About MAS Roadside Assistance 

  • MAS Roadside Assistance in partnership with AA is available to you if you have an eligible vehicle insured with us for Comprehensive cover. 
  • MAS Roadside Assistance is an additional benefit that comes with your policy and is applied to your eligible vehicle that is insured by us. 
  • This cover will apply to eligible vehicles that have Comprehensive cover from the 1st of April 2026, you will not have to wait for your policy to renew to be eligible for cover under this benefit.  
  • The cover is then provided by this benefit for the same term as your policy. 
  • MAS Roadside Assistance applies to the eligible vehicle covered by the policy and can be used by any licensed driver that is able to drive the eligible vehicle. 
  • MAS Roadside Assistance is provided by AA and AA’s Service Providers. On a call out, AA will use reasonable efforts to arrange for its service providers to attend where practicable and in accordance with these Terms and Conditions. 
  • We may amend these terms and conditions at any time by posting the changes to our website. The amended terms and conditions will apply 30 days after the date the terms were amended and posted online. 
  • There is no applicable excess to use any standard MAS Roadside Assistance AA Services. However, some of the services that require additional support or technical assistance outside of the standard AA Services may require an up-front cost to be covered by the Driver. 

How to use MAS Roadside Assistance 

  1. If you need assistance with your eligible vehicle, you must call 0800 800 627 and select option 2 for MAS Roadside Assistance. 
  2. You will need to provide the AA service representative with the following details: 
  3. Your name and the eligible vehicle’s registration number 
  4. Your location and your phone number for follow up calls and ETA text messages 
  5. A brief description of what has happened that has resulted in the need for assistance. 
  6. You will need to wait with your eligible vehicle if a service provider is dispatched, and follow any safety instructions provided by AA or the service provider. 

Service Availability and Response Times  

MAS Roadside Assistance is a situational support service. AA does not guarantee that assistance will always be available in every location or circumstance, or that a service provider will attend within a particular timeframe. Response times and the availability of specific services depend on factors outside AA’s reasonable control, including location, access, safety, weather conditions, extraordinary demand and service provider availability. 

Eligibility 

MAS Roadside Assistance is available on Comprehensive Motor Vehicle policies for a vehicle that are either a Standard Car, SUV, 4WD, Light Van, Motorcycle (that is for road use), a Standard Trailer or Caravan which are less than: 

  • 3,500 kg GVM, 
  • 2.44 metres in width,  
  • 7 metres in length,  
  • 3 metres in height, and  
  • 1.8 metres in width (wheel span). 

It is the responsibility of the Driver, who is the person in control of the eligible vehicle when the Services are required and who is with the eligible vehicle at the time the call out is attended by the AA’s Service Provider, to cover any of the additional costs that are payable by the Driver in accordance with these Terms and Conditions (for example, parts, fuel, locksmith fees, specialist equipment, additional towing distance, other non-included services). 

MAS Roadside Assistance Services 

Mechanical Breakdown 
  • Attempt to rectify any non-collision or non-insurance related mechanical failure that has disabled the eligible vehicle and made it unsafe or unable to be driven. 

Wheels and Tyres 
  • Assistance to change a damaged tyre/wheel with the eligible vehicle’s spare or inflator kit where it is roadworthy and compatible with the other tyres/wheels of the eligible vehicle. 
  • Where a temporary tyre inflator repair kit or a multi-fit wheel solution is available (metro areas) this will be used to mobilise the eligible vehicle for continued travel to the nearest tyre facility/repair shop. 
  • Where these items are not available or have been previously used and not replaced, recovery to the nearest tyre facility will be arranged at the Driver’s cost. 
  • Where there are two or more flat tyres, recovery may be arranged to the closest tyre facility/repair shop at the Driver’s expense. 

12 Volt Battery Assistance 
  • Flat battery-provide a jump start to the eligible vehicle. 
  • Faulty battery - after hours battery replacement offered at preferential rates, at the Driver’s expense. 

