What is alternative transportation?

Alternative transportation benefit is offered to all State Farm policyholders who request a tow through the Emergency Roadside Services (ERS) program. There is no additional cost to the policyholder for this benefit. 

How it Works

1. Policyholder ERS Request: Customer submits a request through any intake channel. They opt in to SMS messages.

2. Quick & Seamless Ride Offers: Once the job is accepted, the policyholder receives an SMS message offering a Lyft ride.

3. Accepting the offer

• With the Lyft app: When the policyholder accepts the SMS offer, they receive an in-app push notification with ride details and status updates along with a visual tracking link.
• Without the Lyft app: The policyholder accepts the offer and receives an SMS message with a link to quickly and easily create an account and access the offer. 

Additional Information

If the policyholder is working with an Agero representative to arrange the tow, the representative may offer the Alternative Transportation Benefit verbally and can facilitate the Lyft ride setup. The policyholder is not required to download the Lyft app in this scenario.

If the policyholder contacts their State Farm agent after the dispatch is requested and needs assistance with obtaining the Lyft voucher, State Farm can submit a "Get Help With Live Event" support request via Roadside AID dashboard and Agero's dispatch representative will assist the policyholder with the voucher.

Note: Lyft drivers cannot pick up passengers directly from the side of a highway. For safety, the policyholder may ride with the tow provider, at the provider's discretion, to their chosen destination or a nearby exit before requesting a Lyft ride.