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TRANSCRIPT
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PROVIDER NETWORK DEPARTMENT
WELCOME PACKAGEBuilding Long Lasting Relationships With Our Provider Network
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TABLE OF CONTENTS
Welcome Letter 3
About Our Company 4Mission StatementHistoryA Mapfre Company
Performance Standards 6 PerformanceAppearanceOperationsFaxesBilling
Invoicing & Payment Process 7 RegisteringInvoicing Your ClaimPayment &Payment Review Process
Road America Helpful Hints 9
Procedures 10 Primary/Accident TowingSecondary Towing/Salvage TransportETA Requirements
Department Contact List 13
Regions 14Regions MapRegions/State Guide
General Contact List & Information 15
Definitions of Service Categories 16
FAQ 17
Digital Dispatch Solution 19
Benefits for Our Valuable Service Partners 20
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Welcome to the Road America Motor Club Network of Service Providers. We are looking forward to a long and mutually
rewarding relationship with you and your company.
As part of the Service Provider Network for Road America, we are confident that both organizations will strive to achieve the highest levels of standards and customer service that our mutual customers count on.
Enclosed are signed copies of your agreement / contract. Also, this package contains information material, invoice instructions and other reference material necessary to conduct business with Road America Motor Club (RAMC).
Again, welcome to our Network. If you have any questions or concerns, please contact your Provider Network Support Team at (888) 293-6672.
Sincerely, BONNIE VERHULST Director of Service Provider Network Road America
DEAR VALUED PARTNER,
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ABOUT OUR COMPANYMission Statement“Road America is committed to delivering the highest quality of roadside, travel and home assistance services to our business partners.
Our flexibility, responsiveness, and excellence in service are the cornerstones of our operations.
We understand and respect the value of each of our clients and their customers and we strive in delivering value enhancement services to our corporate partners.”
HISTORY: ROAD AMERICA MOTOR CLUBRoad America has been providing emergency roadside assistance to motorists since 1978. Throughout our history, we have prided ourselves on the ability to be flexible and responsive to the needs of our clients. Through this commitment to excellence, Road America has been able to diversify into several market segments including: Automotive, Financial, Insurance, Associations, Communications (Wireless & Wire line), RV and OEM.
Some of Road America’s corporate clients include: Mercury Insurance, Verizon, Harley Davidson, PHH, Autovantage, Kawasaki Motorcycles, Ameriprise, plus many more. Road America has been providing business-to-business solutions to corporate clients throughout the United States, Canada, and Puerto Rico for over 35 years.
Road America is recognized as a pioneer in the roadside assistance industry being first to market Latitude and Longitude dispatch system, dealer tie-back services for automotive, and Dispatch confirm. Our longevity has allowed us to identify and sharpen our skills in the areas most important to motorists during an emergency roadside incident – speed of service, safety, accuracy, reliability, and communication.
Road America experience is found in our management team, with more than 100 years of combined experience in emergency roadside assistance services. Road America has more than 20 years of experience in motor club compliance across all business sectors and NATO (the National Auto & Travel Organization). NATO, is an organization comprised of all of the major motor club organizations in the United States. For the past five (5) years, a member of Road America has either served as NATO’s President or as NATO’s Legal & Legislative Chairperson for Compliance.
Miami, FL – Corporate Headquarters & Response Center Columbus, GA – Response Center
Road America, a MAPFRE Asistencia Company
Since 2003 Road America belongs to the MAPFRE Asistencia Group Companies.
MAPFRE ASISTENCIA is a multinational insurance, reinsurance and services company founded in Madrid (Spain) in 1989, which today operates in Europe, America, Asia, and Africa.
MAPFRE is a specialists and international leader in Assistance and Claims Management, Specialty Risk, Travel Insurance and Travel Assistance Programs and Senior Citizens. It is for that reason, MAPFRE was awarded the ITIJ Award certifying them as the best international assistance company.
MAPFRE’s financial strength has been recognized with the A1 rating awarded by the rating agency Moody's (since 2002).
