Enjoy peace of mind with the no-stress card

Transcription

1 Enjoy peace of mind with the no-stress card MEMBER S HANDBOOK caaquebec.com October 2017

2 CAA-QUEBEC: YOUR PARTNER, EVERY DAY! FOR YOUR TRAVELS Discounted fees for visa service, travel agency, hotels, etc. Rewards in CAA Dollars at the Boutique and with the purchase of some trips Free travel literature and route maps* Trip interruption coverage (up to $1,500) Travel accident insurance (coverage up to $500,000) ON THE ROAD Roadside Assistance anywhere in North America Free Automotive Advisory Services Discounts at Vehicle Inspection Centres Extended warranty at Approved Auto Repair Services locations 5% back in CAA Dollars at Driving Schools AT HOME Free Residential Advisory Services Emergency referral service Residential lockout service Up to 5% back in CAA Dollars with Approved Suppliers Network of trusted contractors FOR YOUR INSURANCE 10% discount on auto and home insurance Exclusive coverage benefits with your travel, life, accident and health insurance + ONE OF THE MOST GENEROUS REWARDS PROGRAMS ANYWHERE. Enjoy discounts and CAA Dollars rewards at more than 3,000 points of sale in Quebec. Read this handbook as well as the Discounts and Privileges Guide to learn all about the benefits available to you. * Most documentation is free, but a select few guides are available for purchase only.

3 Table of contents GENERAL INFORMATION Your membership card... 2 Your CAA-Quebec confidential membership file... 2 Communications... 3 Reimbursement policy... 3 CAA-Quebec Magazine and the newsletter... 3 Public affairs... 3 caaquebec.com... 3 CAA Discounts TM and CAA Dollars... 4 Gift cards... 4 Service comments... 4 MEMBERSHIP OPTIONS CAA Classic... 4 CAA Plus... 4 CAA Premier... 4 CAA Plus RV and CAA Premier RV... 5 Additional members... 5 Membership advantages for each option at a glance... 6 ROADSIDE ASSISTANCE Service call entitlement... 9 Eligible vehicles... 9 Services Scope of service Service limitations Repair or Roadside Assistance cheque acceptance Excessive use AUTOMOTIVE Vehicle Inspection Centres Automobile registration and driver s licence Automotive Advisory Services CAA-Quebec Foundation CAA-Quebec Driving Schools School safety patrol program Child safety car seat verification network TRAVEL CAA-Quebec Travel Centres Planning tools Travel newsletter Car Trip Interruption protection Allowance for return of the vehicle BOUTIQUE Travel Boutique Residential Residential Advisory Services INSURANCE A full range of products APPROVED SERVICE NETWORKS Approved Auto Repair Services Approved Residential Suppliers CAA/AAA recommended hotels and restaurants TO CONTACT US caaquebec.com

4 CAA-Quebec, a not-for-profit organization, provides all of its members with peace of mind by offering them high-quality automotive, travel, residential and insurance benefits, products and services. General information Your CAA-Quebec membership coverage is personal and entitles you to a wide array of automotive, residential, travel and insurance services and privileges. It is valid for one year, and you have the option of renewing it automatically. A person cannot have two active Member Accounts at the same time. The membership fee amount is reviewed every year. When you renew, you may be entitled to a discount calculated according to your purchases and use of services (e.g., travel bookings, Roadside Assistance) during the three previous years. For half the price of a CAA Classic membership, members of your family can enjoy the same benefits as you (see Additional members on Page 5). Your membership card Your membership card is non-transferable and must be presented whenever you require assistance or information from CAA-Quebec or its partners. Your card gives you access to all the services, benefits and discounts offered by CAA-Quebec or its partners for your selected service option. Make sure you have it with you at all times. Membership in CAA-Quebec is a privilege. CAA-Quebec reserves the right to terminate that privilege in the case of members who: neglect to pay the membership fees on time; violate any provision of its regulations or policies; make excessive use of services available; or display conduct, activities or opinions deemed incompatible with the spirit of CAA-Quebec. Your CAA-Quebec confidential membership file In order to serve you better and maintain the privacy of your information, while providing you with personalized goods and services, CAA-Quebec will open a file that will include, among other data, information pertaining to your membership, your renewal, your requests for information from any of CAA-Quebec s departments, as well as information on goods purchased, services provided, discounts, benefits, goods or services made available to you by CAA-Quebec, its affiliates or, in some cases, its partners. Your membership file will also include complete information about other members enrolled in your account. Only employees or authorized representatives of CAA-Quebec, or persons authorized by you, may consult this file. We will not disclose your personal information to our partners or anyone else without your consent, except for companies affiliated with CAA-Quebec and suppliers of goods and services whose services have been retained for the purpose of performing certain tasks on our behalf. You have the right to consult your file and, if necessary, correct the information in it by writing to us at the following address: CAA-Quebec, Membership Department, 444 Bouvier Street, Quebec City, Quebec G2J 1E3. 2 CAA-QUEBEC MEMBER S HANDBOOK

