Mazda European Roadside Assistance User manual

M{zd{ European
Roadside Assistance
Handbook

Contents
Introduction 4-5
Important Information 5-6
Mazda European Assistance 7-13
UK Cover 8-10
European Cover 10-11
Assistance Exclusions 12
Denition of Words 13-14
Change Of Address 15-16
Transfer of Ownership Form 17-18

Welcome
As part of your Mazda vehicle purchase experience you benet from the peace of mind of having Mazda European Assistance. It is
very important that you read the whole of this document. If you do not understand anything please ask for further information.
This document gives you full details of your cover, please keep it in a safe place.
Mazda European Assistance has been designed to protect you against the costs incurred in the event of a breakdown/immobilisation
of the vehicle occurring within the area of cover.
All the details of how to make a claim together with conditions of your cover are set out in the following pages.
How your cover works
Unless specically mentioned the benets and exclusions within each section, apply to the covered vehicle. Your cover does not cover
all possible events and expenses.
Certain words have a special meaning as shown under the heading ‘Denition of words’. These words have been highlighted by the use
of bold print throughout the handbook.
Introduction
Important Telephone Numbers
Assistance in the UK 0800 777 179* or 020 8649 8626
Assistance in Europe [phone]
* Freephone number from landlines, charges may apply when calling from a mobile.
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5
Mazda European Assistance in the UK
Local Recovery / Roadside Assistance
• Onward Travel OR overnight Accommodation up to £100 including VAT per beneciary OR Car Hire up to a maximum of 2 days
(subject to Mazda European Assistance rst providing Local Recovery / Roadside and Home Assistance).
Mazda European Assistance Europe
Local Recovery / Roadside Assistance
• Onward Travel OR overnight Accommodation up to €100 per beneciary or Car Hire up to a maximum of 5 days (subject to Mazda
European Assistance rst providing Local Recovery / Roadside and Home Assistance).
Summary Of Cover
Important Information
Mazda Accident Management
Mazda Accident Management is a free service available to all Mazda customers. The service is designed to assist you following a trafc
accident and your claim will be efciently handled by a dedicated case handler. They will liaise with you, the Mazda approved accident repair
centre and your insurer to ensure that:
• The repair process proceeds with the minimum of delay and inconvenience
• Your vehicle is repaired to the best possible standards by fully trained technicians who have detailed knowledge of the Mazda vehicle range.
Where possible, genuine Mazda parts will be used to make sure your vehicle is repaired to Mazda’s original manufacturing specication and a
free courtesy car will be made available to you. In addition, if the accident was the responsibility of a third party, the service will pursue claims
for any uninsured losses or personal injury compensation.
If you’re involved in an accident, call Mazda First on 0800 015 0367.
Remember it is your right to have your vehicle repaired at a repairer of your choice. We recommend a Mazda Approved bodyshop where
we can assure you that your vehicle will be repaired back to factory standards by Mazda trained repairers using genuine Mazda parts.

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Data Protection
Information about your policy may be shared between Mazda Motors UK Limited, us and our partners for administration purposes.
You should understand that the information you provide will be used by us, our representatives, industry governing bodies and
regulators to handle claims and prevent fraud. This may involve transferring information to other countries (some of which may have
limited or no data protection laws). We have taken steps to ensure your information is held securely.
Your information may be used by us, our partners and members of the Allianz Global Assistance group and shared with Mazda
Motors UK Limited companies for marketing and research purposes or to inform you from time to time about new products or
services. If you do not want to receive marketing information please write to Mazda European Assistance, PO Box 1149,
Croydon, CR9 1ZQ. You have the right to access your personal records.
Transfer of Ownership
If your car is sold directly to a private individual, the remaining cover may be transferred to the new owner. Please note that the form
later in this booklet must be signed by the current registered keeper.
As soon as possible after the date of sale, please complete the form at the back of this document and send it to:
Mazda European Assistance, PO Box 1149, Croydon, CR9 1ZQ.

