An Inside Look at Claims at RoadVantage

By: Frank Diaz, Claims Director

In the RoadVantage claims center, we strive daily to do our part to ensure that our customer service is second to none. RoadVantage has made a commitment to providing superior protection and an exceptional customer experience, and we exemplify that philosophy in the claims center. Whether that means adjudicating a new claim, coordinating repair services with partner vendors or taking time to educate customers on the benefits of a contract, we work hard to help make a difference every day for our customers and partners.

When working with agents, dealership service centers and customers, we seek opportunities to continually improve our customer delivery and operational efficiencies. The claims center aims to make the claims process as seamless and responsive as possible; we know turnaround times, quick adjudication of submitted claims and fair dollar payouts are just a few of the key factors agents and dealerships look for when deciding who they want to do business with.

One aspect we frequently mention at RoadVantage is our focus on innovation. In claims, we use state-of-the-art technology that enables us to be both responsive and scalable as we continue our rapid growth. Beyond handling claims via telephone, fax and email, we also leverage live chat and online methods, covering all communication channels. These options give us the ability to virtually receive claims 24/7, and we will continue to evolve as new ways to communicate emerge.

However, technology doesn’t automatically equal a great claims experience. We have a strong team committed to delivering exceptional customer service, which requires not just understanding RoadVantage’s extensive line of products and services, but also managing customer expectations, understanding contract language, educating customers about the various benefits and, most importantly, adjudicating submitted claims fairly and quickly to make the process as effortless as possible.

We do this in a way that balances the needs and concerns of all our stakeholders, whether it’s the contract owner, service advisor, vendor partner, dealership or agent.

In the world of F&I, having great products is only half the equation, and we at RoadVantage understand that. We strive to make the entire process as easy and painless as we can. We take as much pride in our claims processes and our service levels as we do our products, and we know that shows.