Dealership/Lending Institution Customers
If you purchased a vehicle service contract from an automotive dealer or lending institution (such as a credit union):
Q: I’ve had a mechanical breakdown. How do I start a claim?
A: The first step of the claim process is to contact the dealership’s Service Center from which you purchased the service contract. Describe to them your concerns along with your authorization to perform the necessary diagnosis. Once the diagnosis is complete, the dealer service center will then call EFG directly to initiate a claim. They will provide us with the details of the failure, and which component or part will need to be replaced. Our Expert Claims representatives will review your contract and determine if the mechanical breakdown can be authorized for repair. Please note, all repairs must be approved by EFG in advance. Failure to do so may result in a mechanical breakdown not being covered.
Q: Where can I take my vehicle to get repaired?
A: For the best repair services please return your vehicle to the selling dealership you purchased the service contract from. If you are beyond a 50 mile radius of your selling dealer, then you can take your vehicle to any qualified licensed repair facility.
Q: I’ve had a mechanical breakdown – who will tow the vehicle?
A: Our Drive Forever powertrain plan offers towing reimbursement for up to $75 dollars per occurrence for a covered mechanical breakdown. For all other contract types, you will be protected by Roadside Assistance. These benefits include towing for a mechanical breakdown, flat tire change, jump starts, vehicle fluid delivery, lockout assistance and concierge services.
Q: How do I get a rental car?
A: The most convenient way to get a rental car is through the dealership at which your car is being repaired, as most dealerships provide this service. You can also contact any car rental company and rent the car of your choosing. However, rental benefits are available on covered failures only for covered plans that offer the rental benefit. Additionally, you are limited in the number of days covered along with the maximum rental expense amount reimbursed per day. If you elect to use a local car rental company, you can pay for the rental and submit the bill to EFG for Reimbursement. Please refer to your contract to confirm eligibility and or specific car rental coverage details.
Q: Who is going to pay the shop for the repair and how?
A: All authorized benefits are paid by EFG directly to the repair shop using a direct credit card payment after we receive confirmation of completed repair, and an invoice from the repair facility.
Q: I paid for a repair and want to know if and how I can be reimbursed?
A: All contracts require that any repairs be approved in advance by EFG. Simple repairs needed outside of our normal business hours where prior approval was not available can be reviewed for reimbursement consideration. The mechanical breakdown must be due to a failure of a covered part based on your contract and there can be no listed exclusions that apply. A simple repair is defined as requiring 2 hours or less of labor time to complete for a covered part.
Q: Do you pay for all the parts and all the labor?
A: EFG offers a wide variety of products with different coverage options for both new and used vehicles. The Drive Forever Powertrain plan covers the most common parts found within the Engine and Transmission assemblies. Our basic Motor Assist Powertrain plans provide the same coverage of common parts found within the Engine and Transmission assemblies but also includes parts within the Transfer Case and Drive Axel Assemblies. Our most extensive programs provide an additional level of coverage for parts found within the AC/Heating, Suspension, Steering, Cooling, Fuel Systems, Brake and Electrical assemblies.
Q: Why do I need maintenance records?
A: Regularly scheduled maintenance is a contractual requirement as stated within the “Your Obligation” section of your contract. Maintaining these records is the best evidence in supporting that you are adhering to your Vehicle’s manufacturer maintenance recommendation. Most maintenance records can be obtained by simply going back the service center that performed the maintenance and requesting a copy. You will need your VIN number from the vehicle and possibly some form of identification, like your driver’s license. Your contract excludes benefits on any damage caused by a lack of recommended maintenance as some major mechanical failures can be contributed to not performing regularly scheduled maintenance within the time and mileage limits required.
Q: Who approves diagnosis and/or teardown on the repair?
A: You are responsible for authorizing any teardown or diagnostic time needed to determine if your vehicle has a covered breakdown. If it is determined that the repair is needed due to a covered breakdown, then the diagnostic procedures will be paid by EFG. If the failure is not a covered mechanical breakdown, then you will be responsible for this charge.
Q: Why did we deny or not cover a repair?
A: Your contract has an Exclusionary section that lists what the vehicle service contracts do not cover. Additionally, all parts not specifically listed under the covered parts section of your contract are considered not covered. The following information is not the full list of exclusions, but rather the most commonly misunderstood.
Q: How do I get a copy of my contract/coverage? How do I cancel?
A: Please contact our Client Services department so they can assist you: 800-527-1984