QarQal Assist – Basic vs Premium package (agent guide)

Summary

This article explains the key differences between QarQal Assist Basic and Premium packages, including coverage distance, limits, exclusions, and refund rules, based on the official Terms & Conditions.

When to use this article

• User asks what QarQal Assist includes, or Basic vs Premium differences.
• User asks about towing distance, number of calls allowed, or motorcycle cover.
• User asks if they can get a refund or when coverage starts.

Pre‑checks & verification

1. Confirm which package the user has: Basic or Premium.
2. Check the registration date and confirm whether the 7‑working‑day waiting period is over.
3. Confirm vehicle details (plate, type, road tax & insurance status) match what is registered under QarQal Assist.

1. Package overview (car)

• Provider: QarQal Assist is the service interface; roadside assistance is operationally fulfilled by AR Auto Assist.
• Coverage start: Services start 7 working days after successful registration (Basic & Premium).
• Validity: 1 year from registration.

Basic Package (QA Basic)

• Price: RM45 per year (per T&C).
• Towing coverage: up to 100 km round‑trip per service (50 km one way), to nearest PIAM‑authorised workshop / designated location.
• Usage: up to 3 towing / assistance events per year (car) plus a motorcycle programme with up to 5 services per year (see below).

Premium Package (QA Premium)

• Price: RM85 per year.
• Towing coverage: up to 300 km round‑trip per service (150 km one way) to authorised workshop / designated location.
• Usage: unlimited requests, with at least a 3‑day interval between assistance requests.
• Additional benefits (car only, where terms are met): free interstate ambulance assistance, rental car usage, flight ticket / reimbursement, flood assistance, funeral compensation up to RM5,000 (see detailed T&Cs for conditions).

2. Territorial limits

• Coverage is limited to gazetted roads in Peninsular Malaysia and specified major towns in East Malaysia (Kuching, Sibu, Miri, Bintulu, Kota Kinabalu, Sandakan, Lahad Datu, Tawau, Keningau).
• Non‑gazetted roads, estate roads, off‑road paths and most islands are excluded (with a few named exceptions in some T&Cs).

3. Key exclusions (Basic & Premium)

Always confirm against the latest T&Cs, but in general QarQal Assist will NOT cover:

• Vehicles used commercially or modified for racing, rally, trials, etc.
• Vehicles not roadworthy, not regularly serviced, or without valid road tax and active insurance.
• Vehicles overloaded beyond design (too many passengers or weight).
• Situations involving unlawful or illegal acts (including drunk/drugged driving).
• Vehicles in locations deemed unsafe or inaccessible by the service provider (crime scenes, flood zones, construction sites, etc.).
• Vehicles that are not towable (e.g. jammed tyres, needing crane rescue).
• Extra costs such as toll fees, basement towing surcharges, special equipment beyond standard towing on gazetted roads.

4. Motorcycle programme (summary)

• Basic: up to 5 assistance services per year for motorcycle breakdown/accident, towing to nearest authorised workshop within 100 km round‑trip.
• Premium: unlimited motorcycle breakdown/accident assistance per year, towing within 300 km round‑trip to nearest authorised workshop.
• Motorcycle towing is limited to engine breakdown or accident – not issues like punctured tyres, broken chains or cables (those are excluded).

5. Costs beyond included coverage

• Any towing beyond the included distance is charged at RM3.00 per km (Basic and Premium), payable by the member to the towing company.
• Labour for tyre change / jump‑start may be covered in Premium, but the tyre or battery cost itself is borne by the member.
• Other services like petrol delivery or key retrieval are usually fully borne by the member under Premium T&Cs.

6. Refund policy (Basic & Premium)

• Cooling‑off period: 7 working days from payment/registration.
• Full refund within the cooling‑off period is only possible if no service has been rendered.
• If a member cancels after the cooling‑off period, all service entitlements stop immediately and no refund is payable.

7. What to say to the customer

Explaining the difference in simple terms

“QarQal Assist Basic gives you towing up to 100 km round‑trip and a fixed number of assists each year. Premium extends towing up to 300 km round‑trip, lets you request help more often, and includes extra benefits like ambulance assistance, rental car and flight reimbursement under certain conditions.”

Explaining main exclusions

“Both packages only cover vehicles that are roadworthy, properly insured and used in a normal way. Commercial vehicles, racing or modified vehicles, illegal use, or unsafe locations are not covered under the terms.”

Explaining the cooling‑off period

“You have 7 working days from registration to request a refund, as long as no assistance has been used. After that period, cancelling the package will not give a refund, but it will stop your entitlement going forward.”

8. System actions & documentation

• Verify package type, registration date, and whether the waiting period is over.
• Check prior assistance usage (number of calls, distances used, motorcycle vs car).
• Record what explanation you gave about coverage, exclusions, or refunds.
• If the case is sensitive (injury, large claim, legal complaint), escalate to the appropriate team and attach relevant call notes.