LEXUS TOTAL ASSISTANCE

For assistance in Brazil call toll free to Lexus Total Assistance at 0800 5398 727 (0800-LEXUSBR). 

For assistance within Brazil

0800 5398 727

For assistance in other Mercosur countries and Chile

(5511) 4126-1938.

  • 1. GENERAL CONDITIONS

    • 1.1. ASSISTED VEHICLES
      Passenger motor vehicles sold in Brazil by LEXUS through its dealer network.
    • 1.2. BENEFICIARIES
      Every owner or person driving the assisted vehicle and everyone carried at the time of breakdown or accident, free of charge, observing the maximum vehicle capacity.
      Owners of commercial use vehicles (taxis, car rental companies, fleet owners, etc.), as well as persons carried in them may not enjoy the benefit of a loaner car, living up to the other services offered.
    • 1.3. VALIDITY
      The Lexus Total Assistance is valid at no cost for 48 (forty-eight) months as from the date shown on the sales invoice to the first vehicle owner.
    • 1.4. BREAKDOWN AND ACCIDENT
      The Lexus Total Assistance is intended to provide assistance in case of breakdown (spontaneous failure of mechanical or electrical origin) or accident (collision, ramming or rollover with direct or indirect vehicle involvement) that prevent mobility of the vehicle assisted by their own means. They are equivalent to a breakdown and/or accident for purposes of this assistance in cases of lack of fuel, damaged or flat tires, broken or lost keys, provided that they prevent vehicle locomotion by their own means.
  • 2. REQUESTING FOR LEXUS TOTAL ASSISTANCE

    For assistance in Brazil call toll free to Lexus Total Assistance at 0800 5398 727 (0800-LEXUSBR). For assistance in other Mercosur countries and Chile, call (5511) 4126-1938. In this latter case, contact the international operator and ask for “cobro revertido” (collect call).

    Please, have the following information in hand:

    • 2.1 Chassis number (VIN);
    • 2.2 Owner's full name and address;
    • 2.3 Contact phone;
    • 2.4 Precise location of vehicle;
    • 2.5 Reason for calling;
    • 2.6 Vehicle mileage.
  • 3. SERVICE

    Services will be provided according to local availability to service the vehicle on site, loaner car, and alternative transport for return or onward travel, or even accommodation.

