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Guide to Filing a Claim

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It is important that you properly maintain your vehicle and keep the receipts.  The contract is only valid if your vehicle has been maintained in accordance with the manufacturer's specifications.  Keep all copies of receipts (oil changes, lubrication, etc.), as proof of maintenance may be required when you file a claim.

OBTAIN APPROVAL PRIOR TO HAVING WORK PERFORMED THAT MAY BE COVERED UNDER THE PROTECTION PLUS SERVICE CONTRACT.  If you believe the failure may be covered, call CoverEdge Worldwide personally, or instruct the repair facility performing the work to call and register the claim before the work is performed.

If your vehicle incurs a breakdown, please take the following steps to file a claim:

  1. Prevent Further Damage - Take immediate action to prevent further damage.  The contract will not cover the damage caused by not securing a timely repair when a breakdown has occurred.  The operator is responsible for observing vehicle warning lights and gauges, and taking appropriate action immediately.  Failure to do so may result in the denial of coverage.
  2. Take Your Vehicle to a Licensed Repair Facility - If your vehicle breaks down, return to the issuing dealer.  If this is not possible, take your vehicle to any licensed repair facility.  (You may contact CoverEdge Worldwide  for help in locating a repair facility.)
  3. Provide the Repair Facility with a Copy of Your Contract and/or Your Contract Number.
  4. Register Repairs with CoverEdge Worldwide - Prior to any repair being made, instruct the Service Manager at the repair facility to contact CoverEdge Worldwide to register the claim.  Any claim for repairs that has not been registered will not be covered except as provided under Emergancy Repairs.  The amount registered with CoverEdge is the maximum amount that will be paid for repairs covered under the terms of the contract.  Any additional amount must be submitted to CoverEdge Worldwide, prior to submitting the claim for payment.
  5. Authorize Teardown and/or Inspection - In some cases, you may need to authorize the repair facility to inspect and/or teardown your vehicle in order to determine the cause and the cost of the repair.  You will be responsible for these charges if the failure is not covered under the terms of the contract.  CoverEdge Worldwide reserves the right to require an inspection of your vehicle prior to any repair being made.
  6. Review Coverage -  After CoverEdge has been contacted, review with the service manager whaty will be covered by the contract. 
  7. Pay any Applicable Deductible - CoverEdge Worldwide will reimburse the repair facility or you for the cost of the work performed on your vehicle that is covered by the contract and previously authorized, less the deductible (if any).  Once authorization is obtained and the repair order is completed, all Repair Orders and documentation must be submitted to CoverEdge Worldwide within sixty (60) days, (365 days in Wisconsin), to be eligible for payment.
  8. Emergency Repairs - Should an emergency occur which requires a breakdown repair to be made at a time when CoverEdge's office cannot be contacted, you must call within five (5) business days from the date of repair to determine if such repair will be covered by the contract.  If covered, you will be reimbursed for the repair.

If your vehicle breaks down on the road:

Follow the same steps as above.  If necessary, the repair facility will be paid, less your deductible (if any), by CoverEdge's national charge card system (MasterCard or VISA) on your behalf.  In some cases, you may need to pay the repair bill in full.  If so, you will be reimbursed for the registered amount of the repair, less your deductible (if any). 

If you have any questions regarding claim procedures or coverages, please call CoverEdge Worldwide at the number below and ask for a Customer Support Representative.

(800) 577-6624
Available 24 hours/day, 365 days/year
 
For Towing/Road Service and Lost Key/Lockout assistance,
call (888) 248-8289.
 
 
 

SERVICE MANAGER’S GUIDE TO FILING A CLAIM

 

1.        Advise Contract Holder – That evaluating the cause of the failure does not mean that the failure is covered under this vehicle service contract.  All covered repairs must be registered with CoverEdge Worldwide.

2.        Contract Holder’s Approval for Evaluation – Obtain approval from the contract holder to inspect and/or teardown vehicle to determine cause and cost of repair.  Save all components, including fluids and filters, in the event CoverEdge Worldwide requires an inspection.  Inform the contract holder that the cost of the teardown will not be paid if the failure of the component disassembled is not covered under the contract.

3.        Cause, Cure and Cost – Assess the problem(s), cause, cure of the failure and cost of the repairs.  NOTE:  Any major component failure that has a verifiable complaint, i.e. slipping transmission, knocking engine, etc., should be called in prior to any teardown.

4.        Register the repair with CoverEdge Worldwide – Call the Service Manager’s Support Representative at (800) 577-6624 to register the claim.  Please have the following items ready when you place the call:

A.      Customer’s Contract Number

B.       Cause of the Failure and the Cure

C.       Cost of the Repair

D.      Factory Part Number(s)

5.        The Support Representative will Verify the Coverage and –

A.      Register the Claim – CoverEdge Worldwide will register the claim, issuing a Reference Number.  Record this Reference Number on the Repair Order.  The registered claim amount is the maximum you will be paid.  Any additional amounts must be registered with CoverEdge Worldwide prior to submitting the claim for payment.  When you call to register the claim, CoverEdge Worldwide will adjust the labor hours according to a nationally recognized labor time guide, e.g. Factory, Motors, Mitchell, or All-Data.

OR

B.       Request Additional Evaluation – Request further evaluation, teardown or outside inspection. 

   I.      Inspection – CoverEdge Worldwide  reserves the right to require an inspection of the vehicle prior to any repair being accomplished.  Diagnostic procedures not associated with the teardown are not covered.

 II.      Teardown – If a teardown is necessary in order to determine the cause of the failure, the contract holder must approve the teardown.  Please advise the contract holder that, if the component disassembled is not covered, then the contract holder must pay for the teardown.

Listed below is the Inspection Teardown Policy:

a.        Save all components, including fluids and filters, that need to be inspected.  CoverEdge Worldwide  may require covered components to be retained for their disposal.

b.       The Support Representative will arrange for inspection.

c.        If not visited within 48-hours, call the Support Representative

OR

C.       Deny the Claim – Deny the request and issue a Reference Number

6.        Review Repairs with Contract Holder – After CoverEdge Worldwide has been contacted, review with the contract holder what will be covered by the contract and what portions of the repairs, if any, will not be covered.

7.        Contract Holder’s Approval for Repairs – Obtain the contract holder’s approval to complete the repairs.  All repair orders must have a customer’s signature.

8.        Submit Repair Orders for Payment – All repair orders and documentation must be submitted to CoverEdge Worldwide at the following address within sixty (60) days:

CoverEdge Worldwide

P.O. Box 1179

Bedford, TX 76095

Toll Free:  (800) 577-6624

Fax:  (817) 785-6703

 

Schrade Group LLC * 1955 W. Baseline Road * Suite 113-535 * Mesa, AZ 85202
info@schradegroup.com