Lost keys/lockout 
  • If the keys are locked in the eligible vehicle, an attempt to recover keys will be made. 
  • Where recovery is not successful or access is not possible, a locksmith will be arranged at the Driver’s expense. 
  • Where a locksmith is unable to provide a replacement key, the eligible vehicle will be recovered to the nearest Repairer at the Driver’s expense. 

Members should retain any receipts and provide to MAS to claim against the Locks and Keys Additional benefit. 

Out of Fuel 
  • $20 of fuel (unleaded petrol, diesel, or AdBlue) will be provided to get the eligible vehicle to the nearest service station. The cost of the fuel will be at the driver’s expense. 
  • If more than $20 of fuel is required, transportation of the eligible vehicle will be facilitated to the nearest service station. The cost of the fuel will be at the Driver’s expense. 

EV out of charge 
  • Auckland, Wellington & Christchurch-where a mobile EV charger is available, enough charge will be provided for 10 kilometres, so the Driver can get to a place of safety/charging station. 
  • If the above is not available, AA may arrange a tow at the Driver’s expense to the closest appropriate place of safety or charging station, no more than 50 kilometres from the breakdown location, where available. 

Wrong fuel or incorrectly fuelled 
  • Draining of the incorrect fuel. Costs associated with labour and drainage will be at the driver’s expense. 
  • If a service provider cannot attend, a tow to the closest appropriate Repairer at the Driver’s expense. 

Towing 
  • Towing may be arranged to the nearest Repairer where an eligible vehicle is unable to be mobilised. The maximum distance is 50 kilometres and is calculated from the breakdown location. Where the Repairer is closed, AA may arrange storage and subsequent on-tow to the Repairer when next open (where available). 
  • If recovery to a further location is required, any additional cost will be at the Driver’s expense. 
  • All additional expenses to get the eligible vehicle and any trailer body to it destination, provided they can be transported by one standard towing vehicle and any additional costs i.e. storage of any caravan or any other form of trailer body is at the Driver’s expense. 
  • On-tow caravan/trailer limits-maximum of 7 metres in length (excluding towbar), 2.44 metres wide and/or 3 metres high. 
  • Recovery of caravans and trailers on tow at the time of the breakdown may be towed provided they do not need to be lifted and carried.  
  • Any trailer or caravan that is un-roadworthy, overloaded, in an unsafe condition will only be towed or transported at the Driver’s expense and only provided if it is legal to do so in the opinion of the AA or the AA’s Service Provider. 

Bogged Vehicle Recovery 
  • Service will be provided if an eligible vehicle is stranded on a trafficable road and where no special equipment such as power winches or extended cables etc. are required. 
  • Should special equipment be necessary, any additional costs will be at the Driver’s expense. 

General Exclusions  

The AA and their service providers may refuse, delay, modify, or discontinue, assistance where it is unsafe, unlawful, impracticable, or unreasonable, to provide the service, or where the circumstances fall outside these Terms and Conditions.  

The Services will be refused where the AA’s Service Provider attends a breakdown and following the initial inspection reasonably determines that: 

  1. The vehicle exceeds:  
  2. Weight:  3,500 kg GVM,  
  3. Width: 2.44 metres,  
  4. Height: 3 metres, or  
  5. Length: 7 metres in length,  

in which case any service will be at the discretion of AA and may be at the cost of the driver of the vehicle where the services requested directly relate to exceeding the weight or size dimensions.  

