Call Us: 07 3802-5552

Frequently Asked Questions

CLICK A QUESTION

THE COMPANY

Who is igo2?

WARRANTY COMPANY

Who is AWN?

PURCHASING

Why do I need a Warranty?
Do all motor vehicles qualify for a Warranty?

CLAIMS

How do I make a Motor Vehicle Warranty claim?
Do I have to pay the Approved Repairer and wait for reimbursement?
Can I claim more than once on my Warranty?
What do I do if I have a claims dispute?

SERVICING

Where can I service my Motor Vehicle?
Why do I have to mail in copies of my service invoices?
How often do I have to service my Motor Vehicle?
What do I do when I’ve used all the service coupons supplied with my Warranty document?

TRANSFER

I am selling my Motor Vehicle; can I transfer the Warranty to the new Motor Vehicles owner?

CANCELLATION AND COOLING OFF PERIOD

Can I cancel my Warranty?

24 HOUR ROADSIDE ASSISTANCE

How do I make a Roadside Assistance claim?
Vehicles excluded?




General

THE COMPANY

Who is igo2? Return to top
igo2 is an agent for Australian Warranty Network, Australia Wide Assist and Autogard/ Alpha Marketing.

igo2 Pty Ltd - For all your motoring needs! ™ | ABN 78 075 483 206 | 3801 - 3801 Pacific Highway, Tanah Merah, QLD 4128 | Any financial product advice given to you by igo2 Pty Ltd is general advice only, limited to extended Warranty products, and does not take into account your personal financial circumstances. igo2 Pty Ltd offers these extended Warranty products as an Authorised Representative of AWN Pty Ltd, ABN 78 075 483 206, holder of AFS Licence No. 246469. igo2 advises that coverage of all products referred on this website are only available to Motor Vehicles within the States and Territories of Australia. igo2 Pty Ltd offers these extended Warranty products as an Authorised Representative of AWN Pty Ltd, ABN 78 075 483 206, holder of AFS Licence No. 246469. igo2 advises that coverage of all products referred on this website are only available to Motor Vehicles within the States and Territories of Australia.


Motor Vehicle Warranty

THE COMPANY

Who is AWN? Return to top
Australian Warranty Network Pty Ltd ABN 78 075 483 206 (AWN) is Australia's largest independent extended Motor Vehicle Warranty company, and the holder of an Australian Financial Services (AFS) Licence No. 246469. We have been in operation in all States and Territories around Australia for almost two decades.


PURCHASING

Why do I need a Warranty? Return to top
There are many reasons to purchase an AWN Warranty. Your Motor Vehicle is one of your biggest investments that have literally thousands of moving parts combined with the latest in computer technology. The risk of mechanical breakdown is completely random, no matter the age, model or kilometres travelled. With an AWN Warranty, you can be assured of returning your Motor Vehicle to the best mechanical condition possible. With the complexity of today's Motor Vehicles, one medium-size repair can cost more than the purchase price of the Warranty.

Do all Motor Vehicles qualify for a Warranty? Return to top
AWN has qualifying criteria for different coverage’s but can offer coverage to all Motor Vehicles valued over $3000. Please refer to the coverage section of this website, which will give you more comprehensive information available to suit your Motor Vehicle.


CLAIMS

How do I make a Motor Vehicle Warranty claim? Return to top
Read the Warranty carefully to ensure your claim is covered by the Warranty.
Telephone or write to:

Australian Warranty Network Pty Ltd
P.O. Box 4301, Phone: (07) 3802 5577
Loganholme, Qld 4129 Fax: (07) 3806 1505
Email: claims@australianwarranty.com.au
Office Hours: Monday to Friday 8:15 a.m. to 5:15 p.m. (AEST)

Quote the Warranty number, registration number and current odometer reading. Explain fully the nature of the problem remembering that you are required to disclose to AWN all information which is relevant in assisting AWN to consider your claim. If you fail to disclose such information your rights to claim may be seriously affected.

Upon receipt of the above information AWN will process and consider your claim.

Repairs will not be paid by AWN unless an authorisation number is issued by AWN to the repairer prior to the commencement of the repairs.

In some cases you will be given the opportunity to contribute something towards the cost of the repairs, i.e. any repairs that restore the Motor Vehicle to a better condition than the condition prior to the failure.

Failure by you to pay for any work not included in this claim shall render this Warranty void.

In the event of a mobile mechanic being called by AWN, you agree that any work carried out by that or any mechanic that is not part of the cover or if the call is of a service nature then this cost shall be your responsibility.

If you have a problem with your Motor Vehicle that is not claim related, just call AWN’s claims department and AWN can still assist you through our network of Approved Repairers Australia-Wide.

Do I have to pay the Approved Repairer and wait for reimbursement? Return to top
No; not at all. All claims are settled directly with our Approved Repairer. As long as there has been an AWN authority number given to the Approved Repairer, the bill will be directed to AWN.

Can I claim more than once on my Warranty? Return to top
The ranges of Warranty products offered on the igo2 website have generous claim limits and allow for multiple claims within the Warranty period.

What do I do if I have a claims dispute? Return to top
If a complaint arises during the course of your dealings with AWN, please contact AWN’s Claims Manager to discuss the matter.

