Road Side Assistance Program Details

Redemption Process

FIRST Private, FIRST Wealth and FIRST Select cardholders need to follow the below steps to avail Emergency Roadside Assistance:

1. Cardholder should call Across Assist 24x7 Toll-free Number 1800 309 3916 to avail Emergency Road Side Assistance. Cardholder will share its name, last four digits of Debit Card and last four digits of mobile number registered with Metra Trust. Upon correct validation of details, a fleet vehicle will be sent to the Cardholder location.
2. Cardholder will show a copy of any Government Identity Proof (Aadhar Card, Voter Card, Driving License, Pan card, Passport, Ration card) or Car Identity Proof (Copy of Registration Certificate, Pollution Under Control Certificate, Insurance) in its own name to the fleet vehicle agent. RSA Service will be provided post name match on Identity proof with the name on Metra Trust debit card.
3. RSA services to Cardholder will be provided as per the below mentioned terms & conditions.
4. Cardholder can avail up to a maximum of 4 complimentary RSA services in a year.
5. This service is available to eligible cardholders with PAN India coverage

Terms & Conditions

General exclusions to all service coverage –

1. Any vehicle which has not been maintained regularly as per the guidelines of respective 2W & car manufacturers and thus is not in roadworthy condition.
2. Any customer which is not enrolled with Across Assist, the service provider will not be liable to offer the service to customer, however the service will be only offered on exceptional basis subject to mutual consent between Across Assist and Metra Trust
3. No service will be offered to customers if card holder is not active in Across Assist database, However, before denying the service Across Assist will cross check with Metra Trust to cross verify the same.
4. Any event where breakdown is caused by deliberately inflicted damage, vandalism or participation in a criminal act or offence.
5. Any customer history where customer has twice on prior occasions misused or abused the services.
6. Any event when the driver of the vehicle is found to be in any of the situations that are indicated below:
   1. The state of intoxication or under the influence of drugs, toxins or narcotics not medically prescribed. For these effects, one is under the effect of alcoholic drinks when the degree of alcohol in the blood is greater than that authorized by the legislation on traffic, motor vehicle circulation, road safety, or similar ones in the country where the incident occurs.
   2. Lack of permission or corresponding license for the category of the Covered Vehicle or violation of the sanction of cancellation or withdrawal of them.
7. Those accidents resulting from the illegitimate removal of the Covered Vehicle.
8. Those accidents or breakdowns that are produced when the Client or the authorized driver have infringed upon the regulatory ordinances as far as the requisites and number of persons transported, weight and means of things and animals that can be transported or the form of handling.
9. Those happening while the vehicle lacks documentation or requisites (including the Technical Inspection of the Vehicles and Obligatory Insurance) legally necessary to circulate on public roads in the country where the Covered Vehicle is found.
10. Any vehicle involved in or liable to be involved in legal case prior to or post immobilization.
11. Those caused by fuels, mineral essences, and other inflammable, explosive or toxic materials transported in the Covered Vehicle.
12. Any public vehicle like ambulances, taxis, police vehicles and / or fire brigade vehicles and any other vehicle not used for private use are excluded of all the services coverage under these general conditions.
13. Any accident or breakdown caused due to usage of the car for racing, rally and criminal activity purposes.
14. Luggage that is not sufficiently wrapped or identified, fragile luggage or perishable products, and any commercial goods carried in the Covered Vehicle.
15. Assistance to occupants of the Covered Vehicle different to those defined as beneficiaries.
16. Any animals carried in the Covered Vehicle.
17. Events which do not render the vehicle immobilized are not covered under the program. Some example of such events are given below :
    1. The Boot cannot be opened
    2. Non-functional horn. If the horn is activated incessantly, the Services will be provided
    3. Faulty fuel gauge
    4. Non-functional Speedometer
    5. Non-functional sunroof operation
    6. Non-functional Air-conditioning
    7. Non-functional demisters
    8. Vehicle headlights not functional during day time.
    9. Non-functional Seat adjustor but the vehicle can be driven safely
    10. Illumination warning lamp of ABS, airbag warning or traction control or any such non- safety related lights/service warnings lights which do not render the vehicle immobilized.
    11. In the event of passenger doors not opening or seatbelts not functioning and there are no passengers except the driver
    12. Damaged door glasses or non-functional windows when there are no security or
    13. weather risks.
    14. Broken rear-view mirror not obstructing driver’s view.
    15. Damaged or faulty fuel cap but vehicle has sufficient fuel to reach the nearest authorized dealer
    16. Windscreen wipers turning faulty in fair weather or vehicle running out of windscreen wiper fluid
    17. Electronic Vehicle security system are faulty but do not render it immobilized and the alarm is not hooting continuously
18. The problems / situations mentioned shall not immobilize the vehicle. It is important to consider that such a program is designed for emergencies. However, as it is endeavour of Across Assist to provide best customer support. In any such case if Across Assist finds that customer’s safety might be at risk or he may be in adverse situation, relevant assistance service shall be activated as a goodwill measure.

Adverse weather conditions:

It shall be our endeavor to support the covered vehicle promptly as per the terms of the program. However, in certain adverse weather conditions such as floods, thunderstorms, heavy rains, and other adverse conditions such as traffic congestion, political movements, civil unrest, protests etc. it may become physically impossible to provide assistance. This may affect our ability and capabilities to promptly support the vehicle though it shall be our priority to support the covered vehicle by all feasible means.

Right of Refusal: In case it is found at any stage that false information has been furnished by a Customer to enroll in the program or in case the program is misused or abused, the services may be refused by Across Assist to the Customer and the Customer in such cases, shall not have any right of claim against Across Assist or Metra Trust or the service provider.