Esurance Tow and Labor Program Overview

Description
This is the Esurance Tow and Labor Program Overview

Details

Table of Contents
 Partner Information
o Insurance for the Modern World (TM)
o Who We Are
o What We Do
o Educating Customers On Insurance
o Keeping It Green
o What We Value
o Esurance's Core Values
o Esurance is an Allstate Company!
o What You Can Expect From Esurance
o Esurance Current Marketing
o Insurance Shouldn't Be Painful
o Esurance is an Allstate Company
 Program Overview
o Geographical Coverage
o Customer Identification
o Phone Numbers/LCD Read Outs
o Greeting
o IVR Scripts
 Benefits and Services
o Towing
o Jump Start
o Tire Change
o Fuel/Fluid Delivery
o Lockout
o Winching
o Coverage Area
 o Coverage Vehicle
o Claims
o Reimbursements
o Restricted Roadway
o Rental Car
 Phone Numbers and LCDs
o Tow and Labor Transfer Numbers
 Dispatch System Procedures
 Other Procedures
o Damage Complaints
o Partner Procedures
o Esurance Secondary Vehicle Services
o Escalation Procedures
o Esurance On Demand

Partner Information

Please click on the following link to review Esurance Website "About Us" company
profile: https://www.esurance.com/company/about-us

Insurance for the Modern World (TM)

With a wealth of easy-to-use online tools as well as expert 24/7 service, Esurance is making car insurance
smarter from quote to claim. Everything we do is designed to save you time, hassle, hair-tearing-out, and
oh yes, money too.

Use our Coverage Counselor® to help you figure out the coverages that are right for you. File a claim
(and send pics of the accident) from your smartphone with Esurance Mobile. Call anytime — and by that
we mean anytime — to talk to a friendly expert about discounts. Do what you need to do, when you need
to do it. And do it with ease.

That's what Esurance is all about.

Who We Are
Through our innovative online and mobile tools and 24/7 customer service, Esurance lets you manage
your car insurance virtually anywhere, anytime.

Today, we're one of the top names in online auto insurance, offering coverage to nearly 90 percent of the
population.

We strive to offer consumers affordable rates and great savings, as well as convenience and high-quality
service. You can call 1-800-ESURANCE (1-800-378-7262) to speak with one of our helpful experts
anytime, or log into your account directly to make payments, print ID cards, or adjust your policy. You
can also take care of business on the go with Esurance Mobile.

And we're still innovating ...

At Esurance, we're always looking for more ways to improve your experience. From online repair
monitoring to real-life and virtual coverage counselors, our goal is to make car insurance as hassle-free as
possible.

What We Do
Car insurance and more!

Esurance began selling online car insurance policies in 1999. Drivers caught on fast, and our convenient,
reliable car insurance coverage is now available in 31 states.

As our company grew, we decided to branch out beyond car insurance to include the following insurance
products:

 Homeowner insurance
 Renters insurance
 Health insurance
 Life insurance
 Motorcycle insurance
Educating Customers On Insurance
Still, we're about more than just selling insurance policies. At Esurance, we pride ourselves on being a
company that supports both the consumer and the environment.

While our customers can manage their policies online at their convenience, they can also call our 24/7
customer service center with questions about their insurance policies. Also, we think consumer education
is an important corporate responsibility, particularly in the confusing world of insurance.

To keep our customers informed, we answer frequently asked insurance questions and provide a glossary
of insurance-related terms. We also offer the interactive Coverage Counselor® and in-depth articles on
car insurance. Our goal is to explain insurance in plain English and highlight important topics related to
cars and drivers.

For current info on all things driver-related, visit the Esurance blog.

Keeping It Green
As for supporting the environment, Esurance maintains a claims vehicle fleet that is 100 percent hybrid.
And by choosing a paperless customer experience, our policyholders have helped save thousands upon
thousands of trees.

Whether offering affordable car insurance or championing the environment, Esurance truly believes in
saving some green!

Get a car insurance quote today to see how much you can save on your car insurance.

What We Value
Our Mission Statement.

Esurance is dedicated to being the leading provider of personal insurance products. We leverage
technology to provide a hassle-free experience for our customers.

Esurance is a leader in bringing innovation to the personal lines insurance industry. We strive to exceed
our customers' expectations by providing competitively priced insurance products and high-quality
service.

