Membership Terms

24 Hour Roadside Assistance

Terms for Encore Protection’s Agreement & Membership Program.

Emergency Roadside Assistance is available 24 hours a day, every day of the year in the United States and Canada. You will only have to pay for any non-covered expenses or covered costs in excess of your per occurrence maximum. Service must be a covered benefit under the terms and conditions of this agreement and is available only for the Covered Vehicle registered with Encore Protection.

24-Hour Roadside Assistance

Just call the toll-free 24 hour dispatch phone number and a service vehicle will be dispatched to your disablement location to assist you.

Details

1. The 24-hour roadside assistance services are available to you at no cost per occurrence for covered emergencies as defined in this document. You are responsible for any non-covered expenses.

2. The 24-hour roadside assistance service activates three (3) days after date of purchase and will continue for the period of time you have selected and paid for, unless cancelled.

3. In the event that 24-hour roadside assistance service is not obtainable through Encore Protection, you will receive an authorization number from our dispatch center to obtain service from another service provider. Upon your written request, including the authorization number and validated receipt(s), you will receive a refund (if any) of payments made for services received independently according to the coverage limits outlined in these terms and conditions. You must first contact Encore Protection for authorization to obtain services independently of the program. THIS IS NOT A ROADSIDE ASSISTANCE REIMBURSEMENT PROGRAM.

4. You have the right to file a compliment or complaint by submitting a written letter to Encore Protection’s Customer Care Department, P.O. Box 451116, Atlanta, Georgia 31145-1116, or by contacting a representative.

All of the services provided are described herein and are applicable throughout the United States and Canada. However, we do wish to inform you that this is a motor club membership, it does not replace your vehicle insurance coverage.


Instructions

Just call the toll-free number, and a service vehicle will be dispatched to your assistance. Important: Please be with your vehicle when the service provider arrives, unless it is unsafe to remain with the vehicle, as they cannot service an unattended vehicle. Service provided must be a covered benefit under the terms and conditions described in this agreement. Emergency Breakdown Service is NOT available to members who do not have their membership card on them when requesting service. Note: 24-Hour Emergency Roadside Assistance Service is designed to assist members whose Covered Vehicles are disabled as a result of unavoidable circumstances. It is not intended to be a substitute for vehicle maintenance or repair. Covered services may not be requested from a residence, dealer or repair facility. Excessive claims for services may result in non-renewal or cancellation of the membership.

How To Prepare

To Receive the Fastest Service Possible, please have the following information ready to give the Roadside Assistance Coordinator:

1. Your name and membership number

2. Phone number you are calling from

3. Covered Vehicle description and last 8 characters of the VIN number

4. Exact location of the Covered Vehicle if known (street address, mile markers, etc.)

5. Nature of disablement (flat tire, won’t start, etc.)

Covered

The following are covered emergencies.

Each emergency is subject to the one hundred dollar ($100.00) per occurrence limit. There will be a limit of one (1) covered occurrence per vehicle during any continuous seven (7) day period.


Towing Assistance (25 Miles of towing to the Nearest Repair Facility)

When towing is necessary, the Covered Vehicle will be towed to the nearest repair facility up to twenty-five (25) miles from the disablement site. You will be responsible for the extra cost of towing the disabled Covered Vehicle further than twenty-five (25) miles from the from the disablement site.

Flat Tire Assistance (Plan Covers Up To $100.00 Per Occurrence)

Service consists of the removal of the Covered Vehicle’s flat tire and its replacement with the spare tire located with the Covered Vehicle. Towing Assistance will be provided, if necessary.

Fuel, Oil, Fluid and Water Delivery Service (Plan Covers Up To $100.00 Per Occurrence)

An emergency supply of fuel, oil, fluid and water will be delivered if the Covered Vehicle is in immediate need. You must pay for the fuel or other fluid when it is delivered.

Lock-out Assistance (Plan Covers Up To $100.00 Per Occurrence)

If your keys are locked inside the Covered Vehicle, assistance will be provided to gain entry into the vehicle.

Battery Assistance (Plan Covers Up To $100.00 Per Occurrence)

If battery failure occurs, a jump start will be provided to start your Covered Vehicle. Towing Assistance will be provided, if necessary.

Hotel & Travel Discounts

Encore Protection members save up to 50% on hotel stays through the Savings Connection program. Members also receive savings for car rentals, theme parks, prescriptions, and much more using the Encore Protection Savings Connection website.

Concierge Service

If you’re traveling and need to help booking an available hotel room or rental car, arrangements can be facilitated on your behalf.

Cancellation Policy

As a member, you have the right to cancel your membership at any time. If you purchase a yearly plan, you may cancel this membership within the first thirty (30) days for a full refund of the amount paid by contacting Encore Protection. After thirty (30) days, you may cancel this membership for a pro-rata refund of the amount originally paid for the membership less a cancellation fee of $50.00 and the amount of claims already paid during your membership term. If you purchase a monthly plan, you may cancel this membership within the first twenty-four (24) hours for a full refund of the amount paid by contacting Encore Protection; after the first twenty-four (24) hours the contract is fully earned for the month and no pro-rata refund will be available. All cancellation requests must be made within the first 30 days to Encore Protection by the member or after 30 days submitted in writing to Encore Protection and signed by the member. Residents of California, Maryland, Montana, Nevada and Oklahoma will not have a cancellation fee deducted from any cancellation refunds. Residents of Alabama will be subject to a cancellation fee of $25.00. Residents of California, Louisiana, Maryland, Massachusetts, Mississippi, Nevada, Wisconsin and Wyoming will not have claims deducted from any cancellation refunds. No refund will be due to you should the cancellation fee and/or amount of claims paid exceed the refund amount.

The following items are not included as part of the emergency roadside assistance benefit.

Coverage shall not be provided in the event of emergencies resulting from the use of intoxicants or narcotics, or the use of the Covered Vehicle in the commission of a felony. Cost of parts, replacement keys, fluids, fuel, lubricants; cost of installation of products or material; and additional labor relating to towing. Non-emergency towing or other non-emergency service. Non-emergency mounting or removing of any tires, snow tires or chains. Shoveling snow from around a Covered Vehicle. Tire Repair. Any and all taxes, fines or tolls. Damage or disablement due to fire, flood or vandalism. Towing from or repair work performed at a service station, garage, or repair shop. Towing by other than a licensed service state or garage; vehicle storage charges; a second tow for the same disablement. Service on a vehicle that is not in a safe condition to be towed or serviced or that may result in damage to the vehicle if towed or serviced. Towing or service on roads not regularly maintained, such as sand beaches, open fields, forests, and areas designated as not passable due to construction, etc. Towing at the direction of a law enforcement officer relating to traffic obstruction, impoundment, abandonment, illegal parking, or other violations of law. Repeated service calls for a Covered Vehicle in need of routine maintenance or repair. Services received independently from Encore Protection without prior authorization from Encore Protection. Only one disablement during any seven (7) day period will be accepted. THIS IS NOT A ROADSIDE ASSISTANCE REIMBURSEMENT SERVICE.