Roadside Assistance Myths: Top 5 Misconceptions Debunked
Roadside isn’t just our business; it’s our passion. Every year, we conduct a benchmark study to learn more about the evolving roadside landscape to better understand drivers’ attitudes and trends when it comes to roadside assistance.
In our 2023 benchmark research, we surveyed over 2,500 drivers and found that many consumers are misinformed about roadside coverage, causing misconceptions that actually pose a barrier to roadside usage and adoption. As a result, drivers aren’t utilizing services they’re paying for to their advantage, and end up taking on unnecessary costs – be it money, time or energy. In fact, findings show that of the 85% of drivers who have a roadside program, only 18% actually used their coverage during an event.
Here are the top five misconceptions of roadside assistance and how these misunderstandings are costing you more than what you pay (or would pay) for roadside coverage.
1. My chances of having a roadside event are slim to none.
Your chances of experiencing a roadside event is much higher than you think. Fifty-five percent of drivers we surveyed reported that they had at least one roadside event in the last 12 months. That means that just 1 in 2 drivers will need some sort of roadside assistance every year. Therefore, it’s not a matter of “if” you’ll experience an event, but “when”.
In addition, Electric vehicle (EV) owners are more likely to experience a roadside event than their internal combustible engine (ICE) cohort. Since EVs are heavier in weight and also have thinner tire treads to increase driving range, EV tires tend to wear out more quickly. Couple this with the fact that most EVs do not come with spare tires to help reduce overall vehicle weight, and the result is a 25% increase in the need for tows compared to ICEs.
Make sure you’re not caught off guard when that day comes–especially if you’re an EV owner. Take a look at your auto insurance or vehicle warranty to find out if roadside coverage is included in your policy. If it isn’t, reach out directly to your carrier or agent to learn more about how to add it. This can usually be done for the price of less than a cup of coffee per month. If you forgo adding coverage, paying out of pocket for one event could be more expensive than having peace of mind year-round.
2. Roadside assistance is just for the side of the road.
Due to its naming convention, many drivers associate roadside assistance with a car pulled over on a road or the shoulder of a highway. However, this is true for just 32% of all events. Surprisingly, more than half of all events actually occur at peoples’ homes (42%) or in public parking lots (26%).
As a result, recalling coverage during an event that isn’t on the road or highway doesn’t always come top of mind for drivers. The study shows that 34% of drivers don’t believe their coverage applies when they are in a parking lot, and 48% don’t believe they are covered if they are at home. Consequently, they’re turning to and paying for external services outside of their roadside plan to cover these events (for example, hiring a locksmith if they’re locked out at home when a majority of roadside plans cover home lockouts).
Don’t accrue additional costs for services you’re already paying for. To avoid this, make sure you understand the depth and breadth of your roadside coverage early and often. This won’t only help you recall coverage during events that happen at home or in parking lots, but will also help you remember that roadside is still applicable if your vehicle experiences a disablement off the road.
3. Roadside takes too long. I can get back on the road faster if I fix the problem myself.
Another major misconception drivers have about roadside is that waiting for professional help to arrive can take an undesired amount of time. Anecdotal stories from family or friends about having to wait hours for a professional to arrive on scene also contribute to this–even though, rest assured, these cases are the exception; not the rule.
Yet many decisions are based on this misconception. Only one in two drivers who experienced an event sought professional help. The other 50% either called a friend or family member for assistance, or performed the roadside repair themselves (DIY) because they thought it would result in a faster fix. However, it’s important to remember that seeking professional help is actually the fastest and most convenient way to get back on the road quickly and safely. Here’s why.
There are many dangers that exist in DIYing. Serious injuries, or worse, have occurred as a direct result of a DIY repair attempt gone wrong–especially in high-traffic areas or inclement weather. Service providers are trained to handle the dangers of roadside fixes and adhere to strict safety standards and regulations. Therefore, no matter what level of car repair expertise you have, it’s best to leave it to the pros.
4. Roadside is expensive. I can save money if I fix the problem myself.
Similar to the above, many drivers also believe that using roadside assistance will result in expensive out-of-pocket costs. Again, only 50% of drivers actually called a professional to help while the other 50% attempted to solve the problem themselves by DIYing or calling a family member or friend to assist with the belief that this would be a significant cost savings.
However, out-of-pocket costs aren’t an issue in the vast majority of cases. If the roadside event falls within coverage limits, the services your vehicle receives will not accrue additional expenses. Again, this is why it’s important to be familiar with what your coverage entails. While most roadside programs include services for flat tires, fuel delivery, winching, and home/vehicle lockouts, there may be limitations when it comes to towing distance or options for alternative transportation. Understanding the specifics of your roadside program will help you avoid unnecessary costs and set realistic financial expectations.
Additionally, as we mentioned above, DIY is not only dangerous, but can also become an unexpectedly expensive endeavor. If you don’t know the ins and outs of car mechanics, this can make the problem worse, resulting in additional repairs.
For all these reasons, using roadside assistance is still the most cost-effective option–especially if it’s already included in your policy. And even if it isn’t, the cost of adding it to your policy for an entire year is typically less than what you would pay out-of-pocket to resolve a single roadside event.
5. Using my roadside program counts as a claim and will affect my insurance premium
Lastly, drivers are weary about using their roadside coverage because they think it may count as a claim against them. Of the 27% of drivers who didn’t use roadside for an event, 14% attributed this behavior to the belief that it would impact their premiums. While many auto insurance carriers do not count the usage of roadside assistance as a claim, some carriers do have limitations on the amount of times you can utilize your coverage within a particular time frame; a practice put in place to prevent abuse of the program.
Again, the importance of knowing what your roadside coverage entails cannot be stressed enough. To ensure you understand what your carrier’s regulations are regarding usage limitations (if any), reach out to your agent or carrier directly. Don’t be hesitant to ask questions to get a comprehensive deep dive of how usage affects your policy–if at all.
You can then leverage this information to prepare you both mentally and financially for any future roadside events, rather than foregoing it altogether and losing benefits you’ve already paid for.
So the next time you have a roadside event (and you will–after all, 55% of drivers have an event every year), don’t fall victim to the misconceptions of roadside assistance programs. Remember that using your roadside coverage is actually the fastest, easiest, safest, and most time and cost efficient way to get back on the road and on with your day. Educate yourself (and your household of drivers) about the importance of understanding coverage options, policies, and limitations–including the best way to access and request assistance. Many carriers recommend using their mobile app for the most seamless roadside experience, since this connects drivers directly to the people dispatching help.
Make sure you download the app and familiarize yourself with how to navigate a roadside request so it’s at your fingertips in a time of need.
