Operational Excellence Insurance Standard Membership

The key entitlements of the Standard Membership are:

8 Call-outs Per Annum

With Standard membership you have up to eight call-outs per year. You’re in safe hands. Our qualified mechanics know the roads and driving conditions, and 9/10 times we’ll get you back on the road.

Free Towing

With Standard membership, you are eligible for up to 8km free standard towing in the Metropolitan Patrol Service area and up to 32km back to the nearest available Country Service Depot.

 

Standard Membership Entitlements

Road Service 

Road Service Call-out limits

Standard members have eight (8) call-outs each policy year.  Call-outs in excess of this fee will incur a fee.

Metro

For breakdowns anywhere in the Metropolitan Patrol Service Area an Operational Excellence Insurance Service Provider will attend free of charge in an attempt to mobilise the vehicle and/or towed unit.

Country

For breakdowns outside of the Metropolitan area, free service and towing benefits will be calculated from the location of the designated Operational Excellence Insurance Country Service Depot. Road Service will be provided by the designated Operational Excellence Insurance Country Service Depot for that location. Free service is limited to breakdown locations within the following distances from the designated Operational Excellence Insurance Service Depot:

• Standard: 32 km (64 km round trip)

Battery replacement / Jump Start

If the vehicle will not start because of a flat battery, the Operational Excellence Insurance Service Provider will assess the battery and provide a jump-start if appropriate. If necessary, we offer a free battery delivery and installation service for Operational Excellence Insurance members. 

• Standard members do not receive a discount.

Lockout Services

If your keys have been locked in your vehicle we will do  our best to retrieve them.  If a locksmith is required we will arrange a call out and contriubte to the cost.

• Standard members receive a subsidy of $22 for the locksmith call out.

Out of fuel/LPG

If the vehicle has run out of fuel, we may provide, at your cost, sufficient fuel to enable you to drive to the nearest fuel outlet. For any fuel other than unleaded, or if the Operational Excellence Insurance Service Provider is unable to supply fuel at the roadside, you will be offered a tow, using standard towing equipment, within the towing limitations of your Road Service product. Additional Premium and Plus benefits will not apply. This applies to all levels of Road Service.

Towing 

Towing

If we are unable to get the vehicle going, we will arrange for the vehicle to be towed to a place of safety or repair. Towing is only provided for mechanical or electrical breakdowns. We do not cover the towing or recovery of bogged vehicles and/or towed units. Towing or recovery of bogged vehicles and/or towed units may, however, be provided at your expense. Free towing is limited to the distances specified below. Excess kilometres must be paid by you at the time of the tow.

Metro

Towing, in any direction from the breakdown location by standard towing equipment up to:

•  Standard: 8 km

Country

Towing, by standard towing equipment back to the designated Operational Excellence Insurance Country Service Depot up to distances of:

• Standard: 32 km (64 km round trip)

The tow must be taken at the time of the breakdown

Additional country towing.

If you breakdown in a Country Service area, these additional towing benefits are available:

• Standard:  no addition country towing benefit 

Taxi

If your vehicle is eligible for towing benefits, Operational Excellence Insurance will pay for Taxi Service immediately after the provision of Road Service from the location of the breakdown.

Standard: no benefit

Heavy or oversize vehicles and/or special towing equipment

We will attempt to arrange towing on your behalf when the vehicle or caravan, trailer or recreational mobile home cannot be towed under the normal towing limitations. Normal towing limitations apply to the provision of this benefit and, with the exception of recreational mobile homes, are limited to 4 tonnes. Excess costs must be paid to the service provider by you at the time of the tow. The maximum we will pay per year for the cost of special equipment towing is:

• Standard: no benefit 

Caravans & Campervans

We will attempt to arrange towing on your behalf when the vehicle or caravan, trailer or recreational mobile home cannot be towed under the normal towing limitations.  Normal towing limitations apply to the provision of this benefit and, with the exception of recreational mobile homes, are limited to 4 tonnes.  Excess costs must be paid to the service provider by you at the time of the tow.

The maximum we will pay per year for the cost of special equipment towing is:

• Standard : no benefit

Second tow

When the vehicle cannot be towed to your nominated repairer at the time of breakdown, a second tow will be provided within 14 days of the first Road Service tow and/ or Vehicle Recovery for the vehicle only.

