Roadside assistance and damage cover are different services
An assistance number tells you who to call; it does not necessarily establish which costs are included. Separate help getting moving from financial protection for vehicle damage.
Use the specific procedure for What to do if you lose rental car keys or A warning light appears in your rental car. Assistance availability should not be confused with a guarantee that every cost is included.
Compare event categories
Ask about mechanical faults, punctures, a flat battery, lost keys and misfuelling separately. Determine who arranges help and whether any service charge remains payable. Hertz’s US product information distinguishes roadside services from vehicle damage protection; check your own supplier and country rather than adopting those terms.
Know the authorisation route
Before using an outside recovery company, contact the supplier or its appointed assistance provider unless immediate safety needs dictate otherwise. Save the case number and instructions. A successful tow does not answer how repair costs or an optional protection claim will be assessed.
Compare help, transport and payment separately
For a puncture, ask who arranges assistance, who authorises a repair and how passengers continue. Then check which costs are included under the relevant terms. A service that sends help may still leave a charge to assess; a damage product may not arrange the practical roadside response.
| Check | What to record |
|---|---|
| Assistance | Who sends help? |
| Continuation | What approved transport or replacement is available? |
| Costs | Which items are included and which need assessment? |
Your practical checklist
- Store the assistance number outside the vehicle.
- Check who can authorise repairs or recovery.
- Ask whether replacement transport is included or separately assessed.
The question to resolve before you proceed
Which costs are covered, and which service only arranges the help?
Reference: Hertz: protection products (US example). Checked 14 November 2026.
Explore the full topic in Understanding rental cover and responsibility.