Should the complaint remain unresolved, you may request AWN’s Internal Dispute Resolution Committee (IDRC) to review the dispute at no cost to you. This review will normally be completed within 15 business days. AWN, PO Box 4301, Loganholme, Qld, 4129, Phone (07) 3802 5577.

If you are still not satisfied with the outcome of the IDRC review of your complaint, you are entitled to take your complaint to the Financial Ombudsman Service (FOS), AWN’s External Resolution Scheme. The FOS details will be supplied with the IDRC written response to your complaint review.


SERVICING

Where can I service my Motor Vehicle? Return to top
You can service your Motor Vehicle at any licensed "A" grade mechanical workshop of your choice, or find a workshop with our Approved Repairer signage in your local area.

Why do I have to mail in copies of my service invoices? Return to top
If the unfortunate happens (i.e. A breakdown), our aim is to get you back on the road ASAP. In order to do so, your service history must be up to date. By not sending in your service receipts/coupons, it may delay processing of your claim.

How often do I have to service my Motor Vehicle? Return to top
To maintain a regular service schedule in accordance with manufacturers specifications with a qualified motor mechanic at intervals not to exceed 10,000 (ten thousand) kilometres or 6 (six) months, whichever occurs first. An allowance of no more than 2,000 (two thousand) kilometres or 30 (thirty) days beyond the stated intervals will be accepted. In addition any Motor Vehicle over the age of 10 (ten) years or in excess of 200,000 (two hundred thousand) kilometres must also have a motor mechanics safety check and oil change at intervals not exceeding 3 (three) months or 5,000 (five thousand) kilometres, whichever occurs first. An allowance of no more than 1,000 (one thousand) kilometres or 30 (thirty) days beyond the stated intervals will be accepted.

To post the relevant service coupon attached to the Warranty and the mechanic’s tax invoice (or copy) to AWN, P.O. Box 4301, LOGANHOLME, QLD, 4129, within seven (7) days of the service being completed.

What do I do when I’ve used all the service coupons supplied with my Warranty document? Return to top
Simply contact our Head Office and we will mail you additional service coupons:

Postal Address:
P.O. Box 4301, Loganholme, QLD 4129
Phone: (07) 3802 5577
Facsimile: (07) 3801 1539


TRANSFER

I am selling my Motor Vehicle; can I transfer the Warranty to the new Motor Vehicles owner? Return to top
Yes, just follow the following as stated in your Warranty document.

• This Warranty cannot be transferred to another Motor Vehicle.
• If you are not in breach of the terms of this Warranty you may transfer the benefits of this Warranty to a new owner of the Motor Vehicle.
• As a prerequisite to transferring the Warranty we require the following:
i) Proof of a current Safety Inspection Report and ownership; and
ii) A mechanical inspection acceptable to us; and
iii) You must provide the above and request to transfer the Warranty in writing to AWN within 7 days of the change of ownership of the Motor Vehicle; and
iv) A transfer and administration fee of $75.00 payable by the new owner.


CANCELLATION & 15 DAY COOLING-OFF PERIOD

Can I cancel my Warranty? Return to top
If you cancel this Warranty within 15 (fifteen) days of the Purchase Date, then you will be refunded the purchase amount or deposit that has been paid less a $110.00 administration fee. (Cooling-Off Period) To cancel this Warranty, You must notify AWN in writing (or via email) within the Cooling-Off Period.

After the Cooling-Off Period, this Warranty cannot be cancelled by the Warranty holder, and no refunds shall be considered.


Roadside

24 Hour Roadside Assistance

The Roadside Assistance services offered by igo2 are through Australia Wide Assist ABN 93 061 656 184.

How do I make a Roadside Assistance claim? Return to top
Phone Australia Wide Assist on Toll Free 1800 651 111 24 hours/ 7 days a week.

Vehicles Excluded? Return to top
• Vehicles used for hire or reward including rental and loan cars.
• Vehicles that require specialist or heavy equipment for removal, extraction from multi-storey or underground car parks, are bogged or are not within easy reach of a public road.
• Vehicles located off public roads (other than private residence).
• Vehicles which have been involved in an accident/collision or have sustained damage due to impact, slashed tyres, malicious or criminal damage and/or flood damage. These should be referred to relevant emergency services, police or insurance company.
• Heavy vehicles, trucks and equipment over 3.5 Tonnes gross weight.
• Vehicles operated by non Australian residents.


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igo2 Pty Ltd
ABN 17 142 579 799
3801-3803 Pacific Highway,
Tanah Merah, QLD 4128
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igo2 Pty Ltd - For all your motoring needs! ™ | ABN 17 142 579 799 | 3801 - 3801 Pacific Highway, Tanah Merah, QLD 4128 | igo2 offers these extended warranty products as an Authorised Representative of Australian Warranty Network Pty Ltd (AWN), ABN 78 075 483 206, holder of AFS Licence No. 246469. igo2 offers no advice on extended warranty products, and does not take into account your personal financial circumstances. igo2 advises that coverage of all products referred on this website are only available to Motor Vehicles within the States and Territories of Australia.