• Standard: arranged at your cost 

Away From Home Benefits - 100km

If you breakdown more than 100 km from home and Operational Excellence Insurance Road Service is unable to repair the vehicle, Premium Members may be providedwith Away From Home Benefits.
Different benefits apply to different breakdown scenarios, as follows:

• If the vehicle can be repaired within 48 hours by a qualified mechanic - Emergency Benefits may apply
• If the vehicle CANNOT be repaired within 48 hours by a qualified mechanic - Stay and Repair  or Vehicle and Passenger Recovery benefits may apply
• If you are without a car overnight due to an accident or theft - Accidents or Stolen Vehicles  benefits may apply
• If the vehicle has become immobilised due to puncture - Wheels/Tyres  benefits may apply.

Standard: No Benefit

Emergency Benefits

Conditions 

Emergency Benefits apply if:

• You have broken down more than 100 km from home; and
•  We have provided Road Service but due to a mechanical or electrical failure we could not get you mobile; and
•  A qualified mechanic can repair the vehicle within 48 hours.

Incorrect fuel or missing keys

If you are 100 km from home and the vehicle you are driving is:

• Immobilised due to incorrect fuel, or
• The keys have been lost, damaged, stolen or locked in the car only the Emergency Benefits and Locksmith Subsidy apply.

Accommodation

Accommodation benefits apply for you and up to four passengers if you stay in the area of the breakdown whilst the vehicle is being repaired.
This benefit covers the cost of the room only. Food, drink, phone calls, damage, etc are not covered. The maximum we will pay for accommodation is:

• Standard: no benefit

Hire car

We’ll pay a hire car benefit that covers the daily rental rate. 14

• Standard: no benefit 

Stay and Repair

Conditions 

Stay and Repair benefits apply if:

• You have broken down more than 100 km from home; and
• We have provided you Road Service but due to a mechanical or electrical failure we could not get you mobile; and
• A qualified mechanic cannot repair the vehicle you are driving within 48 hours.

If you are eligible for the Stay and Repair benefit but do not wish to take it, you may take the Vehicle and Passenger Recovery benefit instead.

Accommodation

Accommodation benefits apply for you and up to four passengers if you stay in the area of the breakdown while the vehicle is being repaired. This benefit covers the cost of the room only. Food, drink, phone calls, damage etc are not covered. The maximum we will pay for accommodation is:

• Standard: no benefit

Hire Car

If you have opted for local accommodation the following hire car benefits also apply: 

• Standard: no benefit

Caravan to be repaired

If your caravan has broken down due to a mechanical or electrical failure and you qualify for Stay and Repair benefits we’ll pay up to:

• Standard: no benefit

Vehicle and Passenger Recovery

Conditions 

Vehicle and Passenger Recovery benefits apply if: 

• You have broken down more than 100 km from home; and
• We have given you Road Service but due to a mechanical or electrical failure we could not get you mobile; and
• A qualified mechanic cannot repair the vehicle you are driving within 48 hours.

In this option we will pay for the vehicle to either be transported back to your home or to the intended destination of your journey. Vehicle recovery is not applicable once the vehicle has been repaired. Weight and dimension limitations apply.

If you are eligible for the Vehicle and Passenger Recovery benefit but do not wish to take it, you may take the Stay and Repair benefit instead.

Passenger transport

We will arrange and pay for you and up to four passengers to be transported back home or to your destination.

• Standard: no benefit 

Accomodation

Accommodation benefits apply for you and up to four passengers, once the transportation of the vehicle has been organised and you are awaiting alternative transport to your home or destination. This benefit covers the cost of the room only. Food, drink, phone calls, damage etc are not covered. The maximum we will pay for accommodation is:

• Standard: no benefit

Pet recovery

If you are eligible and choose to take the Vehicle Recovery benefit, we will arrange and pay for the recovery of your animal(s) back to your home or to your intended destination.
The maximum we will pay for pet recovery is:

• Standard: no benefit

This benefit applies to domestic pets only and does not cover animals used for commercial purposes.

Accidents or Stolen Vehicles

Conditions

These benefits apply if:

• The accident/theft occurred more than 100 km from home; and
• You are without the vehicle overnight after an accident (including windscreen damage), water damage, vandalism, fire or theft, irrespective of whether or not the vehicle is insured.

Accommodation

Accommodation benefits apply for you and up to four passengers. This benefit covers the cost of the room only. Food, drink, phone calls, damage etc are not covered.
The maximum we will pay for accommodation is:

• Standard: no benefit

Hire Car

Our Hire Car benefit covers the daily rental rate to a maximum of:

• Standard: no benefit

Wheel/Tyre (Space Saver Spare)

Conditions

These Wheel/Tyre benefits apply if:

• You are more than 100 km from home; and
• The vehicle you are driving is immobilised due to a puncture; and
• The spare to be fitted is a standard manufacturer supplied space saver spare; and –
  • the punctured tyre can’t be repaired on the same day locally; or 
  • the nearest puncture repair facility exceeds the distance to be travelled using the space saver spare as recommended by the manufacturer; or –
  • the vehicle is fitted with a Gel Repair Kit only and the tyre cannot be repaired using the Gel Repair Kit.

