InsureandGo USA

May 13th, 2014

insureandgoPlanning Your summer vacation? Don’t forget to pack your travel insurance!

On April 1, 2014 InsureandGo USA, a sister company of Road America, celebrated its first anniversary offering travel insurance to US travelers. The company offers travel insurance covering through its website: www.insureandgousa.com .  The company helps travelers understand the benefits of travel insurance while providing the ability to obtain a quote online, select a plan for coverage, and purchase their travel insurance policy online. There is no need to wait for your Policy documents to arrive in the mail as they are available for immediate download and review after you complete your order. InsureandGo USA offers a wide range of plans that can service just about every traveler. Plans are provided for the leisure traveler, sports traveler, and business traveler with coverage for both International and Domestic travel. Families can save even more when they choose to purchase a Gold or Platinum plan as coverage for two children under the age of 18 is provided per traveling adult at no additional charge. During the past year InsureandGo USA has received a very positive response from travelers as evidenced by customer reviews on their website. The company currently holds a 5 of 5 Star rating based on consumer feedback with Trust pilot, an independent third party review company.

All plans offer the following valuable coverages:

·         Trip Cancellation-pays 100% of your non-refundable trip costs if you cancel your trip due to a covered reason.

·         Trip Interruption-pays up to 150% of your non-refundable trip costs if your trip is interrupted due to a covered reason.

·         Baggage & Personal property- reimburses you for lost, stolen or damaged baggage and personal effects.

·         Emergency Medical Coverage- covers medical expenses if you are sick or injured while traveling

·         Emergency Medical Evacuation- provides coverage for air ambulance and medical transportation if you are sick or injured

·         24 hr. Emergency Travel Assistance- provides assistance anywhere in the world

  • including referral to the closest medical facility, coordination of hospital admission, monitoring your condition and more

At InsureandGo USA, travelers can get great coverage at surprising low prices. So before you head off on that great summer vacation, be sure to visit www.insureandgousa  .com.

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Road America’s Digital Dispatch

May 13th, 2014

Dispatch_AnywhereRoad America’s full Digital Dispatch solution interacts with all the major Digital Dispatch providers in the US using a Road America designed Digital Dispatch web service that conforms to the de facto DD XML standard.

Digital Dispatch is an Internet Technology developed in the US specifically for Motor Clubs providing roadside assistance to consumers that is based on a de facto Digital Dispatch XML standard adopted in the early part of the last decade by many of the companies that provide dispatch solutions to towing companies. In the US the major companies in this field are Beacon Software (Tow Magic), Tracker Management Systems, Rangers SST, etc. These companies converged on a digital dispatch standard for Web Service communication that allows Motor Clubs in the US to automate the process of contacting a tow provider company. This is what digital dispatch is all about. It eliminates the human interaction from a call center with the tow service provider, in the provider selection step of providing service to a customer. Digital Dispatch provides a completely automated cloud service to place a request for service with a tow provider, obtain acceptance, and provide all the required information directly to the tow provider dispatch application for the service to be accepted and performed. Road America’s Digital Dispatch streamlines the process with more accuracy and a shortened dispatch time.

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Road Assist Offers Valuable Benefits to Members

May 13th, 2014

160940353-2Calls to service repair facilities often result in frustration and confusion. The Repair Assist program provides members with access to ASE Certified Automotive Technicians who offer their unbiased expertise to help a member confidently remedy a mechanical failure and get back on the road as quickly as possible

  • Road America’s repair specialists will speak with the service repair facility representative to help the member determine the following more effectively:
  • Is the estimated cost for the repairs to be performed represent a fair price to the member?
  • Is the vehicle being properly diagnosed for repairs necessary?
  • Is the vehicle at the right type of facility for these required repairs?

Members simply call Road America to access an ASE, RVIA certified mechanic to assist in answering their basic auto, motorcycle or RV related basic repair questions.

Product benefits:

  • Locator – Direct a customer to a qualified repair facility
  • Estimator – Validation of diagnosis & recommended repairs
  • Second Opinion – Ensures charges are at fair market price
  • Mechanical Diagnosis – Identify potential issues afflicting the automobile
  • Technical Assistance – Identify solutions to questions and potential issues
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12 Driving Tips for a Safer Summer

May 13th, 2014

Safe summer driving tips

Before you begin your trip to the beach or a long road trip with the family, be safe this Summer season by taking a few minutes to review road travel safety tips offered by Road America to help you arrive safely:

  • Check your tires for wear or damage.  Treads are considered worn out at 2/32” and can be checked by inserting a penny into the tread. If part of Lincoln’s head is is covered by the tread, you have more than 2/32” of tread depth remaining.