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Columbus, GA – Response CenterColumbus, GA – Response Center
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PERFORMANCE, APPEARANCE AND OPERATIONS GUIDELINESRoad America (RAMC) believes our Service Providers represent an elite group of the finest road service and towing companies. RAMC has set Performance, Appearance and Operations Standards that all providers will need to consider prior to entering RAMC contractual agreement and maintain throughout its partnership with RAMC. RAMC monitors these standards through customer feedback, internal performance reports, and Network Manager site visits.
I. Performance Standards: ≥ Accept a minimum of 90% of calls offered in the zip codes, city / towns you have agreed to
cover. ≥ Maintain a ratio of complaints to accepted calls of less than 1%. ≥ Maintain an average ETA of 45 minutes under normal conditions, 30 minutes for accident
services. ≥ Maintain a 90% on all actual time of arrival (ATA) within zip codes listed on the Service
Territory Agreement. ≥ Maintain a ratio of damages to accepted calls of less than 1%.
II. Appearance Standards: ≥ Drivers maintain a clean and neat uniformed appearance. ≥ Trucks maintained in a clean, safe and properly equipped manner, displaying your company
name.
III. Operations Standards: ≥ Employ properly trained personnel either through a formal in-house or industry recognized
training program. ≥ Driving and criminal background checks as well as drug screening is required for all
employees. ≥ Service Provider phones answered 24 hours a day, 7 days a week by person able to accept
RAMC calls and give an accurate ETA. ≥ Refrain from requesting or accepting physical assistance from customers when providing
services.
IV. Confirming a Dispatch through Fax: ≥ RAMC requires all Providers to have access and accept a Dispatch Information Fax Form. ≥ RAMC Assistance Coordinator (AC’s) will verify with the provider once they accept the call if
they have access to receive a fax in order to send the provider the Dispatch Information Fax Form.
≥ Accepting a Dispatch through Fax will decrease dispatch times, ensure correct breakdown information and assist with your auditing of claims. For more information please call your Provider Network Manager or Network Support Agent.
V. Billing:
≥ RAMC requires all Providers to use the Road America web portal, www.road-america.com, for all invoicing needs and encourages them to enroll in direct deposit for prompt payment.
≥ Provider must invoice Road America within 90 days of the service date. ≥ Provider must comply with invoicing both RAMC and/or customers by applying their
contractual rates, even when the customer has a member limit or the call is a GOA or “Cash Call”.
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INVOICING AND PAYMENT PROCESSRoad America Motor Club has ONE method for submitting invoices:
STEP 1: REGISTRATIONGo to: www.road-america.com
≥ Select Providers tab ≥ Select Service Provider Portal ≥ Select Register ≥ Enter information as prompted
1. Provider Number2. Zip Code3. Contact Name4. Pick a Login ID5. Email Address6. Choose Password7. Confirm Password
8. Click Submit
≥ You will receive an email with your password & login ≥ For technical assistance; call (800) 226-6210
STEP 2: INVOICING YOUR CLAIMS ≥ Select “Submit Invoice” ≥ Place the PO Number in the box, then click on “Submit” ≥ Check that all information on the customer, vehicle type, breakdown location and drop-off
location are correct ≥ Complete the information in the areas of: VIN #, Invoice Date and your Invoice Number ≥ For En-route: if you do not intend to invoice Road America for en-route miles, please leave
the box empty ≥ If you are invoicing for En-route miles, place the total miles traveled (or Gross total miles)
in the box underneath “Total Miles” ≥ For En-route, under “Invoice Amount” place the amount you are charging after subtracting
the free miles (or Net billed) from your total en-route miles and multiplying those miles by your rate per mile
≥ For Loaded: place the total miles traveled (or Gross total miles) in the box underneath “Total Miles”.
