STEP 1 

BEFORE CALLING AMERICAN AUTO GUARDIAN, LLC ("AAGI") FOR CLAIM AUTHORIZATION , PLEASE DO THE FOLLOWING:

• Obtain maintenance receipts, inspection and road test form, prior invoices and work orders. If available, obtain a copy of the customer's Vehicle Service Contract.
• Have the customer sign a repair order authorizing the tear down and diagnosis of the vehicle to determine the cause of failure, and acknowledging responsibility for those costs if the breakdown is not covered.
• Have the following information available:
  • Contract number, vehicle owner name and address.
  • Description of vehicle (year, make, and model) plus the last six (6) digits of the VIN.
  • Current mileage.
  • Repair order number and date.
  • Engine size and transmission model type.
  • The date the breakdown occurred.
  • Customer complaint.
  • The cause of failure (what parts failed and why).
  • The correction – What repair alternatives (e.g. replace or overhaul) are available and/or necessary to properly repair the vehicle.
  • The cost of repair(s) inclusive of all parts and labor.
  • Terms of any warranty or guarantee for parts and/or labor.

Step 2

CALL AAGI FOR AUTHORIZATION

• Contact AAGI at (888) 306-7115 to obtain a Claim Authorization Number.
• You will be advised if the repair claim is approved, denied, in need of additional diagnosis, or if an inspection is required. When the method of repair and the total cost of the covered repair(s) have been agreed upon, you will be assigned a Claim Authorization Number. If the original pre-approved claim items or costs change, please contact us again for additional authorization.

PLEASE NOTE

Only after the authorization number has been issued can repairs to the vehicle be performed. Failure to obtain an authorization number prior to repairing, replacing, or cleaning any parts will result in denial of coverage.

STEP 3

PAYMENT FOR AUTHORIZED REPAIRS

• To receive payment, mail or fax the claim documentation to AAGI. Include all of the following, where applicable.
  • Repair order - Show name, phone number and address of the customer, vehicle make, model, VIN and mileage, authorization number, and breakdown of parts and labor. All parts must be itemized by part number and cost. (Customer signature on the repair order is required).
  • Sublet invoices (where applicable), including towing invoice.
  • Rental receipts (customer signature required). Prior approval for rental is required.
  • Maintenance receipts and any prior repair orders, if requested by AAGI.
  • Payment instructions, including complete business name, address and phone and fax number.
• Submit claim paperwork within 90 days from authorization for AutoGuard® Plus, AutoGuard®, and Wheelz® claims. Failure to timely submit will result in denial of reimbursement.

STEP 4

MAIL OR FAX CLAIM PAPERWORK TO:

American Auto Guardian, LLC
Attn: Claims Department
P.O. Box 925
Arlington Heights, IL 60006-0925
Fax: (847) 577-1484
 

ROADSIDE AND TOWING ASSISTANCE

If the Customer needs towing or other roadside assistance, have them contact Nation Safe Drivers at (855) 237-3819. Nation Safe Drivers is a sign and drive program with a price per occurrence benefit limit. Pre-authorization by NSD is required. See your contract for full details.

STEP 1 

BEFORE CALLING AMERICAN AUTO GUARDIAN, LLC ("AAGI") FOR CLAIM AUTHORIZATION , PLEASE DO THE FOLLOWING:

• Obtain maintenance receipts, inspection and road test form, prior invoices and work orders. If available, obtain a copy of the customer's Vehicle Service Contract.
• Have the customer sign a repair order authorizing the tear down and diagnosis of the vehicle to determine the cause of failure, and acknowledging responsibility for those costs if the breakdown is not covered.
• Have the following information available:
  • Contract number, vehicle owner name and address.
  • Description of vehicle (year, make, and model) plus the last six (6) digits of the VIN.
  • Current mileage.
  • Repair order number and date.
  • Engine size and transmission model type.
  • The date the breakdown occurred.
  • Customer complaint.
  • The cause of failure (what parts failed and why).
  • The correction – What repair alternatives (e.g. replace or overhaul) are available and/or necessary to properly repair the vehicle.
  • The cost of repair(s) inclusive of all parts and labor.
  • Terms of any warranty or guarantee for parts and/or labor.