    • 3.1. TOWING / VEHICLE TRANSPORT
      In the event of breakdown or accident Lexus Total Assistance will provide the trailer or vehicle towing to the nearest Lexus dealer. Towing or transportation services for vehicles that are carrying cargo, will only be provided once cargo is removed by the beneficiary or another person designed by the beneficiary. Lexus Total Assistance will not carry any kind of cargo.
      If the need to use the trailer or transport occurs on holidays, weekends or after business hours, the assisted vehicle will be towed / transported to a safe place and removed to the nearest Lexus dealer on the next business day.
      The towing service will be offered only once per event.
    • 3.2. LOANER CAR
      In case of breakdown or accident that immobilizes the assisted passenger car for a period of time greater than 24 (twenty-four) hours to carry out the due repair, the beneficiary will be entitled to a loaner car, provided that the vehicle has initially been towed or transported by Lexus Total Assistance.
      The Lexus Total Assistance will make available to the beneficiary a leased vehicle if possible similar to the Automatic Toyota Corolla, for a maximum period of four (4) consecutive days, counted as from the date of withdrawal of the leased vehicle. If there is no local availability of a loaner car similar to the Toyota Corolla, the choice of vehicle model will be at the discretion of Lexus Total Assistance.
      The Lexus Total Assistance will bear the costs related to daily expenses and protection of rented vehicle against damage (with deductible in charge of user, being 10% of the repairs in case of partial damage and 20% in case of Total Vehicle Loss).
      The beneficiary will be responsible for submitting a credit card and/or deposit check for guarantees of extra expenses such as fuel, toll, deductible in case of accident and/or malfunction, daily surplus, excess mileage on possible limits determined by the loaner company, fines, additional lease hours, any return charges as well as hiring of additional insurance offered by the relevant loaner company.
      The beneficiary will also be responsible for any material and/or personal damage arising from misuse or accidents involving the loaned car as well as additional costs and by beneficiary's option.
      The recipient is subject to the rules and procedures set forth by the loaner company indicated, including those related to the time for returning the vehicle. Notes:
      If the loaner car rental ends on a weekend or a holiday, the beneficiary must return the vehicle on the following business day. In case of breakdown or accident occurred on a Friday after business hours, Saturdays, Sundays, and holidays, the beneficiary will be entitled to an alternative transportation in accordance with item 3.6.
      The Lexus Total Assistance will not provide armored loaner car.
      The effective availability of the loaner car is subject to fulfillment by the beneficiary of the international car rental rules as well as the internal rules of the respective rental stores.
    • 3.3. LACK OF FUEL
      In the event of failure due to lack of fuel the Lexus Total Assistance will send a tow truck or transport the event site in order to take the vehicle to the nearest gas station, and the fuel costs will be borne by the beneficiary.
    • 3.4. BATTERY
      In the event of failure due to lack of battery power, the Lexus Total Assistance will dispatch a service provider in order to load the battery on the site.
    • 3.5. TIRE CHANGE
      In cases of flat tires or wheel break, the Lexus Total Assistance will dispatch a service provider to perform the replacement thereof with the vehicle spare tire. This service does not cover the wheel or tire repair, or replacement thereof with new ones, or the acquisition of new wheel and tire.
    • 3.6. ALTERNATIVE TRANSPORTATION
      In case of breakdown or accident initially towed or carried by Lexus Total Assistance and, if it is found that the vehicle cannot be repaired on the same day, the transport of the beneficiaries will be provided up to the owner's place of residence (listed in the Lexus Total Assistance record) or up to the desired destination, provided that the cost or distance to the place of destination is equivalent to the distance between the event site and the said place of residence. If the cost is higher, the beneficiary may choose to complement the amount.
      The alternative means of transport will be chosen depending on the availability on regular transportation lines operating in the established path, and Lexus Total Assistance commits them to carry the beneficiaries, preferably according to the following order: (I) air, (II) road, (III) railway, (IV) waterway and (V) sea. This transport may include a combination of more than one of the above transportation means, being such combination at sole discretion of Lexus Total Assistance.
      The beneficiary is not entitled to an alternative transport service if the vehicle undergoes a breakdown or accident at their home address.
    • 3.7. LOCKSMITH
      In the event of loss or breakage of the vehicle key, theft attempt, or key locked inside the vehicle, Lexus Total Assistance will arrange to send a locksmith to the site, at which time shall bear the costs of labor and displacement of the technician. Production of a new key is carried out exclusively at a dealership and the relevant cost will be borne by the beneficiary.
    • 3.8. ACCOMMODATION
      If unable to provide an alternative means of transport, in a timely manner, due to local structure or time of the event, Lexus Total Assistance will bear the cost of three (3) nights in hotel, preferably a 5-star hotel, in its nearest accredited network dealership to all occupants of the vehicle at the time of the breakdown or accident occurrence, according to the availability of local hotel infrastructure. Daily hotel accommodation shall be covered, the other expenses being borne by the beneficiaries.
    • 3.9. VEHICLE REMOVAL
      If the vehicle is repaired outside the owner's place of residence, Lexus Total Assistance will make available to the owner or the designated person (in writing), a one way ticket for the path between their place of residence and the relevant dealer in order to remove the vehicle. The transportation means used will follow the order mentioned in item 3.6.
      The beneficiary may choose for transportation of the repaired vehicle to their places of residence by road (carrier), provided that the costs are equivalent to the ticket covering the path between the place of residence and the place of the relevant dealership. If the transportation cost is higher, the beneficiary may choose to complement the amount (option valid for Brazil only).
    • 3.10. URGENT MESSAGE TRANSMISSION
      The Lexus Total Assistance, through its Call Center, will assist the beneficiary in the transmission of all urgent messages that may be required.
    • 3.11. DISPATCH OF THE DRIVER
      If the beneficiary remains hospitalized as a result of an accident, physically unable to drive the vehicle back home, or in case of death and there are no persons authorized to drive the vehicle, the Lexus Total Assistance will make available, subject to availability, one professional driver to drive the vehicle, or provide an alternative means of transport under the terms of item 3.6.
    • 3.12. MEDICAL REMOVAL
      In case of accident occurred more than 50 km away from the place of residence of the insured person, resulting in personal injury to driver and/passengers where, after first aid is provided to those injured at a first-aid facility or equivalent health care institution, removal of injured persons to more appropriate hospital is required, Lexus Total Assistance shall provide such removal through the transportation means most appropriate to the circumstances (ambulance, normal line airplane, ICU airplane, etc.). Removal of the insured person and/or their injured companion(s) will be made when such measure is considered necessary in the opinion of:a) physician in charge of emergency care;b) the medical team from Emergency Care;c) eventually, the physician of the insured himself and/or their injured companion(s).
      The transportation means to be offered will also be set by consensus of the doctors mentioned above, that should also determine a hospital which the injured person(s) are to be conveyed to. Lexus Total Assistance will not be responsible for admission of the injured person(s) at the hospital previously contacted.
    • 3.13. EXTENDED STAY
      If after occurrence of an accident or sudden illness, and prior recommendation of affiliated physician responsible for health care, and the client condition does not justify hospitalization or medical removal and, if their return cannot take place on the originally scheduled date, the Call Center undertakes the expenditures to be charged due to hotel staying, and any expenses that are not part of the daily hotel staying, such as phone calls, mini-bar and the like are excluded from the warranty.
    • 3.14. COMPANION ACCOMMODATION AND COMPANION TRANSPORTATION
      As a result of the accident and if the injury or disease of Insured does not allow to continue the journey or return to their homes by the initially planned means, the Call Center will take over the following services to the other vehicle companions Transportation by regular line, of companions, to the normal place of residence of Insured or to the location where they are hospitalized;
      If there is only one person as a companion and the hospitalization place is the same where the accident or the event that generated the Assistance took place, the companion may choose to remain in place to monitor the treatment of the hospitalized Insured, and in this case, the Call Center will bear with costs with accommodation at this location.
    • 3.15. TRANSFER OF BODIES
      50 KM deductible from the insurance. In the event of death of the Insured during the trip as a result of an accident with the vehicle, Lexus Total Assistance will pay and take care of the necessary procedures for the return of body, or bodies, including transportation of the remains to the city of burial in Brazil.
    • 3.16. EARLY RETURN DUE TO DEATH OF RELATIVE OR POST-MEDICAL RELEASE.
      If, during the trip of Insured, their spouse or a first degree relative comes to die, the Call Center will arrange and take over the additional expenses resulting from anticipated customer returns to the place of burial in the local country. The transportation means will be available on site at the discretion of Lexus Total Assistance, whenever the Insured in unable to return through the original means used for the trip or if this does not carry in a timely manner. This service also applies to the customer with medical release who returns to their place of residence.
  • 4. ADDITIONAL SERVICES