  • Check your owners manual or certification plate on the edge of the driver’s door for recommended tire pressure.  Too little tire pressure will eventually cause dangerous tire failure, reduces fuel efficiency and reduces the life of the tire.  Checking tire pressure on hots days can be deceiving, so check the pressure in the morning before driving.

  • Make sure your spare tire is properly inflated, if traveling for long distances in remote areas consider a spare full size tire as the temporary tires have a lifespan of only 50-100 miles.

  • Avoid driver fatigue by limiting the hours behind the wheel or sharing the driving with someone else.  According to a study by Virginia Tech Transportation Institute, fatigue is a cause of 20% of accidents.

  • Don’t speed.  On a long trip, it can be  tempting to speed on remote open roads, but not only is it reckless, it can take emergency responders longer to discover an accident and reach you.  Every minute can be critical in emergency situations, so don’t take any chances.

  • When traveling with children, check that baby seats are properly fastened and secured in the back seat.  Find a child car seat inspection station near you.  Certified technicians will inspect your child car seat, for free in most locations, and will show you how to install and use the car seat correctly.

  • Do not use your phone or text while driving.  Pull over if you have to make an important call.  Research studies by the American Psychological Association show that when drivers use cell phones, whether hands-free or hand-held, their attention drops and driving skills become even worse than if they had too much to drink.

  • Focus on the road, driver distraction accounts for nearly 80% of all accidents.  Many things we don’t think about as distracting can instigate the split second timing it takes to get into an accident.  Prepare your trip ahead of time by taking care of the details before you leave so you can focus your awareness on safe driving.

  • When traveling with pets be sure to keep them constrained in the back seat so they do not distract the driver.  Car safety harnesses are available in pet stores and keep both pets and passengers safe.

  • Never leave pets in a parked car in the Summer months-not even for a “few minutes.” Not only is it against the law in many states, temperatures inside can reach 120 degrees within minutes even with the window cracked, and because animals do not perspire, this can very quickly lead to dehydration, brain damage or even death for your pet.

  • Keep an emergency roadside kit in your car.  Jumper cables, first aid kit, and a flashlight are some of the items you should have in your car at all times.  Roadside assistance can be a lifesaver, but there are times when your cell phone may be out of range and a roadside kit can help you get back on the road.

  • Keep a cell phone car charger at all times in your center console or glove compartment.

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Customer Service Week

December 9th, 2013

Road America, alongside Federal Assist and Insure and Go, recently participated in a national event aimed to honor those who support and care for customers with the utmost professionalism. The success of a business  is centered on the satisfaction of their customers, and in return for their contribution, these individuals deserve to be honored.

Road America participated in Customer Service Week in October 2013, in two locations, Miami, Florida, and Columbus, Georgia. The Event was a weeklong celebration filled with food, prizes, and games. Each day had a new theme varying from Health Awareness Day to Throw Back Thursday and Social Friday. Every event had the same goal, to praise those that provide outstanding customer service on a daily basis.  The events of the week were designed to promote health and increase overall morale of the participant.

 Road America is passionate about encouraging healthy lifestyles for its’ workforce. Day one of Customer Service Week was a great example. Health Awareness day involved eating healthy snacks and being active, and participants were encouraged to take the stairs or walk to their destination. In an effort to support  Breast Cancer Awareness, participants were also encouraged to wear pink and bring cookies, cakes, and ribbons to sell, with the proceeds going to the charity

The week included Sports Day, giving participants a chance to support their favorite sports teams by wearing their favorite jersey or team colors. Also Throw back Thursday and Social Friday were fun ways to end the week. Participants were able to indulge in snacks, wear attire from past decades and socialize.

Road America was proud to honor its workforce by participating in this national event. The employees that serve their customers deserve to be honored for the exceptional service they provide. Customer Service week also raised awareness of the importance of great service. These individuals are a key component to making any business a success and Road America, along with other companies, was excited to show their gratitude.

