FAQS


List of Topics


Q: What is TOYOTA Sure?

Toyota SURE is Toyota Used Car platform which provides high-quality certified used vehicles at a good price within your budget as well as facilitate the customers to exchange any used vehicle with a brand-new Toyota. Under the support and guidance of business standards by Indus Motor Company. Toyota customers can be confident that they will receive the best quality used cars with OEM (ORIGINAL EQUIPMENT MANUFACTURER) warranty and stringent quality checks.

Q: Who are TOYOTA Experts?

Indus Motor Company took the initiative of training the Toyota SURE dealer staff on Toyota Vehicle Inspection System (TVI) which was designed by Toyota Motor Corporation (TMC), Japan. It is currently operational in Thailand, India, Vietnam and Philippines. Toyota SURE dealer staff is trained on TVI by Indus Motor Company engineers, these people are then examined and only the people who are able to pass the examination are certified as Toyota SURE experts.

Q: Can I get an imported used car from Toyota Sure?

We only provide IMC used vehicles which are made according to the local road conditions.

Q: What does the free checkup include?

Free checkup includes first free service, and basic routine check-up.

Q: Is the warranty covered nationwide?

Yes, the warranty is claimable nationwide at all Toyota Authorized dealerships.

Q: Where is Toyota Sure available?

Toyota Sure is available in 14 cities Nationwide. To find your closest Dealership please use the Dealer Locator  Dealer Locator

Q: Can I get my car certified?

Currently the certification service is not for sale, it is only offered as a service on the vehicles sold through the Toyota SURE network

Q: Can I buy non-Toyota vehicle from Toyota Sure?

Currently Toyota SURE only offers best Toyota Vehicles which are inspected refurbished and certified on Toyota Global Standards.

Q: Can I bring my technician along to inspect the car I am buying?

It is allowed to bring a technician, furthermore, we offer test drives of the stock available, however all the vehicle sold through Toyota SURE network are thoroughly inspected by Toyota Experts based on TVI (Toyota Vehicle Inspection System), are accident-free, and come with a thorough inspection report.

Q: Can I get my car inspected at home?

Yes, you can. Please book an appointment on the website Sell A Car page and select Home when submitting your query.

Q: Are all the cars sold through Toyota Sure certified?

For starters, only the best Toyota Cars will make a good choice. All the cars purchased from Toyota SURE have gone through rigorous inspection and refurbishment, but only the best cars are certified. Non-certified Toyotas are also retailed after inspection and refurbishment.

Q: Can I sell non-Toyota vehicle on Toyota Sure dealership?

Toyota SURE does not purchase non-Toyota variant for sourcing. However, Toyota SURE accepts all kinds of cars for trade-in.

Q: Will you offer the best price for my car?

Yes, Toyota SURE offers the best price to its customers through a transparent pricing mechanism.

Q: What is the 203 check-point inspection?

The 203 check-point inspection covers all areas of the vehicle to ensure that every car we purchase is free from any frame damages and to ascertain the value of the car

Q: What is the warranty period of Toyota Sure cars?

All Toyota Sure certified vehicles come with a warranty of 6 months or 10,000kms whichever comes first. Some vehicles based on the mileage and condition are also provided a 1 Year or 15,000kms warranty whichever comes first.

Q: Is the warranty offered on Certified Car same as the new car?

This is the 6 months/10,000 km limited warranty only provided on engine and transmission. However, with new car, there is a 3 years/100,000 km bumper to bumper warranty, so it is different.

Q: What if the car already has the manufacturer warranty available?

Used car warranty will be applicable after the Manufacturer warranty expires. So, the used car warranty will start after the expiration on Manufacturer warranty.

Q: What is the delivery time of Certified Vehicle?

Certified Vehicle is available at instant delivery; however, it is subjected to the stock conditions and usually on first come first serve basis.

Q: How long will it take to get a new car if I trade-in my old vehicle?

Trade-in customers are offered special privileges such as early delivery; however, this is strictly subjected to the demand and supply conditions.

Q: Can I exchange my old GLI with New Corolla?

Yes. To facilitate customers, Toyota SURE accepts all kind of cars, even non-Toyota for exchange.

Q: How can I exchange my car with brand new Toyota?