5 Communications CAA-Quebec and its affiliates will occasionally wish to notify you of special offers, discounts or other benefits relative to its goods or services, as well as those of its affiliates and partners. These offers may be targeted based on your interests, the services you regularly make use of, or any other information about you that we possess and that enables us to inform you of offers likely to interest you. If, however, you do not wish to be informed of specific offers, simply write to CAA-Quebec, Membership Department, 444 Bouvier Street, Quebec City, Quebec G2J 1E3, or call us at Please be sure to mention which offers do not interest you. Reimbursement policy If you are not completely satisfied with your CAA-Quebec membership during the first 30 days following your payment, you may receive a reimbursement by calling If you made use of any services within those 30 days, their cost will be deducted from the amount of the reimbursement. CAA-Quebec Magazine and the newsletter As a CAA-Quebec member, you receive CAA-Quebec Magazine, published quarterly, and have access to the online version, with enhanced content. You also receive our monthly newsletter, sent via . Both the magazine and newsletter feature articles on automotive, tourism, residential and insurance topics, as well as all the latest news on CAA-Quebec, plus member-exclusive offers. Public affairs CAA-Quebec has always been active in the public arena, working to defend its members interests and engaging in any debate likely to have an influence on their well-being and, by extension, on that of all Quebecers. Sustainable mobility, transportation infrastructures, the environment, vehicle consumerism, public funding, taxation of motorists, road safety, travel and tourism, and insurance, CAA-Quebec is on the alert! caaquebec.com Visit the site for a host of information and tools concerning all products, services, discounts and privileges. You can also create your Member Account, where you can access your account, conduct transactions and download exclusive documents. For example, you can: view your CAA Dollars balance and a list of the services you have used; update your contact information and member profile; renew your membership; sign up for automatic renewal or subscribe to our newsletters; add coverage options or additional members; enrol or refer new members; order travel literature; order personalized route maps; download practical handbooks for the home; and much more! caaquebec.com

6 CAA Discounts TM and CAA Dollars See your Discounts and Privileges Guide or visit caaquebec.com for details on all the exclusive advantages CAA-Quebec has obtained for you from its many partners and for all the details about CAA Dollars. Gift cards CAA-Quebec gift card The CAA-Quebec gift card can be used to purchase any product or service offered at CAA-Quebec Travel Centres, our Vehicle Inspection Centre and Driving Schools (it cannot be used, however, for online or phone transactions). You can buy it at Travel Centres using a debit card or chip-enabled credit card. You can also redeem CAA Dollars to obtain one and order it online via your Member Account. Partners gift cards You can exchange your CAA Dollars for Couche-Tard gift cards, as well as New Look Eyewear and Approved Auto Repair Services 1 gift cards. To obtain your card, drop by a Travel Centre, 2 order online via your Member Account, or call to have it mailed to you. 1. No refund will be authorized. 2. Gift cards given upon presentation of the CAA-Quebec membership card and a piece of photo ID. Service comments We ask that you help us maintain the quality of our products and services by sharing any comments likely to enable us to continue improving them. You may communicate with CAA-Quebec at the following address: CAA-Quebec, Customer Experience, 444 Bouvier Street, Quebec City, Quebec G2J 1E3 or by at: info@caaquebec.com. Membership options See the comparative chart on Pages 6 and 7 for information about the benefits associated with the various options. CAA Classic the basic membership Enjoy superior peace of mind with the most comprehensive Roadside Assistance service, available 24/7, plus automotive, residential, travel and insurance advice, and a wide range of discounts and privileges. CAA Plus best value for money This option delivers several extra benefits for even more peace of mind on the road, plus free towing up to 160 km! CAA Premier for frequent travellers This option adds to the CAA Plus option and offers you a multitude of exclusive benefits, exceptional peace of mind on your holidays and when travelling on the road, and up to 500 km of free towing for one of the four yearly Roadside Assistance calls! 4 CAA-QUEBEC MEMBER S HANDBOOK

7 CAA Plus RV and CAA Premier RV for recreational vehicle users These options are advantageous if you use one of the recreational vehicles listed on this page. They provide access to four Roadside Assistance services that are specifically adapted to these vehicles, in addition to the four services to which you are entitled for your car. Members with either of these options get a 3 per litre rebate in CAA Dollars when purchasing fuel at Couche-Tard. As a CAA Plus RV option holder, you have access to the full range of CAA Plus option services. As a CAA Premier RV option holder, you have access to the full range of CAA Premier option services; however the recreational vehicle is not eligible for the 500 km free towing distance. See the benefits table on Pages 6 and 7 for more details. The following vehicles are eligible 1 : Caravan... Class B motorhome... Class C motorhome... Fifth wheel... Fifth-wheel tow vehicle... Motor home over 3,000 kg... Tent-trailer over 16 feet... Truck camper... For CAA Plus RV and CAA Premier RV Roadside Assistance, call: Montreal Elsewhere in Quebec or Canada In the United States Commercial vehicles are excluded from CAA Plus RV and CAA Premier RV coverage. Additional members For half the price of a CAA Classic primary membership, others in your household can benefit from CAA-Quebec coverage as well. Just like the primary member, each additional member 2 enjoys the most comprehensive Roadside Assistance coverage there is, free travel guides and literature, savings and privileges from our partners, and a full range of benefits and special offers available to members only. 2. An additional member is a person aged 14 or over living at the same address as the primary member, or a child of the primary member living at a different address if he or she is aged 24 or under and is a full-time student. caaquebec.com

