Ancillary Products Claims Manual

Transcription

1 Ancillary Products Claims Manual Portfolio Commercentre Dr., Suite 100, Lake Forest, CA Claims: Phone Fax Ancillary Claims Hours: 7:00am to 4:30pm Mon-Thur & 7:00am to 3:30pm (PST) Friday

2 General Ancillary Claims Practices: All (non-maintenance) warranty claims require authorization from a Portfolio Warranty Claims Administrator. Please follow the instructions outlined in this manual prior to any repair work being completed. All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of an authorization, please visit one business hour after a claim has been initiated or please call (877) Please visit our site for all your ancillary claims needs at Please enter the first 3 letters of the contract holder s last name, as well as the contract number or the last 7 digits of the covered vehicle s VIN. If new warranty claim forms are sent via our claims site, ed, or faxed and the dealership/provider does not hear from us in a timely manner, please call us at (877) to verify receipt. Warranty claims are the only claims that can be netted from new business and it is only eligible on business that is online entered on our Dealer Portal. All other warranty claims will be reimbursed to the dealership by check or credit card. Enclosed you will find claims procedures for the following products: Appearance Protection (Express Care, Xzilon and Cilajet) Tire and Wheel Road Hazard Key Replacement Code/Etch Vehicle Theft Replacement Autogap Dent Care Complete Care Glass Defense (Windshield) Tires for Life / Tires for Loyalty Road Hazard Express 5 LR3 Select Shield Page 2 of 24

3 Portfolio-Express Appearance Protection Claims Procedures If you have a claim, please visit our website to verify coverage and download the claim form or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Provide the repair shop a copy of the Limited Guarantee Agreement. 2. Allow the repair shop to inspect the vehicle to determine the cause and full extent of damage. 3. Prior to starting any repairs, the following documents must be sent to Portfolio: A copy of the Limited Guarantee Agreement. A new claim form A photograph of the damage with a detailed description of the damage An estimate of repair from the original Dealer to Portfolio. **If not the original dealer, please provide 2 estimates from 2 different places (of customer s choosing). We will then compare prices and decide from the 2 ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of an authorization, please visit one business hour after a claim has been initiated or please call (877) Page 3 of 24

4 Portfolio-Express Tire & Wheel Claims Procedures If you have a claim, please visit our website to verify coverage and start the claim online, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of the front and back of Tire & Wheel Contract 2. Estimate for replacement tire or rim 3. Pictures if it s a damaged rim or more than 1 tire is damaged Any other information reasonably requested Once we review and verify all of the information (items 1, 2 & 3), we will contact the dealership if there is any additional information needed or requires clarification. ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of an authorization, please visit one business hour after a claim has been initiated or please call (877) Page 4 of 24

5 Portfolio-Express Road Hazard Claims Procedures If you have a claim, please visit our website to verify coverage, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of the Road Hazard Agreement 2. Completed Work Order Stating cause of damage, tread depth and which tire was replaced or repaired. **If not the original dealer, please provide Completed work order from tire facility of your or customer s choosing. ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of the claim, please visit one business hour after a claim has been initiated or please call (877) Page 5 of 24

6 Portfolio-Express Key Replacement Claims Procedures If you have a claim, please visit our website to verify coverage and start the claim online, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of Key Replacement Contract 2. Estimate for replacement key 3. Customer Signed Key Replacement Authorization with customer s description of facts and circumstances surrounding the loss/damage of the key All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of an authorization, please visit one business hour after a claim has been initiated or please call (877) ** Please submit final CUSTOMER SIGNED invoice for reimbursement** Roadside Service Claims Procedures To file an Emergency Road Side Assistance claim, please notify Roadside Assistance at the toll free number listed on the contract. Please be prepared to provide the following: 1. Contract number or last 6 of VIN # and last name of contract holder 2. Brief description of services needed. Once coverage has been verified, a Roadside Assistance specialist will assist with services. Page 6 of 24

7 Portfolio-Express Code/Etch Claims Procedures The customer calls Portfolio at (877) to file a claim. When calling, they need to provide either the theft contract number or the last 6 digits of the VIN. We will verify the customer s mailing address, vehicle information, the date of loss and address. A documentation checklist is ed (or mailed) to the customer to advise him/her of the documents they are required to submit in order for us to forward their claim to underwriting for processing. The customer may visit us online at during the claims process to see the status of the claim. As documents are sent to us, we will revise the document checklist and send another checklist to the customer advising them of the remaining documents. Once all of the documents are received & approved in our office, the claim is forwarded to the underwriter for processing. The estimated time for the review process is 30 business days. Once the claim is approved for payment, a check is issued and a letter is mailed to the customer and the dealership. All Code/Etch theft checks are made payable to both the selling dealership and the customer. The check is mailed to the selling dealership and the customer will be contacted by the dealership. Page 7 of 24

