Roadside Assistance: Why Indian Highways Need A Stronger Safety Net

India's road network is expanding at a pace that is changing the way people travel. Better highways, improving inter-city connectivity and a steady rise in personal mobility have made long drives more common for families, professionals and business travellers.

The National Highway network now stands at about 146,560 km, while operational access-controlled high-speed corridors and expressways have expanded to 3,052 km. With this increase in road travel, roadside assistance, or RSA, has moved from being a small add-on in motor insurance to a practical service that can matter deeply when a vehicle stops without warning.

Many vehicle owners still look at RSA as an optional cost, especially at the time of policy purchase or renewal. The value of the cover is often understood only when a breakdown takes place on a highway, in heavy traffic, during bad weather or late in the evening. A dead battery, a flat tyre, an empty fuel tank or engine trouble may appear minor, but on a busy road these incidents can quickly become stressful and unsafe.

What RSA usually covers

RSA benefits differ across insurers and plans, but most car assistance programmes are built around the situations that motorists are most likely to face on the road. These may include:

• Towing assistance to the nearest authorised or network garage
• Battery jump-start support
• Flat tyre assistance
• Emergency fuel delivery
• Minor on-road repairs where the issue can be safely handled at the spot

It is important to remember that RSA is not limited to accident-related situations. It is equally relevant for electrical and mechanical issues. If a battery fails, the customer can seek help instead of depending on passing vehicles or an unknown local mechanic. If a tyre puncture or engine issue makes the vehicle unsafe to drive, the assistance provider can help arrange support and, where required, towing.

Why it matters on Indian roads

Consider a family travelling from Mumbai to Ahmedabad when the car breaks down midway, or a business traveller stranded on an expressway after a tyre burst. In such moments, what the customer needs first is not paperwork but a dependable response. A good RSA service helps verify the location, identify the nature of the problem, dispatch the right support and guide the customer on the next steps.

This also has a direct bearing on road safety. Highways and expressways leave little room for trial-and-error repairs, especially when traffic is moving fast or visibility is poor. Trying to fix a vehicle without the right tools, lighting or safety precautions can put the driver, passengers and other road users at risk. Trained assistance personnel are better equipped to manage such situations in a controlled manner.

Some insurers have also introduced women-focused RSA features such as priority response, escort support, safety assistance and emergency help. These services recognise a very real concern: when a customer is stranded alone or at an odd hour, the requirement is not only mechanical support but also reassurance that help is being coordinated properly.

How customers should use RSA

The first step is simple but often overlooked. Customers should save their insurer's toll-free number on their phone and keep policy details easily accessible. In an emergency, time is lost when a person has to search for the helpline, policy number or vehicle details.

It is equally important to read the policy wording and understand what is covered. Some plans may include cab expenses, hotel accommodation or extended towing support if repairs take longer than expected. Others may have limits on distance, number of service requests, garage choice or specific benefits. Customers should check these details before assuming that every service is automatically available.

Why the monsoon and EVs make RSA more relevant

The need for reliable assistance becomes sharper during the monsoon. Waterlogging, poor visibility, slippery roads, battery drain, punctures and sudden engine trouble are common during heavy rain. In these conditions, a breakdown is not merely inconvenient. It can leave the vehicle exposed in unsafe surroundings and make it difficult for the driver to find immediate help.
The rise of electric vehicles adds another dimension. EV owners may face charging-related issues, battery concerns, software alerts or range anxiety, especially on unfamiliar routes.

NITI Aayog's 2025 report on electric vehicles notes that EV sales in India rose from 50,000 in 2016 to 2.08 million in 2024, with EV penetration at 7.66% in 2024. As vehicle technology evolves, RSA networks will also need to evolve with trained partners, clear escalation systems and support models suited to both conventional and electric vehicles.

For insurers, RSA is also an important service moment. Motor insurance is often judged when a customer needs help, and a breakdown may be the first real test of that relationship. A clear, responsive assistance experience can reduce panic, improve safety and make insurance feel more relevant in everyday life.

As Indian road travel becomes longer, faster and more frequent, RSA deserves greater attention from customers and insurers alike. It is not only about repairing a vehicle. It is about helping people move out of a difficult situation with clarity, safety and timely support.

Jayesh Khatri is the  President & Head of the Retail Distribution & Marketing at Liberty General Insurance. Views expressed are the author's personal.