Since our customers may need us at any time, day or night, we're committed to being available 24 hours a
day, 7 days a week

Esurance's Core Values

Fundamental to the success of Esurance are these basic values:

 We are honest with our customers, our partners, our owners, and ourselves.
 We value our customers and are deeply committed to safeguarding their information.
 We take responsibility for our attitudes, actions, and judgments.
  We are action-oriented, constantly striving to deliver results.
 We work as a team and empower our associates to achieve excellence.
 We are dedicated to continually improving our products, our operations, and our customers'
satisfaction.
 We value a fact-based, information-rich decision-making process.

Esurance is an Allstate Company!

Esurance is a proud member of the Allstate family, offering reliable insurance products combined with
smart, cutting-edge tools that help you manage your insurance whenever, wherever, and however you
want.

At Esurance, we're always looking for new ways to improve the car insurance experience. One way we do
that is by providing clear, jargon-free info on coverages and cutting-edge tools that allow you to manage
your policy, report claims, and track repairs. Plus, you can do the things you need to do online, over the
phone, or via mobile. It's all part of being insurance for the modern world.

Our goal is to provide you with the info you need to get the protection you want at a price you can afford.
Now, with Allstate as our owner, you can have even greater confidence in your selection of Esurance.

Our Owner
Allstate is the nation's largest publicly held personal lines insurer. In business for more than 80 years, this
Fortune 100 company has total assets exceeding $130 billion and an A.M. Best financial strength ranking
of "Superior" (A+).

What You Can Expect From Esurance

In the modern world, consumers like you expect options. At Esurance we meet that expectation by
providing you with advanced online and mobile tools, 24/7 customer service from helpful experts, and
numerous channels of communication. We're here to help however you choose to reach out, be it with a
phone call, an email, or through Facebook and Twitter.

Esurance continues to offer the same great prices, superb support, innovative tools, and vital info. Now,
we just do it with the backing of a longstanding industry leader committed to helping us continue to
evolve your car insurance experience.

Esurance Current Marketing

Insurance Shouldn't Be Painful

Esurance is an Allstate Company

Program Overview

Geographical Coverage
ARS (Allstate Roadside Services) will provide Emergency Roadside Assistance in all 50 United States
and the 10 provinces of Canada.
Customer Identification

Policy Number

The Policy Numbers contain 4-digit ALPHA character prefix, followed by 9-numeric digits, for a total of
13 characters. The 4 digit ALPHA character will consist of PA (Personal Auto) or MC (Motorcycle) plus
the state code for personal auto, while the 9-digits is the policy number.

For example, in CA:

Auto – PACA001234567
Motorcycle – MCCA123456789

Note: Nine digits are unique; ARS can search by just the nine digits. However, use caution with
Motorcycle – may create duplication issues between Auto and Motorcycle

 If the customer only provides a 7 digit policy number, insert two zeros in front of the policy
number.

Policy Holder Lookup

Emergency Road Service (ERS) calls come directly into the call center Rescue Associates (RAs). These
calls do not go through the Vail system.

After the Greeting, ask the caller for the policy number.
If the policy number is not found, RAs can search by these additional ways:

 VIN or Serial Number of the vehicle

 Insured's first and last name, State and Zip Code

If the record is still not located using any of these search methods, the RA must get a verification of
coverage from the LRU (Esurance's Loss Recovery Unit).

 RA places the customer on hold

 RA contacts the LRU at 877-781-4814, available 24 hours a day, 7 days a week

 RA must give the following information in this format to the LRU:

o Customer's name and address as it appears on their policy
o Date and time of the roadside disablement event
o Vehicle involved - year and make (The model and VIN are optional)
 o Customer's policy number

 The LRU team member will "Authorize" or "Deny" ERS coverage after completing the
verification process

 RA must record in the comments section the:

o LRU team member's First and Last Name
o Policy Number
o Full Vin

RA returns to the customer and either dispatches or offers PPU, based on the LRU's decision.

Phone Numbers/LCD Read Outs

Esurance Customer Service: 800-378-7262

Esurance Emergency Roadside Assistance:

 Auto: 877-508-4131
 Motorcycle: 877-687-2067

Esurance LRU (Do not give out this number): 877-781-4814

Greeting
"Good Morning/Afternoon/Evening. This is [your name].
How can I assist you today?
Are you Safe? Are you in a safe location?
May I have your name and callback number in case I need to reach you?"
IVR Scripts

When an policyholder dials the Esurance Emergency Road Service phone number, the IVR prompts are
as follows:

Greeting

 Thank you for calling Esurance Roadside Assistance. Please listen closely to the following 3
options before making your selection.

