FAQ's

1. How does NAC dispatch service calls?
NAC currently has the capability of dispatching service calls by telephone, fax and email, providing all necessary information for you to render the service in a timely and professional manner. Digital dispatching technology is currently being developed and is scheduled for implementation in the summer of 2010.

2. What is NAC’s payment process?
The National Automobile Club issues payment twice a month. Payments are usually processed on the 1st and approximately the 17th of the month for services billed by the close date. Please refer to our posted close dates.

3. How do I invoice NAC?
Invoices may be faxed to 650 294 7027 OR Mailed to NAC. Please refer to the close date guidelines; Mail invoices to:

National Automobile Club
1151 E. Hillsdale Blvd.
Foster City CA 94404

4. Do I have to use a special NAC invoice or can I use my own company’s invoice?
Your company’s invoice will be accepted for payment.

5. Do I provide a receipt to the customer?
Receipts are not provided to customers unless you have collected directly from them and then only for the amount that you have collected. Advise the customer that if they are in need of a receipt they are to contact NAC directly.

6. What information do I need to supply on an invoice?
The following information will ensure timely payment:

1. Your company name, address city, state, zip and telephone numbers must be on your invoice.
2. Your Garage Code (assigned at time of contract approval).
3. The PO given by the NAC dispatcher (assigned at time of dispatch).
4. The date service is provided.
5. Year of the vehicle.
6. Make of the vehicle.
7. Model of the vehicle.
8. License number of the vehicle.
9. Vehicle number (Fleet customers only).
10. The VIN number.
11. Odometer
12. Any existing damage must be noted.
13. The type of service performed must be specified.
14. Address of the disablement.
15. Tow destination (if applicable).
16. The contract base rate.
17. Total miles to the scene, Miles to the scene included and Miles Billable to the scene of the disablement are to be included on the invoice.
18. Total towed miles, Towed miles included and Billable towed miles are to be included on the invoice.
19. The signature of the person receiving the vehicle when different from the original person serviced.
20. The client’s signature must be obtained on the invoice
21. The servicing persons’ name.
22. Time at the scene (when over 30 minutes).
23. Time at the scene for extra personnel (when applicable).
24. Special services billed. You must be specific as to the service provided. Prior approval is required.

7. Can I bill NAC online?
NAC’s Web Portal is currently in a testing stage and expected to be available by the summer of 2010.

8. If I have specific billing questions, who do I talk to?
For questions regarding billing or any other matters contact NAC at 1-800-356-4776. Listen carefully to the greeting menu to be directed to the correct person for assistance.

9. Do I need to report changes to service calls?
Any change to the service as dispatched by NAC needs to be reported to NAC at the time of the service, including services that are GOA or NSR. Contact NAC at 1-800-356-4776.

10. Do I need to Clear service calls that have been completed?
NAC asks that service calls be cleared as close to real time as possible. You may currently clear service calls by dialing 1-800-356-4776, select prompt #2, and you will be guided through a short series of prompts to clear the service.

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2010 Closing Dates for Payment

Below is a list of dates by which service charges MUST be in our offices before 5:00pm Pacific Standard Time for payment. Invoices received after the closing dates will be processed in the following pay period. Prompt billing provides for prompt payment. Please remember that invoices received after 60 days from service date may not be honored for payment.

To ensure accurate receipt of invoices please fax to (650)294-7027.

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News and Notices

How do I become a Network Service Provider?
Simply complete the application and return it to the National Automobile Club along with a copy of your Certificate of Insurance. Upon receipt and review, our Service Network Manager will contact you directly to discuss completing the process of becoming a Network Service Provider.

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