8 Main benefits at a glance Service benefits CAA Classic Eligible vehicles Towing (from the breakdown site to the nearest service station 1 or to any service station of your choice) Up to 5 km Battery boost, flat-tire replacement, minor mechanical adjustments Fuel delivery Extricating/Winching Safe Ride Service Vehicle lockout service Locksmith services at your primary residence Fuel charged to member 1 service vehicle First 25 km free of charge Free (reimbursement up to $50 for locksmith services, if necessary) 1 locksmith service call reimbursement up to $50 (per membership year) Automotive and Residential Advisory Services Travel accident insurance 2 Up to $150,000 Trip interruption coverage: fire, theft or accident 3 Up to $500 Trip interruption coverage: breakdown 3 Allowance for return of the vehicle: unexpected illness or injury 4 CAA Dollars back at Travel Boutique 10% Passport photos Concierge services 5 Travel agency service charge 6 Up to 100% discount Extended warranty at Approved Auto Repair Services outlets on labour and on new, rebuilt or used parts Passenger vehicles: 1 year or 20,000 km Motorcycles: 2 months (unlimited kilometres) Inspection at a Vehicle Inspection Centre Reimbursement of the rental cost of a car for 1 day when a repair is needed Up to 25% discount See Page 5 for details about the CAA Plus RV and CAA Premier RV. 6 CAA-QUEBEC MEMBER S HANDBOOK

9 BEST VALUE FOR MONEY CAA Plus CAA Premier Up to 160 km Up to 500 km (1 service) + Up to 160 km (3 services) Free fuel If needed, second service vehicle for 1 hour First 25 km free of charge Free (reimbursement up to $100 for locksmith services, if necessary) 1 locksmith service call reimbursement up to $100 (per membership year) Free fuel If needed, second service vehicle for 1 hour First 50 km free of charge Free (reimbursement up to $150 for locksmith services, if necessary) 1 locksmith service call reimbursement up to $150 (per membership year) Up to $300,000 Up to $500,000 Up to $800 Up to $1,500 Up to $200 $ Up to $400 Up to $500 10% 20% Free twice/year Up to 100% discount Passenger vehicles: 1 year or 20,000 km Motorcycles: 2 months (unlimited kilometres) Up to 25% discount No charge Passenger vehicles: 1 year or 20,000 km I Extended warranty up to 24 months or 40,000 km on labour Motorcycles: 2 months (unlimited kilometres) Up to 25% discount + Additional $25 discount on Maxi Route inspection Reimbursement up to $75 7 (per membership year) caaquebec.com

10 1. The designated nearest service station is the recognized business engaged in the repair of eligible vehicles that is located closest to the site of the breakdown, regardless of whether or not it is during normal business hours. 2. Accident insurance coverage for death or dismemberment resulting from an accident occurring while the member is riding in a ground, maritime or air transport vehicle operated by a public carrier during a trip or tour for which arrangements were made and tickets purchased through CAA-Quebec Travel. Coverage is subject to exclusions and restrictions as detailed in the insurance policy. 3. Maximum reimbursement per member family, once per membership year. 4. The allowance for the return of the vehicle is available only to CAA Premier and CAA Premier RV members and only when they are more than 160 km from their residence. Only the cost of the vehicle s towing or transportation are covered. To be eligible for a reimbursement, the member must provide medical proof. Only one request can be submitted per vehicle, per event, per membership year and per family member. The claim must be submitted to CAA-Quebec within 30 days following the event. Contact CAA-Quebec s Service des remboursements for full details. 5. Concierge services consist of a reservation centre for activities taking place 160 km or more from your primary residence. You can reserve golf tee times and other sports events; book tickets for various cultural events; get information on the automated teller machines or pharmacies nearest you; reserve a limousine or automobile, etc. 6. Discounts on service charges apply only when booking. Members get 100% discount on Sun packages, 33% discount on other packages, charter flights, tours, cruises and train tickets, and 40% discount on multi-tickets. CAA Premier members pay no service charges. 7. To be eligible for the reimbursement, repairs to the member s vehicle under the CAA Premier option must be performed at an Approved Auto Repair Services outlet located within 160 kilometres of the member s residence, and the original vehicle repair and vehicle rental invoices must be submitted to CAA-Quebec. The vehicle must be on the travelled portion of a roadway and accessible to the patroller s vehicle. Roadside Assistance Roadside Assistance is available 24 hours a day, 7 days a week, across North America, and is designed to assist you when the vehicle you are either driving or riding in breaks down. Membership is personal; i.e., it covers the member, not a specific vehicle. Services become accessible upon receipt of payment by CAA-Quebec, per membership terms and conditions. Conditions apply if Roadside Assistance service is provided during the first seven days: in the case of a new membership, a $25 administrative fee will be charged, but reimbursed in the form of a rebate in CAA Dollars 30 days following payment of the membership fee; in the case of a membership upgrade, the free towing distance will be equivalent to 30 km per option added. You must be present when the patroller arrives and you must show a valid membership card; however, CAA-Quebec will make special arrangements in certain circumstances. The following services will be provided to return the vehicle to a driveable condition. If these attempts are unsuccessful after a reasonable effort by the service provider, towing service will be provided as per the membership terms. The member must be in possession of the vehicle registration certificate and another piece of identification (driver s licence, provincial health card, etc.). Towing service will be provided if deemed necessary. 8 CAA-QUEBEC MEMBER S HANDBOOK

