AFTERCARE EXTENDED SERVICE CONTRACT CLAIM PROCEDURE
We strive to adjust claims on the same day they are reported as often as possible. In an effort to ensure that you and your customers receive the best service, we ask that you follow these steps should a failure occur:
PLEASE DO NOT REPAIR THE VEHICLE UNTIL THE CLAIM HAS BEEN ADJUSTED BY AFTERCARE.
Please call Aftercare at (800) 832-3237 for claims authorization before you begin the repairs.
When a customer with Aftercare comes into your Dealership with a vehicle that is experiencing a failure, please do the following:
- Make the customer aware that he/she must authorize the cost of tear down and diagnosis. (This protects your dealership and the customer from unexpected expenses should a covered failure not be identified.) Aftercare will reimburse for up to 1/2 hour diagnostic time and tear-down for covered failures (Aftercare may, at our discretion approve a longer amount of diagnostic time).
- Once the failure is diagnosed, call Aftercare at (800) 832-3237 to initiate a claim. At this time you will receive a claim reference number to be used should you need to contact us again regarding the claim. This reference number is NOT an approval. (Do not repair the vehicle until you receive an adjustment from Aftercare.)
For a list of items we will request when filing a claim click here.
- In order to give the claim proper consideration:
Our claims department may request service and maintenance records on the vehicle. (You may obtain these from the customer or if the service work was performed at your dealership, you may provide them.)
We may be required to send an independent inspector to look at the failed vehicle.
We may contact the customer to obtain information about the circumstances surrounding the failure.
- Aftercare will adjust the claim according to the terms of the agreement/contract.
- Once adjusted, Aftercare will contact your dealership with a claims adjustment. If the failure is covered, you will receive an approval code and a confirmed approved dollar amount. If the failure is not covered, you will receive an adjustment indicating that the failure is not covered, with an explanation of why.
- If the failure is covered and an approval code is given, please perform the repairs.
- When the vehicle has been repaired, please return it to the customer and have him/her sign the repair order. Aftercare reimburses for repairs once we have received a signed, repair order from the Dealership by mail, fax, email or upload.
Mail: Aftercare 126 E Dyer Rd. Suite A, Santa Ana, CA 92707
Fax: (714) 546-0849
Email: claims@aftercarecorp.com
Upload: Click here to upload a scanned and signed repair order
- Upon receipt of the signed Repair Order and review of the claim, Aftercare will reimburse the dealer for the approved amount, by check, within 2 weeks. (Credit Card payments and other special payment arrangements can be made, at our discretion, on a case by case basis.)
- Aftercare reimburses at the following rates for Covered Breakdowns:
- Manufacturer suggested retail prices for Covered parts used in repairing a Covered Breakdown,
- The shop’s posted labor rate,
- The manufacturer’s “flat-rate” time for repairs,
- Up to 1/2 hour diagnostic time for Covered Breakdowns. (Aftercare may authorize additional diagnostic time at our sole discretion and only in writing.)
Important things to note:
a) If a vehicle is fixed and/or released prior to authorization, the claim will not be covered.
b) If an independent inspector arrives at your dealership and the vehicle is not available for inspection or is not in the state of tear down described to Aftercare, then the cost of the inspection may be deducted from any approved repair payment
c) Aftercare reserves the right to use remanufactured or rebuilt parts to repair a Covered Breakdown. This practice is sometimes necessary in order to avoid exceeding the maximum Coverage allowable under the Agreement.
d) Covered Failures on Used Vehicles occurring during the first forty-five days of the Aftercare Mechanical Repair Agreement term will be paid at 75% of retail for parts and labor (This applies even if the Used Vehicle must be repaired at another Repair Facility). It is the selling Dealer’s responsibility to cover the balance of the repair costs. As a part of your agreement to sell Aftercare, you agree to pay for these repair costs. Pre-existing conditions are not covered by the Aftercare Mechanical Repair Agreement.
e) Some special Service Contract Programs have a special predetermined labor rate. For example, Go Kart and Golf Car contracts might have a labor reimbursement rate that is set as a condition of the agreement itself.