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How to Work with Repair Shops During Your Extended Warranty Claim

BY: Adam Karner
Female Mechanic Working Under Vehicle

Everyone loves getting behind the wheel of their car. Knowing you can go anywhere, any time, is incredibly liberating. But no matter how great your car is or how well maintained, it’s unfortunate that all components will eventually fail. And when they do, you could face a repair bill you can’t afford.

To protect themselves and their wallets from the cost of unexpected car repairs once the manufacturer’s warranty (or factory warranty) has run out, drivers across America are investing in extended warranties (also known as vehicle service contracts). Buying an auto protection plan is one of the best ways to have total driving confidence as it gives you the reassurance that, when the worst happens, you won’t have to cover the cost of repair work yourself.

So, what do you do if you need to make a claim? We want to make the process seamless, so we’ve put together this guide on working with repair shops during your extended warranty claim.

From choosing the right repair shop to monitoring the repair process, read on for our top tips.

Understanding Your Endurance Extended Warranty

Whether you get your extended warranty from the car dealership or a third-party warranty company, it’s absolutely crucial you understand your coverage plan and what is and isn’t covered. The number one reason why claims are rejected at car warranty companies is because the component in question isn’t covered under the terms.

So, read and re-read your contract to avoid any nasty surprises when you get to the auto shop. If you have a vehicle service contract with Endurance, you can access all the most important plan information via your account on our website or on your phone with the handy Endurance Mobile pp.

It’s also useful to familiarize yourself with the claims process. Knowing exactly what you need to do beforehand can save a lot of stress if your vehicle breaks down. At Endurance, claims follow these eight steps:

1. Prevent further damage.

If your new or used car lets you down, it’s important to try to prevent causing any further damage, as this could complicate the claim. Pull over in a safe spot immediately and call roadside assistance. The number for this can be found in the Endurance app.

2. Take your vehicle to a licensed repair facility.

With Endurance, you can take your vehicle to the licensed repair shop of your choice. Find a repair facility near you using the RepairPal Partner Network. Make sure you give the service manager a copy of your Endurance contract or your contract number before the shop does anything to your vehicle.

3. Service manager obtains authorization from the administrator before making any repairs.

Instruct the service manager at your chosen facility to contact us to obtain authorization for the claim. They can do this by calling (224) 326-0619. Any repairs carried out prior to authorization will not be covered.

4. Authorize tear-down and/or inspection.

In some cases, it might not be immediately obvious what needs repairing or how much it might cost. If this happens, you’ll need to authorize the tear-down or inspection of your vehicle by the auto shop.

5. Review your warranty coverage.

Once the service manager has contacted Endurance, you should take some time to review your contract with them and determine exactly what will be covered before work begins.

6. Pay any applicable deductible.

If your contract includes a deductible, this is the point at which it must be paid. Once you’ve done so, the auto shop can start work on your vehicle. Endurance will then reimburse the auto shop for the cost of the work, so no money (besides your potential deductible) will be out-of-pocket.

7. Keep all forms of documentation during this time.

It’s unlikely you’ll need it, but make sure to keep hold of any paperwork for the auto repair until the work has been completed and your car has been returned to you. If there are any issues, you must have this documentation on hand.

8. Sit back and relax while your car is getting repaired.

You’re all done! Before you know it, you’ll be back behind the wheel. But if things take a little longer than expected, your replacement vehicle reimbursement perk will keep you moving until your car is ready to hit the road again.

Choosing the Right Repair Shop

Like you wouldn’t go to any old dentist, you shouldn’t take your vehicle to any old repair shop. Go somewhere without the tools or training, and you’ll be back to square one before you know it. Choosing the right repair shop can be tough, but you can find a reputable in several ways.

The first and most obvious one is word of mouth. Recommendations from friends and family are worth their weight in gold, so if someone you know has had a positive experience with a local auto shop, chances are you can trust it, too.

Break down far from home, however, and things might not be so straightforward. Rather than searching for the closest place and hoping for the best, look at the RepairPal Partner Network for local recommendations. RepairPal pinpoints ASE Certified shops that are thoroughly screened for quality, tools, training, and fair pricing. You can also use the RepairPal website to learn everything you need to know about a specific facility and check out reviews from recent customers.

Once you have a shop in mind, there are a few things you can do to verify their credentials and expertise:

  • Check how long they’ve been in business—the longer, the better.
  • Take a look at their Better Business Bureau profile as well as their social media presence.
  • Inspect their appearance and amenities (either in person or online).
  • Look for ASE and AAA certifications in the shop or on their website.