Step 2

CALL AAGI FOR AUTHORIZATION

• Contact AAGI at (800) 858-6324 to obtain a Claim Authorization Number.
• You will be advised if the repair claim is approved, denied, in need of additional diagnosis, or if an inspection is required. When the method of repair and the total cost of the covered repair(s) have been agreed upon, you will be assigned a Claim Authorization Number. If the original pre-approved claim items or costs change, please contact us again for additional authorization.

PLEASE NOTE

Only after the authorization number has been issued can repairs to the vehicle be performed. Failure to obtain an authorization number prior to repairing, replacing, or cleaning any parts will result in denial of coverage.

STEP 3

PAYMENT FOR AUTHORIZED REPAIRS

• To receive payment, mail or fax the claim documentation to AAGI. Include all of the following, where applicable.
  • Repair order - Show name, phone number and address of the customer, vehicle make, model, VIN and mileage, authorization number, and breakdown of parts and labor. All parts must be itemized by part number and cost. (Customer signature on the repair order is required).
  • Sublet invoices (where applicable), including towing invoice.
  • Rental receipts (customer signature required). Prior approval for rental is required.
  • Maintenance receipts and any prior repair orders, if requested by AAGI.
  • Payment instructions, including complete business name, address and phone and fax number.
• Submit claim paperwork within 90 days from authorization for AutoGuard® Plus, AutoGuard®, and Wheelz® claims. Failure to timely submit will result in denial of reimbursement.

STEP 4

MAIL OR FAX CLAIM PAPERWORK TO:

American Auto Guardian, LLC
Attn: Claims Department
P.O. Box 925
Arlington Heights, IL 60006-0925
Fax: (847) 577-1484
 

ROADSIDE AND TOWING ASSISTANCE

If the Customer needs towing or other roadside assistance, have them contact Nation Safe Drivers at (855) 237-3819. Nation Safe Drivers is a sign and drive program with a price per occurrence benefit limit. Pre-authorization by NSD is required. See your contract for full details.

888‐684‐9327

• The Service writer is required to call in the claim and speak to one of NSD's representatives and give all information listed on the Proof of Loss form.
• Provisional authorization will be given to the service rep in the form of an authorization number, unless the Claims Department chooses to assign an inspection.
• The invoice and any other requested documents must be emailed to our office at CCCLAIMS@NIUFL.COM.
• Upon receipt of the invoice and any other requested documents, payment will be issued to the dealership.

However, notwithstanding the fact that authorization has been granted, any claim that is excluded from coverage, will be denied. It should be made clear to dealers that the authorization is an agreed price; however, it is an agreement to pay only in the event that coverage applies.

Unverified Claims

In the event that a claim is called in within the first 90 days and the claims Administrator has yet to receive the contract, email a copy of the customer contract to TWCLAIMS@NSDMC.COM. If the service rep does not have a copy of the contract or is more than 90 days old, no authorization can be granted until such time as coverage can be verified.

Procedures After Working Hours

In the event that damage occurs and repairs must be performed after our regular business hours or during a
weekend, please be advised of the following procedures:

• You must call our claims center ON THE NEXT BUSINESS DAY to report your claim.
• Follow instructions 1 & 2 listed above.
• Make sure that you retain the damaged tire(s) and/or wheel(s) for our inspection. Failure to retain the damaged material may result in claim denial.

* IMPORTANT:  Please note that alloy wheel damage can often times be repaired. In the event that damaged wheels are replaced, your repair facility must document the reasons why wheel repair was not possible. If repair is not possible, your repair facility may replace the damaged wheel(s) with new wheels provided that the cost of the wheel does not exceed $400. If the wheel cost exceeds $400, you must contact our claims center during regular business hours for authorization and follow the procedures above. Again, wheels must be retained for our inspection, and failure to do so may result in denial of the claim.