≥ For Loaded, under “Invoice Amount”, place the amount you are charging after subtracting the free miles (or Net billed) from your total loaded miles and multiplying those miles by your rate per mile
≥ Under Towing or any other service type, place your service rate under “Invoice Amount” ≥ Click Calculate and make certain it is the amount that you intend to invoice ≥ Click Submit
INVOICES WILL NOT BE ACCEPTED AFTER 90 DAYS FROM DATE OF DISPATCH Mileage is based upon Google Maps using shortest time routing
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METHODS OF PAYMENTSTEP 3: PAYMENT
≥ Electronic Funds Transfer:1. EFT will expedite your payment process2. Contact your Network Support Team or submit your request through the web portal
to establish EFT Payments.• www.road-america.com• Network Support Team contact #: (888) 293-6672
≥ Check sent U.S. Mail:1. Payment sent by U.S. mail will delay your payment process2. Please include your ISP number on all invoices. To expedite your payment make sure
your charges are detailed on your invoice. Lump sum amounts will delay payment due to extra processing time involved. Road America Payment Review Process
ROAD AMERICA PAYMENT REVIEW PROCESSSTEP 4: PAYMENT REVIEW PROCESS
Road America’s Payment Review Process is designed to assist Service Providers with services involving unique situations that may require a post-payment adjustment or “Add Pay”.
≥ Submission
The Online process requires the submission of the payment review request through the “Add Pay Tab” in the provider Portal or submitting the “Manual Payment Review Form” via US mail, fax or email to your payables representative. Before submitting a Payment review request, the Service Provider must first ensure that:
≥ A payment has already been issued for the P.O.
≥ Correct rates were originally invoiced for hookup, en-route and loaded miles, including the subtraction of “free Miles”.
≥ Accurate number of miles, determined using Google Maps, were originally calculated.
≥ Payment by Road America unjustifiably does not coincide with amount billed.
≥ The applicable P.O. is submitted for review no more than 30 days from the date of payment.
≥ Review
Road America will review and evaluate every payment review request. Service Providers may be required in some instances to provide support documents. For easier upload of documents, status review, and faster processing, we encourage all service Providers to submit reviews online. A tutorial describing every step in the process is available in the “Helpful Links” section in our portal.
≥ Decision
If it is determined that the original payment was accurate, no additional payment will be issued. However, if the adjustment applies according to Provider Service Agreement terms and mutually agreed rates, Road America will make an additional payment for the service. The Payment Review Process is final once the review has been completed and a decision has been reached.
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≥ Please invoice Road America on a daily or weekly basis to prevent any missed or “un-submitted” claims. Submit invoice 24 hours after service.
≥ Prior to invoicing Road America, please confirm your Service Rates, and your total miles traveled for both En-route and Loaded. You can do so by using Google Maps or any other mapping software to confirm all miles traveled. When mapping your miles, please don’t forget to use ‘Shortest Time’ as the Route Options. This will prevent your Purchase Orders from being adjusted due to differences.
≥ Road America will audit both En-route & Loaded miles by mapping from the provider’s physical address to the breakdown location and from the breakdown location to the drop-off location
≥ Road America will only pay miles ‘Port To Port’ when the vehicle is Heavy or Super duty. The GVWR will always be confirmed through the vehicle manufacturer during auditing of the claim.
≥ Please don’t forget to subtract your free miles, per your contract if applicable.
≥ Please call RAMC in the event that additional services or equipment is needed to service the customer, as they need to be authorized by RAMC dispatching supervisor.
≥ Road America will not pay for overages when the customer has a Member Limit. You may confirm with RAMC dispatcher during the call or you may confirm the customer’s limit through our fax dispatch form.
≥ Overages charged to the customer by providers, when the customer has a member limit or is a “Cash Call”, must be done by using the providers contracted rates for both service and mileages.
≥ GOA will only be paid when authorized by RAMC. You may find a brief description of our GOA policies in your contract for review.
≥ If you unfortunately failed to invoice Road America for a PO that is over 90 days from the day of service, please close your books on them and do not attempt to invoice the customer. Please remember, that the customer is not responsible.
ROAD AMERICA HELPFUL TIPS
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PRIMARY/ACCIDENT TOWING SERVICES
A Primary Tow service consists of a vehicle that has been involved in a collision, is still located at the scene of the accident, and Road America has been contacted and given first notice of the collision. Road America is required to dispatch a service provider who can ensure a 25 min ETA. Due to the high priority of these services, premium rates have been previously agreed upon for contracted providers who therefore must meet the requirement.