 If you are calling for the first time, and your vehicle is currently disabled requiring roadside
service, please press 1.
o Call routes to the Call Center for dispatch.

 If you are calling to check on the status of an earlier service request, please press 2.
o Call routes to the Call Center for recall processing.

 For Claims Reimbursement information, please press 3.

 To submit an invoice for evaluation for reimbursement, please go to Esurance.com

o or call Esurance at 800-Esurance, that is 800-378-7262.

 For inquiries regarding reimbursement requests that have already been submitted, please call
Esurance at 800-926-1175.
 To repeat this message press 9.

Benefits and Services

Towing

The Esurance policy holder is covered up to their benefit limit of $75 ($100 in NC)
Towing Overmileage
Omni system will identify overmileage and the Customer will pay ARS directly for the overmileage by
major credit card at time of dispatch.
The cost of tolls on a toll road or bridge are included in the benefit limit. The Customer should not be
paying for tolls.

Accidents
If the insured is calling for a tow and has been involved in an accident, warm transfer the customer call to
the Esurance Accident team at 877-977-7024.

CAUTION: It is extremely important that RA is able to identify when customer has been involved in an accident
and transfer the call to Esurance Accident Team at 877-977-7024.

Scheduled Services
We currently do not offer scheduled services. If the customer wants to set up a service for a later time,
please advise them to call us 60-90 minutes prior to set up service.

Storage
We do not pay for any storage fees.

Towing Equipment

 Flat Bed
 Standard Wheel Lift
 Wheel Lift with Dollies

Service Providers
The initial search for the Service Provider is in the following order:

 ARS Primary Service Provider

 ARS Secondary Service Provider
 Out of Network Avoidance Procedure
 Out of Network

Vandalism
Towing due to vandalism is not covered.

 RA can offer to provide service as a Pay-Per-Use

Pay Per Use
For those vehicles or services that are not covered (Soft Service or Tow), should be offered the Pay Per
Use Program.

Jump Start
Auto Policy
Jump starts are covered under the Esurance T&L policy:

 When the RA determines the vehicle needs a jump start or the Customer requests a Jump Start,
the RA will have a Service Provider attempt to jump-start the vehicle battery.

 If unsuccessful, then towing arrangements are to be made.

Motorcycle Policy
If the motorcycle will not start, offer a tow, up to $100.

Tire Change
Auto Policy
A Tire Change is covered by the Roadside Coverage.

 When the RA determines the vehicle needs a Tire Change or the Customer requests a Tire
Change, then the RA will have a Service Provider come out to change the tire on the vehicle.

 Towing arrangements are to be made if one of the following situations occur:

o Spare Tire is missing
o Spare Tire is damaged (unusable)
o Multiple flat tires
o Initial flat tire change does not work

Motorcycle Policy
If a Motorcycle customer is in need of a tire change, offer a tow to the nearest service center.
Fuel/Fluid Delivery
For both Auto and Motorcycle Policies

Fuel Delivery and the cost of an Emergency Supply of fuel is covered up to the plan benefit limit.

 Delivery of up to 3 gallons of fuel.

 Fluid delivery can include oil, water, and coolant.

If fuel cannot be delivered, then the vehicle can be transported to the nearest gas station or location of the
customer's choice.

Steps to take to locate a gas station:

 Go on the Internet – Google Maps

 Search for the Disablement Pick-Up Address
 Find the nearest gas station to the disablement
o After locating the Disablement Pick-Up address on the map, enter 'gas station' as the
search
o Gas stations near the Disablement Pick-Up location will appear.

 Call the gas station to ensure that they are open (when applicable, confirm they have Clean
Diesel)
 Go back to the Disablement screen
 Remove the Service - Fuel Delivery
 Select and add the Service - Tow
 Select 'Gas Station' as the Disablement Drop-Off location in Omni.
 Enter the gas station name and address as the Disablement Drop-Off location in Omni.

Lockout

Auto Policy
The attempt to do a lockout service to the vehicle is covered under the Roadside Coverage.

Keys locked in the vehicle

 Roadside Assistance will make arrangements to send a lockout service to attempt to open the
vehicle.
 If the Lockout is unsuccessful, then the vehicle can be towed to the closest branded dealership, or
other location of the customer's choice (example, home if a spare key is at home.)
Keys are Missing/Lost

 The car can be towed home or to the closest branded dealership to have a key made at the owner's
expense.