Disputes and Inquiries

Any dispute over a payment amount or procedures on any AutoGuard® Vehicle Shield claim, including Tire and Wheel, should be submitted to Claims Department in writing @ TWCLAIMS@NSDMC.COM. If a dealership has an inquiry, they should feel free to contact the AAGI agent representative who handles their account.

• Log-In to the QR360® System via the AAGI website at aagi.com.
• Enter your email address & your password, and click the “LOG IN” button.
• Click the “QR360®” button on the menu bar to open the contract search.
• Search by:
  • Vehicle’s VIN (last 8 or full)
  • Contract #
  • Contract holder’s name
  • Product
• Click the APPROPRIATE contract number to open the contract in QR360®.
• Click the “Add Claim” button to open a new claim screen.
• To show eligible services, enter the:
  •  RO#
  • Maintenance Date
  • Odometer reading
• All eligible maintenance service(s) will be shown in bold type with a checkbox to the left. Click the box to the left of each service that was performed.
• Click the “Submit” button to enter the claim.
• A box will appear detailing the services and charges that are about to be entered.
• Review these services for accuracy. Click “OK” if accurate or “Cancel” to start over.
• Once the “OK” button is selected, a confirmation of your successful claim entry is given.
• The message will include the claim #, a description of services performed and the amount of the claim. Payment will be extracted the same day.
• Clicking the “OK” button in the lower right corner will return you to the contract screen.
• You may click the “Back to Search” button in the upper right corner to search for another contract, or click the “Logout” button to exit the QR360® System.

HOW TO FILE A CLAIM

Please check your Excess Wear and Tear Protection Agreement for all the terms and conditions of coverage. Your program may have specific requirements as to when your vehicle may be returned in order for coverage to apply.

FIVE EASY STEPS TO FILING A CLAIM

• Prior to, or upon, the return of your vehicle, a third-party inspection will be completed to assess excess wear and tear damages. Once completed, the inspector will prepare an itemized list of damages for you and the lessor. The lessor will send an invoice to you documenting any excess wear and tear charges that may apply.
• Once you have received the lessor’s invoice identifying the excess wear and tear charges and the vehicle has been returned, a claim may be submitted to the Claims Administrator.
• You will need to submit the following documentation for the claim within ninety (90) days of vehicle turn in:
  • A completed claim form (proof of loss form).
  • A copy of the front and back of your Excess Wear and Tear Protection Agreement.
  • A copy of the front and back of your signed lease agreement.
  • A copy of the final bill / invoice from the lessor indicating the excess wear and tear charges.
  •  Proof of the date that the vehicle was returned to the lessor or dealer.
  •  A copy of the final inspection report indicating an itemized breakdown of the excess wear and tear damage, including photographs.
  •  Proof of payment if you have paid the excess wear charges owed to the lessor.
• Mail, fax or email the claim packet to:
  

  Claims Administrator
  Attn: EWT Claim Handling
  P.O. Box 925
  Arlington Heights, IL 60006-0925
  ewtclaims@aagi.com

•  Processing of the claim:
  • Upon receipt of the required documentation, an experienced claims adjuster will process the claim according to the terms and conditions of your Excess Wear and Tear Protection Agreement. The adjuster may contact you with a request for additional documentation if needed.
  • Upon approval of your claim, a payment will be issued directly to the lessor for the excess wear and tear charges, less any applicable deductible per your Excess Wear and Tear Protection Agreement. Or, if you have already paid the charges, payment will be made to you. If there is a difference between the invoice amount and the actual claim payment, a letter of explanation will be provided.

Should you have questions, please contact the Claims Administrator by phone at 866.910.5547 or via email at non-mechclaims@aagi.com.

FOR ALL GAP CLAIMS, PLEASE SUBMIT THE GAP CLAIM FORM.