To exchange your used vehicle with Toyota, please take an appointment on the Exchange Car page. Select whether you want the inspection done at home or the nearest Toyota Dealership, where the car will be inspected on 203 check points based on Toyota Vehicle Inspection System by Toyota Certified Experts / Sales Consultant according to which its price will be offered and the car can be exchanged with the difference amount paid.

Q: What are the benefits of Toyota SURE?

Toyota SURE offers its customers ultimate peace of mind by providing them with the Used vehicles certified by Toyota Experts on Global Standards within their budget backed by 6 month/10,000 KMs limited warranty on Engine and Transmission. It also offers the exchange of your used car with a brand-new Toyota or a certified used vehicle.

Q: How vehicle certification process is conducted?

Vehicle certification process involved following steps:

STEP 1 – Toyota Vehicle Inspection

STEP 2 – Post Purchase Analysis

STEP 3 – Repair

STEP 4 – Post Repair Review

STEP 5 – Certification

STEP 6 – Warranty

Q: How can I differentiate between genuine and fake parts?

You can easily differentiate between fake and genuine parts through holographic seal. The genuine part will always have a holographic seal

Q: Are you dealing in non-genuine parts?

No, we deal in Toyota genuine parts only.

Q: I have lost my owner’s manual; how can I get another copy of it?

To get another copy of the Owner's manual you need to place an order for it [insert where the manual can be ordered from].

Q: What are Toyota’s warranty terms and conditions for its parts?

You can contact any of our authorized dealership across Pakistan and they will provide you the details in this regard.

Q: How can we get the parts which are not readily available at the dealership?

You need to place an order with any of our authorized dealership across Pakistan. The dealership will arrange the requisite part for you.

Q: How can we get parts if it is not available at dealer and Indus Motor Company?

Any of our authorized dealer can arrange parts by air or by sea through Indus Motor Company with deposit of 100% payment in advance. For further details please contact your nearest Toyota Authorized Dealership.

Q: How much time does it take to arrange parts by air or sea?

By Air it takes normally 20-30 days and by Sea 60-90 days. For further details please contact your nearest Toyota Authorized Dealership.

Q: What is the basic warranty period for Toyota vehicles?    

Effective from 20th April 2019 the warranty period of all CKD and CBU variants is 3 years or 100,000 KM (whichever comes first).

Q: What is the basic warranty period Toyota Vehicles invoiced before April 2019?

The warranty period of vehicles before April 2019 was 2 years or 50,000 KM (whichever comes first).

Q: What is the Battery Warranty time?

The original fitted battery is covered for 12 months (1 year) or 20,000km, whichever comes first.

Q: Is warranty fully transferable?

Warranty coverage is fully transferable to subsequent vehicle owners.

Q: Where I can claim the warranty?

Customer can claim the warranty from any Toyota authorized dealership across Pakistan.

Q: How many services are free at your dealership?

First Free Service (FFS) at 1,000 K.M /45 days whichever comes first. Please note that Parts are not included in FFS.

Q: What will cover in FFS?

Following check-points cover under FFS:

  • Walk Through Inspection (For Exterior Condition & Appearance)
  • Interior Inspection
  • Under Hood Inspection
  • Under Body (On Lift) Inspection
  • Road Test
  • Additional Inspection (Where Applicable)

Q: What is Toyota Extended Warranty?

Toyota Extended warranty is an extension of the vehicle warranty for an additional 12 months/ 24 Months, post expiry of vehicle’s built-in warranty 36 months/ 100,000 KMs (3 Years).

Q: Is this Extended Warranty available for all Toyota Vehicles?

Yes, it is available for all Variants (Corolla, Yaris, Fortuner and Revo)

Q: When can a customer purchase Extended Warranty?

Toyota Extended Warranty can be purchased from any Toyota 3S Authorized dealership from vehicle delivery till 5000 KMs.

Note: Special cases such as customer having all the maintenance records and Vehicle under 3rd Year Built-in Warranty Period are eligible for Extended Warranty

Q: What is covered under Extended Warranty?

Toyota warrants that it will either repair or replace any part that Toyota supplies that is defective in material or workmanship under normal use (except those items listed under ‘What is not covered’. For Basic Limited Extended Warranty only Engine and Transmission Trail Parts are covered rest is not covered.

Q: What is not covered?

Battery, tires, surface rust and paint damages are not covered in Extended Warranty (For further information please provide Extended Warranty Brochure to customer).

Q: How can a customer claim Extended Warranty?