Accommodation

Accommodation benefits apply for you and up to four passengers while your tyre is being repaired. This benefit covers the cost of the room only. Food, drink, phone calls, damage etc are not covered. T
he maximum we will pay for accommodation is:

• Standard: no benefit

Vehicle and Passenger Relocation

We’ll pay to get the vehicle to the nearest puncture repair facility. Weight and dimension limitations apply. Transport for you and up to four passengers will be provided by coach.

Terms and Conditions 

General Road Service

Operational Excellence Insurance Road Service covers the product holder not the vehicle. Road Service is available to any vehicle the product holder is driving at the time of breakdown in accordance with the conditions and benefits as provided within this Road Service guide.

• You (the product holder) must be the driver of the vehicle at the time of the breakdown and must be present upon arrival of the Operational Excellence Insurance Service Provider to receive Road Service.
• Operational Excellence Insurance Road Service cannot be transferred to or be used by anyone other than the named product holder.
• Your Operational Excellence Insurance Road Service product must be financial at the time of requesting service.
• The disabled vehicle/towed unit must be registered.
•  You must present your Operational Excellence Insurance Membership card to the Operational Excellence Insurance Service Provider upon arrival. If you are unable to produce your current Operational Excellence Insurance Membership card at the time of service you may be asked for photo identification or charged at the normal rate by the Operational Excellence Insurance Service Provider.
• If a learner driver is being supervised by a product holder and the vehicle breaks down, benefits will apply as if the product holder was driving the vehicle.
• Provision of assistance/services to vehicles, caravans and trailers is limited to breakdown locations accessible by an Improved Public Road using a conventional 2WD vehicle.
• In instances where service is required in a location where the road is unsurfaced or a road which is not trafficable by a conventional 2WD vehicle, a cost may be incurred which you must pay at the time of service.
• Where a vehicle has broken down prior to the driver becoming an Operational Excellence Insurance Member, a minimum Plus membership, service fee and establishment fee will apply. Only Standard benefits will be available for the first breakdown. Full Premium and Plus membership benefits will become available 48 hours after you have joined Operational Excellence Insurance. 23
• Road Service is essentially aimed at getting a vehicle back on the road or to a garage for permanent repairs, although minor repairs may be carried out on the spot if they can be done safely, within a reasonable timeframe, using available hand tools.  Service is limited to Serviced Areas; service is not available in Non-serviced Areas.
• Parts offered by the Service Provider may or may not be genuine parts. All parts meet or exceed manufacturer specification and comply with relevant Australian Standards and regulatory requirements, and are fit for purpose. Parts have been sourced from independent manufacturers and comply with manufacturer's specifications.
• Child locked in car – if the caller advises that it is an emergency situation or the child is in distress, we will transfer the call to Emergency Services.  Should a second call-out be required due to the vehicle being initially unattended, the product holder will be charged a fee.
•  Unused call-outs expire, they do not carry over to the next product year and cannot be transferred to another person.
• Excess kilometres travelled to provide Road Service by the designated Service Depot is not covered by Operational Excellence Insurance. This cost must be paid by the driver at the time of service.
• You may cancel your Road Service product at any time by providing either verbal or written notification to Operational Excellence Insurance provided your identity can be positively verified. Cancellation of Operational Excellence Insurance membership cannot be backdated.
• When seeking reimbursement from Operational Excellence Insurance, Road Service paid by you (the Member) will be calculated at the Operational Excellence Insurance contractor rate i.e. the rate we would have paid.
• Operational Excellence Insurance membership joining fee and subscription fees are non-refundable.

Operational Excellence Insurance Premium Conditions 

Operational Excellence Insurance Premium  is an extension of Operational Excellence Insurance Standard Road Service. Operational Excellence Insurance reserves the right to refuse an application to upgrade to Operational Excellence Insurance Premium at any time. Premium benefits apply in Australia only and are provided within the locality of the breakdown, entirely at the discretion of Operational Excellence Insurance. 

