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Roadside Assistance

Kia Roadside
Assistance

1. 24-Hour Response Centre Services
  • (i) KIAssist shall operate a Response Centre with a dedicated
    telephone line for the exclusive use of Naza Kia Malaysia Sdn.
    Bhd. (NKM) and its members.
  • (ii) KIAssist shall maintain the Response Centre 24 hours
    and seven days a week during the period of the Agreement.
  • (iii) The Member is entitled to the emergency services provided he personally calls the Response Centre for such services and not through any third party acting on his behalf, other than his authorized driver.
  • (iv) The Member cannot act on his own or through any NKM office or Service Centre staff to arrange for the towing or repair of the car. All services requested by the Member must be made to the Response Centre.
  • (v) NKM Service Centre staff can make a request for accident towing directly to the Response Centre if the Member is indisposed as a result of a motor accident but not for breakdown towing.
2. Robbery
  • (i) KIAssist shall pay a sum of Ringgit Fifty (RM50.00) only per claim as incidental expenses in the event the Member is a victim of a robbery and his personal belongings (excluding loss of cash and commercial goods) has been lost.
  • (ii) The Member must report his loss to the police within 24 hours of the crime. 
  • (iii) The Member shall submit an official written claim to KIAssist within 14 days from the day of robbery, attaching the following documents:
  • (a) Claim Form duly completed and signed;
  • (a) Copy of Police Report.
  • ROBBERY
    OCCURS
  • CUSTOMER CALL
    1300 888 KIA
  • CUSTOMER WILL BE ADVISED BY CALL CENTRE TO:

    • 1. FILE POLICE REPORT
    • 2. FILL CLAIM FORM
  • SUBMIT TO HQ
    FOR PROCESSING
  • CLAIM GIVEN
    (subject to complete report and documentation)
    WITHIN 14 WORKING DAYS.
  • end
3. Police Reporting Assistance (excluding East Malaysia)
  • (i) If the Member needs assistance at police station to lodge report following a robbery, theft of car or loss of personal belongings in a car break-in, KIAssist shall dispatch a service provider to meet the Member at the police station to assist in lodging the report.
  • (ii) KIAssist will only provide advice but not assist in the physical completion of the police report at the police station. KIAssist will not render assistance if the police require the Member to act independently and complete his own police report.
  • (iii) KIAssist will not participate in the interview by the investigation officer and will not be a party or witness to the crime.
  • (iv) KIAssist will not participate in subsequent police investigation which may require the Member to report to the police station again.
  • (v) KIAssist will not accompany the Member to the scene of the robbery or theft following the report lodged by the Member.
4. Police Reporting Assistance (excluding East Malaysia)
  • (i) KIAssist will provide transportation to a Member to the nearest police station to lodge a police report within 24 hours following a robbery, loss of personal belongings due to a car break-in or theft of Member’s car.
  • (ii) Such transportation will be provided for the first visit to the police station to lodge the report only.
  • (iii) KIAssist shall not be responsible for providing transportation under the following circumstances:  
    • (a) The police investigation officer requests the Member to return to the police station on the same day or any other subsequent day as instructed;
    • (b) The Member has to accompany the police to the scene of the crime after the police report has been lodged;
    • (c) The Member is detained by the police for more than three (3) hours following the completion of the police report. After such period, the KIAssist service rovider shall only remain at the police station at the Member’s own expense.
  • (iv) If KIAssist cannot arrange for transportation for the Member to the police station, KIAssist reserve the right to compensate the Member for actual expenses incurred to go to the nearest police station. Such compensation shall be limited to a maximum sum of Ringgit Fifty (RM50.00) to reimburse the Member for public transportation.
  • IF NO ARRANGEMENTS
    CAN BE MADE TO GO TO THE
    NEAREST POLICE STATION…
  • CUSTOMER WILL BE ADVISED BY CALL CENTRE TO:

