Filing a Claim: What Agents Need to Know about Our Process
Our in-house Contact Center is staffed by highly skilled, highly trained professionals who are passionate about helping our customers and committed to providing you with headache-free claims service. Our state-of-the-art Contact Center technology enables our goal of first-contact resolution.
We offer multiple contact channels for Dealers and/or Customers:
Online: Your User ID at the Dealer-Admin Portal (DAP)
Visit: www.roadvantage.com, use our Live Chat feature
7:00am – 7:00pm Central, Monday – Friday
8:00am – 3:00pm Central, Saturdays
If after hours, messages, faxes and voicemails will be returned the next business day.
Customers are asked to first contact the dealership from which they purchased their vehicle, if the dealership is located within a 25-mile radius.
Reporting a Claim
Our claims examiners will request the following information (3C’s):
Customer complaint (what happened, where, when, how)
Cause of loss (details on how damage occurred including size, location of damage)
Correction (technician’s explanation for repair/replacement)
Additional information to provide:
- Customer name or last 6 digits of VIN
- Vehicle mileage
- If Tire & Wheel claim: tread depth of damaged tire(s), tire/wheel make, model, size and dealer cost
- If Tire & Wheel or Key claim: Part numbers
- Service writer repair estimate
- Photos of damaged area (when required per photo policy)
Reporting a GAP Claim
The following information is required when filing a GAP claim.
- Sales contract
- Buyer’s order
- Window sticker or MSRP/vehicle invoice if purchased new
- Dealer Bookout Sheet, if purchased used
- Payoff letter from lender
- Loan payment history
- Primary insurance Total Loss Settlement worksheet
- Primary insurance policy declaration page
- Police report
- Adjuster’s evaluation reportCopy of the TL settlement check
Since requirements are subject to change, we will provide a current list of required documentation at the time the loss is reported. All requested documents should be submitted promptly to ensure no loss of benefits. Customers should continue to make monthly payments until the claim is settled to avoid a potential credit rating impact and/or unnecessary late fees. Any fees incurred are the customers’ sole responsibility and are not covered by the GAP Waiver.
– Richard H., Dealer