8 Documentation Checklist- Code/Etch INSURANCE COMPANY: Settlement Check Copy or a Draft of the Check* Police Report (if the insurance company does not have this, you will need to obtain a copy from the police dept.) Written statement from the insurance adjuster that verifies the vehicle was not recovered within 30 days from the date of theft. This must be typed on their letterhead and include their claim number, the date of loss, the vehicle information, the date the statement is being written, and the adjuster s signature. DEALERSHIP: Code/Etch or Security System Contract (both front & back side) Retail Installment Contract ADDITIONAL REQUIREMENTS: If the system required active arming you MUST return all sets of keys, remotes, or activating devices before the claim will be authorized. Any other documents reasonable requested to satisfy the claim. Please return the required documents to our office in order to finish the processing of the claim. We cannot process the claim until we receive all the required documents. Please send or upload the documents to: Portfolio Website: Attn: GAP Claims Dept. claims@portfolioco.com Commercentre Drive, Suite 100 Facsimile: (480) Lake Forest, CA **We May Require Any Other Documents Reasonably Requested To Satisfy the Claim** Page 8 of 24

9 Portfolio-Express Protection Vehicle Theft Replacement Procedures The customer calls Portfolio at (877) to file a claim. When calling, they need to provide either the theft contract number or the last 6 digits of the VIN. We will verify the customer s mailing address, vehicle information, the date of loss and address. A documentation checklist is ed (or mailed) to the customer to advise him/her of the documents they are required to submit in order for us to forward their claim to underwriting for processing. The customer may visit us online at during the claims process to see the status of the claim. As documents are sent to us, we will revise the document checklist and send another checklist to the customer advising them of the remaining documents. Once all of the documents are received & approved in our office, the claim is forwarded to the underwriter for processing. The estimated time for the review process is 30 business days. Once the claim is approved for payment, a check is issued and a letter is mailed to the customer and the dealership. All theft checks are made payable to both the selling dealership and the customer. The check is mailed to the selling dealership and the customer will be contacted by the dealership. Page 9 of 24

10 Documentation Checklist- Vehicle Theft Replacement INSURANCE COMPANY: Adjuster s Evaluation Report* (shows how the actual cash value of the vehicle was determined) Adjuster s Settlement Breakdown* (shows breakdown of how the insurance settlement amount was calculated, including 1) amount paid; 2) type of loss; 3) date of loss; 4) mileage at loss; 5) deductible; and 6) any additions & deductions applied to the settlement. Settlement Check Copy or a Draft of the Check* Policy Declarations Page (lists coverages, deductible, & agent s contact information) Police or Accident Report (if the insurance company does not have this, we will need a copy from the police dept.) DEALERSHIP: Vehicle Theft Replacement Contract (both front & back side) Retail Installment Contracts for Total Loss Vehicle AND Replacement Vehicle Buyer s Order/Purchase Agreements for Total Loss Vehicle AND Replacement Vehicle (If Purchased New) Window Sticker or MSRP/Vehicle Invoice for Total Loss Vehicle AND Replacement Vehicle (If Purchased Used) Dealer Bookout Sheet (i.e. Kelley Blue Book or NADA) for Total Loss Vehicle AND Replacement Vehicle Please return the required documents to our office in order to finish the processing of the claim. We cannot process the claim until we receive all the required documents. Please send or upload the documents to: Portfolio Website: Attn: GAP Claims Dept. claims@portfolioco.com Commercentre Drive, Suite 100 Facsimile: (480) Lake Forest, CA **We May Require Any Other Documents Reasonably Requested To Satisfy the Claim** Page 10 of 24

11 Portfolio-Express Autogap Gap Procedures Please visit our website at to open a GAP claim. If internet use is not preferred, they may call Portfolio at (877) and request that a claim form be sent to them. Upon receipt of the claim form we will open the claim. When calling, they need to provide either the contract number or the last 6 digits of the VIN. We will verify the customer s mailing address, vehicle information, the date of loss and address. A documentation checklist is ed (or mailed) to the customer to advise him/her of the documents they are required to submit in order for us to forward their claim to underwriting for processing. The customer may visit us online at throughout the claims process to see the status of the claim. Documents can be uploaded directly from our website to the administrator working on the claim. As documents are sent to us, we will revise the document checklist and send another checklist to the customer advising them of the remaining documents. Once all of the documents are received & approved in our office, the claim is forwarded to the underwriter for processing. The estimated time for the review process is in as many as 30 business days. Once the claim is approved for payment, a check is issued and a letter is mailed to the customer and the dealership. The payment is sent directly to the lienholder. Page 11 of 24

