CLAIMS

Where can I take my vehicle if it has a problem?
Good news! In the event of a breakdown or suspected problem, you can take your vehicle to any licensed repair facility of your choice.

How do I start a claim?
Simply take the vehicle to any licensed repair facility and have them contact us at (800) 531-1925 with the diagnostic results to start the claim. Our Vehicle Service Contract Specialists will take it from there! Please note that regardless of the repair facility you choose, pre-authorization is always required from American Auto Shield prior to any service being performed under your service contract (except emergency repairs after business hours or on holidays - refer to your contract for details).

What if I have an emergency repair and your office is closed?
Reimbursement for emergency repairs performed outside of normal business hours can be obtained by the service contract holder provided the provisions governing emergency repairs are followed and followed on the next business day after such emergency repairs are performed. Please see your contract coverage pages for more details.

How do I get a rental car?
Many repair facilities have loaner cars or have a rental facility onsite. However, if your repair facility does not provide rental cars, contact your local rental car company and retain your receipt. Once your vehicle is repaired, simply submit your rental receipt for coverage. Coverage varies from contract to contract. Please see your specific service contract coverage pages for exact terms. Please note that rental is not authorized until the claim is authorized.

What is covered by my service contract?
Specific coverage varies depending upon service contract purchased, place of purchase and vendor agreement.

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How much of my claim will you pay?
We use nationally recognized guides that are updated daily. These guides show manufacturer suggested list prices for parts and labor times to complete each repair. Our Vehicle Service Contract Specialists will work to get you the best prices for parts and service. We are required to document all of our decisions and we have a financial responsibility to verify all charges submitted by the repair facility.

How long does it take for the repair facility to get paid?
Payment is made by corporate credit card directly to the repair facility. Once we receive a completed invoice from the repair facility, it normally takes 30 minutes or less for the payment to process. In the event the shop does not accept credit cards, we will pay by check.

Do I need service records for every claim?
Not every claim will require maintenance records, but some do. If the claim is for a maintenance related item we will ask to review your records. Occasionally we will ask for service records to verify your mileage on your contract in order to verify you were provided the correct coverage.

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Is there a Waiting Period condition in my service contract terms and conditions?
Yes, there is a 30 day / 1000 mile waiting period from the odometer reading and sale date of the service contract in which American Auto Shield is unable to administrate claims for that contract. This allows American Auto Shield to keep our service contracts at a competitive price for the consumer by eliminating service contract coverage for “junk yard” vehicles and those with existing failures. However, if during the waiting period you should have any questions or concerns regarding your service contract, please feel free to contact us. Our superior customer service begins the day of your purchase!

How does American Auto Shield source parts?
American Auto Shield may choose to use NEW, remanufactured, or like kind and quality used parts. Labor is authorized using a nationally recognized labor manual. This protects the consumer from overpaying for parts and labor and allows American Auto Shield to keep our service contracts at a competitive price for the consumer. All parts are sourced from one of our many reputable parts vendors. Please see your contract coverage pages for more details.

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CUSTOMER SERVICE

How do I transfer my service contract?
Simply provide us with a completed Transfer Application along with a copy of the bill of sale or title showing the new owner's name, the odometer reading at time of sale, the transfer fee as stated in your contract coverage pages and all service records from the sale date of the contact showing routine maintenance of the vehicle. Please note that the service contract can only be transferred party to party and NOT to a dealer.

How do I change my address, name or phone number?
Any requests for changes made to service contract holder information must be submitted in writing. Please mail or fax us the request and include the service contract number and the new address, phone number and/or full name of person who will be added (a name change must be accompanied by a copy of the marriage certificate indicating the former name and the new name).

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Can you help me with questions about my financing?
American Auto Shield is the claims administrator for your service contract. We are not the finance company and we do not handle payments. You will need to contact your finance company. If you do not know who your finance company is, please contact American Auto Shield or the selling dealer to obtain the finance company contact information.

How do I cancel my service contract?
Any request for cancellation must be submitted in writing. Please mail us the request and include the service contract number, reason for cancellation, current odometer reading, customer signature and date. Simply mail the information with the original signature to our address. FAX COPIES OF CANCEL REQUESTS CANNOT BE PROCESSED as we must have the original signature. If payment was made in full, cancellations will take 4 weeks or less to process, but can take up to 6 weeks in some circumstances. If you financed your contract, it will take approximately 6-8 weeks to process.

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