YOU HAVE QUESTIONS.
AND WE HAVE ANSWERS.
Roadside Assistance Membership Questions
1. What is your AAA price matching policy?
AAA has a different rate for every region. (Generally, this is defined by state boundaries, but some states have multiple regions and some regions have multiple states.)
In most areas, our rates are within a couple of dollars of AAA's rates, if not cheaper. In those areas where we are more expensive, we will honor a price match. The programs must match and the policies have to be the same. For example, we cannot match their 200-mile programs, at all.
We do not match special promotions. Exceptions can be made, but are not guaranteed.
The customer/member is required to provide us with price match information. You can send this to us via fax, email, or mail. You may also send a URL or a copy of the renewal form with the pricing and program information. In most cases, we will issue you a credit of the difference. If you send us the information first, we can enroll you over the phone at the matched rate.
We can match rates for our renewing members as well, but the member will need to provide us with the current rates for their region.
2. How does it work?
We will provide you with a membership number and the 24/7 roadside assistance number upon joining. The roadside assistance number can be accessed by our voicemail phone tree as well. If you need service, call the 24/7 phone number and tell us who you are, what you need, and where you want to go. We will take care of the rest. No reimbursement process required. You must be with the vehicle at the time of pick up.
3. When does the membership start?
It takes three business days to activate membership. You may also choose a later start date. We do not cover breakdowns that occur before you become a member or occur outside of active contract dates.
4. Can I upgrade my membership?
You can upgrade your membership online only at the time of renewal. Otherwise, you will need to call customer service to make any changes to your membership.
All changes take three business days to take effect.
5. How do I add my husband, wife, child, dog, etc.?
You can make these types of changes at the time of renewal. Otherwise, you will need to call customer service to add additional drivers to the membership. Your membership must be in good standing without excessive usage to add an associate mid-contract year. All changes take three business days to take effect. Dogs are not eligible. You must be a legal driver to be on a membership.
6. What is an associate?
Associate members are defined as family members who live in the same household, including domestic partners, as the primary member. Children living away from home between the ages of 16-25 are also eligible to be an associate on a membership. You may have up to 3 associates on one account.
7. Whom do I call if I have a complaint?
If you have a damage complaint due to a service provider, please contact the 24/7 call center first. If you have a general service-related complaint, please call or email your comments to us at 866-238-1137 or to firstname.lastname@example.org.
We welcome all feedback as it helps us maintain a high level of service for all members.
8. When will I receive my materials?
As part of our conservation mission, we do not automatically send you materials unless you request them. A card is not required to receive service. All you need is your member number and the 24/7 roadside assistance number found on the confirmation email you receive upon joining. This information is also available on the member-site. We are happy to mail you the information if you prefer, which will arrive 7-10 business days after the request is made.
9. What is your cancellation policy?
You may cancel your membership at any time by calling 1-866-238-1137 or writing to our Membership Office. We offer a full refund if you cancel within the first 30 days if you have not used any service calls. We will provide a prorated refund of unused membership dues calculated from the cancellation date, less the value of services rendered since the date of your enrollment or last membership renewal, whichever is more recent, except in CA, MD, MA, MT, MS, OK, NV and WY where these deductions are not applied. Upon termination of membership for whatever reason, all membership benefits will terminate. This includes benefits for all listed associates.
In order to maintain fair and reasonable membership dues for all members, the Club reviews all unusual frequency of claims on the basis of average member claims. Usage determined by the Club to be excessive may result in limitations of the number of claims allowed, a downgrade, non-renewal, or cancellation of membership.
10. What if my renewal is late?
You will have to wait for the three-day waiting period for the membership to be reactivated. In some cases, you may be required to pay a late fee.
24/7 Nationwide Auto Roadside Assistance
1. Does BWC have coverage in my area?
Yes, BWC has coverage available in all 50 states as well as in Canada. We contract with one of the largest networks in the country and our coverage area is comparable to that of AAA.
2. How long does it take for a truck to arrive?
Our average response time is about 45 minutes. We always strive for a goal of 30 minutes in urban areas and 60 minutes in rural areas. Of course, response times will vary according to weather, traffic, and accessibility of the location.
3. What kind of vehicles do you cover?
We cover automobiles, motorcycles, bicycles, and RVs. We cover you in any vehicle, provided you have the corresponding coverage. Service is intended for personal use only. Commercial vehicles will not be covered unless you have the fleet program. For fleet, information click here.
Vehicles that are not covered include taxicabs, tractors, boats, ATVs, public conveyance vehicles on display for sale or other purposes, vehicles used in competition, etc.
4. Do you have portable chargers for electric cars?
Not many. The device is rather inefficient. At this time it will take about 30 minutes to give the car a charge for approximately a 5-mile range. If you require a charge for an electric vehicle, we will tow you to a charging station or home. The tow will not be covered if you intentionally run out of charge.
5. Do you have same day service?
No, it takes 3 business days to activate a membership. We do not cover breakdowns that occur before you become a member or occur outside of active contract dates.