In order to participate in this program, you will be required to possess the following:
≥ Inventory Sheet (Vehicle Inspection Form) – To obtain a Vehicle Inspection Form, log on to the Service Provider Portal and click on “Quick Links”
≥ A Scanner or Fax Machine – For uploading or faxing Inventory Sheets. This item is required in order to receive payment from Road America.
Because the service requires immediate assistance, the client will be unable to provide Road America with a destination location at the time of dispatch. Upon arriving on scene, the driver will be advised by the customer as to what location has been selected as the destination point.
Though the customer is covered in full for the transport, your driver will be required to contact Road America at (888) 298-6776, Option 1 and relay the destination information.
Upon delivery of the vehicle, your driver will be required to complete an Inventory Sheet and present it for signing by personnel at the repair facility. The form not only protects the Service Provider from liability, but it is also a requirement to receive payment from Road America for services rendered.
When submitting for payment on a Primary Tow Request through the Service Provider Portal, the following field will appear below the Invoice Detail Box to upload the Inventory Sheet.
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SECONDARY TOWING/SALVAGE TRANSPORT SERVICESA Secondary Tow/Salvage Transport Service is defined as a tow that occurs after a vehicle (usually involved in an accident) has been towed to a facility that is not the desired destination of the insurance company. Road America will be providing the transport service to the desired location as well as providing payment for any outstanding payout fees associated with the release of the vehicle.
In order to participate in this program, you will be required to possess the following:
≥ Inventory /Vehicle Inspection Form (for each vehicle) – To obtain a Vehicle Inspection Form, log on to the Service Provider Portal and click on “Quick Links “.
≥ A Scanner or Fax Machine – For uploading or faxing payout invoices (which must be collected at the time of pick up) as well as Inventory Sheets. Both items are required in order to receive payment from Road America.
Vehicle Pick Up Upon pick up, and for your protection, it is important that you inspect the vehicle thoroughly. It is required that you complete the Road America Inspection/Inventory Form, which can be downloaded by accessing www.road-america.com .
Please, remember to:
≥ Enter all vehicle & service details (including insurance claim number and P.O. number) ≥ Collect signatures at pickup and drop-off locations ≥ Document all damages and missing parts in vehicle ≥ Retain a copy for your records and upload onto the Service Provider Web Portal when you
invoice
Payout FeesRoad America will be responsible for issuing payment for all payout fees, however in the unlikely event that a holding/storage facility does not accept Road America’s form of payment, the service provider will be required to pay for the payout fees directly to the facility.
Road America will then provide a credit card payment to the Service Provider for these additional fees. If this is not acceptable, Road America will then reimburse the Service Provider for these fees.
In the event that there is a discrepancy regarding the payout amount reported by Road America and the amount being charged by the holding/storage facility, the Service Provider will be required to contact Road America at (888) 298-6776 for approval of additional fees. It is the responsibility of the Service Provider to obtain a copy of the payout invoice from the holding facility and upload it in the Service Provider Web Portal or fax it to (877) 324-8919.
Inspection/Inventory FormUpon delivery of each vehicle, your driver will be required to complete an Inventory Sheet, present it for signing by personnel at the drop off destination, and leave a copy for their records. The form not only protects the Service Provider from liability, but it is also a requirement to receive payment from Road America for services rendered.
Vehicle Drop off Vehicles must be dropped off in a safe, secure, and authorized by the repair shop location. For any afternoon/evening and weekend services, you should call the drop-off location to confirm until what time they accept vehicle. There should not be any afterhours drop offs and in the event that overnight storage of the vehicle is required, you must contact Road America for authorization.
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Steering If a destination is provided during the service dispatch, no deviation to another location should occur unless authorized (or provided) by a Road America agent. Steering will result in suspension of services or permanent inactivation. No suggestions on a destination location should be made to the customer.
Vehicle Parts Storage & Delivery Any loose vehicle parts must be stored and transported in the trunk of the vehicle if it fits inside of it.
