F&I Programs. Claims ToolBox. Guidelines and References to Process Claims

Transcription

1 Claims ToolBox Guidelines and References to Process Claims

2 Reporting a Claim Contacting RoadVantage The customer and/or dealer may contact the RoadVantage Claims Department by phone 7:00 A.M. 7:00 P.M. CST, Monday- Friday. If after hours, callers may leave a message in the General Claims voice mailbox and calls will be returned the next business day. Customers or dealers may also contact us by at claims@vtgclaims.com at any time. The Claims Department may also be reached via chat through our website at on the Dealer Services tab 7:00 A.M. 7:00 P.M. CST, Monday-Friday. Initiation of Claim The service writer may call, , chat or log into the Dealer-Agent Portal (DAP) to initiate a claim. If a customer calls, our claims examiners will always direct the customer back to the selling dealer, if located within 25 miles of the dealership. If the customer returns to the selling dealer for service, the customer normally does not incur any out-of-pocket expense for the repair or replacement. On approved claims, RoadVantage will reimburse the dealer directly in most cases. Information Requested Our Claims Examiners can access customer information by contract number, the last 6 characters of the VIN or the customer name as it appears on the contract. In order to process the claim RoadVantage s Claims Examiners will need information on the 3Cs described below. This information will be obtained during the initial call. Customer complaint (what happened, where, when and how) Cause of loss (details on how damage happened, including size, location of damage) Correction (technician s explanation for the repair or replacement) Other information to provide on the call: 1. Customer name or last 6 digits of VIN 2. Vehicle mileage 3. Detailed description of customer complaint (cause loss) 4. Tread depth of damaged tire(s) if tire & wheel claim 5. Tire/wheel make, model, size, and cost if tire & wheel claim 6. Part numbers 7. Repair estimate 8. Photographs of damaged area (when applicable per photo policy)

3 F&I Programs Custom Solutions Our commitment to provide you with quick-response claims service is supported by contact center technology that offers multiple communication channels, including online claims, phone, chat, and fax. Our team will respond to your customer service requests Monday-Friday, 7:00 A.M. 7:00 P.M. CST. Paperless fax system to promote a paperless environment State-of-the-art phone system with call recording and reporting software components 48-hour claim dispute resolution Call quality monitoring to assure compliance and efficiency Flexible reporting capabilities Date and time stamping with originating telephone numbers for both inbound calls and faxes Online claims processing RoadVantage has a Customer-Centric philosophy. First Contact Resolution is the focus that streamlines our procedures for CSI enhancement. We invite you to measure our service levels. Online: Your User ID at the Dealer-Agent Portal (DAP) Call: Visit: claims@vtgclaims.com Fax:

4 Online Claims Connecting your service drive to the online resources you need Self-Service Options For a full self-service experience, RoadVantage's web-based Dealer-Agent Portal (DAP) is available 24/7. The DAP is accessible through any internet connection. Get your user ID and password from our claims team via phone, or chat. Take the brief online tutorial and start processing claims online. 7 easy steps: 1. Determine if the reported damage is covered by the contract by assessing the cause of damage on the tire, wheel, windshield, key or dent. If the cause is covered, move to step Log in to 3. Confirm coverage on customer and vehicle. From the options available click on the contract tab, look up customer by any of three criteria in the drop-down menu: contract holder s last name, VIN or contract #. 4. Confirm eligibility of claim by checking covered components. Click on the contract number to display covered items. 5. Initiate claim by clicking on the Add Claim button and fill in the claim 3Cs fields: 1) Customer complaint 2) Cause of loss and 3) Correction. 6. Complete the Parts and Labor fields by selecting a Loss Code from the ellipsis drop-down menu and inputting part number, quantity and requested amounts from your repair estimate. 7. Click on the Submit button to send us your claim, and the system will provide you a with claim number. If pictures are needed according to the photograph policy, please them to claims@vtgclaims.com. Our team will review your claim notification. If further information is needed, we ll follow up with you via your requested communication channel. You will then receive an Approval or Denial letter via .