    • 1. FILE POLICE REPORT
    • 2. FILL CLAIM FORM
  • SUBMIT TO HQ
    FOR PROCESSING
  • CLAIM GIVEN
    (subject to complete report and documentation)
    WITHIN 14 WORKING DAYS.
  • end
5. Police Reporting Assistance (excluding East Malaysia)
  • (i) KIAssist shall pay a sum of Ringgit Fifty (RM50.00) only if the Member has lost his personal belongings or goods purchased for personal consumption (excluding loss of cash and commercial goods) as a result of a break-in of the car. Such loss must not be due to a road accident or the Member’s car was stolen and recovered
  • (ii) The Member must report his loss to the police within 24 hours of the crime.
  • (iii) The Member shall submit an official written claim to KIAssist within 14 days from the day of accident attaching the following documents:
    • (a) Claim Form duly completed and signed;
    • (b) Copy of Police Report;
    • (c) Photos of damage to the car lock or glass together with the registration number of the car.
  • ROBBERY
    OCCURS
  • CUSTOMER CALL
    1300 888 KIA
  • CUSTOMER WILL BE ADVISED BY CALL CENTRE TO:

    • 1. FILE POLICE REPORT
    • 2. FILL CLAIM FORM
    • 3. PHOTOS OF DAMAGES
  • SUBMIT TO HQ
    FOR PROCESSING
  • CLAIM GIVEN
    (subject to complete report and documentation)
    WITHIN 14 WORKING DAYS.
  • end
6. Theft of Car
  • (i) In the event the Member’s car is stolen, KIAssist shall pay a sum of Ringgit Fifty (RM50.00) only to reimburse for the cost of public transportation to lodge a report at the nearest police station if KIAssist cannot provide transportation for the Member to go to the police station.
  • (ii) The Member shall submit an official written claim to KIAssist within 14 days from the day of theft attaching the following documents:
    • (a) Claim Form duly completed and signed;
    • (b) Copy of Police Report.
  • THEFT
    OCCURS
  • CUSTOMER CALL
    1300 888 KIA
  • IF NO ARRANGEMENTS
    CAN BE MADE TO GO TO THE
    NEAREST POLICE STATION…
  • CUSTOMER WILL BE ADVISED BY CALL CENTRE TO:

    • 1. FILE POLICE REPORT
    • 2. FILL CLAIM FORM
  • SUBMIT TO HQ FOR PROCESSING
  • CLAIM GIVEN(subject to complete report and documentation) WITHIN 14 WORKING DAYS.
  • end
7. Locksmith Service (excluding East Malaysia)
  • (i) At the request of the Member, KIAssist shall assist the Member by engaging the services of a locksmith in major towns only to assist the Member to unlock the Member’s car subject to the following terms:
    • (a) The Member’s car is registered and declared with KIAssist;
    • (b) The Member must be present at the time of opening and shall decide on the recommendation of the locksmith;
    • (c) KIAssist shall not be responsible for any damage whatsoever to the Member’s car as a result of opening the door.
  • (ii) KIAssist shall pay for the cost of unlocking the car up to the sum of Ringgit Fifty (RM50.00) only. Any excess beyond this amount shall be borne by the Member.
  • (iii) The Member shall pay directly to the locksmith upon completion of job and submit his receipt to KIAssist for reimbursement up to the sum of Ringgit Fifty (RM50.00) only.
  • LOCKSMITH
    COMPLETES JOB.
  • CUSTOMER PAY
    CASH TO LOCKSMITH.
  • SUBMIT TO RECEIPT TO HQ FOR PROCESSING
  • CLAIM GIVEN (subject to complete report
    and documentation) WITHIN 14 WORKING DAYS.
  • end
8. Emergency Information Transmission Services
  • (i) KIAssist shall contact the Member’s immediate family in the event the Member makes such a request in an emergency situation such as being the victim of a crime or the Member’s car is involved in an accident.
  • (ii) This service is provided to the Member subject always that KIAssist is being notified of the information of the Member’s accident and the particulars of the Member’s family members are available to KIAssist.
9. Special Rate for Hotel Reservation

KIAssist shall assist the Member at the Member’s own cost and expense to make reservation for hotel accommodation at a participating hotel with KIAssist subject to the availability of the hotel room.