Note: The customer is responsible for the over cost once their benefit limit is exhausted on the tow.

Motorcycle Policy
The attempt to do a lockout service to the vehicle is covered under the Roadside Coverage.

 Tow the vehicle to the nearest capable place of repair if the key is lost or broken.
 Program does not cover locksmith or replacement keys.

Winching

Auto Policy
When the vehicle can be reached safely from a normally traveled road or established thoroughfare, we
will provide Winching service to extract the vehicle from mud, sand, or a ditch with the use of one person
and one normally equipped truck, for no more than 30 minutes.

Vehicle must be 30ft or less from a paved road.

The cost of any additional equipment labor, or towing beyond the plan limit is at the member’s expense
and is not reimbursable.

NOTE: If the vehicle needs to be towed and initially needs to be winched, then this is Covered.

Motorcycle Policy
When the vehicle can be reached safely from a normally traveled road or established thoroughfare, we
will provide Winching service to extract the vehicle from mud, sand, or a ditch with the use of one person
and one normally equipped truck, for no more than 30 minutes.
Vehicle must be 100ft or less from a paved road.

The cost of any additional equipment labor, or towing beyond the plan limit is at the member’s expense
and is not reimbursable.
NOTE: If the vehicle needs to be towed and initially needs to be winched, then this is covered.

Coverage Area
The plan provides dispatch service for both Auto and Motorcycle Policies in the United States and for US
policy holders traveling in Canada.

Click on the following link to review the Canadian Dispatch process: RSA Canadian Dispatch Process

Coverage Vehicle

Auto Policy Covered Vehicles

Covered Benefits are for the vehicle listed in the policy and in Omni. This includes light, medium, and
heavy duty vehicles.
There are no convenience tows allowed within this program.

Motorcycle Policy Covered Vehicles

Vehicles covered by this plan are Motorcycle, Scooter/Moped, Snowmobile, ATV, UTV, Dirt Bike, Golf
Cart, and Segway.

RAs dispatch only for motorcycles (circled in red on the chart below).
All other vehicles are to be referred to the RFM (Regional Field Manager) on duty.
Claims
Claims for Auto Policies

Click on the following link to review the Calim limit for each State: Esurance Tow and Labor State
Benefit Matrix

Note: Coverage is per 6 month policy period. Some policies written in OH might show as a 12 month
policy.
The claim limits will also be listed within the Benefits section in Omni.

Note: GOAs do not count toward the claim limit.

Claims for Motorcycle Policies

Three claims per 12-month policy period.

Note: GOAs do not count toward the claim limit.

If the customer has reached his claim limit:

 RA places the customer on hold

 RA contacts the LRU at 877-781-4814 (do not give this number to customer)
 LRU advises if the service should be PPU, and the customer submits his service receipt for
review by Esurance Claims Department.
o This process is required so Esurance Claims can send policyholder a decision letter, if
applicable

Reimbursements

Beginning 3/15/2019, please use the updated reimbursement process below for Esurance Tow & Labor
calls.
(Includes auto and motorcycle events)

Esurance customers can submit a request for ERS reimbursement via fax, mail or email.

 Fax: 800-641-6822
 Email: LRU@esurance.com
 Mail:

Esurance Rapid Response

PO Box 5250
Sioux Falls, SD 57117

Inform the customer that the request must include the following documentation:

 Policy Number, Customer Name, Contact Information (phone number, email address, etc.)

 Receipt:
o On Provider Letterhead and/or contains Provider Information:
 Name of provider
 Contact information for provider
o Indicating vehicle information and type of service performed:
 Year, Make, Model, VIN (optional)
 Tow, lockout, jump start, etc. Once the documentation is received, a claim will
be opened and processed by an Esurance adjuster. This typically takes 24-72
hours. If the customer has additional questions on this process or a previously
submitted reimbursement request, please ask them to contact Esurance customer
service. Esurance Customer Service phone number is: 800-378-7262
Restricted Roadway
A Restricted Roadway is a road where a specific service provider (tow truck) is contracted with the
Roadway Authorities to perform all services on that roadway. ARS is not capable of contracting service
on the Restricted Roadway and does not know who is the current contracted Service Provider.

If the Customer, Service Provider, Local Authorities or the RA determine the customer is traveling on a
"Restricted Roadway", service must still be provided. The tow in this situation is in two parts.

 The vehicle needs to be transported (by the Restricted Roadway Service Provider) off the
Restricted Roadway to a location where a contracted Service Provider can pick-up the vehicle and
transport to the drop off location.