5 Claims Policies AFTER-HOURS PROCEDURES FOR TIRE & WHEEL CLAIMS 1. In the event of a road hazard you may elect to proceed with a repair or replacement. 2. To be eligible for reimbursement, please hold damaged items for inspection. Call within two business days to obtain a claim tracking number. 3. If it s determined that the repair or replacement is not eligible for coverage, the contract holder will be responsible for the incurred costs. 4. Have available the bare rim run-out measurements, odometer reading and thread depth for damaged tires. 5. Take clear pictures of damaged tires or wheels mounted on the vehicle before repair and a close shot of the damaged area. 6. To process the claim we will need a final invoice from the repair facility signed by customer. 7. In the event the damaged tire or wheel is not available for inspection, there will be no claim benefit payable under the contract. CLAIM WITH NO RECORD CONTRACT On occasion, claims are called in by new customers before the original contracts are received from the dealership. In these cases, when a customer s contract is not in the system (No-Rec), RoadVantage will request a copy of the contract via or fax. Once the contract is received, service will be provided to the contract holder and the technician calling in the claim. This assures expedited service to the consumer, improving customer service surveys. The claims department will not process payment of an approved claim until remittance has been received and recorded in the system. If the Dealership uses eregistration, the technician may elect to have the business office log the contract into the system or send RoadVantage a copy of the contract. DESIGNATION OF SERVICE CENTER If a customer is located within 25 miles of the original selling dealership, RoadVantage will refer the customer back to that dealer for any repair. Otherwise, the customer will be directed to the appropriate franchise dealer or service center facility. PHOTOGRAPH POLICY Photographs are needed in the following cases: 1. When the customer has prior claims history on file 2. When a claim includes multiple tires or wheels 3. When the replacement cost of a tire or wheel is in excess of $450 Send photographs via to claims@vtgclaims.com. Always include the claims number in the subject line.

6 At-a-Glance References Claims Phone Number Claims Fax Number Chat go to Dealer Services, chat box Online Claims Via your user ID and password in our web-based DAP RoadVantage Offices Vantage Administration Services LP, 8834 N. Capital of Texas Hwy, Suite 250, Austin, TX Hours Info at Call-In 7:00 A.M. 7:00 P.M. CST, Monday-Friday Customer name or last 6 digits of VIN Vehicle mileage Detailed description of customer complaint (cause loss) Tread depth of damaged tire(s) if tire & wheel claim Tire/wheel make, model, size, and cost if tire & wheel claim Part numbers Repair estimate Photographs of damaged area (when applicable per photo policy) To Check Claims Status Via Phone: Via claims@vtgclaims.com Online: with user ID and password in our web-based portal (DAP) Required Documentation Reimbursement Policy For reimbursement, the following must be submitted via fax or A legible copy of the invoice or RO signed by customer Photographs of damage when applicable per photo policy Please reference claim number in all communications RoadVantage will pay FMV rates for parts Labor fees are identified per program, please refer to Reimbursement Policy section for details General Items NOT Covered Damage caused by vehicular accidents and/or negligence Tire(s) with tread depth below 3/32" Tire pressure monitoring sensor reprogramming Tire pressure monitoring system replacement Normal wear & tear

7 Reimbursement Policy TIRE REPLACEMENT: FLAT TIRE REPAIR: WHEEL (RIM) REPLACEMENT: WHEEL (RIM) REPAIR: MOUNT AND BALANCE: Tires will be paid at fair market value. It is not necessary to contact us before having a flat tire repaired. The maximum amount payable for flat tire repair is the lesser of the local advertised retail charge or $35 per position per occurrence for standard tires. RoadVantage pays fair market value for wheel replacement. The maximum amount payable for wheel repair is the lesser of the local advertised retail charge or $125 per occurrence. RoadVantage pays fair market value for mount and balance fees. This fee includes labor and covered parts as follows, plus applicable tax: a. Tires and wheels at 19" and under in diameter $20 b. Tires and wheels at 20" in diameter $25 c. Tires and wheels at 21" in diameter $35 d. Tires and wheels at 22" in diameter $45 e. Tires and wheels at 23" in diameter $50 f. Adjustments apply for run flats RoadVantage covers valve stems and disposal for any covered tire or wheel replaced under the contract, excluding TPMS, wheel-mounting hardware and shop supplies. When a covered tire or wheel assembly is damaged by a road hazard, mounting and balancing will only be covered once per covered tire/wheel assembly. KEY REPLACEMENT: WINDSHIELD REPAIR: DENT REPAIR: The maximum amount payable for key replacement is the lesser of the fair market value, or either $800 or $450 per occurrence, depending on contract purchased. For key claims, RoadVantage will cover ½ hour of labor, no shop supplies. The maximum amount payable for windshield repair is the lesser of the advertised retail charge or $75 per occurrence for up to three cracks of 6" or less each. RoadVantage pays fair market value for paintless dent repairs (PDR).

