General Flashcards
Study and test contract info pertaining to both DT and CV
Cancellation process
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
How long do customers qualify for rental reimbursement while waiting for an inspector?
Qualify for RR up to 2 days.
If requested on a Friday customer automatically qualifies until Monday
How long does an inspector take?
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
ONRF Rules/Requirements
Need to be an ASE licensed repair facility
Willing to work with a 3rd party warranty
Accepts electronic credit card payments
What condition of parts does SR provide?
New, remanufactured and used parts as determined by contract admin
Oil and Oil filter change requirements (Before 2020 and after)
Before 2020 - Every 6 months/5,000 or manufacture recommendations if less
After 2020 - Manufacture recommendations
What empowerments do reps have to authorize on their own?
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
When making waivers in customer’s contract what is the note type that is used?
Claim waiver
What is the 12/12 warranty?
The part warranty SR provides for 12,000 miles or 12 months. Customer has a $0 deductible on warranty work.
What is the body claim process?
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.
What is the reimbursement process?
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.
How does GAP with insurance work?
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.
How does GAP with no insurance work?
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.