 

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Road America Celebrates 35 Years with Dennis Fantis

November 9th, 2013

Dennis Fantis has over 35 years of experience in the motor club industry and has developed and established client relationships with a large number of diverse industries.  Besides his many accomplishments and long career at Road America, Mr. Fantis is very involved in various industry related organizations, having served as Secretary of the National Automobile and Travel Organization (NATO) in 1993, and as President in 1994.

Having helped lead and successfully guide Road America through a growing, dynamic industry, Mr. Fantis has been a pioneer in opening new distribution channels in the financial services, wireless and retail automotive markets.  Today, he is one of the most active, knowledgeable, experienced and recognized leaders in the assistance services industry.

Mr. Fantis graduated from the University of Florida with a Bachelor of Science Degree in 1977.  After having been with Road America for 9 years in the Marketing and Sales Division, Mr. Fantis was promoted to Executive Vice President in 1987.  In 1997, Mr. Fantis was promoted to President of Road America.  In 2011, Mr. Fantis was again promoted to Deputy Regional Director of North America.

We sat down with Mr. Fantis and asked him a few questions about his many years with the company:

What do you remember about your first day at ROAD AMERICA?

Answer: Flying to Boston and being a part of the team that brokered the first Automotive OEM account, South East Toyota, to Cross Country Motor Club.

In broad terms, what have the main changes been at ROAD AMERICA in this quarter of a century?

Answer: Geographic expansion in North America and converting from a reimbursement model to a 24 hour/365 days ERS solution featuring a contracted network of independent service providers.

What have you learned professionally at the company in these 35 years?

Answer: First, to reach the next plateau of growth one must have the drive, guts and intestinal fortitude to succeed. Second, where there is change – there’s opportunity.

What is it like to work for a MAPFRE company in the United States?

Answer: It’s unique, especially with the America’s 500 years of Spanish influence and history. The responsibility to participate and assist in expanding and growing the MAPFRE brand in one of the most strategic markets in the world is an exceptional opportunity.

What are the most special moments you remember in these years?

Answer: There are three moments that stand out. The first moment was seeing the first Road America decal on a bumper of a car on an interstate highway in New Mexico in 1985. The second took place in January 2003 when Mapfre Asistencia acquired Road America.  And the third special moment was being promoted to Deputy Regional Director of North America in 2011.

Left to right

Top: Claudio Caggiano, Emmy Greer, Joseph D. Anderson, Julie Ann Dominguez, Kevin NeSmith, Bonnie Verhulst, Enrique Santos.

Bottom: Pablo Rossi, Daniel Garcia Vega, Dennis Fantis, Ernesto Munizaga.

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Road America Service Providers –
Preparedness to Respond During and After a Disaster

November 9th, 2013

Businesses of all sizes must be prepared to respond to emergencies and disasters of all types and roadside assistance companies are not an exception.  Disasters often cause businesses to temporarily close and cease operations which results in financial loss as well as interruption in servicing customers.  Besides avoiding this scenario, most roadside assistance companies will also attempt to capitalize on the potential of increasing service volume resulting from an emergency.

Road America Service Providers range in size and infrastructure which typically is a determinant of the level and capacity of their preparations for an extraordinary event.  Geographical base location generally determines how a company will prepare according to the risks and vulnerability involved.   Companies in Florida may prepare differently from those in California, for example, due to the characteristics and likelihood of potential natural disasters.

Without a doubt, the number one concern is safety, for customers, staff and the general public. Adequate training and proper equipment are essential for preparing employees to safely handle emergency situations.  Just as important is maintaining continuous communication between our dispatchers and those of our service providers and their drivers.  When questioned about what steps providers take to ensure that communication is preserved during an emergency, Road America’s Northeast Area Manager, Erin Bray cites the exemplary measures summarized below taken by one of our National Accounts, Pop A Lock of New York:  “Their Emergency generators are activated.  Ring times are shortened with overflow rolling to their Centex dispatch in Temple, TX.  In the event of a total outage, they have the ability to roll 40 lines at the flick of a switch to that call center.  In the event of internet outage, they have back up internet sites throughout five NY boroughs to set up a remote system for job assignments.  For Blackberry and or android outages, they have the ability to change their dispatch system over to text, SMS or G-mail.   If all these fail, they have navigators in each borough with whom the techs will report to and take services from via “old school” methodology.  During severe weather situations, they have a pick-up and delivery service for all dispatchers in all shifts…..”