The online system will have the record of the customer and he can claim the parts as per his warranty package anytime during his Extended Warranty Tenure.

Q: How many variants/packages are being offered?

There are 6 packages being designed as per mileage needs of the customers as per following details.

FAQs

Q: What are the details of Premium Extended Warranty?

In Premium Extended Warranty package, we will be giving year extension as well as mileage extension to our customers. This package is for those customers whose yearly mileage is more than 25,000-30,000 KMs and they need mileage extension at the end of their built-in warranty for 3 Years/100,000 (whichever comes first)

Q: What are the details of Comprehensive Extended Warranty?

In Comprehensive Extended Warranty package, we are offering year extension only and best for those whose yearly mileage is not more than 20,000 KMs but cover all parts as of built-in warranty.

Q: What are the details of Basic Limited Extended Warranty?

Basic Limited Extended Warranty is limited extended warranty package which is for Engine and Transmission only. In this package we are offering year extension and best for those who want the coverage for engine related parts with yearly average mileage not more than 20,000 KMs.

Q: What is Warranty Activation Portal?

Warranty Activation Portal is an online web portal through which customers can activate their vehicle’s warranty from anywhere/ anytime.

Q: What information Customer should have to activate the warranty?

Following information required to activate the warranty:

1- Invoice number

2- Chassis number/ Vehicle frame number

3- Valid mobile phone number

Q: What’s the portal address?

You can visit www.warranty.toyota-indus.com

Q: What are the other options to activate vehicle’s warranty?

Warranty can be activated through:

-Online Warranty Activation Portal

-Toyota Mobile App

-Call any Toyota Authorized Dealership in Pakistan

-Visit your nearest Toyota Authorized Dealership

Q: How to activate warranty via activation portal?

Following are the steps to activate warranty via activation portal:

Step 1: log on to ‘warranty.toyota-indus.com’

Step 2: Click ‘Register’

Step 3: Enter your vehicle details i.e. Invoice and chassis number

Step 4: Enter the required details i.e. city, nearest Toyota Dealership, mobile

number, email address etc.

Step 5: You will get verification code on the mobile number provided earlier

Step 6: Enter the code on portal and click ‘submit’

Step 7: You will get a welcome email and SMS having Warranty Activation Number (WAN), Use ID and Password.

Registration complete - Enjoy the offerings of WAP

Q: What is WAN? Is it important?

WAN is the warranty activation number which you will have to provide at the time of FFS or warranty claim.

Q: How to log in warranty activation portal?

Following are the steps to log in warranty activation portal:

Step 1: Log on to ‘warranty.toyota-indus.com’

Step 2: Enter user ID and password provided at the time of registration via SMS and email.

Step 3: Welcome to Warranty Activation Portal Dashboard

Q: How to activate warranty over a phone call?

Following are the steps to activate warranty over a phone call:

Step 1: Call any Toyota Authorized Dealership in Pakistan

Step 2: Ask the representative to connect you with service team

Step 3: Ask the service advisor to activate your warranty (Advisor will ask for

Following information: Invoice number, chassis number, mobile number and Email address)

Step 4: Provide the required information to the advisor to get your warranty Activated

How to activate warranty by visiting dealership?

Following are the steps to activate warranty by visiting dealership:

Step 1: Visit your nearest Toyota Authorized Dealership

Step 2: Visit the service counter and ask the advisor to activate your vehicle’s warranty

Step 3: Advisor will ask for following information: Invoice number, chassis number, mobile number and email address

Step 4: Provide the required information to the advisor to get your warranty activated

Is Warranty Activation completely free?

Yes, warranty Activation is completely free.

Q: What are the main offerings of Warranty Activation Portal?

Following are some of the main offerings:

1- Periodic Maintenance and vehicle care tips

2- Informative videos

3- Warranty terms and conditions

4- First Free Service Coupon

5- Warranty Certificate

6- Feedback form for new vehicle customers

Q: Will I be able to claim warranty or avail FFS without activating my vehicle’s warranty?

Communicator: Dealership staff will assist you in activating your vehicle’s warranty and then will entertain the warranty or FFS claim.

Q: What will help protect me in a vehicle accident?

Seat belts are the primary safety feature in your vehicle to protect occupants during an accident. The seatbelts help to restrain the occupant in case of a collision and serve as the primary restraint system. The Owner’s Manual hence stipulates that all occupants should wear their seatbelts and the Company frequently highlights the importance of such safety features to the public.

