24/7 Help Line — You're covered any time, any day.
🚗 Roadside (833) 251-5689 📋 Claims (877) 483-2610
From The Side of the Road to Back on It

Here's exactly what happens when you call.

This isn't insurance with paperwork. It's a phone call to a real person who handles the rest. Below is the play-by-play of what actually happens — including timing, who you talk to, and what they'll ask you.

Get Help Now → Walk Me Through It
Which Number?

Two numbers. Two simple rules.

You have two numbers to remember — and one easy rule for which to call when. Either way, a real human picks up in about 22 seconds.

Call This If You're Stuck
(833) 251-5689

Roadside & Emergency Dispatch

Use this number any time your car can't move you. The roadside team will be in motion before you finish describing what happened.

  • Won't start — battery, ignition, no idea
  • Flat tire — with or without a spare
  • Locked keys in the car / lost keys
  • Out of gas
  • Stuck in mud, snow, sand, ditch
  • Broken down at the side of the road
Call This For Everything Else
(877) 483-2610

Live Diagnostic & Claims Line

Use this number for any non-emergency. A live operator diagnoses what's going on, coordinates a shop visit, and handles direct billing with the repair facility.

  • Scheduled oil change, brakes, battery
  • Strange noise or warning light
  • You already got a quote and it seems high
  • You want a second opinion on a diagnosis
  • Questions about your coverage
  • Anything else not on the left side

Pro tip: if you're not sure which to call, call (877) 483-2610. They'll route you correctly.

The Six Steps

From "uh oh" to "all done" — step by step.

This is the play-by-play. Same six steps every time, every claim type. What changes is the order and timing — but the steps don't.

1
It Happens · You Call

You dial. A real person picks up.

You call the line. A live operator answers — usually inside 22 seconds. No phone tree, no robot. They're trained to handle both emergencies and routine claims, and they're calm whether your car is on the side of the highway or sitting peacefully in your driveway.

What they'll ask
Your name. Your employer's name. The year/make/model of the vehicle. What's going on.
What you do
Breathe. Answer the questions. If you're stranded, tell them your location (cross-streets, parking lot, mile marker).
What's next
Emergency? They route you to roadside dispatch. Everything else? They hand you to a Car Coach.
Timing
~22 second wait. ~5 minute intake.
2
Expert Opinion · Live Diagnostic

A licensed mechanic is on the line.

For diagnostic calls, a licensed mechanic comes on the phone (or FaceTime video if it helps). They walk you through what you're seeing or hearing. Surprisingly often, the answer is "you don't need a tow — that's a sensor, drive it home and schedule a check." When it's a real issue, they hand you to the Car Coach.

What they'll ask
Symptoms. Sounds. Warning lights. What you've already tried. When the issue started.
What you do
Describe what's happening in plain English. Don't worry if you don't know mechanic terms — they're trained to translate.
What's next
Resolved on the spot, OR escalated to a Car Coach for shop coordination.
Timing
~5-15 minutes on the diagnostic call.
3
Car Coach Takes Over

One person owns your claim, end to end.

If the issue needs a shop visit, a Car Coach takes over and stays with you through the rest of the process. The Coach arranges the tow (if needed), picks an in-network shop, sets up direct billing, and coordinates transportation for you if you need to get to work or home.

What they'll ask
Where to take the car. Where you need to be. What time you need transportation arranged.
What you do
Provide drop-off info. Tell them your work address if you need a ride. Stay reachable by phone.
What's next
Tow truck or shop appointment confirmed. You'll get the driver's contact info and ETA.
Timing
Tow arrival typically 45-90 minutes. Appointment scheduling immediate.
4
Diagnosis & Repair Plan

Shop checks it. Your Coach reviews it.

The repair facility diagnoses your car and builds a repair plan. Before any work begins, the shop sends the plan to your Car Coach. Your Coach reviews every line. They challenge inflated labor hours, unnecessary parts, and "while you're in there" upsells. If the diagnosis seems off, they pull in an ASE-certified second opinion before authorizing anything.

What the shop does
Full diagnostic, parts and labor estimate, expected completion time.
What the Coach does
Reviews every charge. Negotiates pricing. Catches unnecessary work. Calls you with options if the bill exceeds coverage.
What you do
Stay reachable. Coach may call to confirm choices.
Timing
~1-4 hours from arrival at shop.
5
Approval · Usually Same Day

Green light. Work begins immediately.

Once the Coach approves the final plan, authorization is sent to the shop and work begins. Direct billing is set up — the shop bills ACE directly, so you don't front the money or wait on reimbursement. 96% of claims are approved within one hour of plan review.

What happens
Authorization sent. Direct billing arranged. Work starts.
What you do
Get transportation home from the shop if needed (Coach arranges). Wait for completion notification.
What's next
Shop notifies Coach when work is done. Coach notifies you to pick up.
Timing
96% of claims approved within 1 hour.
6
Done · Pay · Pickup · Roll

Car's done. ACE pays the shop. You drive away.

This is the part everyone likes best. Repair complete. ACE pays the shop directly — up to your coverage maximum. If there's a portion you owe (your 20% on mechanical repairs, or amount above the annual cap), you settle that with the shop at pickup. Otherwise: you just pick up the keys and drive.

What you pay
Your portion only (typically 20% on mechanical repairs, or zero on covered maintenance and roadside).
What you do
Pick up the car. Drive away.
What's next
Nothing. The claim is closed. The shop has been paid.
Timing
Same day for most maintenance and minor repair. Longer for major work (transmission, etc.).
Walkthroughs

Three common situations start to finish.

Scenario A · Scheduled Oil Change

A simple maintenance visit.

