The Pitstop

OUR COMMITMENT TO QUALITY 

We are committed to maintaining a level playing field for all of our service providers. Our efforts to block those who do not adhere to the same rules as the majority help ensure fairness and integrity in our network. 

We know the vast majority of our network participants provide high-quality services to our clients and their customers while following our required contractual terms. Over the past 50 years, we have encountered a small number of service providers who have taken advantage of our processes. With new tools at our disposal, we can now more easily and quickly identify those service providers who operate outside of our requirements. These enhanced tools and processes will help us focus our collaboration and resources on the committed, quality providers who rely on 24 hours a day to deliver reliable service to customers in need. This article highlights some of our recent activities to improve our recruitment and service provider management services. 

PRIORITIZING EXCELLENCE 

We prioritize recruiting and onboarding only the best service providers in the industry. Agero's procedures help to deliver a resilient and reliable network, positively impacting customer experience, our clients' reputation, and Agero itself. Central to our strategy is the "See Something, Say Something" initiative, which relies on your input to identify and address negative performance or behavior. Feedback from Tow Shows and other service provider channels has emphasized the importance of customer safety, maintaining industry reputation, and working with a trustworthy organization - values that align with Agero's goals. Your vigilance helps us uphold these mutual standards. We firmly believe, as our providers do, that Agero is only as strong as our network. 

RIGOROUS ONBOARDING AND VETTING 

Agero's extensive provider onboarding and vetting processes ensure we only work with the most qualified and trustworthy professionals. Our comprehensive verification efforts confirm that providers are who they claim to be, possess the necessary items for compliance, and have a solid performance history. These efforts include...

• Thorough Verification: We are enhancing our efforts for verifying the providers' business legitimacy, including but not limited to confirming the storage and facility locations provided by vendors, the service provider's market presence, and other indicators of ongoing services. Though infrequent, we will continue to aggressively pursue entities that are setting up "phantom" operations. 
• Verified Tax Information, Insurance, OFAC Compliance, Etc.: As part of the onboarding process as well as ongoing monitoring, Agero reviews provider's tax information such as Tax Identification Numbers (TIN) and Employer Identification Numbers (EIN), Certificates of Insurance (COIs), and background check materials to make sure that the network participants have the appropriate structure and compliance measures in place, to protect both the service provider and the customers they serve. 
• Terms and Conditions: Applicants have to agree to our Terms and Conditions, adhere to our Code of Conduct, including the commitment to follow the policies set forth in our Agero Provider Handbook. 
• We also employ other measures to ensure compliance that are continuously being analyzed and updated. 

Once in our network, we're committed to ongoing fraud detection and management through our...

• Industry Resources: Once approved, each new provider is given a comprehensive onboarding packet. This packet covers everything from billing procedures, service requirements, quality standards, photo documentation, vehicle guidelines, safety training, and more. Agero makes available content from auto manufacturers and outside experts on vehicle features to keep in mind when providing towing services - this content is made available to all industry participants and not limited to the network. 
• Continuous Monitoring: Our dedicated network team continuously monitors our providers for quality, adhered to required processes, as well as any signs of improper activity. 
• Advanced Tools: Utilizing a combination of cutting-edge automation and human oversight, Agero is committed to leading the motor club industry in adopting new technologies and consistently improving processes to enhance our detection capabilities as behavior patterns change in market. 
• Rapid Response: In the event of urgent issues or situations involving disruption in service ability for our customers or their vehicles, Agero has a dedicated, experienced, cross-functional rapid response team on stand-by to address and resolve the matter promptly. 
• Regular Investigations: Through consistent case reports and investigations, we maintain a close partnership with the National Insurance Crime Bureau. Collaborating with carriers and law enforcement agencies, we collectively contribute to a comprehensive database for information sharing and cross-checking, further strengthening the security and professionalism of our service providers. In those rare cases where there has been fraud, Agero will take appropriate actions which may include referrals to the relevant authorities. 

...we strive for transparency in our fraud prevention efforts to build trust with legitimate service providers, ensure a reliable network, and encourage the reporting of suspicious activities. 

Agero is committed to blocking and removing bad actors and illegitimate companies from receiving dispatch opportunities, and we recognize your voice matters. You make a difference. We rely on our valuable service partners as our eyes and ears out on the road. If you notice anything out of the ordinary or suspicious, please report it to our Provider Advocate Group (PAG). By working together, we can uphold our mutually high standards, and ensure that our network continues to perform at the highest professional quality.