8 Summary of Benefits DENT, WINDSHIELD, KEY AND ENVIRONMENTAL BENEFITS* Dent & Ding Repairs minor dents and dings less than four inches on painted sheet metal body panels. Paintless Dent Repair (PDR) is a process that gently pushes dented metal back to its original form. Windshield Repair This permanent process repairs minor cracks, stars and chips on the front windshield less than six inches that are caused by a road hazard. Bonds glass together / Restores strength to windshield / Prevents damage from spreading. Key Replacement Replaces car keys if keys are lost or damaged and will not work. Additional personal key replacement coverage up to $100 per occurrence. Environmental Interior carpet, fabric, vinyl and leather protection against: Fading, chewing gum, food and drink stains, lipstick stains, makeup stains, crayon stains, and oil-based stains. Environmental Exterior paint protection against: Fading, chalking, loss of gloss, acid rain, tree sap, bird droppings, industrial fallout, and love bugs (provided they are removed within 2 days). *This is a summary of possible benefits available. Certain restrictions and limitations may apply. Please refer to the actual contract for specific details and limitations.

9 Summary of Benefits COSMETIC WHEEL BENEFITS* Cosmetic Wheel Damage Repair to wheels damaged by a road hazard, including curb damage. VantagePlus programs cover chrome and chrome-clad wheels. Types of Cosmetic Wheel Damage Scrapes, scratches and nicks. Damage that is typically a result of curb rash, road debris, or other road hazards on a public roadway. VantagePlus Programs cover Chrome Wheel Repairs VantagePlus also covers cosmetic repairs to chrome and chrome-clad Wheels. These repairs may take up to six weeks. When the covered vehicle does not have a normal size spare or an OEM spare wheel, RoadVantage will attempt to facilitate a loaner wheel during the time of the repair. No match guarantee is provided for the loaner wheel. Models will be based upon availability at the time of processing. If a comparable loaner wheel is available, RoadVantage will pay the shipping cost. Loaner wheels must be returned to the supplier within 30 days of the finished repair. LOANER WHEEL POLICY Any wheels not returned within 30 days after completion of repairs will be invoiced for $100. *This is a summary of possible benefits available. Certain restrictions and limitations may apply. Please refer to the actual contract for specific details and limitations.

10 Summary of Benefits TIRE & WHEEL BENEFITS* Tire Repair or replace if necessary, any tire on the covered vehicle that is damaged by a road hazard. Covers mounting, balancing, valve stems and taxes. No maximum number of occurrences during the term of the agreement and no mileage limit. Road hazard means contact with a curb, pothole or debris such as nails, glass, rocks, tree limbs on a public roadway or any other object or condition not normally found in a public roadway. REPLACEMENT POLICY Per Tire Industry Association (TIA) and/or Rubber Manufacturers Association (RMA) repair guidelines. Wheel Repair or replace if necessary any wheel on the covered vehicle that is damaged by a road hazard. A wheel will only be replaced if it cannot be properly balanced or the tire will not seal. Missing Metal Types of Wheel Damage Wheels that are missing metal, severely bent, or cracked and may not be holding air. Bending occurs frequently on the inner lip of the wheel but is possible on the outer lip, spokes, or face. Bends are usually the result of a pothole, curb, or other road hazard. Dimensional Relationship Ratio Bend depth and width measurement ratio is used as acceptance criteria in order to qualify for straightening. Most wheels can be straightened onsite. REPLACEMENT POLICY Covered wheels will be repaired according to safety principles. Wheels are eligible for replacement only if the damage from a road hazard prevents the tire from forming an airtight seal or the wheel cannot be properly balanced. Bent Wheel *This is a summary of possible benefits available. Certain restrictions and limitations may apply. Please refer to the actual contract for specific details and limitations.