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 and any qualifying trailer.

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 seven (7) 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 hourly per occurrence limitation unless a specific dollar limitation is noted. You will only have to pay for any costs in excess of the per occurrence limit plus any non-covered costs. Only one disablement during a seven (7) day period will be accepted.

Towing Assistance (Plan Covers Up To 40 Miles of Towing)

When towing is necessary, your Covered Vehicle will be towed to the nearest service facility of your choice up to forty (40) miles.

Flat Tire Assistance

Service consists of the removal of the flat tire for the Covered Vehicle and its replacement with the spare tire located with the Covered Vehicle.

Oil, Fluid and Water Delivery Service

An emergency supply of oil, fluid and water will be delivered if your Covered Vehicle becomes disabled due to running out of fluids. You must pay for the cost of the oil, fluid or water, if any.

Fuel Delivery Service

An emergency supply of up to thirty (30) gallons of fuel will be delivered if your Covered Vehicle is in immediate need. You must pay for the cost of fuel.

Battery Assistance

If battery failure occurs, a jump start will be provided to start your Covered Vehicle. Battery Assistance is unlimited for service call only and will not be covered if the service call was requested after a successful or failed jump start service.

Winching/Extrication Assistance (Plan Covers Up To $75.00 Per Occurrence)

Provides for assistance in extricating the Covered Vehicle when stuck in a ditch or other inaccessible area when such location is within 50 yards (feet) of a paved road or highway up to a maximum $75 for a single truck’s service per occurrence. This service does not cover extrication when driving a Covered Vehicle on off-road or unpaved highways.

Lock-out/Replacement Key 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 Covered Vehicle up to $100.00 benefit limit. In the event there are no keys found, and a replacement key is needed, you will be covered up to the maximum benefit amount of $100.00 for the total cost of lockout service and a new key.

Cancellation Policy

As a member, you have the right to cancel your membership at any time. 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. 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.

Pre-existing conditions prior to membership activation and/or while membership is suspended. Motorcycles, automobiles, antique vehicles (meaning vehicles over 20 years old), taxicabs and limousines. Recreational Vehicles (RVs), camping trailers, travel trailers, or any vehicles in tow other than a tractor trailer. Service for any trailer which must be separated from the tractor. Service to vehicles with expired safety inspection sticker(s), license plate sticker(s), and/or emission sticker(s) where required by law. Vehicles located at storage facilities. Cost of parts, replacement keys, replacement tires, fluids, lubricants, cost of installation of products, material, and additional labor relating to towing. Any fees relating to the dismount/mounting of a drive shaft. Tire repair or cost of delivery of repaired tires. Tire replacement at any location other than a roadside disablement site. Cost of replacement tire or subsequent service calls to deliver additional replacement tire(s). Any and all taxes or fines. Non-emergency towing or other non-emergency service including but not limited to mounting or removing of any tires, snow tires, off-road tires, chains or similar items. Shoveling snow from around a vehicle. Service when a vehicle is snowbound in unplowed areas such as snow banks, snowbound driveways or curbside parking. Damage or disablement due to flood, fire, or vandalism. Towing from or repair work performed at a service station, garage or repair shop. 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 by other than a licensed service station or garage; vehicle storage charges; a second tow for the same disablement. Towing or extrication as a result of a collision or accident. 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. Towing for the purpose of disposal (e.g., salvage facility). Towing of vehicle off a boat dock or marina unless such facilities are used for intermodal and ocean freight purposes. Transportation for the member to the Covered Vehicle for service or from the Covered Vehicle to another destination after service has been rendered. Covered services may not be requested from a residence, dealer or repair facility. 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(s) in the commission of a felony. Repeated service calls for a Covered Vehicle in need of routine maintenance or repair. Excessive claims for covered services may result in non-renewal or cancellation of the membership. Only one disablement during any seven day period will be accepted. Services received independently from Encore Protection without prior authorization from Encore Protection. THIS IS NOT A ROADSIDE ASSISTANCE REIMBURSEMENT PROGRAM.