12 Documentation Checklist- Express Autogap Gap LENDER: Loan Payment History (must show starting financed amount, all payments made from the start of the loan through the date of loss, how the payments were applied towards principal & interest, a running balance, & the acct. number) Payoff Letter (must state the balance owed on the loan on the date of loss, as well as provide their payoff address) GAP Contract, both front & back sides Retail Installment Contract (If Purchased New) Window Sticker or MSRP/Vehicle Invoice (If Purchased Used) Dealer Bookout Sheet from Date of Purchase (i.e. Kelley Blue Book or NADA) Buyer s Order (except CA claims) APR Letter (if monthly payments differ than what is reflected on the Retail Installment Contract). INSURANCE COMPANY: Adjuster s Evaluation Report* (shows how the actual cash value of the vehicle was determined) Adjuster s Settlement Breakdown* (shows breakdown of how the insurance settlement amount was calculated, including 1) amount paid; 2) type of loss; 3) date of loss; 4) mileage at loss; 5) deductible; and 6) any additions & deductions applied to the settlement. Settlement Check Copy or a Draft of the Check* Policy Declarations Page (lists coverages, deductible, & agent s contact information) Police or Accident Report (if the insurance company does not have this, we will need a copy from the police dept.) Page 12 of 24

13 DEALERSHIP: Copies of both front and back of any extended warranty service contracts, maintenance warranty contracts, theft contracts, credit life/disability contracts, etc. that you may have purchased. If not applicable, please disregard Copies of any cancellation refund checks for any warranties that may have been purchased. The cancellations are to be processed by the dealership for any cancellable contracts. Any delay in processing cancellable contract refund(s) may cause a deficiency that is not covered by GAP. If any of these are not cancelable, we will need a written statement from the dealer that states this specifically. If not applicable, please disregard. ADDITIONAL DOCUMENTATION THAT MAY NOT BE APPLICABLE: Completed Vehicle Options Form (If Purchased Used, May be sent/requested at a later date) Cause of Loss Form (May be sent/requested at a later date) High Mileage Form (If Mileage is over 2,500/month, May be sent/requested at a later date) (If there was no insurance or claim was denied) Denial or Lapse Letter (If there was no insurance or denied) Third Party Appraisal (e.g. from AAA, body shop, or similar) Please return the required documents to our office in order to finish the processing of the claim. We cannot process the claim until we receive all the required documents. Please send or upload the documents to: Portfolio Website: Attn: GAP Claims Dept. claims@portfolioco.com Commercentre Drive, Suite 100 Facsimile: (480) Lake Forest, CA **We May Require Any Other Documents Reasonably Requested To Satisfy the Claim** Page 13 of 24

14 Portfolio-Express Dent Care Claims Procedures If you have a claim, please visit our website to verify coverage and please contact Portfolio at (877) Provide the claims administrator with the customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our Dent Care Technicians. 2. A representative or technician from our Dent Care Repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. 4. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Page 14 of 24

15 Portfolio-Express Complete Care Claims Procedures If you have a claim, please visit our website to verify coverage and please contact Portfolio at (877) The claims administrator will ask for the customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our Total Care Technicians. 2. A representative or technician from our Total Care Repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. 4. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Page 15 of 24

16 Portfolio-Express Glass Defense ~ Windshield Claims Procedures If you have a claim, please visit our website to verify coverage and please contact Portfolio at (877) The claims administrator will ask for the customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our windshield repair technicians. 2. A representative or technician from our repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Page 16 of 24

17 Portfolio-Express Tires for Life/Loyalty Claims Procedures If you have a claim, please visit our website to verify coverage, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please provide the following: 1. Copy of customer s Tires for Loyalty/Life contract 2. Copy of all service records showing proof of all oil changes & tire rotations/balancing at manufacturer recommended intervals o If, at the time of service, a rotation & balancing was checked and determined to not be needed, this must be clearly noted on the service records. Portfolio may ask for dealership to provide manufacturers maintenance requirements. 3. Estimate for the replacement tires This must include the tread depth* on each tire being replaced. *Tread depth must be 3/32 or less 4. Once the above listed items have been received a claims representative will contact the dealership with approval or denial, or if there is any additional information needed or clarified. After you receive an approval number, you may proceed with the tire replacement. 5. Once tires are replaced, dealer must submit copy of the final R.O./invoice (R.O./invoice MUST have customer s signature.) 6. Upon receipt of the CUSTOMER signed R.O. the claim will be submitted for reimbursement. Claim payments are mailed within 2-4 weeks of receiving signed RO. All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of an authorization, please visit one business hour after a claim has been initiated or please call (877) Page 17 of 24