 The contracted Service Provider transports the vehicle to the drop off location (follow towing
parameters referenced above).

Click on the followin link to review the Restricted Roadway dispatch process: RSA Restricted Roadways
Dispatch Process

Rental Car

Rental Vehicles
Effective 10/23/18 rental vehicles are now covered by Esurance Towing & Labor.

A customer's roadside benefit transfers to the rental vehicle they are driving if roadside service is not
included or wasn't purchased for the rented vehicle.

Before providing service, ask the customer if they purchased roadside service or if it is an included
benefit for the rented vehicle.

Sample script:
“Before we can proceed with setting up service, we suggest using the roadside benefit available through
your rental company. Was roadside service purchased or is it available for the rented vehicle?”

 Roadside service purchased/included – sample script: “Please contact your rental company, and
they can assist you in setting up service.”
 o If the customer insists on setting up service with Esurance T & L, follow the script below
and proceed with dispatching service.

 Roadside service not purchased/not included – sample script: “I would be happy to set up service
for you…”
o Proceed with dispatching service.

Remember to add a note in Comments stating the vehicle was a rental.

Phone Numbers and LCDs

Tow and Labor Transfer Numbers

Esurance Emergency Roadside Service

 Auto: 877-508-4131
 Motorcycle: 877-687-2067
 Esurance Customer Service: 800-378-7262
 Esurance LRU (Do not give out this number): 877-781-4814

LCD Readout for Tow and Labor

Voiance Language Services
Voiance Language Services: 1-855-435-2340

 See Voiance Language Services section for the site-specific pin number.
 This line is to assist the CSR with non-English speaking Customers. Follow the instructions on
the Voiance Language Services.
 See Voiance Language Services instructions.

Provider Hotline Partner Transfer Sheet

SAC (Sears) Roadside Assistance 1800-323-5880

Click on the following link to review the Partner Transfer List:

 Provider Hotline Partner Transfer Phone Number Sheet

Provider Hotline

U.S. Provider Hotline Number

1-800-582-6626

Click on the following link to review the Provider Hotline Transfer process:
 Provider Hotline Transfer Guidelines

Click on the following link to review the Provider Hotline IVR Prompts:
 Provider Hotline IVR Prompt

Dispatch System Procedures

Standard Dispatch Process

Click on the following link to review Omni Training Material PPP – Reference PPU, Motorcycle, Med/Heavy Duty:

 Omni: Esurance Tow and Labor Training Material

Out of Network

Click on the following link to review the Omni Out of Network process:

 Omni Digital Out-of-Network Process (ProLink Assist)

Recalls

Click on the following link to review the Omni Recalls process:

 The Recall Card

Canadian Dispatch
Click on the following link to review the Omni Canadian Dispatch process:

 RSA Canadian Dispatch Process

Restricted Roadways

Click on the following link to review the Omni Restricted Roadways process:

 RSA Restricted Roadways Dispatch Process

Over Cost/Over Mileage

Click on the following link to review the Omni Restricted Roadways process:

 Omni: Member Over Mileage

Other Procedures
Damage Complaints
Escalations for Tow and Labor
If the customer is requesting to speak to a supervisor:

 RA should try to obtain as much information as possible to assist in de-escalating the situation
 RA should involve their supervisor or team lead as appropriate

If a customer insists that they have coverage, even after the LRU team denies their eligibility, the RA
needs to inform their team lead. In turn, the team lead or supervisor will send an email to
esurance.escalations@allstate.com

In the email, the supervisor should include the following:

 Customer's policy number

 Customer's name & address
 Customer's phone number
 Type of service that is needed
If the customer wants to escalate an issue to Esurance, the RA is to take down the following information
and provide it to their team lead:

 Policy number
 Policyholder's name
 Best M-F day time contact #
 Complaint/Issue

Emails should be sent to claimscustomerservice@esurance.com

Note: This email box is monitored 8AM-5PM Monday-Friday.

Non-Call Center Action complaints should also be entered in Omni Escalations for our Customer First
Team, or if the customer is requesting a call back to address a complaint.

RA should include the policy number, policy holder's name, best time to reach the customer, along with
their phone number, as well as the complaint.

Note: Please advise the customer that they will be contacted within five business days.

Damages
If the customer states that the provider damaged their vehicle, please provide them with the service
provider's phone number to discuss the damages.