Invoicing
It is required for providers to upload both, the Inventory Sheet and the Payout Invoice (when applicable) to receive payment from Road America. When submitting for payment on a Secondary Towing/Salvage Transport Request through the Service Provider Portal, the following field will appear below the Invoice Detail Box to upload the Inventory Sheet and the Payout Invoice:
It is important to note that each vehicle must be invoiced individually on separate P.O.’s. Service Providers will receive payment by standard options, such as a mail check or direct deposit.
ETA Requirements
Services will be dispatched Monday through Friday and the following ETA guidelines apply:
≥ For services requested before 3:00 PM local time, expected ETA is:• Same day pickup and delivery before 5:00 PM local time.
Road America Motor Club would like to welcome your company to our Provider Network and take this opportunity to thank everyone in advance for the great service you will be providing our customers.
Drive safely and let’s keep our highways and roads safe for all to enjoy.
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Provider Relations & Provider PayablesTOLL-FREE CONTACT INFORMATION
PROVIDER PAYABLES DEPT. at: (800) 226-6210 for issues concerning:
Payment Status Check Copy Request Stop Payment / Reissue Payment
INVOICING INFORMATION
PROVIDER INVOICES BY WEB: www.road-america.com
Providers Service Provider Portal
PROVIDER INVOICES BY MAIL: ROAD AMERICA MOTOR CLUB
Attention: Provider Payables P.O. Box 528024 Miami, Florida 33152
DISPATCH CENTER at: (888) 298-6776 Option 1 for issues concerning:
Updates, changes, or problems with a dispatch Problems with the fax dispatch
Note: Please do not contact the Dispatch Center for Provider Relations or Payment issues
PROVIDER RELATIONS DEPARTMENT at: (888) 298-6776 Option 2 for issues concerning:
Existing Service Agreement Digital Dispatch Service Area
RECRUITMENT DEPARTMENT at: (888) 293-6672 Option 2 or (800) 442-4690 ext. 4240 for issues concerning:
New Applications Insurance Certificates & Other Relevant
Documents Repair Facility Network
PLEASE CONTACT OUR YOU MAY CONTACT OUR
PROVIDERN E T W O R KCONTACT INFORMATION
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REGIONS / STATES GUIDE
NORTHWEST SOUTHWEST NORTHEAST SOUTHEAST
Alaska Idaho
California (Northern)
Montana
N. Dakota
Nebraska
Oregon
S. Dakota
Washington
Wyoming
Arizona
California (Southern)
Colorado
Hawaii
Kansas Nevada
New Mexico
Utah
Connecticut
Delaware
Illinois
Indiana
Iowa
Kentucky
Maine
Maryland
Massachusetts
Michigan
Minnesota
Missouri
New Jersey
New York
New Hampshire
Ohio
Pennsylvania
Rhode Island
Vermont
Virginia
Washington DC
West Virginia
Wisconsin
Alabama
Arkansas
Florida
Georgia
Louisiana
Mississippi
N. Carolina
Oklahoma
S. Carolina
Tennessee
Texas
R E G I O N S M A P
NORTHWESTREGION
SOUTHWESTREGION
NORTHEASTREGION
SOUTHEASTREGION
CA
CA
PROVIDER NETWORK DEPARTMENT REGIONAL MAP
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PROVIDER NETWORK DEPARTMENT CONTACT LIST
NORTHWEST REGION
Jaime Santamaria (Regional Account Manager) (305) 392-4381
Erin Bray (Area Manager) (305) 392-4422
SOUTHWEST REGION
Alex Francisco (Regional Account Manager) (305) 392-4392
Jason Jones (Area Manager) (305) 717-5841
NORTHEAST REGION
Raul Medina (Regional Account Manager) (305) 392- 4380
Ryan Jamison (Area Manager) (305) 717-5842
SOUTHEAST REGION
Wilmer Guayara (Regional Account Manager) (305) 392-4384
Miguel Cifuentes (Area Manager) (305) 392-4363
NATIONAL ACCOUNTS