According to PAL of New York owner, Carl Napolitano, the only time in 25 years of that they were forced to have an interruption in service, was during Hurricane Sandy and even then it was only for a few hours.  Backup systems and dispatch locations are not uncommon. “Catastrophic events will not impact our call center operations.  Every critical system has at least one level of redundancy.  Multiple dispatch locations are functioning today with plans to expand this year,” guarantees Auto Rescue owner Mike Inman in a company presentation with our team earlier this year as reinforcement of his commitment to Road America and our clients.

Another consideration in preparing for an emergency is the availability of extra fuel at a time when locally in the emergency area, supply will be scarce or non-existent.  “Typically in disaster areas fuel is the much needed commodity”, explains Jack Rabbit USA owner Ted Kaufman.  His company will arrange for fuel delivery to the affected area from nearby locations in order for their everyday operations to continue with normality.

To sum up, the measures taken by roadside companies to prepare for emergency situations are many and they vary from company to company and from location.  Hopefully, most will only need to practice and never have to implement them.

However, in case of an emergency and thanks to the dedicated work of our Provider Network Team, Road America is privileged to count on a highly reliable network of the top safety and organizational oriented providers in the industry to service our customers in a time of need.

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2013 Tow Show Beauty Contest

November 9th, 2013


The beauty contest is an annual event at the Tow Show.  This is no ordinary beauty contest.  The contestants are tow trucks!  This year’s beauty contest at the Tennessee Tow Show was sponsored by Road America.

Attendees from Road America:

Erin Bray – Provider Network National Account Manager

Tony Mejia – Provider Payables Representative – Mid America

RA’s Role – Judges of the tow truck beauty contest

Click here to download the TowTimes.com Road America PDF

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Road America at the NADA 2013

May 6th, 2013

The 2013 NADA (National Automobile Dealers Association) Convention & Expo was held in Orlando, Florida.  This year’s turnout was even greater than the year before which brought more than 22,000 people to Las Vegas, NV.

The NADA was formed in 1917 when 30 auto dealers successfully fought Congress not to impose a luxury tax on automobiles.  Their argument posed that a car is a necessity of American life, and not a luxury.  From that unified experience, the National Automobile Dealers Association was founded.  Today, NADA represents more than 15,000 new car and truck dealerships with 32,500 franchises around the world.

The NADA Convention & Expo is the world’s largest international meeting place of franchised new vehicle dealers with hundreds of exhibitors showcasing the latest in services, technologies and equipment.  An International Automotive Roundtable with J.D. Power focused on the issues and solutions impacting both current and future automotive operations. They provided insight into key topics of interest for Road America such as emerging trends, and successes in customer satisfaction.   Along with more than 50 workshops and an inspirational talk by Astronaut Captain Mark Kelly on how people work everyday to overcome challenges, entertainment was provided by the talented Cornbread Blues Band

Road America participates annually in the NADA Convention & Expo.  This year’s event was attended by Bismark Fernandez (Client Services Specialist), Maria Clemons (Deputy Director – Client Services) and Dennis Fantis (President – Road America, Deputy Regional Director – North America – MAPRE Asistencia)

 

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Our latest Employee Spotlight is on Jason Jones!

May 6th, 2013

Road America has selected Jason Jones to be in the Employee Spotlight for his outstanding contributions. 

Jason joined Road America in early 2012 as the Specialty Vehicle Manager.  His extensive experience includes more than 18 years in the Heavy Duty Fleet industry, including managing large national fleet accounts and successfully building a nationwide Fleet Mobile Repair company with over 100 locations.

“Jason’s vast experience in the industry translates to a remarkable understanding of the full range of procedures and techniques that are used and needed in the servicing of Specialty Vehicles. The knowledge he applies and passes on to our team is immeasurable.”- Miguel Cifuentes

Jason’s contributions to Road America are a great benefit to both his division and the company overall.  Jason successfully manages Road America’s Specialty Network of Providers, including Medium Duty, Heavy Duty, and Super Duty, Motorcycle and Secondary Towing.  His responsibilities include the daily recruitment and contracting of providers within our Specialty Network, which includes Towing, Road Service, Tire and Mobile Mechanics, along with the daily tracking of providers performance and complaints.  Jason also conducts internal Heavy and Super Duty training.

 

 

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