Assistance services
How can you contact the dispatcher?
Call our 24-hour centralized phone number from both abroad and domestically. During our core hours (8:00 AM - 4:30 PM), select extension 1.
Assistance services
As part of the basic services of MOL Mercarius Fleet Solution, we offer 24-hour Assistance, which is available to call any day of the year. Within the scope of our service – depending on the situation – we can even repair your vehicle free of charge directly at the location.
What qualifies as an assistance event?
How do we help you?
MOL Mercarius Fleet Solution takes care of towing your vehicle and simultaneously provides a replacement car to ensure your mobility.
In case of a breakdown, regardless of the service package, we offer you a free replacement car for 1 day.
What do we need to know to help you?
To assist you as quickly and effectively as possible, please share with us:
- Have you had an accident or are you experiencing a technical problem?
- Did the event happen near a populated area or farther away?
The process of assistance
Report
You can notify our team about your towing request by calling our central phone number.
Information Gathering
Our colleagues will decide on the possible assistance methods based on the information received via phone, taking into account the specific conditions at the scene.
IMMEDIATE ASSISTANCE
To ensure continuing your journey:
a.) resolving the issue through phone assistance, active cooperation from the user, or on-site arrival
b.) providing a replacement vehicle or towing the vehicle
c.) other forms of assistance
DELAYED ACTION
If the nature of the problem allows for repair at a later time at one of our service centers, our colleagues will arrange this for you and will coordinate directly with you.
Settlement
Our colleagues will handle the billing with all parties involved in the assistance. Costs resulting from improper use, including towing and repairs, will be billed retrospectively to the renter.
International assistance
Although our goal is to support you as best as possible during your travel, an international assistance event may still bring unexpected inconveniences and additional costs.
The most important questions during an assistance event
The dispatcher will definitely ask these key questions during an assistance event, as they are essential for taking the necessary steps.
- Are you heading back home or still traveling away from Hungary?
- Do you have a specific destination, or are you visiting multiple locations as part of a tour?
Your answers will help us provide the most appropriate assistance possible.
CAR TOWING DURING ABROAD STAY
We only provide vehicle towing services in all cases.
Therefore, travelers must arrange any unforeseen costs or tasks during the waiting period themselves, such as:
- additional guest night expenses,
- or local taxi fares.
For this reason, we recommend that you purchase travel insurance that includes assistance services when traveling abroad! Such insurance can cover costs like transportation from the incident site to your accommodation.
Replacement vehicle in case of abroad assistance
The replacement car departs from Hungary, and we will arrive in neighboring countries within 24 hours as specified in the contract, unless physically impossible (e.g., in Scandinavia).
For international trips, we recommend choosing travel insurance that includes assistance services. Engaging local services can speed up the delivery of the replacement vehicle, reducing waiting time to about 1-2 hours.
Please note that a deposit is required in these cases, which must be paid locally in cash or via bank card.
If the issue does not require a replacement car, we can utilize services from local auto clubs. Typically, a replacement vehicle from Hungary is not arranged for flat tires or battery failures.
However, the costs of the local assistance (such as on-site service) must be settled on the spot, which can range from approximately 100 to 200 euros.
Through our partner AI Insurance (Auto Home), we can also access local workshops and tow services across Europe, with settlement possible afterward.
For this reason, we strongly recommend purchasing travel insurance that includes assistance services for trips abroad!
Recommended steps before traveling abroad
Carefully check that the following documents are available in your vehicle:
- International insurance certificate
- Valid foreign use authorization
- European accident report form (optional but useful)
In case of an accident, it can be helpful to take photos of:
- The accident scene, including damaged vehicles (before they are moved apart)
- The name and street addresses of the location, GPS coordinates (using Google Maps)
- The licenses of the other involved parties, if possible
- All documents related to police procedures
- The power of attorney: in every country within the geographical boundaries of Europe, except Ukraine and former Soviet states. The list of permitted countries can be found on the back of the insurance certificate.
Please check the websites of the consular services of the countries involved regarding the necessity of notarized authorizations!
Frequently asked questions
How is a replacement vehicle delivered abroad?
The replacement vehicle departs from Hungary and, according to the contract, will reach neighboring countries within 24 hours, except where this is physically impossible (e.g., in the case of Scandinavia).
For trips abroad, we recommend choosing travel insurance that includes assistance services. Involving local authorities can speed up the delivery of the replacement vehicle, reducing the waiting time to 1-2 hours.
Please note that in such cases a deposit is required, which must be settled on-site either in cash or by credit/debit card.
What happens if the reported issue does not require a replacement vehicle?
If the reported issue does not require a replacement vehicle, we can make use of the services of local automobile clubs. Typically, we do not send a replacement vehicle from Hungary in cases such as a flat tire or a dead battery.
However, the fee for a local automobile club’s service must be settled on-site, and the cost of a call-out can range from approximately €100 to €200.
Through our Partner service provider – AI Insurance (Auto Home) – we can also arrange for local garages and towing services throughout Europe, even with post-payment billing.
For these reasons, when traveling abroad, we strongly recommend purchasing travel insurance that includes assistance services.
How is vehicle recovery handled during a stay abroad?
From our side, we can only provide vehicle recovery services.
As a result, travelers are responsible for any unexpected expenses incurred during the waiting period, such as additional hotel nights or local taxi fares.
For this reason, when traveling abroad, we recommend taking out travel insurance that includes assistance services. This can cover, for example, costs incurred from the recovery location to your accommodation.
What steps are recommended before traveling abroad?
Make sure the following documents are available in your vehicle:
- International insurance certificate
- Valid (!) authorization for foreign use
- European accident report form (optional, but useful)
In the event of an accident, it can be helpful to photograph the following:
- Damaged vehicles at the scene, before they are moved
- The location name, street names, and GPS coordinates (e.g., via Google Maps)
- The driver’s licenses of the other parties involved, if possible
- All documents related to police actions
- Regarding the authorization: all countries located within the geographic area of Europe are allowed, except Ukraine and the former Soviet states – the list of permitted countries is on the back of the insurance certificate
Please check the website of the consular service of the relevant country to confirm whether a notarized authorization is required.