ROADSIDE RESCUERSM

Frequently Asked Questions (FAQs)

  1. What happens when the towing cost exceeds the towing limit coverage of the policy?
    If an insured uses the Roadside Rescuer service, towing limits are not an issue. Our contract calls for the total cost of towing the vehicle to the nearest point of service to be covered regardless of the towing limit on the policy. Likewise, any service provided at the site of breakdown that allows the insured’s travel to continue, such as a tire change or lock-out service, is fully covered regardless of the towing limit on the policy. Roadside Rescuer is a “sign and drive” service.
  2. What if insureds do not use the Roadside Rescuer toll-free number and call for service on their own?
    If insureds elect to call their own service and do NOT go through the Roadside Rescuer operator, they revert back to their standard towing and labor coverage. They get up to $25 (no longer available but a grandfathered coverage), $50, or $100 of reimbursement depending upon what level of coverage they have purchased.
  3. What if service is requested by insureds who do not carry towing coverage on their policy?
    If policyholders do not have towing coverage they will be provided the service, but at their own expense. They would need to provide a Visa or MasterCard for payment; otherwise, the Roadside Rescuer operator will give them the name of the closest towing service to contact.
  4. What vehicles are covered by Roadside Rescuer service?
    Scheduled autos or trailers/camper trailers that carry towing and labor costs coverage are eligible for Roadside Rescuer service. Unscheduled trailers/camper trailers without towing coverage will receive Roadside Rescuer service when being towed by a scheduled auto with towing and labor costs coverage.
  5. Are recreational vehicles or motor homes eligible vehicles for Roadside Rescuer?
    Recreational vehicles cannot carry towing and labor coverage and therefore, are not eligible vehicles for Roadside Rescuer. Even though towing and labor coverage is available for motor homes, they are not eligible for Roadside Rescuer’s sign and drive coverage and are subject to the policy limit.
  6. What towing service covers my area?
    The Roadside Rescuer service provides a national network to service the policyholder’s needs. The participating towing service located closest to the site of disablement is dispatched to promptly service those needs.
  7. If an insured experiences a breakdown out-of-town, can the insured designate to what city the car should be towed or does it go to the nearest town?
    It goes to the nearest reputable service facility.
  8. Where is Roadside Rescuer service available?
    Roadside Rescuer is serviced by a national organization that has been in operation for over 18 years and has won J.D. Powers’ top service ranking three of the last four years. Roadside Rescuer is available in all 50 states and its database of service providers currently numbers over 30,000.
  9. What are the costs if an insured runs out of gas?
    Roadside Rescuer will deliver gas to the site of disablement at no charge; however, the insured will be responsible for the cost of the gas itself.
  10. How quickly does Roadside Rescuer respond?
    A recent survey showed that 55% of the callers received help in less than 30 minutes and 28% more received help in 30-45 minutes. The average overall time was 32.7 minutes from call to response. Of course, the day of the week, the time of day, weather conditions, and location are all key factors in how long it will take to be rescued.
  11. Have customers been satisfied with Roadside Rescuer service?
    In recent customer satisfaction surveys, the overall customer satisfaction score was a 9.51 on a 10-point scale with 10 being the highest possible score. The Roadside Rescuer Call Center received high marks for answering the phone quickly and in a courteous manner, as well as for professionalism, knowledge, expertise, and for having appropriate empathy for the situation of the insured. The service providers (towing contractors) were measured and scored well on the appearance of the service vehicle, appearance and professionalism of the driver, and courtesy and competence of service.
 
     
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