18 Portfolio-Express 5 Claims Procedures (Procedure Listed by Coverage) Portfolio-Express 5 Dent & Ding Repair Claims Procedures If you have a Dent or Ding claim, please visit our website to verify coverage and please contact Portfolio at (877) Provide the claims administrator with the customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our Dent Care Technicians. 2. A representative or technician from our Dent Care Repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. 4. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Portfolio-Express 5 Key Replacement Claims Procedures If you have a claim, please visit our website to verify coverage and start the claim online, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of Key Replacement Contract 2. Estimate for replacement key 3. Customer Signed Key Replacement Authorization with customer s description of facts and circumstances surrounding the loss/damage of the key ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) Page 18 of 24

19 Portfolio-Express 5 Claims Procedures Continued Portfolio-Express 5 Emergency Roadside Service Claims Procedures To file an Emergency Road Side Assistance claim, please notify Roadside Assistance at the toll free number listed on the contract. Please be prepared to provide the following: 1. Contract number or last 6 of VIN # and last name of contract holder 2. Brief description of services needed. Once coverage has been verified, a Roadside Assistance specialist will assist with services. Express 5 Tire & Wheel Claims Procedures If you have a claim, please visit our website to verify coverage and start the claim online, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of the front and back of Tire & Wheel Contract 2. Estimate for replacement tire or rim 3. Pictures if it s a damaged rim or more than 1 tire is damaged Any other information reasonably requested Once we review and verify all of the information (items 1, 2 & 3), we will contact the dealership if there is any additional information needed or requires clarification. ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) Page 19 of 24

20 Portfolio-Express 5 Claims Procedures Continued Portfolio-Express 5 Windshield Repair Claims Procedures If you have a claim, please visit our website to verify coverage and please contact Portfolio at (877) The claims administrator will ask for the customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our windshield repair technicians. 2. A representative or technician from our repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Page 20 of 24

21 LR3 Claims Procedures (Procedure Listed by Coverage) LR3 Audio Equipment Repair/Replacement, Belt and Hose Repair or Replacement, Brake Pad Replacement, Chrome, Molding and Trim repair or Replacement, Convertible and Vinyl top Repair, Missing Parts, Light Bulb and Lenses Claims Procedures If you have a claim, please visit our website to verify coverage, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please provide the following: 1. Estimate for repairs or replacement 2. Completed Claim form Once we review and verify all of the information, we will contact the dealership with approval or denial, or if we need any additional information or clarification. ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) Page 21 of 24

22 LR3 Claims Procedures Continued LR3 Exterior Repair Claims Procedures If you have a claim, please visit our website to verify coverage and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please provide the following: 1. The customer s contact information, vehicle information, and a description of the damages on the vehicle. This information will be forwarded to our windshield repair technicians. 2. A representative or technician from our repair network will contact the customer (they may need up to 72 hours advance notice) to schedule an inspection/repair time. The technician will make arrangements to meet the customer at the selling dealership. 3. The technician will advise the customer if their repair is covered and if any pictures, documents, or additional information will be needed. Technician will repair vehicle at this time for covered repairs. Once the repairs are completed, the technician will provide Portfolio with a repair invoice. The customer will have no out of pocket expense for covered claim repairs. Covered Items are as follows: Minor dents and dings (PDR service only) Windshield repair and replacement Carpet/seat rip, tears and stain repair Alloy wheel repair Minor paint damage (clear coat scratches, scuff marks, minor chip repair) Page 22 of 24

23 LR3 Claims Procedures Continued LR3 Road Hazard Tire Coverage Claims Procedures If you have a claim, please visit our website to verify coverage, or download the claim form and follow its instructions, or please contact Portfolio at (877) and instruct the customer take their vehicle back to the original Dealer. In addition, please instruct the customer to: 1. Copy of the Road Hazard Agreement 2. Completed Work Order Stating cause of damage, tread depth and which tire was replaced or repaired. **If not the original dealer, please provide Completed work order from tire facility of your or customer s choosing. ** Please submit final CUSTOMER SIGNED invoice for reimbursement** All paperwork must be submitted to our claims department via web, , fax or U.S. Mail Web: claims@portfolioco.com Fax number: (480) To find out the status of the claim, please visit one business hour after a claim has been initiated or please call (877) Page 23 of 24

24 Portfolio-Express Select Shield Manual Claims Procedures If you have a claim, please contact Portfolio at (800) , ext. 238 and instruct the customer take their vehicle back to the original Dealer. In addition, please provide the following: 1. Customer Signed Repair Order which should include, VIN, mileage, date of repair and the amount of the deductible The Portfolio administrator will verify the contract s eligibility and coverage yolanda@portfolioco.com Fax number: (949) Page 24 of 24