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Mazda European Assistance
Mazda European Assistance provides you with the following assistance services and benets for motoring emergencies to aid you in
the event of a covered breakdown/immobilisation of the vehicle in the UK or Europe as set out in this section of this handbook.
What to do if You Need Assistance
If you require help, please do not attempt to make your own arrangements as reimbursement cannot be made to you retrospectively.
Please contact Mazda European Assistance with the following details:
• Your exact location
• Your registration number
• A contact telephone number
Assistance in the UK 0800 777 179* or 020 8649 8626
Assistance in Europe [phone]
Calls to Mazda European Assistance may be recorded. This will assist us in conrming details of a call that may be incomplete or
unclear.
* Freephone number from landlines, charges may apply when calling from a mobile.
European Autoroute Restrictions
If assistance is required on a French Autoroute or on certain Autoroutes in Europe, you must use the ofcial SOS boxes at the side of
the road to arrange initial assistance or recovery. As these roads are privatised, neither Mazda European Assistance nor any other
assistance organisation is allowed to assist you on these roads.
Once the vehicle has been recovered from the Autoroute, you should contact Mazda European Assistance and we will make any
further arrangements for you and inform you how to reclaim costs incurred for recovery from the Autoroute.

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UK Cover
Home and Roadside Assistance
In the event of the breakdown/immobilisation of your Mazda, whether at home or elsewhere, we will arrange assistance for your
vehicle. If the problem cannot be resolved at the roadside, we will pay the costs of taking your Mazda to the nearest or most
appropriate authorised Mazda Dealer.
Onward Travel / Hotel Accommodation
Following assistance and in the event that repairs to your Mazda cannot be completed within 4 hours as a result of the breakdown/
immobilisation, we will, whenever possible, organise and pay for you and your beneciaries to continue your journey or return home
by the most appropriate means.
Alternatively, if the breakdown occurs more than 50 miles from the home address of any of the beneciaries if appropriate we will pay
for the cost of up to 3 days bed and breakfast accommodation for you and your beneciaries subject to a limit of £100 per beneciary
per day, provided that costs are over and above those that would have been payable had your vehicle not been immobilised.
Car Hire
In the event that, following assistance by Mazda European Assistance, your vehicle cannot be repaired within 4 hours, Mazda
European Assistance will, whenever possible, organise and pay for a replacement vehicle up to a maximum period of 2 days.
You must be able to satisfy the requirements of the vehicle hire company and you will be responsible for fuel and other ancillary
charges. The replacement vehicle will normally be a passenger car and will not necessarily be an equivalent to the vehicle. Please note
that we cannot guarantee availability of vehicles with accessories such as roof racks, tow bars etc.
Message Relay Service
Mazda European Assistance will pass on urgent messages to the beneciary’s family, business or friends if your journey has been
delayed due to the breakdown/immobilisation of the vehicle.

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Glass Replacement Service
In the UK, if you or any other beneciary driving the vehicle experiences a broken front windscreen or side glass which requires
immediate replacement, Mazda European Assistance will advise details of a nationwide glass replacement company to replace the
broken glass.
Please note that you will be responsible for all parts and tting costs, but these may be covered under your motor insurance policy. In
the event that immediate repair cannot be resourced, Mazda European Assistance will recover the vehicle to the nearest authorised
repairer.
Adverse Weather Conditions
Please be aware that adverse weather conditions such as high winds, snow, ice or oods can make it impracticable for us to provide
our normal assistance services. In this event, our immediate priority is to ensure that you and the beneciaries travelling with you are
taken to a place of safety, meaning that it may be necessary for us to attend to the vehicle later.
Specialist Charges
In the event that the use of specialist equipment is required to provide assistance when your vehicle has, for example, left the highway,
is in a ditch, is standing on soft ground, sand, shingle, stuck in water or snow or has been immobilised by the removal of its wheels, we
will arrange recovery but you will be responsible for the costs. The costs may be refundable under the terms of your motor insurance
policy.
Release Fees
Should your vehicle be stolen and subsequently recovered by the police, you may be asked to pay a release fee before we can remove
your Vehicle to Approved Mazda Dealer or to your home address. Although we can arrange to guarantee these costs on your behalf,
the payment of such fees is your responsibility.
Incorrect Fuel
If your Vehicle is immobilised as a result of refuelling with incorrect fuel, we will only arrange and pay for the cost of recovering your vehicle
to the nearest Approved Mazda Dealer. The additional benets detailed in this document will not be provided in the event of refuelling with
incorrect fuel.