10. Bereavement
  • (i) In the event of an accident, the beneficiaries of the deceased Member shall be entitled to the sum Ringgit One Hundred and Fifty (RM150.00) only as payment of bereavement expenses upon the demise of the Member resulting from a road accident in which the Member is driving or is a passenger in the car or public transport.
  • (ii) The beneficiary of the Member shall submit an official written claim to KIAssist within 30 days from the day of death attaching the following documents:
    • (a) Claim form duly completed and signed by Member’s beneficiary(s);
    • (b) Police Report;
    • (c) Death Certificate;
    • (d) Medical Report;
  • DEATH
    OCCURS
  • CUSTOMER CALL
    1300 888 KIA
  • CUSTOMER WILL BE ADVISED BY CALL CENTRE TO:

    • 1. FILE POLICE REPORT
    • 2. FILL CLAIM FORM
    • 3. DEATH CERTIFICATE
    • 4. MEDICAL REPORT
  • SUBMIT TO HQ
    FOR PROCESSING
  • CLAIM GIVEN
    (subject to complete report and documentation)
    WITHIN 14 WORKING DAYS.
  • end
11. Ambulance

At the request of the Member and at his own expense, KIAssist shall assist to arrange for medical evacuation of the Member from the place where the Member is residing to a hospital or medical centre (as requested by the Member) by road ambulance or any appropriate means of transportation.

12. Nursing

At the request of the Member and at his own expense, KIAssist shall assist to arrange for nursing services for the Member at the comfort of his residence.

13. Wheel Chair Rental

At the request of the Member and his own expense, KIAssist shall assist to arrange for the rental of a wheel chair for the convenience of the Member.

14. Car Rental Service

KIAssist shall assist the Member at his own cost by providing him names of participating car rental companies which offer special or promotional discounts.

15. Roadside Assistance
  • (i) The Member is entitled to free roadside assistance up to a maximum sum of Ringgit One Hundred (RM100.00) only.
  • (ii) KIAssist shall provide free roadside assistance if the car is disabled due to the following circumstances:
    • (a) Jump start;
    • (b) Flat tyre provided the spare tyre is functional;
    • (c) Filling up of empty tank;
    • (d) Minor repairs to uncomplicated mechanical or electrical malfunction.
  • (iii) The cost of purchases of battery, parts or fuel, patching of punctured tyre, electrolyte and delivery services shall be borne by the Member.
  • (iv) Repairs carried out on the spot must not infringe the warranty terms and conditions. Under such circumstances, the car must be towed to the NKM Service Centre for checking.
  • (v) In the case of a punctured tyre, replacement of the tyre by the spare tyre can be carried out on the spot. However, if more than one tyre is punctured, then it may be necessary to tow the car to the nearest Service Centre. All charges for such delivery services will be borne by the Member.
  • (iv) The Member shall be entitled to services within the following area of coverage:
    • (a) West Malaysia on all gazetted roads;
    • (b) Within 20 km (to and from base- 40 km) of the following towns in East Malaysia and towing charges not exceeding the sum of Ringgit Malaysia One Hundred (RM100.00) only:
      • Sarawak – Kuching, Sibu, Limbang, Sri Aman, Miri and Bintulu;
      • Sabah – Kota Kinabalu, Sandakan, Lahad Datu, Tawau, and Semporna, Beaufort, Keningau and Luyang
      • Federal Territory of Labuan.
    • (c) Exclusion: Non gazetted and estate roads and islands of Malaysia except Pulau Pinang and Pulau Langkawi.
16. Breakdown Towing
  • (i) The Member is entitled to free towing services up to a maximum sum of Ringgit Three Hundred (RM300.00) only subject always that the towing services is limited from the scene of the breakdown to the nearest NKM Service Centre. Expressway toll fees and other levies are not included.
  • (ii) The Member is entitled to free towing services under the following circumstances:
    • (a) The car cannot be repaired on the spot;
    • (b) The car is damaged by flood water;
    • (c) The car is not safe to drive due to mechanical or electrical defects which may be subject to warranty claims;
    • (d) Loss of ignition key and the duplicate key is not available;
  • (iii) In the case of a locked car without the ignition key available, towing may not be undertaken as the gear position has to be in “N” position with the hand brake released. As such, the services of a locksmith to open the door has to be engaged but this will be at the expense of the Member.
  • (iv) In the case of damage to car by flood water, the limit of claim for towing is Ringgit One Hundred (RM100) only.
  • (v) The Member is not entitled to free breakdown towing under the following circumstances:
    • (a) Any act of God;
    • (b) Breakdown occurring at parking areas such as basement car park or places that would be difficult for the service provider to perform the towing services. The Member must arrange at his own cost to push the car out of the basement to a place convenient for towing services;
    • (c) Theft recovery;
    • (d) Wrong filling of fuel in the fuel tank;
    • (e) The car is stuck in a drain or hole due to careless driving;
    • (f) Breakdown arising from riots and civil commotion;
    • (g) Breakdown occurring due to the car being modified or used for racing, rallies and trial runs.
    • (h) Stolen tyre(s).
  • (vi) Towing for all the abovementioned exclusions can be provided but the Member must pay for such services directly to the service provider upon completion of the service.
  • (vii) The Member shall be entitled to services within the following area of coverage:
    • (d) West Malaysia on all gazetted roads;
    • (e) Within 20 km (to and from base- 40 km) of the following towns in East Malaysia and towing charges not exceeding the sum of Ringgit Malaysia One Hundred and Fifty (RM150.00) only:
      • Sarawak – Kuching, Sibu, Limbang, Sri Aman, Miri and Bintulu;
      • Sabah – Kota Kinabalu, Sandakan, Lahad Datu, Tawau, and Semporna, Beaufort, Keningau and Luyang
      • Federal Territory of Labuan.
    • (f) Exclusion: Non gazetted and estate roads and islands of Malaysia except Pulau Pinang and Pulau Langkawi.
  • (viii) The Member or the authorised driver of the Member must be present at the scene of the breakdown for such services to be carried out by the service provider.
  • (ix) All cars sent by KIAssist must be acknowledged in writing by staff or security guard (after working hours or public holidays) authorised by NKM to receive such cars into the premises.
  • (x) KIAssist shall not be held liable for any reason whatsoever for the loss or damage of any valuable items in the Member’s car during the time of service or thereafter.
17. Accident Towing
  • (i) KIAssist shall provide accident towing services provided the car is towed to NKM Service Centres for repairs.
  • (ii) If the Member requests for the car to be towed to the panel workshop of his insurance company, KIAssist shall not undertake such towing unless the Member pays for the towing fees upon delivery to the final destination.
  • (iii) NKM shall reimburse KIAssist for the cost of towing whether such towing fees can be claimed from the insurance company or not or the Member opts for cash repairs under whatever circumstances.
  • (iv) NKM Service Centre staff can make a request for towing directly to the Response Centre if the Member is indisposed as a result of a motor accident. However, in the event the Member decides not to repair the car at an NKM Service Centre after towing, NKM will be liable for the towing charges.
  • (v) All cars sent by KIAssist must be acknowledged in writing by staff or security guard (after working hours or public holidays) authorised by NKM to receive such cars into the premises.
  • (vi) KIAssist shall not be held liable for any reason whatsoever for the loss or damage of any valuable items in the Member’s car during the time of service or thereafter.
  • (vii) In the event the Member or a staff of , after calling for towing services, opted to send the car to another unauthorized workshop under whatever circumstances, for repairs, the cost of such aborted towing will have to be borne by NKM.
  • (viii) In the case of a stolen car recovered by the police, the Member is not entitled to free towing services and storage charges whatsoever.