11 Service call entitlement Every CAA-Quebec member is entitled to four Roadside Assistance calls per 12-month period prior to the membership expiry date. Eligible vehicles Roadside Assistance is available to you as a member, regardless of who owns the vehicle you are in. It applies to all four-wheel vehicles authorized to travel on a public road without restriction (including electric vehicles, dual-wheel unloaded pickups, 1 motor homes under 3,000 kg (6,614 lb), tent-trailers 2 under 4.88 m (16 ft), plus motorcycles, 2 from March 15 to December 15 in Quebec) regardless of licence plate designation, if service can be safely delivered using standard equipment. The vehicle must have all of its parts and they must all be in place. Transportation for the purpose of painting is not an available service. Bicycles 2 (including tandems, recumbents, tricycles and electric bikes) as well as rented passenger vehicles are also eligible for service. Limousines and cab-and-chassis-type vehicles (cube vans) are ineligible. Motor homes over 3,000 kg and truck campers are eligible for all services except for towing, extrication and flat-tire service. Only members with the CAA Plus RV and CAA Premier RV options are eligible for all of these services if using these vehicles. ATVs (including dual-seat models, such as side-by-sides), off-road motorcycles, snowmobiles and snowmobile trailers are eligible for Roadside Assistance (within Quebec only) for members with any of the following options: CAA Plus, CAA Plus RV, CAA Premier, CAA Premier RV. For the detailed list of eligible vehicles, see our website. 1. Unloaded dual-wheel pickups are eligible for all services except the flat-tire service. 2. Some Clubs outside Quebec do not include Roadside Assistance in their member services for bicycles, motorcycles and tent-trailers under 16 feet (4.88 m). If such is the case at the breakdown site, there may be a charge for the service, or the member may have to call another service provider. The member then simply needs to pay for the service and return the original receipt to CAA-Quebec within 30 days of the incident for reimbursement. The reimbursement will be made in accordance with the contracts in force for the network of affiliated repair facilities. caaquebec.com

12 Services Minor mechanical adjustments: Minor/temporary adjustments will be made in an attempt to enable your vehicle to operate safely under its own power. Battery boost: A battery boost will be provided in an attempt to start your vehicle. Battery Service: If your vehicle s battery is showing signs of weakness, we will test it and, if necessary, replace it on site and ensure it is disposed of in an environmentally responsible manner. This service is available from 7 a.m. to 8 p.m. on weekdays and from 9 a.m. to 5:30 p.m. on weekends and holidays, in certain urban centres only: the regions of Gatineau, Laval, Quebec City (including Lévis), Montreal (including the South Shore and North Shore), Saguenay, Sherbrooke and Trois-Rivières. On-site battery installation and verification service may be interrupted without notice because of weather conditions or any other situation beyond the control of CAA-Quebec. Certain vehicle models are ineligible for Battery Service due to the complexity of the installation process or the location of the battery. Recreational vehicles and motorcycles are also ineligible. The installation service is offered for CAA batteries only. Flat tire: If your vehicle s spare tire is inflated and serviceable, it will be installed to replace a flat tire. If the spare is flat, the vehicle will be towed in accordance with the terms of your membership. Fuel delivery: A sufficient supply of fuel will be delivered to your disabled vehicle to enable you to reach the nearest service station or your vehicle will be towed to a facility where fuel is available. Any retail business where gasoline is available for purchase may be designated the nearest service station, regardless of whether the service is provided during normal business hours. The cost of the fuel will be based on current pump prices at the time of delivery. CAA-Quebec cannot guarantee the availability of specific brands or octane ratings. CAA Plus and CAA Premier members receive fuel free of charge. Lockout: If your keys are locked inside your vehicle, we will attempt to unlock the doors. If your keys are lost or broken, or if we cannot gain entrance to your vehicle, we will reimburse CAA Classic members up to $50 for locksmith services. CAA Plus and CAA Premier members may be reimbursed respectively up to $100 and $150 for locksmith services required to make the vehicle operable. If the vehicle cannot be made operable, a towing service will be provided in accordance with the terms of your membership. Extricating/Winching: Your vehicle will be extricated/winched when it can be safely reached from a normally travelled road or established thoroughfare. If special equipment, more than one truck, or more than one person is required, the associated cost may be at the member s expense. The CAA Plus option and the CAA Premier option extend coverage to include, as required, the services of a second operator and a second truck, for up to one hour at the scene of disablement. 10 CAA-QUEBEC MEMBER S HANDBOOK