Makeida Johnson (National Accounts Manager) (305) 392-4385
SPECIALTY (HD, Motorcycles, & Transport Services)
Jason Jones (Specialty Area Manager) (786) 452-4756
RECRUITMENT/CONTRACTING
Russell Dickens, Jr.& Ayesha Bradshaw (Recruiters) (800) 442-4690
[email protected] ext. 4240
ADMINISTRATIVE
Bonnie Verhulst (Director of Provider Network) (305) 392-4325
Miguel Cifuentes (Compliance Manager) (305) 392-4363
Odalis Pou-Usategui (Network Adm./Payables Manager) (305) 392-4285
DISPATCH CENTER (888) 298-6776 Option 1 FAX (305) 392-3121
PROVIDER RELATIONS DEPARTMENT (888) 293-6672 Option 1
PROVIDER PAYABLES DEPARTMENT (800) 226-6210
NORTHWEST REGION
Gabriella Bermeosolo (Payables Representative) (305) 717-5816
(Northern CA,WA,OR,ID,NV,WY,MT,ND,SD,NE)
SOUTHWEST REGION
Michael Lazo (Payables Representative) (305) 392-4421
(UT,AZ,CO,NM,KS)
Andrea Villamizar (Payables Representative) (305) 392-4428
(Southern CA)
Gabriella Bermeosolo (Payables Representative) (305) 717-5816
(Only NV)
NORTHEAST REGION
Jenell Mordica (Payables Representative) (305) 392-4299
(MN, IA, MO, WI, IL, MI, IN, OH, KY)
Tony Mejia (Payables Representative) (305) 392-4450
(WV, VA, PA, NY, MD, NJ, DE, CT, DC,MA, RI, NH, VT, ME)
SOUTHEAST REGION
Karen Ellis (Payables Representative) (305) 392-4286
(FL, GA, SC, NC, LA, AL)
Eddie Rios (Payables Representative) (305) 392-4429
(TX, OK, AR, MS, TN)
DEPT. MANAGEMENT
Patrice Painson (Supervisor) (305) 392-4280
SPECIAL PROGRAMS (Digital Dispatch/Battery Program)
Bibiana Gutierrez (Program Manager) (800) 442-4690
[email protected] ext. 5805
DEPARTMENT E-MAIL ADDRESSES
Provider Relations Dept. Provider Payables Dept.
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ROAD AMERICA MOTOR CLUB’S DEFINITIONS OF SERVICE CATEGORIESThe following are the definitions Road America Motor Club (RAMC) attaches to each service type and the related policies:
GAS / FUEL DELIVERY: Delivery of between 3 to 5 gallons of fuel to the customer’s vehicle, depending on the client specifications. Customer pays for fuel at current pump price per gallon.
*Note: Some clients will provide free fuel to the customer, between 3 to 5 gallons, however others will not. RAMC dispatch will advise if customer is not required to pay for fuel. In which case, the fuel can be billed to RAMC at the current pump price.
JUMPSTART: Starting a disabled vehicle with a battery boost and charging the battery for up to 10 minutes. The service vehicle driver must wait for the Customer to drive away after the vehicle has been started.
LOCKOUT: Service provided to gain entry to the customer’s vehicle to recover keys when the keys are locked in the passenger compartment of the vehicle or are accessible once the passenger compartment is opened.
LOCKSMITH: Services provided for ignition key that is lost, broken or locked in trunk. (RAMC will pay for Road Service call only.) Customer is responsible for parts and labor charges including R & R functions that relate to making key/keys as needed.
TIRE CHANGE: Flat tire replacement with customer’s inflated spare. Includes airing up tires, as necessary, if service truck is equipped with air service equipment.
DOLLIES: Used with tow vehicles in lieu of flatbed due to accessibility of disabled vehicle, to keep wheels of the disabled vehicle off the ground while being transported. Call includes dolly’s installation and all tow operations.
FLATBED: A tow truck that carries the disabled vehicle with all four wheels off the ground.
TOWING: Transporting a Customer’s disabled vehicle with the appropriate tow truck.