The situation: Your oil light came on. You want to use one of your three covered oil changes.

Step 1 · You call: Dial (877) 483-2610 from your couch. No emergency.

Step 2 · Coach books it: Coach finds an in-network shop near your home or work. Books an appointment. Sets up direct billing.

Step 3 · You go: Drop off the car, kill an hour, pick up the car. Shop bills ACE.

What you pay: Nothing. Total time invested: 60-90 minutes including travel.

Scenario B · Dead Battery

A roadside save.

The situation: 7:15 AM. Won't start. You need to be at work by 8.

Step 1 · You call: Dial (833) 251-5689 — the roadside line.

Step 2 · Tech dispatched: Operator dispatches roadside immediately. ~45 min ETA. Coach calls your employer about your timing if you want.

Step 3 · On-site fix: Tech tests battery. Dead. They replace it on the spot, or jump it and recommend replacement at an in-network shop later.

What you pay: Nothing. Total time: under an hour. Total stress: low.

Scenario C · Transmission Trouble

A bigger repair.

The situation: Car shifts hard. Eventually won't shift. You're now 30 miles from home with a sick transmission.

Step 1 · Roadside tow: Call (833) 251-5689. Tow arranged. Coach calls your work.

Step 2 · Diagnosis & review: Specialist shop diagnoses transmission. Quote: $3,200. Coach gets ASE second opinion, negotiates down to $2,400.

Step 3 · Authorization & pay: ACE pays $1,000 (annual cap). Coach helps you split the remaining $1,400 with the shop, with transportation arranged for the 4 days of repair time.

What you pay: $1,400 — but without ACE, this would've been $3,200 of pure surprise.

Before You Dial

What to have ready before you call.

You don't need a policy number or a card. No app to download, no portal to log into. Just have these few things ready and the call will be efficient.

Required · Every Call

Your name & employer.

Full name and the company you work for. That's how they look you up — no member number needed.

Required · Every Call

Vehicle year, make, model.

e.g. "2014 Honda Accord." The license plate isn't needed. The VIN isn't needed. Just the basics.

Required · Every Call

What's going on.

One or two sentences describing the issue. "Won't start." "Brakes squealing." "Need an oil change." That's enough to start.

If You're Stranded

Where you are.

Cross-streets, parking lot name, mile marker, business address — whatever you can give. They'll use GPS if needed.

If You Need a Ride

Where you need to be.

Your work address, your home address, or wherever transportation needs to drop you. They'll coordinate.

If You Already Have a Quote

The repair estimate.

If a shop already gave you a quote, have it in front of you. Coach will review it line-by-line and tell you if it's fair.

Claims FAQ

Questions about the process specifically.

Do I need a member number or a card?
No. Just your name and your employer's name. Everything else they look up.
What if the shop refuses to bill ACE directly?
Tell your Car Coach. The Coach calls the shop and works it out — either by setting up direct billing on the spot, or by routing you to a different in-network shop nearby. You should never have to pay out-of-pocket for a covered service and chase reimbursement.
What if I don't trust the shop's diagnosis?
Tell your Coach you'd like an ASE-certified second opinion. The Coach gets an ASE tech on the phone or video to review the diagnosis. Surprisingly often, the original shop is recommending more work than the car actually needs.
What about my deductible?
For most maintenance and roadside services, there's no deductible. For mechanical repairs under the Repair Assistance Program, you pay 20% of the covered amount (ACE covers 80% up to $1,000/year). Anything over the annual cap is your responsibility, but the Coach often negotiates pricing down before you ever see the final number.
What if the repair costs more than my coverage?
Your Car Coach will explain the cost split before any work begins. ACE pays its portion directly to the shop. The remaining amount is yours. The Coach may also negotiate the total down further or help you split payment with the shop. You always know what you owe before work starts — no surprises.
What if I need transportation while my car is in the shop?
Tell your Coach. They'll coordinate transportation — typically a ride to work, home, or wherever you need to be. For longer repairs (multi-day), rental car arrangements may be available depending on your plan tier.
What if it's a holiday or middle of the night?
Both phone numbers operate 24 hours a day, 7 days a week, 365 days a year. Roadside dispatch runs around the clock. Major repair shops may not be open on holidays, but emergency roadside (towing, jump-starts, lockouts) is always there.
Can I use a mobile mechanic instead of a shop?
Yes, for certain services. Wrench's mobile mechanics come to your home or workplace. Best for simpler repairs (battery, brakes, oil) and great when you can't be without the car for a day. Call your Coach before booking so they can coordinate the visit and direct billing.
What if I want to use my own mechanic?
You can. The Coach will coordinate with any licensed repair facility, in or out of network. In-network shops (RepairPal certified) bill ACE directly — that's the cleanest path. Out-of-network shops sometimes require a slightly different billing process, but the Coach handles it.
If Your Car Just Had a Moment

One Call. A Live Operator. They diagnose. They coordinate. You're done.

Roadside & Emergency
Tow, jump, lockout, flat, fuel
(833) 251-5689
24 hours a day · 7 days a week
Live Diagnostic & Repair Line
A real operator diagnoses your car and coordinates the repair
(877) 483-2610
24 hours a day · 7 days a week

Live operator picks up in 22 seconds. 96% of claims approved within one hour. No phone tree. No runaround.

Save These Numbers

Now you know the process. Save the numbers.

The hardest part of using a great benefit is remembering you have it. Add both numbers to your phone now — when the moment comes, you won't be Googling for them.

📞 Call Claims · (877) 483-2610 🚗 Roadside · (833) 251-5689
📞 Tap to Call Claims · (877) 483-2610