• Premium  benefits are not available if there is no fixed Australian residential address recorded.
• Premium memberships must be taken out directly with Operational Excellence Insurance and cannot be taken out through an interstate motoring association or club.
• Premium  benefits will become available 48 hours after you have purchased or upgraded a Road Service product.
• Breakdowns before joining or upgrading cannot be claimed and will not be paid.
• Premium  Away From Home benefits are not applicable once you have arrived home.
• The vehicle’s gross weight must be less than 4 tonnes, other than recreational mobile homes which will receive up to $220 per annum for towing, and other related Premium benefits that apply to the breakdown incident as outlined within this Personal Road Service Guide. If the vehicle breaks down in a non-serviced area you must telephone an Operational Excellence Insurance Premium consultant as soon as possible to explain the situation.
• In a Non-serviced Area you may be required to pay for any services and/or benefits arranged. Receipted accounts for these services/benefits, with details of the breakdown, should be submitted to Operational Excellence Insurance Assistance Services, 2/14 Knuckey Street, Darwin NT 0800. Reimbursement for towing costs (Premium: maximum of 400 km round trip.) in Non-serviced Areas is determined at Operational Excellence Insurance Service Depot payment rates as amended from time to time. 25
• For Premium product holders, a limit of $220 per annum applies to special towing equipment up to 4 tonnes with the exception of recreational mobile homes.
• Reimbursements for all other services and benefits will be calculated as per your applicable Road Service entitlements.
• The payment of any extra costs for transport from an approved Service Depot or repairer to a motel, Hire Car depot or other location is not automatic and must be approved by an Operational Excellence Insurance Premium  consultant before the journey is undertaken.
• Excess kilometres travelled to provide Road Service by the designated Service Depot is not covered by Operational Excellence Insurance. This cost must be paid by the driver at the time of service.
• Operational Excellence Insurance does not cover temporary accommodation for livestock or pets following a breakdown.
• If you are more than 100 km from home and a suitable roadworthy spare wheel (vehicle only) has been fitted and punctured before you have been reasonably able to have the original tyre repaired, Premium benefits are limited to two nights Emergency Accommodation and two days Hire Car. 
• Product holders seeking a reimbursement for benefits or services must apply within 6 months of the breakdown date

Away From Home benefit limits

The cumulative value of Away From Home benefits is limited to:

• Premium: – $3,500 in your first year of holding Operational Excellence Insurance Premium. – $5,500 in each continuous year of Premium product holding thereafter.
•  Any expense incurred by Operational Excellence Insurance in rendering Premium benefits to you in excess of your annual limit is your personal responsibility.
• Any unused portion of your annual Premium benefits limit is forfeited and cannot be accumulated or carried over to subsequent years.

Service Exclusions

• Work carried out when a vehicle/towed unit is located at a commercial place of repair or Operational Excellence Insurance Country Service Depot.
• The cost of any part, labour or other costs associated with the vehicle repair.
• Vehicles participating in specifically convened organised events (such as rallies) involving road closures or official traffic controls are excluded from Road Service and Away From Home benefits. Benefits are available only when travelling to and from such events.
• Freight costs for vehicles and passengers on any sea crossing.
• Vehicle whose sole use is for commercial business, including but not limited to taxis and chauffeured vehicles.
• Travelling costs from the designated Operational Excellence Insurance Country Service Depot for any distance beyond: – Premium: 200 km.
• Call-out for a fault that has already been attended to by Operational Excellence Insurance and has not been rectified.
• Service to and recovery of vehicles, caravans and trailers on Non-Improved Public roads or land not trafficable by a conventional 2WD vehicle.
• Towing of vehicles, caravans and trailers involved in an accident, fire, vandalism or theft whatsoever.
• Any repairs associated with an accident, mechanical or electrical failure or otherwise.
• Towing or recovery of bogged vehicles.
• Service or towing of vehicles is not applicable if home repairs have been undertaken. 
• Towing for tyre trouble with an unserviceable or missing spare wheel on a vehicle or towed unit normally equipped with a spare wheel.
• Towing of vehicles/towed units for Standard and Plus product holders where the vehicle's physical dimensions exceed 5.5 metres in length, 2.3 metres in width, 2 metres in height or wheel span of 1.8 metres and exceeds 2 tonnes. Premium product holders are covered to a maximum of $220.
• Towing of vehicles which require specialised equipment except for Premium product holders who are covered to a maximum of $220 per annum.
• Premium – a maximum of two tows for any one breakdown within a 14 day period from first breakdown call (see Entitlements).
• Towing costs within a Metropolitan Serviced Patrol Area for any distance beyond: – Premium: 50 km  Towing of vehicles that have been dismantled.
• Towing from or to restricted locations.
• Service to unattended vehicles.
• Towing from a repair facility
• Service to farm equipment, earth-moving equipment, forklifts, wheelchairs and gophers.
• Wheel changing on vehicles/towed unit exceeding 2 tonnes gross weight.
• Call-outs in excess of eight per policy year with the exception of Premium product holders who are entitled to unlimited call-outs (within the Fair Use Policy). 
• Vehicles that have been defected by the Police and/or an authorised Government Officer, are only entitled to Operational Excellence Insurance Road Service provided that the breakdown is not related to the reason for the defect. Free towing is not available if the defect is the reason for the tow. 28
• Road Service or Towing of unregistered vehicles/ towed units.
• Vehicles that have been driven on by the product holder against our advice or the advice of a qualified repairer.
•  If your emergency is that the vehicle has been filled with incorrect fuel and you are more than 100 km away from home, you are entitled to Emergency Benefits only – no other Premium \benefits will apply. 

