towed for the same incident. For the avoidance of doubt, your entitlement to limited / unlimited towing charge is only applicable to one request only for towing arising from any one incident.
4. 4. When minor repair can be made to Your Car at a nearby workshop.
5. 5. If Your Car suffers Breakdown and is immobilized on an unpaved road surface, or on a road that is not gazetted as such in Malaysia.
6. 6. Your Car requires the use of special equipment during the roadside repair or towing process, which in our opinion is considered high risk or impracticable. The decision is Ours.
7. 7. The car keys are not available or are locked inside Your Car.
8. 8. The cause of Breakdown is due to an empty fuel tank or the use of incorrect fuel.
9. 9. Towing of Your Car after damage by Flood or Storm.
10. 10. The vehicle was and is inoperable or a mere shell. This is where, for example, the vehicle is incomplete, nonoperational, or if there are no mechanical parts (or substantial essential missing parts) in the Vehicle, such as no engine or transmission or if the vehicle has been deliberately left inoperable.
11. 11. Towing is made at the direction of a law enforcement officer related to traffic obstruction, seizure, impoundment, abandonment, illegal parking and/or other violations of the law.
12. 12. Any illegal or unlawful act by You, or the use of Your Car in engaging in any illegal or unlawful purpose or attempt of the same.
13. 13. If Your Car has been modified for participation in rally, off road racing or modified against government regulations.
14. 14. Your Failure to take precautions or follow warnings of any intended strike, riot, or civil commotion via the mass media.
15. 15. When Your Car is in a roadworthy condition and can still be driven.
16. 16. Towing or repair of any commercial vehicle or private car for commercial purposes (including hire & reward or carriage of goods).
17. 17. Towing of Your Car after it has been sent for a spray job or lamination.
18. 18. Towing of Your Car for the purpose of renting, disposing, or selling the Vehicle.
19. 19. Towing of Your Car out of any workshop unless this arises from a completely separate incident.
20. 20. Towing of Your Car that has been dismantled fully or partially in a workshop with or without Your consent.
21. 21. Transportation for You or Your driver and/or passenger(s) with Your Car for Services, or from Your Car to another destination after Services have already been rendered.
22. 22. Towing of a stolen Vehicle which has been discovered, abandoned or due to vandalism.
23. 23. Towing of Your Car outside the borders of Malaysia.
24. 24. Towing of Your Car across any sea by ferry or ship or any vessel used for the transportation of vehicles to the mainland.

Please also note however, that We will not be responsible for the payment of the following:

• Toll charges arising from the Towing services.
• Any costs incurred in repairs or parts replaced or required by reason of a breakdown or failure of operation or maintenance of Your Car not caused by an Accident.
• The levies payable for the transport or transfer of Your Car across the border.



7. Limitation of Liability

P&O shall not be liable for:

• Indirect or consequential losses.
• Loss of income, time, profit, or business opportunity.
• Loss or damage to personal belongings left in the vehicle.
• Delays due to traffic, weather, or circumstances beyond reasonable control.