13 Towing: If necessary, we will tow your vehicle at no charge to the nearest garage 1 or to the garage of your choice, depending on the terms of your membership category: up to 5 km away if you are a CAA Classic member, up to 160 km if you are CAA Plus member, and up to 500 km (for one of the four service calls per membership year to which you are entitled) or 160 km (for the three other calls) for CAA Premier option. If you are towing a personal-use light-duty trailer less than 16 feet in length, or a tent trailer less than 16 feet in length, it will also be towed, subject to the terms of your membership category. This tow will be counted as 2 Roadside Assistance services. You may be required to pay additional fees if the trailer is loaded. During the trip, only the member may ride in the tow truck cab, on the passenger side. We will assist other people accompanying the member, if any, in finding other means of transportation (e.g., taxi) at their expense. 1. The designated garage is the recognized business engaged in the repair of eligible vehicles that is located closest to the site of the breakdown, regardless of whether or not it is during normal business hours. Safe Ride Service: If you are temporarily incapacitated and unable to drive, we will tow your vehicle and accompany you to your current place of residence at the time you make the request (first 25 km free of charge, 50 km if you are a CAA Premier option holder); extra kilometres travelled will be charged to you, at the rate applicable in the region. This service will count as one of the four free Roadside Assistance service calls to which you are entitled per membership year. On extremely cold days when there is peak demand for Roadside Assistance, the Safe Ride Service will be offered subject to availability of personnel. This service is not available for recreational vehicles (see description on Page 5). Bike Assist: Our patroller will accompany you to the location of your choice with your bicycle, depending on the terms and conditions of your membership. To receive service, you must be on a road that is accessible to our Roadside Assistance vehicles. Service is available everywhere in Quebec, year-round. Service cannot be provided in the following situations: unlocking or cutting of padlocks and cables; interruption of a ride due to inclement weather; issues with a bicycle while you are at home. Assistance for snowmobilers and ATVers: This service is available for CAA Plus, CAA Plus RV, CAA Premier and CAA Premier RV members. It includes towing, fuel delivery, battery boost, extrication if necessary, and a ride, depending on your membership conditions. The vehicle must be on the travelled portion of a roadway and accessible to the patroller s vehicle. Service is available year-round, in Quebec only. Service cannot be provided in the following situations: unlocking/cutting of padlocks and cables; vehicle immobilized due to inclement weather. caaquebec.com

14 Scope of service Under your membership, Roadside Assistance will be provided without charge by the nearest available AAA/CAA contractor. This service is available throughout Canada and the United States (including Alaska and Hawaii). However, certain advantages may vary from one club to another. For example, assistance for snowmobilers and ATVers is available only within Quebec. We select Roadside Assistance contractors for their ability to handle service calls, but we cannot guarantee they will always have the necessary parts and equipment to make repairs. When your vehicle cannot be made operable despite efforts by the contractor, CAA-Quebec will assist you in finding the nearest garage able to carry out the repairs. If a repair facility cannot be located, CAA-Quebec will assist you in obtaining lodging or alternative transportation, which will be at your expense. For your protection, service cannot be provided to an unattended vehicle. In extenuating circumstances, an exception may be made if prior arrangements have been made with CAA-Quebec. For your own safety and that of others, you must obtain the consent of the personnel providing service if you wish to take photographs during performance of Roadside Assistance. CAA-Quebec reserves the right to interrupt service if you have not obtained such consent. In exceptional situations, and when possible, CAA-Quebec will arrange for you to be transported, at your cost, back to your disabled vehicle and transported after service has been rendered. In certain areas, Roadside Assistance is provided by independent contractors who are not employees of CAA-Quebec or its affiliates. Responsibility for loss, damage, or unsatisfactory workmanship lies with the Roadside Assistance service provider. CAA-Quebec disclaims any responsibility for loss of work time or any other expenses resulting from service delay. Service limitations Services not covered by your membership include: Towing of a vehicle that has not broken down; Towing of a vehicle that has no licence plate; Towing of a vehicle fitted with snow-removal equipment, a work platform, a ladder or other equipment; Towing of a vehicle where violation of a law or the vehicle s presence in a no-parking zone is the cause; Towing of a vehicle stuck in ice; Repeated service or towing for a vehicle requiring maintenance or repair; Second towing for the same breakdown; Service to vehicles in areas not accessible by normal roadways, i.e., vacant lots, open fields, beaches, private roads, roads not maintained or graded, snow-filled driveways or alleys (service persons will not shovel snow), or other locations that cannot be reached easily; Assistance to service vehicles or vehicles used for commercial purposes; Cost of parts, labour, or repairs. 12 CAA-QUEBEC MEMBER S HANDBOOK

15 Repair or Roadside Assistance cheque acceptance If no other method of payment is possible, a personal cheque for the exact amount of the repair and not exceeding $350 will be accepted by any independent CAA-Quebec contract facility providing Roadside Assistance services or repairs for CAA-Quebec members. A valid membership card must be presented at the time of payment and the cheque must be personalized. The program also extends to Approved Auto Repair Services facilities. Excessive use In fairness to all members, CAA-Quebec reserves the right to cancel the membership of any member who makes excessive use of Roadside Assistance. Reimbursement If you have followed the procedure outlined to obtain Roadside Assistance and the service is not available or if breakdown occurs in an exclusive towing area, you may obtain your service elsewhere. Be sure you are present when the service vehicle arrives. Pay the invoice, which must be made out in your name and must include the service provider s complete information. Be sure to write your membership card number on the original invoice, then submit it to CAA-Quebec within 30 days following the breakdown to be eligible for reimbursement. Reimbursement will be based on the prevailing commercial rate in the region where the vehicle was disabled. When CAA-Quebec service was available but alternative service was obtained, reimbursement will be based on the association contract rate for the affiliates in the area where the breakdown occurred. CAA-Quebec reserves the right to refuse to reimburse a member who does not contact Roadside Assistance beforehand or who submits an invoice that is not compliant with the conditions stated above. A member who has used his or her four Roadside Assistance calls is not eligible for reimbursement. If the vehicle is towed from an expressway within the Transports Québec network, CAA-Quebec will reimburse the cost of the towing only in accordance with its pre-established rates in the area where the breakdown occurred. Other related costs are not eligible for reimbursement. caaquebec.com

