Tow service level requirements

Tow destination and service standards

Towing timelines and service standards vary according to the following tow destinations:

Central Estimating Facility (CEF)
claims office
repair facility, and
salvage facility.

CEF destination

The following table outlines the service level requirements that apply to vehicle tows from a tow compound to CEF in the tow company's local service area.

When the vehicle condition is...	And the tow request is placed...	Then the tow company ...
repairable	during regular business hours	Must deliver a vehicle to CEF within 24 hours of tow request.
repairable	after 3:00 p.m.	Can charge an additional day of storage.
an obvious total loss (OTL)	during regular business hours	must deliver a vehicle to CEF within 48 hours on an appointment basis, and cannot charge an additional day of storage after the date of request.

Claims office destination

The following table outlines the service level requirements that apply to vehicle tows from a tow compound to a claims office in the tow company's local service area.

When the tow request is placed...	Then the tow company must...
during regular business hours	deliver a vehicle to a claims office within 3.5 hours of the tow request.
3.5 hours prior to closing time of local claims office	not charge additional storage rates after midnight.
3.5 hours after closing time of local claims office	charge additional storage rates after midnight, and deliver the vehicle to the claims office by 11:00 a.m. the next business day.

Repair facility destination

The following table outlines the service level requirements that apply to vehicle tows to a repair facility in the tow company's local service area.

When the tow origin is from...	And the tow request is placed...	Then the tow company must...
CEF	before 12:00 p.m.	pick up the vehicle within 4.5 hours of the tow request, and deliver the vehicle before 4:30 p.m. the same business day.
CEF	after 12:00 p.m.	deliver the vehicle by 11:00 a.m. the next business day, and notify repair facility that vehicle has been delivered.
A claims office	before 2:00 p.m.	pick up the vehicle within 2.5 hours of the tow request, and deliver the vehicle before 4:30 p.m. the same business day.
A claims office	after 2:00 p.m.	deliver the vehicle by 11:00 a.m. the next business day, and notify repair facility that vehicle has been delivered.
A tow compound	before 2:00 p.m.	pickup the vehicle within 2.5 hours of the tow request deliver the vehicle before 4:30 p.m. the same business day, and not charge additional storage rates after midnight.
A tow compound	after 2:00 p.m.	deliver the vehicle to the claims office by 11:00 a.m. the next business day not charge additional storage rates after midnight, and notify repair facility that vehicle has been delivered.

Salvage facility destination

The following table outlines the service level requirements that apply to vehicle tows to a salvage facility in the tow company's local service area.

When the tow origin is from...	And...	Then the tow company ...
A claims office	the tow request is placed 5.5 hours prior to the claims office closing time, and the salvage facility has or does not have 24 hour acess	Must deliver the vehicle within 24 hours of the tow request.
CEF	the tow request is placed during regular business hours, and the salvage facility has 24 hour access	Must deliver the vehicle within 24 hours of the tow request.
A tow compound	the tow request is placed during regular business hours, and the salvage facility has 24 hour access	must deliver the vehicle within 24 hours of the tow request, and cannot charge an additional day of storage after the date of request.
A tow compound	the tow request is placed during regular business hours, and the salvage facility does not have 24 hour access	Must deliver the vehicle within 24 hours of the tow request.
A tow compound	the tow request is placed after 12:00 p.m., and the salvage facility does not have 24 hour access	Can charge an additional day of storage.