Breakdowns outside of Switzerland: What to do next

When your car breaks down on vacation, it’s always frustrating. The right preparation is crucial to keeping a cool head when you’re abroad. Carlos Fresneda, Head of AXA’s 24-hour Contact Center, gives you useful tips and answers the most important questions about emergencies.

What should I do if my car breaks down abroad?

First things first: Call the AXA 24-hour hotline immediately. This is the only way to take advantage of all insurance benefits and we can organize professional help for you right away. 

• Calling from Switzerland: 0800 809 809 
• Calling from outside Switzerland: +41 58 218 11 00 

If you’re in France: On French motorways, only certified services are allowed to help. They are contacted by the police via emergency booths or you can can dial 112. Please contact us directly afterwards so that we can coordinate the next steps for you. 

Optimal preparation: How to start your vacation carefree

Good preparation minimizes the risk of a breakdown and saves you a lot of trouble in an emergency. We recommend that you check the following: 

1. Documents & Equipment: Make sure that you bring the specific items required by each country you will be visiting. The following should always be within easy reach in the vehicle: 

• International insurance card (formerly known as green card) 
• European Accident Statement 
• High visibility vest (one for each passenger) 

2. Vehicle check before departure: A thorough check will ensure that your car is fit for the journey. Check: 

• Battery and Lighting 
• Oil level and brakes 
• Tire pressure and tread 
• Engine and V-belt 

How long does it take for help to arrive in the event of a breakdown?

In Switzerland, our roadside assistance will normally reach you within 30 minutes. In more than 90 percent of cases, you’ll be mobile again after about an hour. Outside of Switzerland, it can take longer due to greater distances and additional organization. However, we work with reliable partners throughout Europe to help you as quickly as possible.

In which countries does AXA offer roadside assistance? 

Throughout Europe, we work with selected assistance partners with appropriate roadside assistance networks, which also include the bordering Mediterranean countries. The coverage area is shown on the international insurance card (formerly known as the “green card”) or in the applicable General Insurance Conditions.

Will my car be repaired on site or towed? In most cases, your vehicle will be towed. Roadside assistance abroad is often only equipped to provide simple jump-start assistance or a tire change. In all other cases, the vehicle will be taken to a suitable garage nearby.

How can I continue my trip if my car breaks down?

We help you organize your onward journey or journey home, ideally by public transport or by plane. If you need a rental car, remember that you will need a credit card (not a debit or prepaid card), your driver’s license and a passport or ID card.

In consultation with AXA, self-organization with an adequate solution is always possible.

Why isn’t the repair carried out on site right away? 

When you’re abroad, the local roadside assistance services can usually only solve minor problems, such as jump-starting a dead battery or changing a tire. In almost all other cases, your vehicle will be towed to the nearest garage 

where you and AXA will review the situation. Then you will have two options: 

• Return transportation to Switzerland: If your vehicle needs to be brought back to Switzerland, we will take over the entire organization of transport. As a rule, your car will be back with you within two weeks. 
• Scrapping abroad: If it no longer makes sense to repair it, we will take care of scrapping it on site. We will cover the costs incurred as well as the customs fees as part of your insurance coverage. 

As an AXA customer, how am I insured?

Your roadside assistance is covered either by your motor vehicle insurance or Intertours travel insurance. Both of them will cover immediate assistance, return of the vehicle, and additional costs for onward travel. You can find all the details and your documents at any time in the myAXA customer portal. 

It’s good to know that: Even if you don’t have the right insurance coverage, we’re there for you! We can advise you and organize help. The costs for this must then be paid locally. 

Summary: Key points at a glance 

1. Preparation is everything: Check your vehicle and the necessary documents before departure. 
2. In an emergency call us: Contact the AXA hotline immediately. This is the most important step. 
3. We take care of it for you: We organize everything else – from the towing service to the journey home. 

With the right preparation and AXA by your side, you can continue your journey stress-free even if you break down .