The Role of the Service Manager in Filing Claims

When you arrive at your auto shop of choice, the service manager will be your main point of contact. Show them your Endurance contract (or contract number) before anything else, and if necessary, authorize them to tear down and inspect your vehicle.

Once they find out what needs repairing and how much it will cost, they’ll contact us to confirm that the repair is covered under your plan and request authorization to go ahead with the work. At this point, make sure to check in with them to find out what will and won’t be covered during your visit and confirm that you’re happy to proceed. Only after you’ve paid any applicable deductible can they start working on your vehicle.

Monitoring the Repair Process

When your claim has progressed to the point that your car is being worked on, you might want to monitor the progress of your covered repairs. In the best-case scenario, the auto shop will call you to come and collect your vehicle within a few hours of you taking it there. However, the service manager is your best point of contact if it takes longer than this. By contacting them via phone or calling in to see them, they can give you an updated ETA and put your mind at ease.

While it’s great when things go to plan, there are some instances where a repair might be denied. These include:

  • The repair wasn’t covered by your plan: Some plans are more comprehensive than others, and yours might not cover the components that need repairing in this specific instance.
  • Lack of regular maintenance: Every extended warranty provider will require that you stick to your manufacturer’s recommended maintenance schedule for the duration of your contract. Negligence and lack of routine maintenance will result in claim denial.
  • Unauthorized modifications: Every car owner would love to add a little flair to their vehicle, but most providers will only accept a certain level of modification before coverage is voided. Check your fine print and clarify with customer service before you have any such work carried out.
  • Misusing your vehicle: Using your vehicle for the wrong reasons is another surefire way to void your coverage. For example, engaging in street racing, or taking a Nissan Qashqai offroading will lead to repairs that will most definitely not be covered by your warranty.
  • Altering the odometer: Mileage is important in the type of coverage extended warranty companies will offer you and the price they charge you for it. Altering your odometer will automatically void your coverage and lead to repairs being denied.

Ensuring Quality of Repairs

Doing your due diligence when selecting a repair shop means the work carried out should be to an acceptable standard, but it’s helpful to check once you have the keys back in your hand. Even if you aren’t a budding mechanic, popping the hood and giving everything a quick once-over can catch any obvious signs that things aren’t quite right. Should the same component fail within a short period of time, this will be covered by your warranty, though you might want to seek help at a different auto shop this time.

If you have post-repair concerns, visit the repair shop and ask to speak to the service manager again. Or, if you’d like to speak to our customer service team first, call them 24/7 at (866) 432-4443. We’ll do our very best to keep you driving with confidence.

Save on Repair Costs and Get Total Peace of Mind

If you don’t have an extended auto warranty just yet, don’t delay. With the annual cost of car ownership recently passing the $12,000 mark, mechanical breakdowns are more expensive than ever, but having coverage can save you some serious money. You need a provider you can rely on — and Endurance is America’s most trusted.

Since opening our doors in 2006, we’ve helped thousands of drivers of new vehicles and used cars protect themselves from the cost of unexpected component failure. We offer a range of auto protection plans designed to cater to an even wider range of drivers, with something for casual commuters, rideshare drivers, luxury car owners, and everyone in between. Our eligibility, affordability, and flexibility are unrivaled, so if our base plans don’t quite suit your individual needs and budget, our award-winning customer service team will happily tailor a custom plan instead.

We don’t just offer quality coverage — we also offer some of the best added benefits around. Every Endurance Warranty plan comes with 24/7 roadside assistance (including towing and battery services), rental car coverage, and replacement travel reimbursement as standard. New Endurance customers also get a year’s access to our Elite Benefits package, which adds on tire repair, key fob replacement, total loss protection, and collision discounts. Just pay a nominal activation fee, and they’re all yours.

Across the internet, auto experts rate us as the best vehicle service contract you could invest in. But don’t just take their word for it! We also have thousands of five-star reviews from happy customers on sites like Trustpilot and other consumer review websites.

If you’d like more information on how to save on vehicle repairs, call us at (800) 253-8203 to request a FREE quote. You can also shop online to see your price now.

For anyone who’d like to do some more reading first, our extended warranty blog has plenty more articles just like this one. Read comparisons with CARCHEX or CarShield, used vehicle reviews, auto expert advice, and DIY tips.

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