Frequently Asked questions
I've had a breakdown. How do I start a claim?
A: Use all reasonable means to protect your vehicle from further damage. This may require you to stop your vehicle and call for roadside assistance and arrange for your vehicle to be taken to a licensed repair facility. Describe to them your concerns, and authorize the necessary diagnosis. The repair facility will need to diagnose the concern to determine what component caused the failure. Call our claims department at 877-850-0443.
Where can I take my vehicle to get repaired?
Any licensed repair facility that you choose.
Who will tow my vehicle to the shop?
Contact Roadside Assistance at 855-522-2813 (Road America) or 888-246-2014 (Auto Knight).
How do I get a rental car?
Your contract has a benefit for rental car assistance for covered failures. You pay at the time of rental and we reimburse you. Or, contact us about direct billing options using Enterprise rental car agency.
Why must I keep maintenance records?
You must keep and make available verifiable service receipts which show that the maintenance has been performed within the time and mileage limits required. Your contract excludes benefits on any damage caused by a lack of recommended maintenance.
Who pays for my repair and how?
All authorized benefits are paid directly to the licensed repair shop using a direct credit card payment after we receive confirmation of completed repair, and an invoice from the licensed repair facility.
Do you pay for all the parts and all the labor?
Labor times will be verified by a nationally-recognized labor time manual. Approved replacement parts may not exceed manufacturer’s suggested retail price.
Who approves diagnosis and/or tear down on the repair?
You are responsible for authorizing all diagnoses needed to determine if your vehicle has a covered mechanical breakdown. If it is determined that the repair is needed due to a covered breakdown, we will pay for this part of the repair. If the failure is not due to a covered breakdown then you will be responsible for this charge.
Why was my claim denied or not covered?
Please refer in your contract to the listing of “covered parts”, and the listing of “what is not covered, exclusions”. In certain cases the component your repair shop is asking to repair or replace is not specifically listed in your contract as a "covered component." Or, there may be an excluded condition which caused the failure. While rare, we encourage you to please call and we’ll help you with specific details: 877-850-0446.
How do I make my monthly payment? Who receives the payment?
Please contact our Client Services department and they would be happy to assist you!