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Lock Out/Lost Keys
Whilst we will always endeavour to provide assistance by the most practical method should you be unable to gain entry to your vehicle,
modern security systems make it extremely difcult for this to be achieved should spare keys not be available. If a forced entry is
required, you will be asked to sign a declaration stating that you have given permission for this to take place and that any costs for
resultant damage will be your sole responsibility.
European Cover
Roadside Assistance and Recovery
In the event that your Mazda is immobilised in Europe, we will arrange assistance for you. If the problem cannot be resolved at the
roadside, we will organise and pay for the recovery of your Mazda to the nearest authorised Mazda Dealer.
Onward Travel / Hotel Accommodation
In the event that the immobilisation has occurred on route to your planned destination and your Mazda has been taken to an
authorised Mazda Dealer and repairs cannot be completed within 4 hours, you may wish to continue your journey; we will organise
and pay the costs of the most appropriate method of onward transportation to that destination. If you wish to return to the UK we will
organise the most appropriate method of transportation.
Alternatively, you may wish to wait for the completion of repairs. If this necessitates an unscheduled overnight stay we will pay
the costs of up to 5 nights accommodation for you and your passengers on a bed and breakfast basis subject to a limit of €100 per
beneciary per day.
Car Hire
In the event that, following assistance by Mazda European Assistance, your vehicle cannot be repaired within 4 hours, we will,
whenever possible, organise and pay for a replacement vehicle up to a maximum period of 5 days.
You must be able to satisfy the requirements of the vehicle hire company and you will be responsible for fuel and other ancillary
charges. The replacement vehicle will normally be a passenger car and will not necessarily be an equivalent to the vehicle. Please note
that we cannot guarantee availability of vehicles with accessories such as roof racks, tow bars etc.

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Parts Delivery
In the event that Mazda European Assistance has arranged to take the vehicle to an authorised repairer for repairs and essential
parts to the running of the vehicle are not available locally, Mazda European Assistance will organise and pay for the despatch of such
parts to the repairing dealership.
Vehicle Repatriation
In the event of breakdown/immobilisation in Europe where the vehicle cannot be repaired or where the repairs will take longer than 5
days, Mazda European Assistance will repatriate the vehicle to the nearest authorised repairer to your home address in the UK.
Mazda European Assistance will not repatriate a vehicle if it can be repaired before the scheduled return date from your trip to
Europe
The maximum amount payable by Mazda European Assistance for vehicle repatriation shall not exceed the market value of your
vehicle. If you experience any issues whilst travelling in Europe with your vehicle, even if you encounter a legal or medical problem our
experienced team of multi lingual staff may be able to provide you with practical help and advice.
Caravans and Trailers
If the vehicle is immobilised due to a covered breakdown/immobilisation when towing a caravan or trailer, we will arrange for
your caravan or trailer to be taken near to the repairer. We will not however be liable for any goods, possessions or livestock being
transported.
Adverse Weather Conditions
Please be aware that adverse weather conditions such as high winds, snow, ice or oods can make it impracticable for us to provide
our normal assistance services. In this event, our immediate priority is to ensure that you and the beneciaries travelling with you are
taken to a place of safety, meaning that it may be necessary for us to attend to the vehicle later

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Assistance Exclusions
Mazda European Assistance will not assist or reimburse you or beneciaries in the event of a call for assistance or claim caused by,
arising from or in connection with the following:
1. We will not pay for any loss, theft, damage, death, bodily injury, cost or expense that is not directly associated with the incident
that caused you to claim, unless expressly stated in this policy.
2. Ionising radiation or radioactive contamination from any nuclear fuel or the nuclear waste arising from burning nuclear fuel.
3. Radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment.
4. War, invasion, acts of foreign enemies, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution,
insurrection, military or usurped power, riot or civil commotion.
5. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.
6. Any costs covered under any other assistance, guarantee, insurance or cover.
7. Accident or injury either through voluntary non-observance of the laws of the land in which the beneciary is travelling or the
practice of activities not authorised by the local authorities.
8. The cost of replacement parts.
9. Damage or injury intentionally caused by you or a beneciary or resulting from participation in a criminal act or offence.
10. The beneciary/beneciaries or any other third party organising any of the services detailed in this policy without rst having
authorisation from Mazda European Assistance and a le number
11. Any costs that would have been payable normally by you or the beneciaries, such as fuel, congestion or toll charges.
12. Charges for specialist recovery or charges incurred by us where the vehicle is not being used on a public highway when the
breakdown/immobilisation occurred where the vehicle was not accessible using our standard recovery equipment.
13. Breakdown/immobilisation which happens outside the area of cover.
14. Faulty repairs, incorrect servicing or failure to have the vehicle serviced in accordance with the manufacturer’s specication.

