Claims Coverage
What does LOL stand for?
Limits of Liability
True or False: It's Ok to discuss claim totals with customers.
False
After the customer has contacted SR or found a repair facility, what is the next step in filing a claim?
The customer takes the vehicle to the rf and authorize a diag
How long is GAP active?
Life of the loan
Can we inform customers of the measurements provided from the repair facility on a claim?
No
True or False: A NCC (Non-Covered Component) will always be denied.
False
What team is responsible for deciding if a claim is approved or denied?
The claims team collects information from the repair facility and uses that information to determine approval or denial.
Who provides the Award Letter to customers?
Lienholder
If a customer cancelled their contract, can they be reinstated later?
No
If a vehicle has an active manufacturer warranty where does the customer need to go?
Dealership (OEM)
What is the Body Team's email address?
SRBodyClaims@SilverRockinc.com
After the diagnostic has been completed, what is the next step?
The repair facility will call into SR claims team and provide the diag results.
Can GAP claim amounts be provided to customers?
Yes
What PCRS section, within the claim, can reimbursement information and status be found?
Other
Why does SilverRock request maintenance records?
To verify the vehicle has been properly maintained and mechanically failed by itself
What is the maximum amount of time a claim can be open and still under review?
If you come across a claim which is still under review and open with no activity for 10 days or more, seek leadership assistance for immediate attention.
After a claim is approved, what steps need to occur for a repair facility to receive payment?
Repair facility submits the invoice to AP. AP will then review, process the invoice, and issue payment.
What is GAP coverage?
GAP assists with paying down loan balance that insurance does not cover
What are the requirements for a reimbursement approval?
Covered component, Approved claim
When does SilverRock request for an inspector?
Limited Warranty wheels offs
Out-of-network (ONRF) claim over $3500
Verify shops diagnostic (diag)
Rust issues
Denied claims
What types of parts does SilverRock provide?
New
Used
Remanufactured
After a claim is initiated, what other information may we need before providing an authorization or denial?
What documents does the GAP team need to assist with a no insurance GAP claim?
Police report, location of the vehicle, insurance denial letter (must have vehicle vin listed).
How much of a refund is a customer eligible for when canceling a contract (30 days vs after)?
First 30 days they will receive a full refund, after 30 days it is a pro-rated refund amount