16 Automotive Vehicle Inspection Centres Experienced technicians and state-of-the-art equipment: that s what you find at Vehicle Inspection Centres. Four types of inspection are available Summer Road, Winter Road, Maxi Route and Express Route to meet various needs: before leaving on a trip, before buying or selling a used car, before expiry of a warranty, to get a complete assessment of vehicle condition, etc. Certain special rates are available for members. CAA Premier members are awarded an additional $25 rebate on the Maxi Route complete inspection only. Alma Saint-Jude Blvd. S. Gatineau de Varennes St. L Ancienne-Lorette De l Aéroport Rd. Montreal Notre-Dame St. W. Repentigny de Normandie St. Rivière-du-Loup Fraser St. Saguenay Dubé St. Saint-Georges re Ave. Saint-Hyacinthe Johnson St. E. Saint-Hyacinthe Laurier Blvd. W. Saint-Jean-sur-Richelieu Berthier St. Saint-Jérôme Curé-Labelle Blvd. Sherbrooke Industriel Blvd. Trois-Rivières Bellefeuille St. Victoriaville Labbé Blvd. N. A single number to reach us: Mandated by the Société de l assurance automobile du Québec (SAAQ) for mechanical inspections and technical expertise for light-duty vehicles. Automobile registration and driver s licence An official agent of the SAAQ, CAA-Quebec is the reference in automotive matters. For renewal of your driver s licence with photo, renewal of your health insurance card with photo, and all your vehicle registration needs, there are 11 CAA-Quebec service outlets in Quebec s major urban centres. Laval Curé-Labelle Blvd. Longueuil St-Laurent St. W., Suite 32 Montreal Saint-Jacques St. Pointe-aux-Trembles Sherbrooke St. E., Suite 101 Pointe-Claire St-Jean Blvd., Suite 90 Quebec City Cyrille-Duquet St. Quebec City Laurier Blvd., Suite 49 Repentigny Iberville Blvd., Suite 18 Ste-Agathe-des-Monts Principale St. E., Suite 101 Sherbrooke King St. W. Trois-Rivières des Récollets Blvd. 14 CAA-QUEBEC MEMBER S HANDBOOK

17 Automotive Advisory Services Free and exclusive to members, CAA-Quebec s Automotive Advisory Services have a wealth of information about every aspect of automobiles, motorcycles, ATVs and snowmobiles: Tips for buying a new or used vehicle; Tips for buying or renting a new car; Criteria to consider when choosing tires; Precautions to take when selling or buying a used car; Vehicle reliability; Market value of used vehicles, motorcycles, ATVs and snowmobiles; Warranty compliance; Mechanical problems; The cost involved in operating a car; Information on hybrid and electrical vehicles as well as charging stations and the charging network. Three conciliation and mediation programs CAA-Quebec protects your rights as a consumer 1 should a misunderstanding occur with: A car dealership member of the Quebec automobile dealers association (CCAQ); A used-car dealership member of Quebec s association of used-car dealers (AMVOQ); Groupe PPP, which offers additional auto warranties. Take advantage of these free, exclusive programs put in place to find solutions acceptable to all parties involved. To reach Automotive Advisory Services: Quebec City region Elsewhere in Quebec Internet... caaquebec.com 1. The consumer must be a CAA-Quebec member in good standing when a dispute begins. CAA-Quebec Foundation The CAA-Quebec Foundation is a charitable organization created in 2008 with the mission of contributing to road safety and environmental protection relative to automobile use. To that end, it collaborates with experts conducting fundamental and applied research into road safety. It also manages several information, prevention and education programs, such as the school safety patrol program in primary schools, awareness-raising tours in secondary schools, as well as conferences and themed days for seniors. CAA-Quebec Driving Schools CAA-Quebec is pleased and proud to make available to its members and the general public driving schools employing state-of-the-art expertise and technology, including a fleet of green vehicles, a simulator room, and courses in both English and French adapted to customer needs. Our schools are also recognized for their defensive driving courses provided to companies, and specific training for various groups of road users. Members are entitled to a 5% rebate in CAA Dollars on the various driver education courses and on related products. 2 caaquebec.com