Road Service Fees

• These are payable in advance with rates set and approved by the Operational Excellence Insurance Council. Upon receipt of the applicable fees by Operational Excellence Insurance, you are recorded as product holder and an Operational Excellence Insurance Member. No pensioner or other concessions are applicable to subscription fees.
• The joining fee is only charged once, provided your Road Service does not lapse.
• Where a Road Service subscription has lapsed or other debt to Operational Excellence Insurance is overdue, access to Road Service and additional benefits may be denied.
• At the discretion of Operational Excellence Insurance, and upon payment of outstanding and overdue subscription fees and other charges, a person may have their Road Service reinstated

Fair Use Policy

Operational Excellence Insurance Road Service is a vehicle breakdown service aimed at providing you with timely assistance in the event of an unexpected mechanical or electrical fault/failure of a vehicle and/or towed unit. It is intended to minimise the inconvenience of a vehicle breakdown through timely attendance, professional diagnosis and temporary repair wherever possible.

The service is not an alternative to regular routine maintenance of a vehicle and all product holders are required to maintain their vehicle in good working order and roadworthy condition. 
Operational Excellence Insurance reserves the right to limit or refuse to provide services or entitlements to any product holder where, in the opinion of Operational Excellence Insurance, the product holder’s use of service or entitlement is excessive, unreasonable or not reasonably required.

The Terms and Conditions of Operational Excellence Insurance Plus and Premium Road Service provide unlimited Road Service call-outs, however this is qualified by reference to a limitation where service may be refused if service has been provided “on an excessive number of occasions in relation to a single recurring vehicle fault” the product holder has failed to rectify.

Without limiting the circumstances in which Operational Excellence Insurance may apply this policy, Operational Excellence Insurance will apply this policy if any use of services or entitlements by any product holder is considered by Operational Excellence Insurance to be fraudulent or adversely affecting the provision of services or entitlements to other product holders.

Interstate Service

When requesting assistance interstate you will receive the same entitlements as a product holder of that organisation. If you require Road Service interstate affiliated motoring organisations are:

• NRMA in New South Wales and Australian Capital Territory
• RACV in Victoria
• RACQ in Queensland
• RAC in Western Australia
• RACT in Tasmania
• RAA in South Australia

Holders of Operational Excellence Insurance Road Service have access to assistance throughout Australia through affiliated motoring organisations. Service may be provided only up to the limit of that organisation’s standard Road Service entitlements. You may be required to pay for additional services, including excess kilometre towing for vehicle and/or towed unit. You will need to submit receipts to enable Operational Excellence Insurance to process a possible refund subject to the limits outlined within this Road Service Guide.

Hire Car Conditions

The Hire Car benefit will cover the base rental rate together with other unavoidable costs such as administration fees and age-related fees.

You will need to meet the hiring requirements of the car rental firm as well as pay costs for fuel, excess distance and any additional costs, such as insurance, relocation fees, etc.

If a hire car is not available locally you may, at your own expense, travel to the nearest location, which must be more than 100 km from your home address. You are not entitled to a hire car once you have arrived at your home.

Vehicle Movement Conditions

• You may be asked to complete a Vehicle Movement Schedule form prior to a vehicle being transported under the Vehicle Recovery Benefit.
• Delays with vehicle transportation may be experienced in some areas.
• Operational Excellence Insurance does not accept responsibility for any loss or damage to vehicles or goods therein during processes involved in vehicle relocation or recovery. It is the vehicle owner’s responsibility to ensure that the vehicle is adequately insured at all times.
• The recovery of vehicles is limited to those that do not exceed any of the following physical dimensions:
  • 5.5 metres in length
  • 2.3 metres in width
  • 2 metres in height
  • 1.8 metres wheel span
  • 2 tonnes gross weight
• There are also limitations on the recovery of vehicles that are lowered, have body kits fitted, vintage vehicles or those which require special transport. Where recovery of vehicles outside these limits is possible, you may be required to pay any additional charges.
•  It is the driver’s responsibility to pay all outstanding costs before the vehicle can be relocated.