Do not fill out a complaint in Omni as we are to redirect the customer to talk to the provider directly.
In the event of escalations, please engage your supervisor for assistance on filling out a CMT escaltion.

Partner Procedures

Tow and Labor Coverage Verification

If the customer's information does not pull up in Omni and the customer states that they have roadside
coverage, the RA is to call the Esurance LRU team at 877--781-4814 to verify coverage.

[Place the customer on hold]

ARS will need to provide the Esurance LRU team with the following information:

 Customer's name
 Customer's address
 Vehicle Involved (Year, Make, Model), and VIN #
 The customer's policy number
  The date and time of the ERS event

Scripting:
"Hello, this is ____ calling from Allstate Roadside Services. We have an Esurance customer in need of
roadside assistance. I am unable to pull up their roadside coverage. Will you be able to confirm if they
have emergency roadside coverage on their policy?"

[Capture the employee's name and phone extension]

The Esurance representative will "authorize" or "deny" ERS coverage after completing the verification
process.

The ARS representative will need to document the Esurance employee's name and extension.

If the Esurance employee authorizes service:

 RA is to engage their Team Lead to over ride the PPU box when selecting non-customer.
 RA is to document the Esurance employee's name and extension number and reason for the over
ride.

If the Esurance employee denies service:

 RA is to inform the caller that they do not have roadside assistance coverage on their policy
 RA is to offer PPU to the caller as an alternative

Esurance Secondary Vehicle Services

Introduction
Click the link for the Esurance Secondary Training Document

Beginning in February of 2019 the Esurance Vehicle Assistance Service program will be available to
Esurance Claims Representatives to request roadside service for vehicles that have been involved in an
accident.

CAUTION: Esurance Secondary events are NOT handled by the Esurance Tow and Labor process. In the the
event that you receive a call where the customer has been involved in an Accident, warm transfer the call to
the Esurance Accident Team at 877-977-7024.

The vehicles will typically be located at one of the following three types of disablement scenario
locations:
  Accident Scene: Vehicle is still at the location where the accident occurred. This type of scenario
is referred to as an “Accident Request”.

 Customer Home (Other Customer Location): The vehicle has been moved from the scene of an
accident to a customer controlled location (i.e. Customer’s Home). This type of scenario is
referred to as a “Simple Secondary Request”.

 Tow Yard/Storage/Impound Facility: Vehicle has been transported from the scene of an accident
to a tow yard, storage lot or impound lot. This type of scenario is referred to as a “Complex
Secondary Request”.

Escalation Procedures

Escalations for Tow and Labor

If the customer is requesting to speak to a supervisor:

 RA should try to obtain as much information as possible to assist in de-escalating the situation
 RA should involve their supervisor or team lead as appropriate

If a customer insists that they have coverage, even after the LRU team denies their eligibility, the RA
needs to inform their team lead. In turn, the team lead or supervisor will send an email
to esurance.escalations@allstate.com

In the email, the supervisor should include the following:

 Customer's policy number

 Customer's name & address
 Customer's phone number
 Type of service that is needed

If the customer wants to escalate an issue to Esurance, the RA is to take down the following information
and provide it to their team lead:

 Policy number
 Policyholder's name
 Best M-F day time contact #
 Complaint/Issue

Emails should be sent to claimscustomerservice@esurance.com

Note: This email box is monitored 8AM-5PM Monday-Friday.

Non-Call Center Action complaints should also be entered in Omni Escalations for our Customer First
Team, or if the customer is requesting a call back to address a complaint.

RA should include the policy number, policy holder's name, best time to reach the customer, along with
their phone number, as well as the complaint.

Note: Please advise the customer that they will be contacted within five business days.

Damages
If the customer states that the provider damaged their vehicle, please provide them with the service
provider's phone number to discuss the damages.

Do not fill out a complaint in Omni as we are to redirect the customer to talk to the provider directly.
In the event of escalations, please engage your supervisor for assistance on filling out a CMT escaltion.

Esurance On Demand
Esurance on Demand offers Pay-Per-Use roadside assistance at competitive rates to non-policyholders
and customers who have not elected for Tow and Labor coverage.

Keywords Esurance Program Overview, Esurance T&L

Solution ID
200929092355880
Last Modified Date
10/01/2020 03:50:23 PM
Refresh Date:
09/29/2021 12:00:00 AM
Status
Published
Taxonomy
Allstate Roadside Services > Partner Portal > Esurance
Author
jesps

Upland RightAnswers Portal - Version 2020R1.1