In certain types of severe frontal collisions and impact, SRS Airbags also works, together with seat belts to help reduce the risk of serious injury.

Q: Which types of Airbags are installed in the Toyota vehicles manufactured in Pakistan?

Currently all Toyota vehicles manufactured and sold by Indus Motor Company Limited in Pakistan are equipped with Dual Front Supplement Restraint System (“SRS”) Airbags. In addition to that REVO V, REVO G & Fortuner models are equipped with Driver Knee Airbags as well.

Q: Do airbags deploy when the driver or the passenger side individual is not wearing seatbelts?

Yes, Front SRS Airbags (Driver + Passenger) will deploy when the vehicle is subjected to certain types of severe frontal collisions and impacts regardless of whether the driver or passenger have fastened their seat belt or not.

For all deployment conditions please refer to your Owner’s manual.

Q: How many airbag sensors are installed in the vehicle?

There are 3 airbag sensors in a vehicle. Please refer to the owner’s manual provided with vehicles to review the specified components within the SRS Airbag system.

Q: Is there any option to switch off the Airbag? In which product / model this option is available? Why is it so and How does it work?

Yes, there is Manual ON & OFF switch given in Revo V/ G & Fortuner vehicles only for passenger side Front SRS airbag only. This system deactivates the front passenger SRS Airbag. The owner should however only deactivate the SRS Airbag when using a child restraint system such as a Child Seat on the front passenger seat.

Note: Please refer to the owner’s manual provided with vehicles to review the specified circumstances and conditions required for using this option.

Q: Is there any mechanism at dealerships for service of airbags?

There is no need to continually service SRS Airbags. If the vehicle diagnostic system detects any problem, the SRS light will appear after vehicle is started, as detailed in the Owner’s Manual. At that point please stop driving and immediately visit your nearest Toyota Authorized Dealership for assistance.

Q: What are the age criteria to participate in the contest?

The age criteria are divided in 3 categories:

Category 1: Under 8 years old

Category 2: 8-11 years old

Category 3: 12-15 years old

Q: What paper size is recommended for the artwork?

Recommended paper size is A3, however A4 is also acceptable.

Q: What drawing material can be used?

Any drawing materials can be used, such as color pencils, makers, crayons, or paints.

Q: Which artwork is not acceptable?

  • CS (computer graphic) artwork created on a computer or similar device.
  • Collaborative artwork drawn by multiple individuals.
  • Artwork created by a person other than the participant.
  • Piece with incomplete Entry Forms or missing information.
  • Drawings that resemble the previous Toyota Dream Vehicle Contest artworks, famous paintings, and that include trademarked characters.

Q: Where can I submit my application for participation?

You can submit your application at Customer Relations Department of Toyota Authorized Dealership.

Q: Which variants can I book through TSP?

You can book Yaris & Corolla variants through TSP.

Q: Which customer can book vehicle through TSP?

Only individual customers can book a vehicle through TSP.

Q: Which customer type cannot book vehicle through TSP?

Cooperates, Government, Business Individual and NGOs cannot book a vehicle through TSP.

Q: How many vehicles can I book at a time through TSP?

You can book only one vehicle at a time through TSP.

Q: Is registration is mandatory for TSP?

Yes, registration is mandatory from authorized dealership for online booking.

Q: How many payment options are available for online booking?

There are two payment options, online payment and over the counter (Currently offered by HMB)

Q: How can I get the confirmation of my booking?

Online soft copy will be sent and a confirmation call will be received within 3 days of booking.

Q: What is the procedure of color/variant change?

Any color/variant change will only be processed through the dealership (selected for delivery).

Q: What is procedure of booking cancellation?

Customer will have to submit the written request at authorized dealership with a cancellation reason.

Q: How many booking options are offered by IMC?

Currently, IMC is offering two booking methods i.e. via dealership or online booking via Toyota Smart Purchase.

Q: What documents are required to book a Toyota Vehicle?

For Toyota vehicle’s complete booking procedure please Click Here

Q: When Partial Payment is applicable?

If the delivery time of the vehicle exceeds 30 days then Partial Payment is allowed.

Q: Can I book my vehicle directly from IMC?

Yes. Vehicle can be booked through IMC via Toyota Smart Purchase.

Q: What would be the price of vehicle if I go for booking on own?

