RETAILER ROADSIDE ASSISTANCE CENTER

1-866-858-8962
QUICK REFERENCE GUIDE

The Jaguar Retailer Roadside Assistance Center (RRAC) has been created by Agero to enable Retailers to easily coordinate
roadside assistance for their customers. A dedicated toll free number allows for Retailer-only requests/inquiries related to
roadside assistance, including:
• Dispatch 24/7/365 roadside service for your customers: • Check on the status of a customer or retailer claim
- Flatbed Towing Services to the nearest Jaguar reimbursement
dealership from the disablement site or an additional • Report or inquire about a vehicle damage resulting from a
50 miles beyond that to an alternative dealership roadside service provider
should the Owner so choose. • Nominate a local tow vendor
- Battery jump start
- Tire change using Owner’s spare • Customer perception that their dealership is “totally” taking
care of their vehicle issue
- Fuel delivery up to 3 gallons
- Lockout service (excludes key extraction and key • Increase your CSI
replacement)
- Accident Towing (aluminum body only)
- Winch out (no recoveries)
- Across the U.S. and Canada

IN THE EVENT OF A CUSTOMER DISABLEMENT:

For roadside assistance services, Retailers call 1-866-858-8962 and give the:
• VIN • Delivery location (dealership address) • Disablement reason
• Owner name • Disablement location • Owner contact phone number

BEST PRACTICES FOR VEHICLE DAMAGE PROTOCOL:

At time of drop off *:
Tower/Service Provider should
– Make every effort to have retailer personnel acknowledge
condition of the vehicle
Service Department should
– Always inspect vehicle for damage
– Note and point out prior damage to customer/Service
Provider
To Report a Damage
– Tow related damages should be reported immediately to
the RRAC
– A damage file will be created and a coordinator will
contact the customer and/or retailer within 48 hours
– Some typical items needed for a complete damage report:
photos of the damage, estimate for repair, statements
from parties involved, and a signed damage report by the
owner of the vehicle.
- Missing items can stop the claim from proceeding
- Completed repairs are still subject to the liability
decision
- If you or the customer does not hear from a
coordinator in a timely fashion please call the RRAC
and request this matter be escalated to the Jaguar
Account Manager.
• There is a 30 day limit to report any damage claims, starting
from the date the vehicle is towed into the retailer.
• There is a 1000 mile limit to report any undercarriage damage,
starting from the mileage reported when the vehicle was towed
to the retailer.
• Any claims reported after the above time/mileage limit will not
be eligible for review.
* If retailer allows overnight drop off, the vehicle should be
inspected first thing in the morning.

TO RE-UNITE A JAGUAR WITH THE OWNER:

Any vehicle towed to a retailer for a warranty related disablement within 6 months of the start of a customers new
vehicle warranty is eligible for a re-unite, regardless of whether the customer is eligible for ETE benefits for the incident.
• Contact the Jaguar Retailer Roadside Assistance Center (RRAC) at 1-866-858-8962 and follow all command prompts.
• Provide the RRAC Representative with customer name, complete VIN, your name and contact information.
TO FLATBED TOW TO A FACILITY OUTSIDE PROGRAM
GUIDELINES:
If you have determined that a vehicle requires to be delivered to a facility outside the Jaguar Roadside Assistance
Program benefits, follow these steps to effectively complete the request:
Step #1 • Provide the RRAC Representative with customer name,
• Contact the Jaguar Customer Relationship Center (CRC) complete VIN, your name and contact information and
at 1-800-452-4827 option 9. the case number from Step #1.
• Provide the CRC Agent with the reason/necessity of the • Please note, a RRAC representative CANNOT perform
guideline extension. this process without a case number provided by a
• If approved, the CRC Agent will provide a case number. CRC Agent.
Step #2
• Contact the Jaguar Retailer Roadside Assistance
Center (RRAC) at 1-866-858-8962 and follow all
command prompts.

To relocate an eligible XK or XJ vehicle, as a When it is ready, to return to dealership from

result of an accident, to the Authorized Aluminum
Repair Center when it is ready (whether you requested the
initial tow into your location or not)
Contact the Jaguar RRAC at 1-866-858-8962 with VIN,
vehicle color, license plate, disablement reason
(Accident), dealership name, address/location, contact
phone number and delivery address of Authorized
Aluminum Repair Center.
Authorized Aluminum Repair Center:
For flatbed towing only, contact the Jaguar RRAC at
1-866-858-8962 with VIN, vehicle color, license plate, disablement
reason, disablement location, delivery location (dealership
address), Owner name and Owner contact phone number.
For special equipment/covered carrier request please contact
the CRC for approval. Then please allow 72 hours advance
notice, and contact:
Dean Germinara, Sr. Client Services Manager
Agero
Direct Line: 1-781-306-3112
dgerminara@agero.com

TO NOMINATE A PREFERRED TO REQUEST A CLAIM

TOW VENDOR: REIMBURSEMENT:
Retailers have the opportunity to nominate a preferred • Obtain all original receipts from tow vendor
tow provider. • Include copy of Vehicle Repair Order to document
A preferred tow provider will be called first if a customer is the vehicle and customer information and substantiate
disabled within 30 miles of that provider’s facility. To nominate the dispatch
a preferred tow provider:
• Please go to www.JLRRoadsideReferral.com and enter: • Write a brief explanation as to the reason a local (non
contracted) vendor was used
– Tow vendor’s name(s) and phone number(s)
– Tow vendor’s mailing address • Provide retailer name, location code, contact & address
• The information will be forwarded to the appropriate information for payment processing
Network Regional Manager • All documents should be mailed to the following address:
• The Network Regional Manager will work directly with the Jaguar Roadside Assistance
nominated tow vendor Attn: Claims
– Not all preferreds will be eligible for the program. PO Box 9145
Evaluation can be based on Agero performance Medford MA 02155
metrics, eligibility in the area, and the overall
program structure.

For all questions, concerns or to report customer feedback or complaints regarding roadside
assistance, please contact The Retailer Roadside Assistance Center 1-866-858-8962
OR
Dean Germinara, Sr. Client Services Manager
Agero
Direct Line: 1-781-306-3112
dgerminara@agero.com
Services are provided by and/or through Cross Country Motor Club, Inc. Medford MA 02155, except in Alaska, California, Hawaii, Oregon, Wisconsin, and Wyoming
where services are provided by and/or through Cross Country Motor Club of California, Inc. , Thousand Oaks, CA 92130.
© Cross Country Motor Club, Inc. 8/13