18 Students who pass the passenger-vehicle driving course also receive a one-year CAA Classic membership free of charge. 3 To reach us: Brossard A Lapinière Blvd. Longueuil Chambly Rd. Montreal Saint-Jacques St. Pointe-Claire Saint-Jean Blvd., Suite The rebate is calculated based on the price before taxes, and is credited to the member s account eight business days after payment in full or the first instalment. In case of cancellation or refund, any CAA Dollars earned will be deducted from the member s account. 3. The promotion applies only to memberships taken out at CAA-Quebec Driving Schools; valid for up to 24 months after the student begins his/her course. Cannot be combined with other membership promotions. CAA-Quebec members must be aged 16 or older. The student receives a one-year CAA Classic membership as primary member if no other person living at the same address is already a CAA-Quebec member. If one or more persons living at the same address is a member, the student receives a CAA Classic membership as an additional member for the months remaining in the primary membership, plus the value of a membership renewal as a CAA Classic additional member. If the student is already a member at the time of passing the course, he/she is entitled to free membership renewal, corresponding to the value of a one-year CAA Classic membership, regardless of whether he/she is a primary or additional member. Other conditions apply. Full details available at CAA-Quebec Driving Schools. School safety patrol program CAA-Quebec is proud to contribute to the safety patrol program, established in 1929 and supported by the Société de l assurance automobile du Québec (SAAQ) since CAA-Quebec helps schools set up safety patrols and supplies the necessary materials and technical assistance to patrol organizers. Child safety car seat verification network The network, which comprises a variety of organizations (CAA-Quebec Approved Auto Repair Services, automobile dealers, health and social services centres, etc.), was established by the SAAQ in collaboration with CAA-Quebec, which oversees its development and manages its activities. Representatives providing advice to road users are trained by CAA-Quebec in accordance with strict criteria. The service is available year-round in Quebec to parents and anyone concerned about the safety of children riding in motor vehicles. For more information, contact Automotive Advisory Services at Travel CAA-Quebec Travel Centres Your first destination before leaving on a trip! Go to one of our Travel Centres and make life easier for yourself! Vacation packages for travelling to the South, Europe, Canada, the United States, and elsewhere in the world. Exclusive explore cruises and escorted tours. Reservations and issuing of air tickets. Hotel reservations and car rentals. Passport photos and passport application form. 16 CAA-QUEBEC MEMBER S HANDBOOK

19 International Driving Permit: CAA-Quebec is the only authorized agent in Quebec for issuing International Driving Permits. This official document translates your Quebec driver s licence into several languages. Visa service. CAA-Quebec Travel Insurance: an all-in-one travel insurance product combining renowned medical care coverage and enhanced assistance services. 1 Any time you buy a trip at CAA-Quebec Travel, you are entitled to a 25% rebate in CAA Dollars on all Boutique purchases. Some products and promotions allow you to collect CAA Dollars. Members enjoy a wide range of discounts, benefits and privileges from various partners. Visit caaquebec.com/travel often for information about all current offers. Service charges apply to reservations made at CAA-Quebec Travel. However, depending on the travel product chosen, CAA-Quebec members are entitled to a discount of up to 100% on service charges. No charge for a CAA Premier option holder. 1. Travel insurance and related assistance service provided by Blue Cross. Other assistance services provided by AIG. Planning tools TripTik : Available free and exclusively to members, in print or electronic format, this personalized route map, prepared by our specialists, shows you the route to follow and the road directions based on your needs and your vehicle. It shows rest stops as well as gas, food and lodging locations along your route. It also provides information on road work in progress, toll roads, and the main traffic laws in Canada and the United States. TripTik Travel Planner: This interactive tool, available online, allows you to plan your travels. It includes a map of your route, points of interest, stops (e.g., gas, food, lodging), and lists partners offering savings. As a member, you can even save your route using the tool. Free travel literature for North America TourBooks, which list the main CAA/AAA approved hotels and restaurants as well as tourist attractions and discounts available to members; Road maps of cities, regions, states and provinces, as well as some countries. You can order TripTiks and travel literature by phone, via the website or in our Travel Centres. Please note that the delivery time via , regular mail or if picked up at a Travel Centre varies from three to nine business days. Travel newsletter Subscribe at caaquebec.com/travel to receive information on our best offers and promotions by . caaquebec.com

20 Car Trip Interruption protection You are entitled to compensation if you must cut your travels short because of an accident, theft, or a fire in a vehicle, whether a car, motorcycle or recreational vehicle (snowmobiles and ATVs are not covered by this protection). Ask CAA-Quebec for more information on other extra coverage available. Option Distance from the residence Fire, theft, accident Incident Mechanical breakdown CAA Classic 160 km and over $500 $0 CAA Plus 160 km and over $800 $ to 499 km $800 $200 CAA Premier 500 km and over $1,500 $400 Maximum reimbursement per member family, per membership year. Only travel in Canada and the United States is covered. To be eligible: The incident must take place more than 160 km from the member s primary residence; for CAA Premier members, the maximum amount of the reimbursement varies according to the number of kilometres between the member s primary residence and the location of the incident, as shown in the chart below; The vehicle must be unusable. Your claim must be forwarded to CAA-Quebec within 30 days of the incident. Invoices must be in the member s name, and must include the service provider s complete information. You must be travelling to or from the destination (not be already there). You may make a claim for accommodation and meals (if the breakdown lasts more than 24 hours) or for transportation to get you to the destination or back home. You may claim an amount up to the maximum for your membership category (maximum amount per member family, per membership year). Coverage does not include: Expenses due to vandalism, repair costs, spouse or travel companion s expenses (unless also a member), telephone expenses (long distance), transportation while awaiting repairs. Paperwork required The original detailed bills, damage estimate or invoice for repairs to your vehicle, letter explaining the incident, and police report, if any, are the required supporting documents. If there is no police report, you must supply the following information in writing: the name and phone number of your insurance company, the name of your insurance agent, and your policy number with the insurer. Allowance for return of the vehicle If the trip of a CAA Premier or CAA Premier RV member is interrupted because of an unexpected illness or injury and the vehicle must be towed or transported to their residence, they are eligible for a reimbursement of up to $500. Eligibility conditions The member must be travelling to or from the destination (and not already there); The incident must take place more than 160 km from the member s primary residence; 18 CAA-QUEBEC MEMBER S HANDBOOK