Charging Own/premium is an illegal and unethical practice which is seriously discouraged by IMC. For booking kindly follow the booking process as listed hereinabove.

Q: What is the cancellation process to cancel the booked order?

You need to surrender the Original Provisional Booking Order Form (Customer Copy OR Green Copy) along with the CNIC copy and a cancellation request mentioning the reason for cancellation. Please note that the cancellation request will only be entertained in accordance with the provisions of the Provisional Booking Order signed by the customer at the time of booking of the vehicle.

Q: I want to cancel my booking, should I have to pay for that?

Yes, as per your PBO Terms & Condition there are administrative charges for cancelling your order, kindly go through it once or contact your dealership in this regard.www.toyota-indus.com

Q: Can the vehicle be booked with expired CNIC?

No, the vehicle booking cannot be processed against expired CNIC.

Q: What is the condition of leasing / financing for booking?

 IMC does not lease or finance vehicles. You are requested to kindly contact your bank or other financial institutions in this regard. 

Q: How can I change the color of my already booked vehicle?

You can submit your color change request at your authorized dealership till the 25th of the month prior to tentative delivery month. No requested will be entertained after the passing of the above date.

Q: How can I get the quotation of the vehicles?

You are requested to please contact your nearest Toyota Authorized Dealership for vehicles quotation or visit our website www.toyota-indus.com.

Q: Is transportation and WHT charges included in vehicle price?

No, the X-factory charges are exclusive of transportation and WHT.

Q: Can I change my delivery month?

Tentative delivery month cannot be changed and your vehicle will be invoiced and dispatched as per schedule.

Q: Can you provide the exact date of vehicle delivery?

The Company only provides tentative delivery month.

Q: Is it necessary that the demand draft deposited against Partial/ Balance Payment should have the same name as the one on which the booking has been made?

Yes, the demand draft/pay order should have the same name as the one mentioned on the PBO. Please note that IMC will not accept any pay orders which do not have the same name as the one mention on the PBO.

Q: What is the procedure to pay the balance amount for my vehicle booked on Partial payment and what are the deadlines for payment of the balance amount?

You have to clear the Balance amount two weeks before the tentative delivery month given as mentioned on your Provisional Booking Order Form (PBO).

Q: What is the mark-up policy?

If your vehicle is invoiced/delivered 60 days after issuance of Provisional Booking Order the company provides mark-up as per government policy on partial payment only.

Q:  In which condition does the company refund amount to the customer?

Company refunds the amount in case of excess amount paid by the customer or in case of order termination as per the terms and conditions of the Provisional Booking Order signed by the customer at the time of booking his vehicle.

Q: What is catalytic converter?

Catalytic Converter is a device which chemically converts harmful exhaust gases, produced by the internal combustion engine, into harmless carbon dioxide and water vapor.

Q: I want to know about the Euro II Compliance?

It is an international emission standard for vehicles in which CO (Carbon Monoxide) is reduced.

Q: I want to know does a catalytic converter enhance car performance?

No, it only contributes in reducing emissions and contributing to a cleaner and healthier environment. It does not improve car efficiency

Q: I want to know where the catalytic converter is situated in the car?

It is situated in the exhaust system.

Q: I want to when will the catalytic converter be introduced in 1.3L Corolla?

It was introduced from 1st July 2012.

Q: What is Air Ionizer?

Air Ionizer is a Toyota genuine product which fights against odor, pollen and virus.

Q: What are the charges of Air Ionizer?

Retail Selling Price: PKR 14,999 (incl. Sales Tax, Labor & Other Charges).

Q: Is the charges same for all variants i.e. Toyota Yaris, Toyota Corolla, Toyota REVO & Toyota Fortuner?

The price is same for all the variants.

Q: Would the installation nullify the vehicle warranty?

Since the option is offered by Indus Motor Company so it doesn’t impact on vehicle warranty.

Q: Can I get the Air Ionizer in any CKD variant?

Yes, Air Ionizer can be installed to any variant produced by IMC.

Q: Can I get Air Ionizer installed in grey/CBU variants?

Yes, Air Ionizer can be installed in grey/CBU variants.

Q: How can I download the Toyota Connect Application?

“Toyota Connect Pakistan” app can be downloaded from Google Play Store or Apple App Store.

Q: My Phone doesn’t support the application. An Error Code is displayed.