  1. The eligible vehicle is unattended by the driver at the time of the breakdown and/or when AA’s service provider arrives at the location of the breakdown.  
  2. The eligible vehicle is not on a formed public road, or is on a beach, or is trapped/bogged.  
  3. The eligible vehicle is involved in or disabled due to a motor vehicle accident, or stolen, or damaged due to theft or vandalism. AA may provide vehicle recovery services if requested by the driver or MAS, at the expense of the requesting party, and at the discretion of AA. 
  4. The eligible vehicle is unregistered and/or unlicensed for use on public New Zealand roads.  
  5. The driver, or a passenger, poses a safety risk to other motorists in the opinion of AA or the AA’s Service Provider, including where the driver, or a passenger, has been engaged in unlawful activity, or driving under the influence of alcohol or drugs.  
  6. Where the driver of the eligible vehicle, or anyone accompanying the driver, is behaving or has behaved in a threatening, abusive, or inappropriate manner.  
  7. The eligible vehicle has undergone major body modifications.  
  8. Assistance is requested to equip or remove snow chains.  
  9. The eligible vehicle was being used for racing, pacemaking, speed testing, reliability trials, competitions or off-road activities at the time of the breakdown.  
  10. The eligible vehicle is carrying a load beyond the legal limit.  
  11. Where a tow is to be arranged by AA and the eligible vehicle exceeds the physical limitations of any AA’s Service Provider engaged to provide the tow services, AA may arrange tow services for vehicles exceeding these dimensions where the AA’s Service Provider is available.  
  12. Where the breakdown is attended by the Police or other emergency service, until after AA is authorised to help.  
  13. The driver of the eligible vehicle has failed to obtain a permanent repair following any temporary repair that AA carries out and there is a secondary request for assistance for the same issue, or due to a lack of routine maintenance or servicing (in line with the guidelines of the manufacturer), or continued failure to maintain fuel or charge in the eligible vehicle.  

General Conditions 

    1. Remote Areas 

1.1 Remote areas are defined as areas within New Zealand that are sparsely populated and where no repairer is reasonably proximate and/or where the AA’s Service Provider services are not readily available. 

1.2 Where an eligible vehicle breakdown occurs in a remote (sparsely populated) area, MAS Roadside Assistance will be provided by the AA’s Service Provider, however, the service may be subject to delays due to breakdown location, the AA’s Service Provider availability and accessibility. 

    2. Trafficable Roads

2.1 Service will only be provided to eligible vehicles disabled on constructed roads/driveways that are legally trafficable by conventional two-wheel drive vehicles and/or the towing/recovery vehicle (where required) as determined by the AA’s Service Provider. 

    3. Vehicle Rescue

3.1 Where the eligible vehicle becomes disabled off a legally trafficable road such as beaches, fields or creek beds, vehicle rescue may be arranged at the discretion of the AA’s Service Provider at the driver’s expense. 

    4. Bogged Vehicle Recovery

4.1 Service will be provided to eligible vehicles stranded on a trafficable road, and where no special equipment such as power winches, or extended cables etc. are required. 

4.2 Should special equipment be necessary to effectively deliver service and/or where the supplier service provider has to return to their service facility to obtain this special equipment, the additional cost involved will be paid for by the driver.

    5. Natural Disasters/Industrial Disputes

5.1 AA reserves the right to alter and/or offer alternative assistance where a natural disaster (such as a flood, storm or fire) or an industrial dispute places extraordinary demands on the provision of service. In these instances where a disabled eligible vehicle cannot be reached, the AA’s Service Provider will attempt to provide whatever alternative assistance is practicable under the circumstances. Any such assistance will be at the discretion of AA and will not be unreasonably withheld. AA is not responsible for any delay or inability to provide assistance in these circumstances where factors outside AA’s reasonable control prevent service delivery.  

    6. Home Assistance

6.1 Assistance for eligible vehicles will be provided at the home address in the same way as at roadside. However, during times of peak demand, ‘at roadside’ calls will be given priority over that of ‘at home’ calls for assistance. 

     7. Unattended Vehicles

7.1 Where the eligible vehicle is found to be unattended and should peak demand or any other circumstance inhibit the AA’s Service Provider in waiting, the roadside assistance job will be aborted. All calls for service (deemed by the AA’s Service Provider to be for the same incident) will be at the driver's expense. 

    8. Attempted Repairs

8.1 Where the AA’s Service Provider attends a roadside assistance event and under initial inspection reasonably considers a third-party attempt to repair the eligible vehicle has occurred and caused damage and where the eligible vehicle cannot be started or driven without further potential risk of damage, service may be refused. Towing under this circumstance would be at the driver’s expense. 