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How to Make a Complaint
We aim to provide you with rst class cover and service. However, there may be times when you feel we have not done so. If this is the case,
please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected.
In the rst instance, please contact:
Customer Support, Mazda European Assistance, 102 George Street, Croydon, Surrey, CR9 6HD or
email [e-mail]
Please supply us with your name, address, policy number/vehicle and enclose copies of relevant correspondence as this will help us to deal
with your complaint in the shortest possible time.
Renewal of Your Cover
Mazda European Assistance protects you and your vehicle for 3 years from the date of registration. This cover can be extended by
purchasing an extended warranty, for more information contact Mazda European Assistance on 0800 777 174.
Denition Of Words
When the following words and phrases appear in this policy document they have the specic meanings given below. These words are
highlighted by the use of bold print.
Area of cover
Means UK and Europe.
Beneciary, beneciary’s, beneciaries
Means you or any other driver of the vehicle using the vehicle with your permission and any passenger of the vehicle at the moment a
breakdown/immobilisation occurs.
Breakdown/immobilisation
Means electrical or mechanical breakdown, road trafc accident, vehicle re or theft, loss of keys, punctures or running out of fuel,
causing the vehicle to be immobilised.

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Europe
Albania, Andorra, Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus, Czech Republic, Denmark (excluding Faeroe
Islands), Estonia, Finland (excluding Aland), France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania,
Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Republic of Ireland, San Marino, Serbia and
Montenegro, Slovakia, Slovenia, Spain (including Balearic Islands but excluding Canary Islands), Sweden, Switzerland and Turkey.
Vehicle
Means the vehicle you are driving whose details have been provided by Mazda Motors UK
Mazda European Assistance, we, our, us,
Means Mondial Assistance (UK) Limited which administers the cover on behalf of Mazda Motors UK.
Period of cover
Three years from the rst date of registration.
Private individual
Means a beneciary who is using the vehicle for their own personal use and who is not a motor trader, garage, business or individual
dealing in the buying and selling or repair of motor vehicles.
UK
Means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
You, your, yours
Means the private individual who is the registered keeper of the vehicle, or as replaced by any new owner correctly declared to us
using the Transfer of Ownership Form in this document and accepted by us.
Change of Address
Please complete the Change of Address form located in the back of this policy document. If for any reason this is missing, please
contact Mazda European Assistance on 0800 777 174.

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Change of address form
Please complete the details below and send to the address below:
FREEPOST RLYZ-ZCRS-HEYB, Mazda European Assistance,
102 George Street, Croydon CR9 6HD.
Vehicle details:
Registration number
Chassis number (VIN)
Your details:
Title (Mr/Mrs/Miss/Ms/Other)
Initials
Surname
New address details:
House name/number
Street
Town
County
Postcode
Tel. work
Tel. home
Email address
Company details:
(Please complete this section for a company vehicle only)
Company name
Address
Town
County
Postcode

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Transfer of ownership form
If your car is sold direct to a private individual, the remaining
cover may be transferred to the new owner. Please note
that the form below must be signed by original registered
keeper of the vehicle.
Please complete the details below and send to:
FREEPOST RLYZ-ZCRS-HEYB, Mazda European Assistance,
102 George Street, Croydon CR9 6HD.
Date of transfer
Mileage at transfer
Vehicle details:
Registration number
Chassis number (VIN)
(found on the passenger side dashboard visable through
the windscreen)
Details of the new owner:
Title (Mr/Mrs/Miss/Ms/Other)
Initials
Surname
House name/number
Street
Town
County
Postcode
Tel. work
Tel. home
Email address
(continued overleaf)

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Company details:
(Please complete this section for a company vehicle only)
Company name
Address
Town
County
Postcode
I have read, and agree to abide by, the terms and conditions of the Mazda European Assistance agreement and request that all rights
and benets be transferred to me.
New owner’s signature
Date
I (name)
hereby give notice that I wish to transfer the balance of my Mazda European Assistance to the new owner detailed above.
Signature
Important: Check all services have been carried out when due during the period of cover - otherwise the insurance may not be valid.

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4181MAZ 04/16
Part No. 810077525M
This document is available in the large print, audio and braille.
Please contact us on 020 8603 9907.
We will be pleased to organise an alternative version for you.