Communicator: Application is only compatible with operating system Android version 4.1 and above/IOS 10 and above.

Q: I only have access to EDGR/2G data service. Will I able to use the app?

No. The application will only be function when 3G/4G network is available.

Q: When does my subscription expire and how can I renew it?

The application with 4GB monthly package is free for six months for customers who have purchased 1.8 from August 2018 onwards. The subscription can be renewed online through Toyota Connect App or by calling 0317-2666328 (Connect Helpline)

Q: What is the “Alerts notification” option at the bottom of the application?

Alerts notification notifies you with the status of the car that included lenition on/off, Harsh Brake, Over speeding, Engine Idle, SOS, Service Due, Low Fuel & Door Open Warning.

Q: How can I unsubscribe from Toyota Connect Pakistan?

You can add upto 10 cars on your mobile app.

Q: How many users can view one car simultaneously?

Up to 5 users can log onto the same account using the same user name and password.

Q: I am unable to locate my car. What should I do?

Please check the internet connectivity in (i) the car (ii) your mobile phone.

Q: Can I avail the feature of this app with any other car?

Toyota connect application can be subscribed by all Toyota Altis 1.8 & Grande 2017 onward customers/

Customer of Altis 1.6, GLI, XLI will need to replace the infotainment system with that of 1.8 Altis.

Q: How can I increase my sim’s data limit?

You will initially receive a data sim with a 4GB monthly package. You may upgrade your data package through Toyota connect Website or by calling our customer service helpline at 0317- Connect (2666328).

Q: Do we need to buy a tracker for this policy?

No, Toyota Protection Plan is an insurance plan without tracker.

Q: What information does a customer need to share to check in TPP?

Once you have received the insurance policy, you will have to check the following details:

- Name

- Address

- Contact Number

- CNIC Number

- Vehicle makes

- Model

- CC

- Vehicle type and few other details

Q: How much time is required to deliver the complete insurance policy to the mailing address of a customer?

It will take 7 working days for a customer to receive their insurance policy documents.

Q: What is the procedure to amend a customer record in their Insurance Policy?

If a customer wants to amend/rectify their records in the insurance policy, they will then have to request it by emailing at [email protected] or letter to Habib Insurance Ltd.

Q: What is deductible/excess?

When you are claiming the insurance, it is an amount which is borne by the customer. It is applicable on certain makes and models of vehicles. You can read more about it from the policy jacket.

If you want to know more details, please contact 021-111-03-03-03

Q: Is the insurance coverage applicable in abroad countries?

No, the insurance coverage of Toyota Protection Plan is only applicable within Pakistan.

Q: What is the procedure to cancel the Insurance Policy?

We appreciate you getting in touch with us.

You can cancel the policy at any time but subject to on pro rata basis and no claim availed during the coverage period. Kindly note that once policy is issued the government levies and taxes are not refundable.

Also, can you please tell the reason for cancelling your insurance policy?

Q: What if a customer buys a new car?

After receiving the request from a customer, we will remove the covered vehicle from the insurance policy and replace it with new vehicle details but with subject to no claim availed till the request of new vehicle. In case of claim in previous vehicle then full premium will be charged.

For further details feel free to contact us at: 021-111-03-03-03 or email at [email protected]

Q: Are there any exceptions to this insurance policy?

Thank you for getting in touch with us.

All exceptions are mentioned in our Insurance policy jackets, however, if you still want to know more about it then please contact 021-111-03-03-03 r email at [email protected].

Q: Can anyone speak to Habib insurance on customers' behalf?

Thank you for asking us this question.

It is advisable that the customer deals directly with Habib Insurance. However, he can nominate another person to contact us on customer’s behalf, but customer will first have to provide permission and details of the nominated person(s).

Then for security purpose, Habib Insurance will save the details in his/her profile.

Q: What if I lose my insurance policy? What should I do then?

There is no need to worry. We can courier you another copy of your insurance policy, but you will have to request us through an email at [email protected] or a letter first.

Q: How can I lodge an insurance claim?

You can now contact us through the following mediums for the insurance claim:

Email: [email protected] or [email protected]

Landline Number: (021) 111-03-03-03

Q: What are the documents that are required at the time of the claim?