PRIMARY/ACCIDENT TOW: A primary tow is a tow service where the vehicle requiring the service has been involved in an accident, is located at the scene and needs to be immediately towed away to a storage or repair facility.
SECONDARY TOWING: A secondary tow occurs after a vehicle involved in an accident has been towed to a temporary facility and a tow to the desired destination of the insurance company now follows.
GOA / NO SHOW: Provider arrives within the promised ETA and the vehicle is unattended, or provider cannot find vehicle, or customer cannot be contacted. Attempt must be made to contact the customer by a call back to RAMC within the original ETA to qualify for GOA payment. GOA’S will not be paid on any calls cancelled within 15 minutes of the RAMC completion of a dispatch. GOA will be granted on calls up to 15 minutes after the expiration of the ETA.
WINCHING: Winching customer vehicle (reasonably accessible from a paved roadway) from mud, sand, snow or ditch with the use of one normally equipped truck and its driver for no more than one-half hour. Customer must pay for all services extending for more than 30 minutes or unless specified by Road America.
NO SERVICE RENDERED: If the Provider renders no service, RAMC will not accept billing for the call. This includes cancelled calls in the Provider’s assigned area. (Ex, Improper Equipment, Untrained Personnel…)The above are the standard policies and procedures RAMC uses for administration and payment of the road service program. Modifications to these coverage categories may occur and Providers will be notified of the changes. We realize that unmanageable circumstances can arise. If you have ANY questions or concerns regarding customer benefit coverage and / or payment responsibilities for a call in progress, please contact RAMC dispatch at 1-800-298-6776
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Who do I call for issues with a dispatch (changes in services, ETA extensions, fax transmittal, GOA authorizations, etc)?
Please contact our Dispatch Center at: 1-888-298-6776, Option 1.
What is the best ETA I can offer when an agent calls me to request a service?The best ETA that you can provide is the shortest and most realistic one to arrive to the breakdown location. Nothing disappoints a customer more than false expectations.
If you must extend that ETA for any reason it is important to contact the dispatch center and inform an agent so that the information can be relayed to the customer.
What do I do if I forget my login ID and password on the web portal?
If you have misplaced your current password, please click on “Forgot Your Password?” directly below the login information. You will need to enter your information, such as your provider number, your zip code, and the login ID you chose when you signed up on the web portal. You can then create a new password, and access your account.
If you have lost your login ID, please email our IT Department at [email protected] to get this reset.
How soon should I report an incident involving actual or alleged damage to a customer’s vehicle? Immediately. Call Road America’s Dispatch Center and let us know what occurred. Even if our Claims Dept. is not open, one of our agents will file the appropriate report and notify the Claims Dept.
What’s the rush in reporting a claim? An early report allows us to contact and investigate the facts while still fresh. An early resolution is almost always more favorable to the service provider.
How can I access my service levels and view my company’s performance? At Road America, we create an atmosphere that promotes efficiency, transparency and autonomy. We allow you to constantly monitor your company’s service levels so that you can stay on top of your business.
You can view your company’s performance any time by simply logging on to the web portal, then clicking on the “home” tab. This will bring you to the page that features all of the important service metrics like call acceptance, ETA’s, average cost and CSI (customer service index).
FREQUENTLY ASKED QUESTIONS
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How do I change my covered area? The best method is to go on the web portal and review you current zip codes loaded. You can then add new ones or remove the ones that are out of your coverage area. Your Regional Account Manager will review overall coverage in that market and decide whether to approve or temporally suspend your proposal.
It is that simple! We encourage you to review your coverage area as well as your contact information and equipment capabilities periodically to ensure you are get the right calls in your covered area. Remember, not having the correct coverage area in our system affects service offering and your call acceptance % rate.
I do not get many calls from RA, how do I improve this? There could be many reasons why you are not receiving many calls. One of the best ways to improve your standing and put your company in the best position to receive more calls is to maintain high call acceptance, give accurate and fast ETA’s (45mins. or less) and ensure that your company is priced to at least match that of your competition.