21 The claim must be forwarded to CAA-Quebec within 30 days of the incident; Only one request can be submitted per vehicle, per event, per membership year and per family member. Supporting documents required The original detailed invoices regarding the vehicle s towing or transportation, as well as medical proof, must be provided along with the claim. Contact CAA-Quebec s Service des remboursements for full details. Travel Boutique In all Travel Centres, you will find a vast array of items designed especially for travellers: suitcases, bags, guides and atlases, clothing, practical accessories, and much more! As a member, you are entitled to a rebate in CAA Dollars on all your purchases 1 at the Travel Boutique (CAA Classic and CAA Plus: 10%, CAA Premier: 20%). In addition, when you buy a trip at CAA-Quebec Travel, the rebate on your Boutique purchases increases to 25% 1 (rebate available in Travel Centres only). You can order online. Visit caaquebec.com/boutique to see the frequently updated product selection. 1. Applicable on the price before taxes of articles sold at the CAA-Quebec Boutique or on telephone and online orders, excluding travel agency products (travel packages, escorted tours, cruises, airline tickets, rental car reservations, hotels or other accommodation, tickets, International Driving Permit, passport photos and insurance). Valid in the province of Quebec only. See details in Travel Centres. Residential Get advice and references to prevent problems from occurring, or to get help if they do: Expert advice Contractors you can trust 24/7 emergency referral service Residential lockout service 2 And much more Call our Advisory Services, Monday to Friday, 8:30 a.m. to 5 p.m. Montreal region Elsewhere in Quebec You can call either number anytime to reach our 24/7 emergency referral service. You can also visit caaquebec.com. You also have access to several guides on various topics related to home maintenance. Point your browser to caaquebec.com/athome. 2. CAA-Quebec members are entitled to one locksmith service call to unlock the door to their primary residence (the address entered in your file). If your keys are lost or broken and you can t enter your house, you can request locksmith service. You are entitled to one discount on the locksmith s bill or one reimbursement per membership year depending on your membership type: $50 for CAA Classic members, $100 for CAA Plus members, $150 for CAA Premier members. You must submit the locksmith s invoice to us no more than 30 days following the service. It must be in the member s name and must state the address where service was provided. caaquebec.com

22 Insurance A full range of products No one knows what the future holds. That s why insurance is necessary for all those who want to protect themselves, their family and their assets. CAA-Quebec offers you a full range of insurance products to cover people and property. The No-Stress Policy for auto and home is now available, offering great savings to members who choose it. Whether you are looking for auto, home, travel, accident, life or health insurance, CAA-Quebec has the coverage you need. What s more, it comes with member-exclusive benefits! For more information, drop by a CAA-Quebec Travel Centre, call or visit caaquebec.com/insurance. Approved Service Networks Don t waste time searching for an expert: we ve done all the legwork for you. CAA-Quebec has identified trustworthy businesses that meet the highest standards of quality and satisfaction. What s more, when you do business with a CAA-Quebec approved establishment, you benefit from CAA-Quebec Mediation Services, should a dispute or misunderstanding occur. This free and exclusive service helps CAA-Quebec members by proposing solutions that are acceptable to both parties in the event of a dispute. For the names of CAA-Quebec approved establishments: Everywhere in Quebec Web... caaquebec.com CAA-Quebec Approved Auto Repair Services The 420 establishments bearing the Garage recommandé CAA-Québec (Approved Auto Repair Services) sign are subjected to stringent quality inspections (customer service, equipment, expertise, etc.). These garages offer an exclusive warranty on labour and new, rebuilt and used parts, honoured at CAA Approved Auto Repair Services outlets throughout Canada.The warranty is for one year or 20,000 km for passenger vehicles and two months (unlimited kilometres) for motorcycles designed to travel on public roads. If you are a CAA Premier member, you are entitled to an extended warranty on labour of up to 24 months or 40,000 km. Several approved garages also offer a 3% rebate in CAA Dollars on the total invoice, before taxes, for maintenance and repair work, including labour and purchase of parts and tires. 1 CAA-Quebec also offers mediation services to assist members in case of a disagreement with an approved garage. Mindful of environmental protection, the network is a partner in the Green Wrench program, which governs the use and recycling of products that pollute, and goes beyond practices already in effect. 1. Some conditions apply. For information on the Approved Auto Repair Services network: caaquebec.com/garages 20 CAA-QUEBEC MEMBER S HANDBOOK