Questions to ask a tow operator before they hook up

When your car stops working on the road, you're vulnerable. A tow operator arrives, and suddenly you're deciding whether to trust them with your vehicle—often without time to research or compare. The best protection is asking the right questions before they hook up. These aren't about being difficult; they're about understanding who you're handing your car to and what's about to happen.

"Are you licensed and do you have current insurance?"

This question matters because unlicensed operators can leave you liable if something goes wrong during the tow. A good operator will answer directly—they might say something like "Yes, my licence number is..." or "I'm operating under a company's licence, which I can show you." They should be able to produce proof without hesitation or irritation. If they fumble, change the subject, or say "It's in the office," that's a red flag. Ask them to text or email you their proof of insurance. Legitimate operators don't mind this because it protects both of you.

"How much is this going to cost, and what's included?"

Don't ask vaguely; be specific. Ask the hourly rate, the base call-out fee, distance rates, and whether there are extras for heavy vehicles, long-distance tows, or after-hours work. A honest operator will give you a ballpark figure upfront or explain why they can't until they assess the car. A good answer sounds like: "Base fee is X, distance is charged at Y per kilometre, and if it's a recovery job—meaning we have to winch it out—that's an extra Z." If they say "I'll let you know when we get there" or quote a price that seems shockingly low, press for details. Also ask whether the price includes delivering to a specific destination or if that costs more. Getting this in writing or via WhatsApp creates a record.

"Where are you planning to tow my car, and can I choose the destination?"

Some operators have agreements with certain repair shops or scrapyards and will steer you there regardless of where you need to go. Your car should go where you want it—whether that's your trusted mechanic, a dealership, or home. A straightforward answer is: "Where would you like it delivered?" If they push a particular workshop, ask why. Sometimes they have legitimate reasons (it's closest, it's a 24-hour facility), but sometimes they're chasing referral fees or storage revenue. You have the right to choose. Confirm the destination address with them before the hook-up and, again, get it in writing if possible.

"What happens if my car is damaged during the tow, and how do I report it?"

Damage can happen—a bumper scrape, undercarriage contact, or suspension strain—and you need to know how it's handled. A confident operator will explain their damage liability and how you'd report and claim. They might say: "We inspect the car before and after towing. If there's damage, photograph it and report it to our office within 48 hours with photos." If they're vague, dismissive, or suggest it's "not our responsibility," that's concerning. Ask whether they carry insurance that covers tow-related damage to your vehicle. Also ask what their procedure is—do you report on the phone, via email, or in person? A operator who takes this seriously has a clear process.

Before the hook-up, take your own photos of your car's condition from multiple angles. If you notice anything damaged during the tow process, point it out immediately so it's documented. These conversations take minutes and can save you stress and money later. When you're ready to book a tow operator, use Strove to find verified providers in your area; they've been checked and reviewed by other users, so you can ask your questions with confidence.