Frequently Asked Questions
Q: I’ve had a mechanical breakdown. How do I start a claim?
A: Use all reasonable means to protect your vehicle from further damage. This may require you to stop your vehicle and call for roadside assistance and arrange for your vehicle to be taken to a licensed repair facility. Describe your concerns to them, and authorize the necessary diagnosis. The repair facility will need to diagnose the concern to determine what component caused the failure. Call our claims department to initiate the claim: 844-548-2816.
Q: Where can I take my vehicle to get repaired?
A: You can take your vehicle to any licensed repair facility of your choice. We have national accounts with AAMCO, Firestone, Pep Boys, and NTB Tire.
Q: I’ve had a mechanical breakdown – who will tow the vehicle?
A: All Owner Essentials Vehicle Service Contracts with Ultimate, Deluxe and Powertrain coverage levels include roadside assistance. Contact them at 800-304-3281.
Q: How do I get a rental car?
A: Your contract has a benefit for rental car assistance for covered failures, you can pay for the rental and submit the bill for reimbursement.
Q: Who is going to pay the shop/contractor for the repair and how?
A: All authorized benefits are paid directly to the repair shop or contractor using a direct credit card payment after we receive confirmation of the completed repair and an invoice from the repair facility. You are responsible to pay the repair shop or contractor your deductible or service fee.
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. However, if a simple repair totaling $350 or less was needed outside of our normal business hours and no prior authorization could be obtained, it can be submitted to EFG for reimbursement consideration. You must review your contract to determine if the breakdown is due to a failure of a covered part and there are no listed exclusions or wait period in effect that apply.
Q: Do you pay for all the parts and all the labor?
A: Labor times will be verified by one of three nationally recognized labor time guides. Approved replacement parts may not exceed manufacturer’s suggested retail price.
Q: Why do I need maintenance records?
A: You must keep and make available verifiable service receipts which show that the maintenance has been performed within the time and mileage limits required. Your contract excludes benefits on any damage caused by a lack of recommended maintenance.
Q: Who approves diagnosis and/or teardown on the repair?
A: You are responsible for authorizing all diagnoses needed to determine if your vehicle has a covered mechanical breakdown. If it is determined that the repair is needed due to a covered breakdown, we will pay for this part of the repair. If the failure is not due to a covered breakdown, then you will be responsible for this charge.
Q: Why would a claim be denied?
A: Please refer to the listing of “covered parts” in your contract and the listing of “what is not covered, exclusions”. In many cases, the component your repair shop is asking to repair or replace is not specifically listed in your contract for coverage, or there may be an excluded condition which caused the failure. If needed, please call and we can help you with specific details: 844-548-2816.
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: 844-548-2816.
Q: How do I make my monthly payment? Who receives the payment?
A: Please contact our Client Services department and they can assist you in finding your contract provider and payment information: 844-548-2816.
This website is intended solely for the purpose of providing general information with respect to vehicle service contracts. You must refer to the actual vehicle service contract to obtain specific information about definitions; terms and conditions; coverage; benefits; claim instructions; exclusions; and special state requirements.