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Member Reimbursement

IMPORTANT NOTES: If CAA/AAA service is not available, a Member may acquire their own service, pay for it and submit the original invoice to CAA North and East Ontario (CAA NEO) within 30 days. A scan of your paid invoices and receipts must be emailed to ersreimbursements@caaneo.on.ca within 30 day of service.

Please read all of the information below to know what is and isn't covered for reimbursement purposes. Note that your claim will be denied if it is not submitted within the 30 day window.

Eligibility Requirements

A Membership is personal and covers the Member when driving or riding in a vehicle that becomes disabled. To ensure that CAA Members receive quality road service, CAA/AAA has contracted qualified facilities to provide Members with Roadside Assistance 24 hours a day, 365 days a year.

If CAA/AAA service is not available, a Member may acquire their own service, pay for it and submit the original invoice to CAA North and East Ontario (CAANEO) within 30 days. 

If the CAA/AAA service was available but not used, reimbursement consideration will be made at the local contract station rate, subject to approval by CAA NEO.  CAA NEO will reimburse the Member for the service normally provided under the Membership.  In instances where the CAA contractor’s access is legally restricted (e.g. toll road, limited-access highway), full reimbursement will be provided for towing back to the service facility or nearest exit.

Please note: The name on the receipt must match the Member’s name. Storage fees are not eligible for reimbursement. Reimbursement amount is determined by the Membership level.

For the protection of our Members, services cannot be provided to an unattended vehicle.

The CAA Member, not a designate, must be present at the time roadside service is provided.

CAA reserves the right to limit or suspend services during extreme weather events; to re-assign a Membership category; or to cancel a Membership if services are being misused. CAA reserves the right to limit towing to the nearest available place of safety under severe weather conditions.  If a vehicle is in a safe place, CAA reserves the right to service the vehicle only after the heavy demand and/or weather condition has passed.

CAA also reserves the right to change benefits and policies regarding Memberships.

CAA reserves the right to refuse service: if the conditions are unsafe to the service provider or if the CAA employee or contractor is subjected to harassing or destructive behaviour of any kind. If information provided to Roadside Assistance team members is deliberately inaccurate, this could be cause for termination of the membership. 

Click Here to Download the Reimbursement Form

Send these documents to the following address:

CAA NEO
Attention: Reimbursements
P.O. Box 8350 STN T CSC
Ottawa, ON K1G 3T2

or email us at: ersreimbursements@caaneo.on.ca

The following reimbursement considerations apply:

  • CAA Member that is named on Membership must be present with vehicle at time of service.
  • Member must submit an official receipt that bears the business name/logo address and phone of the qualified, registered Auto Service or Towing Facility. Generic or handwritten receipts will not be accepted.  Cash register receipts are not acceptable.
  • Original receipt must bear the name of the Member and be signed by the Member.  Altered receipts will not be accepted.

Severe weather conditions such as extreme cold, snow, heat and flooding can impact service times. Road service may be temporarily suspended.

Roadside assistance services not covered by your Membership include:

  • Transportation to and/or from your disabled vehicle. (Note that CAA will help make arrangements for you, at your expense.)
  • Collision towing, where the policy of an insurance company owned by a provincial Crown Corporation operating exclusively within a province preempts CAA service.
  • Second or additional trips by a service person on any one call. Second or additional trips include re-tows from a residence or a non-garage to a repair facility, re-tows from a repair facility to a repair facility and re-tows from a repair facility to a residence. CAA will not tow a repaired vehicle from a garage.
  • Abandoned vehicles, towing to a salvage yard, a vehicle that either needs or has failed a safety inspection, or a vehicle impounded due to a legal infraction.
  • Vehicles that are not plated, not licensed, not insured, or that are currently not legal to drive.
  • Towing out of a dealership.
  • Service to a vehicle willfully driven into an area not regularly travelled, e.g., vacant lot, open fields, beaches, private or recreational roads, yards, gravel, mud or snow-filled driveways or alleys (CAA service personnel will not shovel snow), construction sites, unmaintained roads, frozen bodies of water and ice roads, fire routes or other locations that cannot be accessed safely. CAA service personnel reserve the right to assess the road and determine its accessibility.
  • Service to vehicles used in competition at races or drag races.
  • Transportation of vehicles or trailers from one place to another where there is no mechanical issue. This includes moving trailers from one campground to another or to a residence. Destination trailers or park model trailers are not covered under any level of CAA Memberships.
  • Service to school buses and vehicles for hire; including taxis, limousines, Lyfts, Ubers, and similar.
  • Vehicles that are being used as courier or delivery vehicles.
  • Vehicles modified from original manufacture's specifications are not covered under any Membership.
  • Vehicles that have been raised, lowered or have oversized tires are not covered under any Membership (winter tires are not considered a modification).
  • Vehicles that have additional equipment such as (but not limited to) salt spreaders or water tanks or plow blades, are not covered under any Membership level unless the equipment is removed.
  • Charges for towing light-duty trailers may be the responsibility of the Member. Trailers, including motorcycle cargo trailers, are covered only by RV Memberships.
  • Impound and storage fees due to towing, as a result of infractions of local ordinances or laws. The CAA Membership does not cover towing out of an impound yard.
  • Loaded vehicles are not eligible for service. We may ask you to unload your vehicle or trailer prior to providing service.
  • If a second service driver is required, the service will count as two service calls. This includes (but is not limited to) a safety blocker, second winch truck, help loading a vehicle, and some tows out of an underground facility.
  • Members may not request flatbed service trucks. Some exceptions apply. CAA will always send a service vehicle appropriate to the situation, as per the AAA towing manual.
  • CAA roadside assistance is not provided for commercial fleets used to operate a business. Membership services cannot be used for mechanic garages, dealerships or used car brokers, or individuals buying, selling, or shipping vehicles.
  • Cost of parts, labour, and repairs.
  • The re-installation or re-connection of a drive shaft or any other equipment that needs to be removed or disconnected for service.
  • Damage to a locked vehicle resulting from an attempt to gain entry.
  • Windshield replacement or reimbursement costs, in the unlikely event that a windshield is damaged during Mobile Chip Repair service.
  • Loss, damages or unsatisfactory workmanship resulting from a roadside assistance facility providing the service. In most areas, roadside assistance facilities are independent business and are not employees of CAA or its affiliates.  CAA will help mediate between the Member and contractor should any vehicle damage complaints or repair work arise as a result from roadside assistance being provided by the contractor.  If your vehicle cannot be made operable by providing services as listed, CAA will assist you in finding the nearest operating place of repair.
  • Charges for services that exceed the benefits listed will be at the prevailing hourly service call rate or mileage rate of the region where service is provided. Rules and privileges of ERS are subject to change without notice. Members cannot use a second road service call to extend their towing distance for the same breakdown event.
  • Motorcycles are not covered under a Classic Membership. Motorcycles with or without a sidecar are covered under CAA Plus® and Premier® coverage. However, due to differences in service terms in the U.S., CAA Members should expect to pay for service provided to motorcycles while travelling in the U.S. and can submit original receipts to their Club for reimbursement. Motorcycle service is not provided between December 1st and March 15th, or if there is snow on the ground or the temperature is below 0 degrees C.
  • Service on a vehicle with a dealer's plate/permit, a farm plate/permit, or a service plate/permit.
  • Service to a vehicle/trailer deemed, by the service provider, as unsafe and not roadworthy, or in an advanced state of disrepair.
  • New Memberships or upgrades cannot be used for service on pre-existing accidents or breakdowns.
  • A CAA Membership does not cover towing a vehicle in or out of storage, in or out of a garage bay, or from one location on your property to another. We will also not provide other services on a vehicle in storage.
  • Service to a vehicle displaying advertisements or logos, so as to appear (in the service provider's sole judgment) to be used in connection with a business.
  • Service limitations may apply when travelling in the U.S. Service acquired in the U.S. may be paid for and consideration for reimbursement can be sought from CAANEO. In the U.S., the initial call must be placed with AAA in order to register the incident and begin the service process.
  • If a Member requests a tow further than 100 kilometres away from their place of residence, CAANEO reserves the right to review the call and contact you to advise of your options, including selecting a closer garage.
  • Bringing gas to a Member at or near an open gas station.