    9. Caravan and Trailer

9.1 Should the eligible vehicle, whilst encumbered by a caravan or any other form of on-tow vehicle, experience a roadside breakdown and require towing, all transport expenses to get the eligible vehicle and any on-tow vehicle to its destination, provided they can be transported by one standard towing vehicle, will be met by the driver. 

    10. Cargo

10.1 AA and the AA’s Service Providers will accept no responsibility under any circumstances for the security and/or any loss associated with a disabled eligible vehicle’s cargo which may result from delays in providing roadside assistance and/or towing. 

    11. Neglect and/or Abuse

11.1 AA will not be responsible for additional or increased costs and expenses as a result of the following: 

(a) Where additional costs are incurred by AA resulting from product abuse or neglect by the driver of an eligible vehicle which will be the responsibility of the driver; or 

(b) Repeated incidents by a driver of a similar nature in which it can be reasonably determined that the frequency and/or type of incident is as a result of the driver negligence at which point AA will notify MAS of suspension of a service to that driver. MAS shall notify the driver of service suspension within 15 Business Days of receiving notification from AA. 

    12. Repair Costs

12.1 AA will not be responsible for any costs in relation to parts or any other associated costs for the repair of the eligible vehicle, other than minor breakdown repairs to facilitate the immediate mobilisation of the eligible vehicle. 

Delays, Non-attendance, and Limitation of Responsibility  

To the extent permitted by law, AA is not responsible for any delay, non-attendance, or inability to provide MAS Roadside Assistance where this is caused by factors outside AA’s reasonable control, including service provider availability, access issues, safety concerns, weather events, natural disasters, industrial disputes, or extraordinary demand. Nothing in these Terms and Conditions limits any rights you may have under applicable consumer protection laws that cannot be excluded. 

Policy Change 

If you change the cover type of your policy to a different cover option other than Comprehensive cover, you will no longer be eligible for MAS Roadside Assistance. 

Privacy Disclosure 

You authorise us to share your personal information with AA and the  AA Service Providers for the purpose of providing these services outlined for MAS Roadside Assistance in partnership with AA in accordance with our Privacy Statement Privacy Statement - MAS 

AA may record phone calls with you. You authorise their service representatives to share these recordings with us for any purposes relating to: 

  1. Your Policy 
  2. Any training and quality assurance purposes. 

You can request access to your personal information we hold at about you and request any corrections be made at any time. Unless we have a lawful reason for withholding that information you have requested.  

Definitions that apply to these Terms and Conditions: 

AA means The New Zealand Automobile Association (Incorporated). 

AA’s Service Provider means a person providing the Service Entitlements at the request or direction of AA and any agent of that person having that person's authority to provide the Services. 

Breakdown means a failure in relation to a Customer’s vehicle, which has caused the eligible vehicle to become immobilised due to and including Driver related, mechanical or electrical fault. For the avoidance of doubt, this can include a flat tyre, flat or faulty battery, a vehicle that has run out of fuel or keys that have been locked in the vehicle or lost. 

Driver means a person in control of the eligible vehicle when the services are required and who is with the eligible vehicle at the time the callout is attended by AA. 

Eligible Vehicles means either a Standard Car, SUV, 4WD, Light Van, Motorcycle (that is for road use), Standard Trailer or Caravan which are less than: 

  • 3,500 kg GVM, 
  • 2.44 metres in width,  
  • 7 metres in length,  
  • 3 metres in height, and  
  • 1.8 metres in width (wheel span), 

that is nominated in accordance with our AA Service Agreement. 

Policy means a MAS Motor Vehicle Insurance Policy.  

Repairer means automotive service provider that is approved by the AA, and a member of a recognised industry body such as the Motor Trade Association (MTA). The suitability of a Repairer shall be determined by the AA acting reasonably, considering the type of vehicle, nature of the Breakdown, and the need for appropriate diagnostic and repair capability.  

We, us, or our means Medical Insurance Society Limited, a business division of Medical Assurance Society New Zealand Limited. 

You or Your means you or any licensed driver of the insured vehicle.