Primary Providers that perform well and meet the above mentioned criteria and can maintain those levels put themselves in the best possible position to remain primary. At Road America, we value loyalty greatly and we reward our best performers with the promise of long term business.
Road America calls me sometimes to do a service out of my service area. Will this affect my performance?We constantly monitor performance and one of the things we look at closely is call acceptance in your area. Meaning, the zip codes that are loaded in the system that you have listed as your coverage area are the ones we look at most. If you are offered a call outside of your designated zip codes that are listed in the system, then that will not count against your performance.
In order to ensure that the correct zip codes are listed for your company, you can view them and make changes by going into the web portal, clicking on “Account Information”, and then clicking on “coverage”. Any changes you request are sent to your account manager and they can approve these requests for you.
*For a complete listing of FAQ, please visit our Provider Portal.
≥ Universal dispatch solution interacts with all major U.S. digital dispatch software.
≥ RADD. Web portal access for providers without digital solutions or dispatch software. Also accessible through android devices.
—request tutorial today or access site in our portal
• Effective and simple to use• Facilitator for providers to deliver digital dispatch at no cost.
• More efficient solution resulting in increased accuracy and productivity.
• Streamlined process provides savings in personnel and phone service costs
SUPPORT Contact Bibiana Gutierrez at [email protected]
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ROAD AMERICA DIGITAL DISPATCH SOLUTION
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PROVIDER DISCOUNT PROGRAM
Let Road America assist your company in saving time and money by receiving exclusive discounts through our Provider Discount Program. Access our provider portal at www.road-america.com/service-providers and learn more details about our industry leading partners and their products.
EQUIPMENT SALES / LEASING FLEET TRACKING TOOLS
DIGITAL SECURITY
BATTERY PROGRAMS BAT TERY PROGR AMS
Worldwide Equipment Sales, LLC is the leading dealer of new and used tow trucks, self loaders, wreckers, flat beds, car carriers, and equipment trailers. With our new and used tow trucks or trailers, and our full line of towing equipment for sale, you’re sure to find exactly what you are looking for at Worldwide Equipment Sales.
Headquartered in Lake Success, NY, Advantage Funding is one of the largest transportation finance firms in the United States helping commercial and vocational transportation companies grow for nearly 20 years. Whatever your specialty, from towing to livery, first-response to motor coaches, waste-hauling to vocational trucks, they can help you obtain the financing solutions you need to grow and thrive.
Mobile Battery Solutions (MBS) is a battery retailer and provider of road side battery installations based in Concord, California. The MBS team has over a decade of experience in this category and
is already in the process of setting up Road America’s Independent Service Provider network throughout the United States and Puerto Rico. The new alliance with Road America calls for Exide Technologies to supply MBS with its premium line of Exide Extreme batteries. The combination of top-quality products and first-to-market services makes the MBS program both powerful and unique.
THIS CUSTOMIZED PROGRAM INCLUDES:
• Free B2Q tester and iPad with opening order ($800 value free!)
• No payment required for 90 days
• Free training with personalized on-going support
• Minimal inventory requirements
• Highest quality batteries with one of the longest free replacement warranties
• We manage and rotate batteries for you
• Potential to get more motor club volume
DTS is a complete solutions provider utilizing the best networks for M2M Wireless Service, our In-House advanced software design, along with the best hardware available on the market today to bring you an all inclusive one-stop shop system.
Whether you have a fleet of 5 or 5,000, Rhino Fleet Tracking has a scalable GPS fleet management platform to help you track and maintain your vehicles and assets. Their GPS tracking solutions enable companies to identify and address the concerns that come with managing their vehicles and movable assets.
Since 1986, Access Tools has travelled the road to becoming the leading manufacturer of automotive lock out equipment for the locksmith industry, the towing industry, first responders, the security industry, the repossession industry, police officers, fire departments, and road service providers.
Eye3Data is a leading manufacturer and distributor of digital security surveillance products. We have developed a complete line of mobile surveillance DVRs, cameras, and wireless products to meet the growing industry needs. We are headquartered in Cincinnati, Ohio with a global distribution network of dealers, distributors, and integrators.
www.road-america.com