TYPE OF
CLAIM?

  • INSURANCE

  • FREE TOWING TO KIA SERVICE CENTRE

  • CASH REPAIR

  • MEMBER HAVE TO PAY CASH FOR TOWING

end

18. Battery Home Delivery
  • (i) KIAssist shall assist to arrange for a new battery to be delivered to the scene of the breakdown and provide installation services free of charge but excluding the cost of purchase of a new battery.
  • (ii) If the battery is under warranty, the Member will decide whether to allow the car to be towed to the NKM Service Centre for replacement of the battery or pay for the cost of a new battery to be installed on the spot. The claim for reimbursement of the cost of a new battery will not be the responsibility of KIAssist or its service provider.
  • (iii) If a new battery is installed at the request of the Member, KIAssist does not guarantee that the battery shall be of the same make and model. The Member can seek the advice of the NKM service manager before a decision is made.
19. Legal Advisory Services

KIAssist shall assist by providing free basic legal advice to the Member pertaining to any road accident or traffic offence. Any legal cost of engaging a solicitor to provide legal service and/or to act for and on behalf of the Member is to be borne by the Member.

20. Emergency Evacuation Assistance

KIAssist shall arrange for medical evacuation of the Member or the Member’s authorized driver, from the scene of the accident to any hospital or medical centre by road ambulance or any appropriate means of transportation. Such expenses are however borne by the Member.

21. Transportation Assistance

The Member shall be given free transport to any destination if the tow truck driver is heading in the same route as the Member while attending to or returning from the scene of breakdown.