Last updated 2026-05-27
Tow service level requirements
A list of service level requirements that apply to vehicle tows.
Tow destination and service standards
Towing timelines and service standards vary according to the following tow destinations:
The following table outlines the service level requirements that apply to vehicle tows from a tow compound to a claim centre in the tow company's local service area.
Tow request Requirement The tow must be requested during regular business hours. The tow company will deliver a vehicle to a claim centre within 3.5 hours of the tow request. The tow must be requested 3.5 hours prior to closing time of local claim centre. The tow company does not charge additional storage rates after midnight. The tow must be requested is placed 3.5 hours after closing time of local claim centre. The tow company will- charge additional storage rates after midnight, and
- deliver the vehicle to the claim centre by 11:00 a.m. the next business day.
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.
Tow origin Tow request Requirement claim centre The tow must be requested before 2:00 p.m. The tow company will - 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.
claim centre The tow must be requested after 2:00 p.m. The tow company will - deliver the vehicle by 11:00 a.m. the next business day, and
- notify the repair facility that the vehicle has been delivered.
Tow compound The tow must be requested before 2:00 p.m. The tow company will - pick up 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.
Tow compound The tow must be requested after 2:00 p.m. The tow company will - deliver the vehicle to the repair facility by 11:00 a.m. the next business day, and
- notify the repair facility that the vehicle has been delivered.
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.
Tow origin Tow request Requirement claim centre The tow must be requested 5.5 hours prior to the claim centre closing time. Note: The salvage facility may or may not have 24-hour access.The tow company must deliver the vehicle within 24 hours of the tow request. Tow compound The tow must be requested during regular business hours Note: The salvage facility has 24-hour access.The tow company - must deliver the vehicle within 24 hours of the tow request, and
- cannot charge an additional day of storage after the date of request.
Tow compound The tow must be requested during regular business hours. Note: The salvage facility does not have 24-hour access.The tow company must deliver the vehicle within 24 hours of the tow request. Tow compound The tow must be requested after 12:00 p.m. Note: The salvage facility does not have 24-hour access.The tow company can charge an additional day of storage.