We advise you to carry the following documents as they are mandatory for the insurance claim:

- Copy of Valid Driving License

- Copy of Valid CNIC

- Copy of Registration Book

- Copy of Insurance Policy

- FIR \ Police Report (in case of Theft\Total or theft of Car Accessories)

- Customer’s statement about the Loss

Q: What is the policy rate for Toyota Protection Plan?

Regarding the value of the vehicle to be insured and the premium payable, please contact your Toyota Authorized Dealership or visit www.toyota-indus.com/protection-plan

Q: How can I apply for the duplicate documents of my vehicle?

 You need to forward request from your authorized dealer or any Toyota Authorized Dealer to IMC by fulfilling document requirements.

Q: What are the requirements for duplicate document if applicant is Individual?

If applicant is individual, following documents will be required:

  1. Dealer Letter (Authorized/ Processing dealer will provide)
  2. If customer is applying from any other authorized dealer instead through which vehicle has been invoiced, in such cases invoiced dealer NOC required in favor of processing dealer.
  3. Application form filled-in & signed by the applicant along with thumb impression
  4. Photocopy (legible) of applicant’s valid CNIC.
  5. Photocopy (legible) of Sales Invoice & Sales Certificate (Dealer can provide too)
  6. Photocopy (legible) of vehicle registration papers or smart card.
    • If photocopy of Registration book is not available, applicant has to mention it on FIR, Affidavit & Both Newspapers that it has also been lost/stolen/destroyed/theft.
    • If as per registration book previous owner is the registered owner then Original Transfer & Sales deed between applicant & previous owner required.
  7. “Ownership Certificate” from Motor Registering Authority where the vehicle is registered
    • If vehicle is Un-Registered, letter from excise will be required and it has to be mention on FIR, Affidavit & Both Newspapers.
  8. Police report (FIR)
  9. Clearance NOC from FIA/ ACLC/ AVLS/ Rescue 15
  10. Newspaper advertisement (only the full page where it appears) in English & Urdu dailies reporting the lost/stolen/destroyed/theft etc. 

(Note: Applicant should not mention their contact details)   

  1. Affidavit on stamp paper (Rs.100) from the applicant attested by an Oath Commissioner only.
  2. In case the vehicle is or was financed/ leased through a bank or any financial/leasing institution, documentary evidence in shape of a Certificate/ Transfer Letter/NOC along with Computerized MRA Ledger with clearance of HPA required.

Q: What are the requirements for duplicate document if applicant is an Organization/ Bank/ Leasing Company?

  1. Dealer Letter (Authorized/ Processing dealer will provide)
  2. If customer is applying from any other authorized dealer instead through which vehicle has been invoiced, in such cases invoiced dealer NOC required in favor of processing dealer.
  3. Application form filled-in & signed by the applicant along with thumb impression & company’s stamp.
  4. A covering letter required along with an authority letter in favor of authorized person of the organization to fulfill requirements on behalf of company signed by owner of company.
  5. Photocopy (legible) of applicant’s valid CNIC & visiting card/ employee card of authorized person required along with owner’s visiting card.
  6. Photocopy (legible) of Sales Invoice & Sales Certificate. (Dealer can provide too)
  7. Photocopy (legible) of vehicle registration papers or smart card.
    1. If photocopy of Registration book is not available, applicant has to mention it on FIR, Affidavit & Both Newspapers that it has also been lost/stolen/destroyed/theft.
    2. If as per registration book previous owner is the registered owner then Original Transfer & Sales deed between applicant & previous owner required.
  1. “Ownership Certificate” from Motor Registering Authority where the vehicle is registered
    1. If vehicle is Un-Registered, letter from excise will be required and it has to be mention on FIR, Affidavit & Both Newspapers.
  1. Police report (FIR)
  2. Clearance NOC from FIA/ ACLC/ AVLS/ Rescue 15
  1. Newspaper advertisement (only the full page where it appears) in English & Urdu dailies reporting the lost/stolen/destroyed/theft etc. 

(Note: Applicant should not mention their contact details)   

  1. Affidavit on stamp paper (Rs.100) from the applicant attested by an Oath Commissioner only.
  2. In case the vehicle is or was financed/ leased through a bank or any financial/leasing institution, documentary evidence in shape of a Certificate/ Transfer Letter/NOC along with Computerized MRA Ledger with clearance of HPA required.

 

Q: If engine has been replaced, what additional requirements to be fulfilled for duplicate document?