    Services available at no cost for model LS460L.

    See general conditions for models IS300 / ES350 / RX350 through the Lexus Customer Service Centre - 0800 5398 727 (0800-LEXUSBR).

    • 4.12. PROFESSIONAL DRIVER FOR TRAVELS
      The Lexus Total Assistance will provide a previously registered professional driver in order to drive the owner's vehicle for a predetermined period of time, exclusively for long-distance travels. The user should request the service with a minimum anticipation of 48 (forty-eight) hours.
      The service will be exclusively available at the following cities:
      São Paulo-SP, Rio de Janeiro-RJ, Belo Horizonte-MG, Curitiba-PR, Porto Alegre-RS, Florianópolis-SC, Salvador-BA, Brasília-DF.
    • 4.13. SCHEDULED VEHICLE REMOVAL
      In order to perform repair or installation of accessories to the vehicle, the user may request the removal service of their owned vehicle from the place of residence to a dealer, and later on the same service for the return path.
      The user should request the service with a minimum anticipation of least 48 (forty-eight) hours.
  • 5. EXCLUSIONS

    The Lexus Total Assistance will be automatically released from the provision of support services under the following assumptions:

    In the event of acts of nature or force majeure such as: strikes, riots, interdiction of transportation means or routes or communication, public disaster (fire, flood, etc.), accidents that result in delay or even prevent the Government to perform its services, acts or determinations, etc.

    Upon the occurrence of breakdowns or accidents resulting from the beneficiary involvement in motor racing, preparatory events, street racing, games, contests, etc.

    In case of lack of proper communication or vehicle misuse, and, if such case is confirmed, after the first visit of the vehicle to the dealer, vehicle care and/ supplementary services will not be provided.

    In case the vehicle is moved by their own means, or is towed/carried by unauthorized third parties, since Lexus Total Assistance is an answering service for emergencies.

    In the event of breakdown and/or accident involving the vehicle, even indirectly, resulting from negligent or intentional acts by the beneficiary.

    In the event of a breakdown or accident due to alcohol abuse (drunkenness and alcoholism), use of drugs or narcotics by the beneficiary. Or from beneficiary's participation in bets, a duel, crimes, fights, except in cases of self-defense.

    Additionally, Lexus Total Assistance will not be responsible for:

    • Reimbursement of repair expenses after the vehicle enters a dealership.
    • Objects left in the vehicle when repaired on site or towed.
    • Reimbursement or indemnification for services should be directly requested by the beneficiary without the intervention or permission of Lexus Total Assistance.
    • Expenses that would be normally supported by the beneficiary, even if held under the conditions foreseen in this leaflet, such as: meals, extra expenses with hotel and daily stay, in cases of previously scheduled stay at the site of breakdown or accident, etc.
    • The Lexus Total Assistance reserves the right to change the terms and conditions of use of the services provided herein whenever required and without notice.