At Your Service—Wherever You Are
Nobody plans on taking a detour because of a vehicle that needs service. But if and when a driver needs to pull over because of a check engine light, flat or other car trouble, you can trust that our roadside assistance program has their back—and yours.
WEX Roadside Assistance from Shell Fleet Solutions is free for all cardholders, and gives you—and your team—the peace of mind you need when on the road.
Offered in partnership with National Automobile Club (NAC), our program offers:
- 24/7/365 assistance for drivers across the U.S., Canada and Puerto Rico
- Service with one toll-free call or digital service request
- Aid to any vehicle class or equipment
There’s no cost to enroll, and when an employee does need to pay for service, everything is automatically put on their Shell Fleet Solutions card—no out-of-pocket expenses are incurred. Drivers may even be eligible for preferred rates at select service providers.
Activate Roadside Today
Make sure your coverage is activated before someone needs to use it. Sign up via Shell Account Manager today.
Roadside Assistance FAQ
What are the charges for Roadside Assistance?
The costs per service incident can vary, depending on the incident and location of the service. The average Base Service* costs are:
- Passenger/Light Duty per incident from $65.00 to $120.00 depending on mileage.
- Medium Duty per incident from $85.00 to $165.00/hour, portal to portal, 1-hour minimum.
- Heavy Duty per incident from $165.00 to $275.00/hour, portal to portal, 1-hour minimum.
*Rates can vary based on the nature of the service problem, towing distance and length of time for service.
Do I need to enroll to use the National Automobile Club (NAC) Roadside Assistance program?
You do not need to enroll your account, but you will need to make sure the Purchase Controls on individual cards are set up to allow Roadside purchases. You can add the Roadside option to both Fuel Only and Custom Control cards.
Can I set a dollar or transaction limit on my fleet card for Roadside Assistance?
No, all service cost limits are handled by the driver and their supervisor. Service requests that involve excessive tow miles, high costs for a specific vehicle class or other unusual parameters are flagged for additional review. In extreme cases, NAC may ask the driver to seek explicit approval from their supervisor prior to dispatching service.
How will my drivers know where to call for assistance?
To keep the NAC phone number handy, go to the Roadside Assistance online tool and print the Roadside program contact cards.
How does my driver pay for the service?
NAC will bill all charges to the Shell Fleet Solutions card. If the Shell Fleet Solutions card is not available at the time of service, they will need to obtain the account number, the card number, driver identification number and expiration date from their supervisor in order for NAC to provide service.
Exception – Lockout Service: The driver will be required to provide a supervisor’s or fleet manager’s name and phone number, and will be asked to call NAC when the vehicle has been unlocked to provide the card number.
What information will my drivers be asked to provide when they call NAC for service?
When drivers call the dedicated toll-free number, they will be asked to provide the Shell Fleet Solutions account number, card number, driver identification number and card expiration date. The NAC dispatcher will then ask for year, make, model and color of the vehicle, vehicle license number and odometer, contact phone number and the nature of the breakdown, location information and when requesting tow service the tow destination.
If my vehicle needs work after it is towed to a location, what is the authorization process?
Once the vehicle arrives at a location, the NAC transaction ends. Any services you request from the location need to be authorized as a separate transaction on your card and would be subject to any parts and service purchase controls you may have set.
How will NAC charges appear on my invoice and in my reporting?
Roadside charges will appear in the “Non-fuel” section of your Vehicle Analysis Report with NAC listed as the brand.
How quickly will these charges appear on my account?
It could take up to two billing cycles to see Roadside Assistance charges on your account.
Will I be charged a fee if my driver is able to get the vehicle back on the road before the provider arrives to service the vehicle?
If your driver calls back and cancels the service before a provider is dispatched, typically within 15 minutes, there will be no charge.
What if I already have arrangements for roadside service?
If you already have roadside services as part of a vehicle’s warranty coverage or a contract with another provider, you still might want to select the Roadside Assistance option as an alternative in cases of emergency or for service when your manufacturer’s coverage expires. You will need to communicate to your drivers that they should contact their primary roadside assistance provider first, since we will not be able to reimburse you if a driver contacts NAC in error.
What if I want to have the vehicle towed to a service location of my choice?
If the vehicle needs to be towed, NAC will coordinate towing the vehicle to the service location your driver provides to the NAC dispatcher.
How long will it take for the tow service to respond?
On average, a very high percentage of services are completed within 60 minutes. Factors that can affect response times are time of day, weather, traffic, severity of the disablement and the distance of the tow.
Where can I request a receipt of service?
Service receipts can be requested by sending an email to firstname.lastname@example.org. It can take up to one business day to receive your receipt.