Filing a claim under an extended warranty or vehicle service contract should bring peace of mind, not frustration. Yet many drivers run into delays or denied claims simply because they didn’t understand what their contract required or involved their provider too late in the process.

Most claim slowdowns or claim denials aren’t caused by bad faith, but by missing documentation, skipped authorization steps, or miscommunication between the repair shop and administrator. The good news is that many of these issues can be avoided. By asking five key questions before repairs begin, you can streamline the claims process, reduce confusion, and help reduce the likelihood of avoidable delays.

The Key 5 Questions to Ask Your Shop

Saving time at the repair shop by getting prior authorization can help ensure your claim submission is a seamless process. While approved shops will work directly with Endurance during a claim, you should still ask the following five questions to ensure you’re at the best shop for your needs:

1. Are you familiar with my warranty company’s claims process?

Extended warranty or vehicle service contract providers rely on communication between the shop and the warranty administrator. Shops that regularly work with warranty companies know the drill backwards and forwards, from diagnosis procedures to teardown requirements to obtaining approvals.

Luckily, you’ll know ahead of time if your shop partners with Endurance so long as they were located through the shop finder, in partnership with RepairPal, which provides access to over 4,000 shop locations.

Generally, though, if the shop is familiar with warranty claim procedures, then it means they’re capable of handling the claims process. If they say no or seem unsure, though, it doesn’t necessarily mean they can’t do the work, but rather that they may require extra coordination on your behalf.

Green flags to look for are shops that mention pre-authorization, ask for your warranty contract, or understand that they’ll need to speak to the administrator before repairs begin.

2. Can you perform a diagnostic before calling for authorization?

The second question to ask is important because warranty providers need to know what failed and why on your vehicle before approving coverage. This helps determine whether the failure may qualify for coverage under the terms of your contract. Shops need to diagnose the issue first, then call for authorization. Most claim denials happen because shops jump straight to repairing or replacing a part without documenting the failure.

By asking this question, you are aligning expectations with the shop, ensuring they follow the correct order of operations, and avoiding premature labor expenses. Be aware that diagnostic labor is rarely covered and that you may need to pay a small sum.

3. Will you contact my warranty provider before starting repairs?

This question matters because the bulk of extended warranty or vehicle service contract providers require pre-authorization as a part of their denial management procedures. Beginning repairs before authorization may affect eligibility for coverage under many contracts. Some providers may also require an on-site inspector to verify failure, which is something shops should be aware of. The expected shop workflow after a breakdown should be as follows:

• Perform diagnostics
• Document findings
• Contact the warranty administrator
• Get authorization to complete the repair
• Complete the repair

4. What documentation will you provide for a claim?

Extended warranty or vehicle service contract providers will require proof beyond the word of the repair shop calling them. The most common documentation they request includes:

• Diagnostic notes
• Failure cause notes
• Photos of failed components
• Odometer reading
• Routine maintenance records
• Estimate with parts & labor
• Tear-down results (if needed)

Shops that routinely work with warranty or vehicle service contract companies will usually have a documentation workflow already set up, whereas others may not. By asking this question early on, you reduce the risk of back-and-forth later during the claims and billing process.

5. If additional damage is found, will you call before proceeding?

Claims can naturally evolve once a repair actually begins. For perspective, a simple leak may actually reveal a cracked housing, or a failed sensor may actually indicate a wiring harness issue. If a shop proceeds with an additional repair without calling for that additional approval, your contract may only cover part of the repair or deny the supplemental work entirely.

Asking this question upfront will help you create a safeguard by ensuring the shop knows not to proceed with additional repairs until coverage is confirmed.

Common Issues that Slow Down the Repair Process

Even with a helpful shop and value contract, claims can slow for predictable reasons. A delay or denial reason for reimbursement may come from:

1. Skipping the diagnostics step
2. Starting repairs before authorization
3. Missing any proof of maintenance
4. No communication between the repair shop and the administrator
5. Repair shops that treat warranty companies like insurance companies
6. Customers not knowing what’s covered as part of their contracts

The last thing you want is to have to resubmit a claim or get a claim denied entirely because you didn’t read the fine print ahead of time, so always familiarize yourself with the process.

What to Have Ready Before Your Shop Visit

Seeing a rejected claim can be a distressing experience, which is why knowing what to bring with you to the repair shop is crucial. First and foremost, gather a copy of your warranty or vehicle service contract, or the ID number for your plan. You should also bring along any maintenance records for your vehicle that you have along with the current mileage of your vehicle.

In the event you’re missing any maintenance records, do your best to collect dealership service history, previous shop invoices, or any digital service logs that may be available. Maintenance-related denials are often about a lack of proof, rather than a lack of maintenance.

Additionally, be proactive and provide the contact information for your warranty administrator to streamline things and avoid rejections.

Protect Your Vehicle with Endurance

To help reduce the risk of avoidable claim delays or denials and being forced to engage in the appeals process, ensure you do everything possible to get your claim approved by asking the right questions to your repair shop upfront. This will help with timely filing for your claim and ensure your repairs are finished as quickly as possible.

If you don’t actively have a coverage plan for your vehicle, rest assured that Endurance has a plan to suit your needs. We offer a range of coverage options designed to help manage certain unexpected repair costs. Contact one of our representatives at (800) 253-8203 or request a FREE email quote. You can also shop our eStore to see your price and plan recommendation right away.