CHECKLIST OF REQUIRED DOCUMENTS: PLEASE MAKE SURE ALL DOCUMENTS WHICH PERTAIN TO YOUR CLAIM ARE SUBMITTED.

• GAP Claim Form. Source: Contract holder.
• Complete copy of the GAP Guardian Total Loss Protection Waiver or GAP Guardian Addendum. Source: Contract holder or Dealer.
• Copy of the original Buyer’s Order and Dealer's Invoice (new vehicle) or Bookout Sheet (used vehicle). Source: Contract holder or Dealer.
• Copy of the original Finance Contract/Retail Installment Contract. Source: Contract holder, Dealer or Lienholder.
• If your claim relates to a theft, please complete the attached Notarized Vehicle Theft Affidavit which must be notarized. Source: Completed by the Contract holder.
• Copy of the Vehicle Service Contract, if applicable. If contract has expired as of the date of loss, a copy is still required. Source: Contract holder or Dealer.
• Documentation showing the refund amounts for Vehicle Service Contracts, Maintenance Contracts, Credit Life, Credit Disability,etc., if applicable. Source: Dealer or Lienholder.
• Complete payment history of your loan up through date of loss. Source: Lienholder.
• Copy of your primary insurance policy declaration page stating the applicable deductible amount. Source: Primary Insurance Carrier.
• Copy of your primary insurance carrier or other insurance carrier (3rd party) settlement check and settlement breakdown. Source: Primary Insurance Carrier.
• Complete copy of the Total Loss Evaluation Report. Report must indicate mileage and options as of the date of loss. Source: Primary Insurance Carrier. If no insurance coverage exists, an independent appraisal is required with pictures(if vehicle is recovered). Source: Contract holder.
• Copy of the complete police report. If a collision or weather-related loss occurred and no police report was filed, then anotarized statement detailing the events is required. It MUST include a detailed narrative regarding the events of the incident,the vehicle information, date of loss and why no police report was filed. Source: Acquire from police or customer.
• NOTE We have enclosed an Authorization and Release of Information form that will allow American Auto Guardian ("AAGI") toassist you in acquiring the documents listed above, except for the Police Report. Sign the Authorization and Release of Information form and return with this claim form.

If covered damage occurs, file a claim quickly and easily via the AG VAP app, or by clicking the 'FILE A CLAIM' button below.

Process

• The theft must be reported to law enforcement authorities as soon as practical upon the discovery of the theft.
• Contract Holder must report claims to the Administrator within 45 days of the date of loss or as stipulated in the Theft Deterrent Contract.
• The Administrator will provide the Contact Holder a Loss Settlement Form
• Provide necessary forms, instructions and reasonable assistance, including but not limited to, specifying the information the Contract Holder must provide for proof of loss.
• Begin any necessary investigation of the claim.
• Any information obtained via telephone or personal interview should be documented in the claim file.

Note:  Notice of claim need not be in writing

Documentation and Review

• Upon receipt of any communication or notice of claim, the claim file should be reviewed to determine if sufficient documents have been received to process the claim.
• All documents or proof of loss received should be reviewed immediately, but no later than ten (10) business days, to determine accuracy and to verify sufficient proof of loss received to process the claim.
• All claims must be handled in a timely basis and either paid or denied within thirty (30) days of receipt of all required documentation.
• Upon receiving notice of a loss, communication should occur within ten (10) business days, unless notice of legal action.

Claim Outcome

When processing a claim, there are two possible outcomes: Approval for payment or credit or denial.

Approved for Payment:

Claim was filed, all the proper documents were received, the claim was processed and payment was made to Contract Holder and/or credit made to dealer pursuant to Contract terms.

Denial:

Within ten (10) days of a decision to deny a claim, a letter must be sent to the Contract Holder explaining the reason for the denial and citing the language from the Theft Deterrent Contract. There are various circumstances that could cause a denial. These can vary by State and form. Please see the Theft Deterrent Contract for specifications.