6. How many times can I call for service?
Each member is entitled to four service calls for the membership year. Service calls are not transferable and will not roll over into the next year if you do not use them. If you use all of your service calls, you cannot buy a second membership to receive more service calls. Roadside assistance works like insurance and if members only joined when they needed service, our prices would have to be much higher.
7. What happens if I need more than 4 calls? Can I purchase a second membership?
If you need more than 4 service calls we can still dispatch service, but you will be responsible for payment of the service. You cannot renew early or purchase a second membership to obtain additional service calls.
8. What happens if I have the basic coverage and I need more than 5 miles of towing?
We will cover the hookup fee and the first 5 miles of towing. You will be quoted the per-mile rate, which is usually between $3-$12 a mile, paid directly to the responding provider. In some urban areas, the fees will be higher.
9. Do I have to be with my vehicle to receive service?
You must be present with the disabled vehicle to receive service. Service providers cannot provide assistance to an unattended vehicle. You may be able to work with the service provider directly to obtain an exception.
10. How do I file for reimbursement?
You must call our emergency roadside assistance line for service first to be eligible for a full refund. If we are unable to dispatch, you will be authorized to file a claim. All other requests are subject to a price cap of $50 Basic/ $100 Premium. Please call or email us to receive a copy of the claim form, or you can access one online by logging into the member portal.
11. Do you offer battery delivery?
We do not offer battery delivery as we cannot guarantee the quality of the battery that will be delivered. We can provide a jumpstart, or tow you to a place where you can get a replacement.
12. Do you cover accidents?
In the event of an accident, please contact your auto policy carrier. Towing is often covered under auto insurance policies and is the responsibility of the party at fault. If roadside assistance or towing is required the local law enforcement official on the scene will usually arrange for service. If not, please call 1-888-732-1427 for dispatch of a service provider. You may submit your receipt for reimbursement but you will be capped at $50 or $100 depending on the benefit limit.
13. Do you provide secondary tows?
We will only provide one tow per incident. You can be towed home or to a repair facility.
14. Do you cover the person or the vehicle?
With BWC, you can call for Roadside Assistance for any car you're traveling in, even if you are a passenger in a friend's vehicle or driving a rental car. (Please note that many rental car companies have their own roadside plans.)
24/7 Nationwide Bicycle Roadside Assistance
1. How does it work?
The Bicycle program is primarily a ride service. If you break down on your bicycle, we will pick you and your bicycle up and give you a ride to where you need to go.
2. What sort of vehicle will be sent?
Depending on the bicycle and availability, a flatbed truck, large pickup, van or SUV will be dispatched that can accommodate a passenger and a bicycle.
3. Will you pick me up on a trail?
No. You must be accessible by road.
4. Do you offer bicycle property insurance for my bicycle?
No. As of 7/13/2013 we are no longer offering bicycle insurance for personal injury, liability, or property damage.
5. How often can I call for service?
You are entitled to two service calls specifically for your bicycle. You are eligible for up to 30 miles of transportation per call. If you need more than 2 service calls or need to be towed more than 30 miles, we can still dispatch service, but you will be responsible for payment of the service/any overages.
6. My AAA offers this for free, how is your program different?
Only a handful of AAA regions offer bicycle assistance. They will only cover your bicycle if you are in your local region and nowhere else. A bicycle call will count towards your 4 automobile calls with AAA while Better World Club gives you additional calls specifically for your bicycle.
7. Do you offer roadside repairs?
In general, no. However, mobile bicycle mechanics are becoming more common so we may be able to assist you with a mobile repair if you live in an area with mobile mechanics. However, these services are generally scheduled and not available for immediate needs.
Travel Services and Maps
1. Do you have maps?
Yes, we carry a wide variety of maps. We have city, state, regional, bicycle and Canadian maps. You can order online or over the phone. We ask that you give us 2 weeks to get them to you via USPS. A total of 10 free maps per year are available per membership.
2. How do Trip Routings work?
Trip routings provide turn by turn driving directions. We can email them to you, or send it to you via USPS. Please allow 2 weeks for the route to arrive in the mail and seven to ten business days for your route to arrive via email.
3. Do you offer Amtrak discounts?
No. Better World Club has been told that Amtrak is no longer able to make new discount partnerships per instruction by the Congress that it operates more as a viable private corporation. Some groups that previously had access to discounts on Amtrak train travel saw their discounts revoked. Amtrak offers its best discounts to travelers that book train travels 14 days or more in advance of their departures. The discount for booking 14 or more days in advance is greater than ANY discount offered by a group that maintains a discount partnership with Amtrak.
4. Do you have travel insurance?
Yes, we offer travel insurance. To obtain a quote, please fill out this form.
5. Do you offer hotel discounts?
Yes. Most of our hotel discounts are through Last Minute Travel. Normally, membership to their travel club is $50 a year, but BWC members receive this discount for free as part of their membership.
1. Do you have insurance in my state?
Currently, we can provide quotes for MA, CA, OR, and AZ and are working towards covering more states. Please email us if you would like us to inform you when we have coverage in your area.
2. My insurance can provide 24/7 nationwide roadside assistance service, why do I need Better World Club's?
While many insurance companies offer roadside assistance, your insurance premium may go up as a result of using the service. And no insurance company we know of offers green roadside assistance.