To see the answers to Road Assist questions, click on the question.

Why is there a charge for Road Assist coverage on my auto insurance?

Shelter previously provided a complimentary roadside assistance service, but there were limitations to the program and it has been discontinued. We are offering an improved option through Agero, a service provider, as a coverage within the auto policy now, and there is a charge that will occur as auto policies renew. If you have any vehicles that have not yet upgraded to the paid coverage, the limited roadside assistance and towing is included at no additional cost until the policy renews. At that time, you can choose to keep the paid coverage or opt out. If you would like to have the coverage removed or learn more about the improvements and what the cost will be for the two different Road Assist options, please contact your Shelter Agent or call 1-800-SHELTER (1-800-743-5837).

If I don’t want the new and improved service, can I go back to the complimentary coverage?

No - the previous coverage is being discontinued, so it will no longer be available. If you do not want the Road Assist coverage, contact your Shelter Agent or call 1-800-SHELTER (1-800-743-5837) to opt out. If you opt out after the coverage has been added, it will be considered a policy change and you will receive a refund.

What is included with my Road Assist coverage?

If your policy has been upgraded to the paid coverage and you did not opt out, roadside assistance for battery jump start and fuel assistance, flat tire and lock out service, towing and more is covered. Electric Vehicles (EVs) are covered too! If you still receive the complimentary roadside assistance service, these options are included with limitations. You can request service all day, every day in the United States. If you require roadside assistance outside of the U.S., our partner’s services are not available. Some limited roadside reimbursement may be available depending on whether Shelter’s auto policy coverage is in force outside the U.S. (Please note that Shelter’s mobile app and the My Shelter account options may not be available outside of the United States.)

What are examples of services not covered under Road Assist?

Cost of parts and fuel, repair shop services, and towing due to illegal parking, impoundment or other violations of the law are not covered. In addition, it does not cover towing if your vehicle needs to be towed due to an accident.

How much Road Assist coverage can I receive?

If your policy has been upgraded to the paid coverage and you did not opt out, Road Assist offers two levels of coverage—Basic and Premium. The basic plan covers up to a 50-mile tow and up to $100 of coverage per incident. The Premium plan covers up to a 100-mile tow and up to $200 of coverage per incident. Please note, usage of Road Assist is considered a claim under both paid coverage plans. If you have any vehicles that have not yet upgraded to the paid coverage, we provide up to $100 reimbursement per incident and approximately 7 miles worth of towing service through Agero. Restrictions apply. See your policy for additional details.

Can I receive Road Assist if I’m in an accident?

If you’re involved in an accident, report a claim and the vehicle towing will be handled through the claims process if you have the required coverage. If you need to file a claim, you can do so by calling 1-800-SHELTER (1-800-743-5837) or logging on to your My Shelter account to report it. You can also file a claim through Shelter’s website or the My Shelter app.

Can I be reimbursed for towing charges I pay out-of-pocket?

Although Road Assist should be available 24/7, there may be times when you have to request a tow service and pay for it out-of-pocket. If that happens for a covered vehicle in a situation that would have been covered by Road Assist, you can request reimbursement up to the limit of the level of coverage purchased. Please contact your Shelter Agent for more details. If you remain on the complimentary roadside assistance, the process is the same and they can submit a request for reimbursement.

What if assistance will not be available anytime soon?

If Agero does not have a resource available to assist you with a tow, you may contact another provider and submit the cost for reimbursement – but only up to the level of coverage you purchased. That would either be $100 or $200 - depending on which coverage option you chose. For customers still on the complimentary service, the reimbursement option is available up to $100.

Does Road Assist cover motorcycles, motorhomes, antique/classic cars and house trailers?

Yes, contact your Shelter Agent for more details.

Do I need roadside assistance?

Having Road Assist may provide peace of mind if you're worried about being stranded after your car breaks down. You can also receive assistance with flat tires, jump starts and other problems on the road. Ask your Shelter Agent how this coverage can help protect you and your family.

What is the difference between using the Road Assist service and being reimbursed for my own tow?

If your policy has been upgraded to the paid coverage and you did not opt out, Agero's basic service covers customers up to a 50-mile tow OR they can use the reimbursement option up to $100. Keep in mind that a 50-mile tow will typically cost more than the $100 available reimbursement - which is why this service is a real benefit to Shelter's customers. Customers with the premium option can receive either up to a 100-mile tow through Agero or $200 reimbursement. Customers who are still on the complimentary service typically are eligible for approximately 7 miles worth of towing service through Agero or $100 reimbursement per incident for some limited services. Restrictions apply.

I cannot get a ride with the tow truck driver. What am I supposed to do to get a ride?

We hope this doesn't happen, but if it does and you did not opt out of the Road Assist coverage, our Road Assist partner (Agero) will provide a voucher for Lyft (a ride share service), if it is available in your area. The voucher is only available to customers who receive assistance through our Road Assist partner and is not eligible for reimbursement. Some restrictions apply. This option is not available for customers on the complimentary roadside assistance service. You can request the ride through Lyft’s app, if Lyft is available in your area. Agero will send you an SMS (text) message with a voucher code that can be used in the Lyft app so we recommend having it installed on your phone.