If vehicle engine has been changed, in such cases new & old engine number has to be mentioned over every document along with written undertaking regarding change of Engine with reason from applicant.

Q: If applicant is applying on behalf of his/her deceased family member, what additional requirements to be fulfilled for duplicate document?

If applicant is applying on behalf of his/her deceased family member in such cases dealership will forward request to seek approval from Customer Relations Department of Indus Motor Company Ltd along with detailed info and supporting legal documents before processing case.

Q: If applicant has any of the Sales Document i.e. Sales Invoice or Sales Certificate in original can he/she apply for another duplicate document?

In case if applicant has any of the Sales document i.e. Sales invoice or Sales Certificate in original available at his/her end and applying for the other document they have to surrender that document to company in order to get complete Set of Duplicate Sales Document.

Q: What models are involved in following SSC?

Following variants of the vehicles (range mentioned) have been affected in Pakistan

Market, by this Campaign:

  1. Toyota Corolla: 71647 Vehicles (Jan 2018 - Jun 2019)
  2. Toyota IMV (Fortuner Petrol): 1311 Vehicles (Oct 2017 - Feb 2019)
  3. Toyota Prado (Imported): 19 Vehicles (Oct 2013 - Feb 2015)
  4. Toyota LNCR200/LX: 17 Vehicles (Dec 2013 - Jan 2015)

 

Q: What is the condition? (Description of problem)

The subject vehicles are equipped with a fuel pump which may stop operating. If this were to occur, warning lights and messages may be displayed on the instrument panel, and the engine may run rough. This can result in a vehicle stall, and the vehicle may be unable to be restarted. If loss of motive power occurs while driving at higher speeds, this could increase the risk of a crash.

Q: Are there any symptoms/warnings before the condition appears in a vehicle?

Drivers may experience rough engine running, warning lights or message on the instrument panel, engine no start.

Q: What does the remedy involve?

The Fuel Pumps of the affected vehicles needs to be replaced with a new Campaign part.

Q: How long will the remedy take?

Maximum 45 minutes for the fuel pump replacement.

Q: Can the same problem occur in other countries/regions or models?

There are some other vehicle models which are equipped with the same low-pressure fuel pump or same vehicle models as those involved in this recall in other regions/countries. If any grey import vehicle is reported, please contact Field PIC.

Q: What is the condition? (Description of problem)

In the brake booster of the subject vehicles, due to improper molding condition of the resin piston, the strength of piston could degrade. If this were to occur, the piston may break by operating the brake pedal repeatedly, and in the worst case, loss of braking assist while driving could increase the vehicle stopping distance.

Q: What is the function of the Brake Booster?

A part that increases braking force as the depression force of brake pedal.

Q: Are there any warnings that this condition has occurred?

Air leak sound occurs around the brake pedal.

Q: Which and how many vehicles are involved?

FAQs

Q: What is Toyota going to do?

Owners of the involved vehicles will receive a campaign notification by first class mail. Toyota dealers will inspect and replace the Brake Booster if necessary. The remedy will be performed at NO CHARGE to vehicle owners.

Q: How long will the repair take?

To inspect and replace the Brake Booster if necessary will take approximately 0.1 to 4.2 hours. It depends on the vehicles and the remedy. However, it may be necessary for the owner to make the vehicle available for a longer period of time depending upon the dealer’s schedule.

Q: Does this condition affect other Toyota/Lexus models?

No. Only models mentioned in the VIN range are involved.

Q: Will this condition occur in my vehicle

Please contact any Toyota dealer to verify if your vehicle is in the affected range.

Q: When can I come to the dealership for inspection of the concerned part?

If there are no abnormal driving symptoms in your vehicle, then currently there is no need for inspection. Not all vehicles falling in the range indicated in the advertisement will experience failure. Regardless, Toyota dealerships will proactively be calling all the concerned customers for inspection once the improved campaign parts are available.

Q: When will the improved parts be available?

The Brake Booster Kit is an imported part and has already been ordered. The parts are expected to arrive by the mid of February 2021. Once the parts are made available, all the customers will be

called proactively for inspection and replacement.

Q: My vehicle lies in the production period indicated in the Advertisement and I am facing the same symptoms in my vehicle indicated in the Advertisement. What should I do?

If loss of braking assist or any other abnormality related to the brake system is being experienced.

It is highly recommended that the customer visits the nearest Toyota Dealership for inspection of his vehicle.