Vengo Roadside Assistance is offered to all Ensurall warranty service contracts. The service is available across Canada and the continental U.S. 24 hours a day, seven days a week. Vengo is a registered trademark of AXA Assistance Canada.
Assistance services offered by Vengo:
- Towing services: If your vehicle breaks down due to a mechanical problem, it will be towed to the closest garage or to a garage of your choice located within a 15 km mileage limit from the place where the breakdown of your vehicle occurred.
- Tire change service: Our service providers will put your spare tire on if it is in good condition. If your spare tire is not in a good enough condition to be used, we will tow your vehicle the closest garage or to a garage of your choice located within a 15 km limit from the place where the breakdown of your vehicle occurred.
- Lock-Out Assistance: If your keys are locked inside of your vehicle, one of our service providers will unlock the door of your vehicle on the spot.
- Battery Boost: If battery failure occurs, one of our service providers will jump-start your vehicle’s battery.
- Gas Delivery: If you have run out of gas, one of our service providers will bring you a maximum of 10 litres of gas or your vehicle will be towed to the nearest gas station.
- Pull out|Winch service: If your vehicle is stuck in the mud or snow, we will send our nearest service provider as quickly as possible to pull your vehicle out.
How the Vengo Roadside assistance works:
- Step 1: Upon receipt of a roadside assistance request, Vengo’s service coordinators will verify the caller's eligibility. A list provided by Ensurall on a weekly basis will serve as a reference tool for validating service eligibility.
- Step 2: Through Vengo’s supplier network, a towing service will provide the appropriate assistance, in accordance with the conditions and limitations described above.
- Step 3: Axa Assistance will be responsible for direct payment of fees covered under the contract to the supplier following service delivery.
Services excluded:
- Towing your vehicle when a breakdown has occurred in a location that is not accessible to normal traffic flow such as alleys, driveways where the snow has not been properly shoveled or is muddy, abandoned lots, construction sites, roads that are private and/or impassable, roads not adequately maintained, beaches, frozen rivers and lakes, or any place that could hinder the passage of service vehicles.
- Towing a vehicle located in an illegal parking space.
- Towing an abandoned or seized vehicle.
- Towing from garage to garage (transfer).
- Towing to a scrap yard.
- Towing vehicles that have been in an accident.
- A second towing for the same mechanical problem.
- Transborder tow.
- We do not deliver gas to your residence.
- Negligence (you attempted to drive through or over a snow bank or you have not removed, sufficiently, any snow accumulation).
- Your vehicle has been involved in an accident.
- Snow removal to access your vehicle.
- Pull out/winch on roads where the service vehicle could become stuck as well.
Vengo Privileges services
Your time is precious, AXA Assistance offers you the Vengo Privileges option in order to save you time. With this option, wherever you go, planning your activities is a snap. All you need to do is call and we will take care of the rest.
- If you are travelling and you need to find a place to sleep and |or eat, we can give you information about the local culinary specialties and refer you hotel addresses, summer cottages, camping sites, as well as restaurants. If you wish we can even make the reservations for you. This information is provided to us by different tourist advisors who work with our various offices all over the world.
- If you are lost or you need directions, just call. Wherever you are around the world, our customer service agents can help you with an itinerary indicating the quickest way to get you to your destination. You can also call us to find out traffic conditions so that you do not end up in a traffic jam during rush hour.
- If you would like to go to cultural or sporting events, we can help you select the events that best correspond to your interests (concerts, operas, plays, sporting events, expositions, museum visits, art galleries, etc.). We can reserve your tickets for you and if you need directions, we can provide you with an itinerary that gets you there as quickly as possible. You can also call if you are looking for exciting night life (bars, discotheques, cafes, etc.), for sporting activities (gymnasiums, pools, athletic tracks, etc.), or places to help you relax (spas, massage parlors, etc.).
- If you would like to deliver a present to one of your loved ones, we can do the work for you (flowers, books, c.d.’s, antiques, clothes, rare objects, etc.). We make sure that the orders are delivered on time, at the hour that you want it to arrive, and to the place that you want it to be delivered, anywhere in the world.
- If you want to plan a trip or an event, take advantage of our customer service agents who are ready to help you find the information you require. We can help you to be better organized by reserving airplane tickets, renting a vehicle (car, motorcycle, limousine, boat, helicopter, etc.) or if you are looking for ideas for activities that fit the theme of your trip (gastronomy, history, art) we can do the necessary according to your needs. We will also put you in contact with our different service providers.
Vengo Privileges terms and conditions
- AXA Assistance Canada provides you with the necessary information, but all financial transactions will be at your discretion.
- AXA Assistance Canada is not financially responsible for any of the fees incurred with this service and/or is not responsible for the quality of the service given by the service providers, merchants, etc.
- AXA Assistance Canada does not offer the following services:
- Cash advance.
- Charge your credit card without receiving your prior written permission.
- Make purchases on an Internet site using your credit card.
- Send a copy of your credit card.
Legal assistance
When you need legal information, our lawyers can keep you up-to-date concerning your legal rights and guide you through your legal undertakings. In order to submit your request, please contact us at 1 866 708 3646 or you can submit your request online at My Vengo on our website.You will be financially responsible for all additional calls.
- We focus on everyday life issues: Civil Law; Property Issues; Family Conflicts; Consumer’s Protection Act; Criminal Offences; Wills & Testaments.
- We only provide service assistance and legal information. Our lawyers cannot, under any circumstances, engage in a complete and complex legal file. For any complete or complex undertaking of legal files, we suggest that you contact a private practice lawyer so that you may be adequately represented.
- Our lawyers do not, under any circumstances, provide legal advice or carry out any case law or doctrinal research for you. They can not draft legal documents either by telephone or by any other means.
- Legal information provided by our lawyers is limited to Canadian and provincial laws. They will not be able to provide you information about international laws.
Our lawyers may be reached:
- Monday to Friday from 9:00am to 8:00pm (Eastern Time), excluding holidays.
- Saturday from 9:00am to 5:00pm (Eastern Time), excluding holidays.
Vengo Assistance Services are subject to the following conditions:
- The number of Roadside Assistance service calls is limited to 4 per year.
- The number of Legal Assistance service calls is limited to 1 per year. You will be billed $34.95* plus tax, per call, for all additional calls.
- Vengo Privileges is available without any limitations.
- The services available with the registered vehicle on your account are covered no matter who is driving the vehicle.
- It is possible for wait times to increase in poor weather conditions. Under certain exceptional circumstances, it is possible the service coordinator will request that you locate your own towing service and submit your receipt for reimbursement. The maximum allowable reimbursement is $50.
- This service does not cover fleet vehicles.
Roadside Assistance service is provided for current emergency situations related to non-commercial use of a passenger vehicle.
