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Contract Flash Cards > Comprehensive > Flashcards

Comprehensive Flashcards

All categories compiled into one deck

1
Q

DT rental Reimbursement (Before 2020 and after 2020)

A

Before 2020 - Up to $25.99/day with 8+ hours of labor on covered component claim for up to 5 days

After 2020- Up to $30/day with 8+ hours of labor on covered component claim. Maximum reimbursement is $300 per claim.

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2
Q

DT VSC Deductibles

A

$100 for INRF

$200 for ONRF

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3
Q

Cancellation process

A

Inquire as to why customer is cancelling; inform of product talk-offs/benefits (If customer is in total loss or no longer owns vehicle, do not need to advise).
Unable to reinstate, monthly payment will not change - refund applied to principal balance.
Adv of Forms.Silverrockhelp.com for cancellation forms.
Adv 3-5 days to process cancellation and 4-6 weeks to reflect on loan balance

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4
Q

DTLW Terms and Coverage

A

30 days or 1,500 miles

Almost everything has the potential for coverage as long as mechanically failing.

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5
Q

DT Website

A

Silverrockhelp.com

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6
Q

CVSC - what are NCC?

A

Maintenance, normal wear/tear items, batteries, aftermarket accessories, cosmetic/physical damage, outside influence, glass, and non-failures.

Everything else has potential for coverage

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7
Q

CVSC Rental Reimbursement (Before 2/17/20 and after)

A

Before 2/17/20 - Up to $30/day with 8+ hours of labor on covered component claim up to 5 days

After 2/17/2020 - Up to $30/day with 8+ hours of labor on covered component claim. Maximum of $300 per claim.

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8
Q

CVLW Rental Reimbursement

A

Up to $40/day with 8+ hours labor on covered component claim. Maximum reimbursement of $400 per claim.

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9
Q

CVLW Deductible

A

$0 for INRF

$50 for ONRF

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10
Q

CVSC Deductible

A

$0 for INRF

$50 for ONRF

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11
Q

DT Towing

A

Up to $75 reimbursement on approved claim

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12
Q

DT VSC Covered Components

A

36/36,000- Engine heating/cooling, power steering and AC/heat
60/50,000 Internally lubricated components of engine, transmission and transfer case, and drive axles

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13
Q

How long do customers qualify for rental reimbursement while waiting for an inspector?

A

Qualify for RR up to 2 days.

If requested on a Friday customer automatically qualifies until Monday

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14
Q

How long does an inspector take?

A

24-48 business hours for inspectors to go out

24 business hours for the report to be uploaded

*Inspectors don’t work on weekends/holiday

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15
Q

How does GAP with insurance work?

A

Advise customer to have insurance company contact Bridgecrest to inform of total loss and for total payoff amount.
Once settlement check is cleared, BC will issue GAP packet to SR.
3-5 business days to process GAP claim.
Sent back to BC to be applied to loan balance.
Advise customer process takes 4-6 weeks.

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16
Q

How does GAP with no insurance work?

A

Customer is still eligible for GAP payout.
GAP team likes to take these first calls, rep can transfer to GAP.

For no insurance GAP claims, we need 3 documents; Letter of insurance denial/proof of no insurance, copy of police report, and location of vehicle.
Customer can email or fax these documents to SR.
Once received an adjustor will be sent out to determine if the vehicle is totaled or repairable.
If repairable customer is responsible for cost. If totaled, will continue GAP claim as normal.
No insurance GAP claims will not cover the remaining balance on loan.

17
Q

What is the 12/12 warranty?

A

The part warranty SR provides for 12,000 miles or 12 months. Customer has a $0 deductible on warranty work.

18
Q

What is the 2 day rule?

A

If customer calls in on day 30 are are under 1500 mi, they can still get into a INRF to have concerns addressed per the 2 day rule.

19
Q

CV Body Repair Rental Reimbursement

A

Up to $40/day while vehicle in body shop getting repairs, up to $400 max.

Labor hours are not used to determine eligibility in body claims

20
Q

CV Towing

A

Eligible for up to $75 through VAS - Refer customer to VAS

21
Q

CVLW Terms and Coverage

A

100 Days or 4,189 miles

Everything has the potential for coverage as long as mechanically failing

22
Q

CV Website

A

YourVehicleCare.com

23
Q

What components are NCC in CVSC after 3/8/21 that are CC in previous contracts?

A

Exhaust systems, wheel covers (hub caps), and catalytic converters.

24
Q

What is CVLW 0-7 day policy with SR?

A

If customer calls in with a concern in 0-7 days of purchase, customers have 30 days to get vehicle into RF for review. In 0-7 most components will be covered.

*Remember this is internal information

25
Q

In CVLW what does 45/1500 mean?

A

First 45 days or 1500 mi driven.

*Remember this is internal information

26
Q

What has potential for coverage in 45/1500?

A

Necessary maintenance and wearable items which can include; brakes and rotors, tires, clutch, fluids, light bulbs, spark plugs, shocks and struts.

*Remember this is internal information

27
Q

What is Carvana Subscription VSC?

A

It is an extended warranty option provided through ForeverCar for CVLW customers who did not purchase a VSC at time of sale.

It is good for 3 years, there are no mileage restrictions.

Customers need to contact CV to enroll.

28
Q

ONRF Rules/Requirements

A

Need to be an ASE licensed repair facility
Willing to work with a 3rd party warranty
Accepts electronic credit card payments

29
Q

What condition of parts does SR provide?

A

New, remanufactured and used parts as determined by contract admin

30
Q

Oil and Oil filter change requirements (Before 2020 and after)

A

Before 2020 - Every 6 months/5,000 or manufacture recommendations if less

After 2020 - Manufacture recommendations

31
Q

What empowerments do reps have to authorize on their own?

A

Reps can send LW/CVSC customers to OEM for concerns related to:
Airbag
Bluetooth
Backup Camera
Specialty Vehicles (Tesla, Porsche, Range Rover, Maserati, Jaguar, and Alpha Romero)
MyKey (Ford’s only)
Key fob repair/replacement and exceptions
CVLW only - If no INRF in 20 miles

32
Q

When making waivers in customer’s contract what is the note type that is used?

A

Contract waiver

33
Q

What is the body claim process?

A

Customer takes vehicle to body shop to get estimate. Estimate is emailed in to SRbodyclaims@silverrockinc.com.
Reviewed in 2-3 business days (subject to change - always check daily metrics email for current review time)
RF will receive auth email from body team once authorized.

34
Q

What is the reimbursement process?

A

Direct customer to Forms.Silverrockhelp.com for reimbursement cover letter.
Customer must email or fax in completed form with paid invoice/receipt.
3-5 business days to review. Upon approval check will be issued in mail, takes 10-14 business days to receive.

Contract Flash Cards (4 decks)

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