DriveSmart Warranty

How to Start a Claim with DriveSmart Warranty

• Visit DriveSmartWarranty.com or call 888-578-3711 for instructions on starting a claim. Be sure to identify your shop as a RepairPal network shop.

Repair Approval Process

1. Diagnose the Issue based on the customer's concern and determine necessary repairs and parts.
2. Call DriveSmart Warranty before performing any work beyond diagnosis to get claim authorization.

Labor Fees and Parts Markup Guidelines

• Labor Rates: DriveSmart Warranty has preferred labor rate guidelines. RepairPal will address questions about labor rates during certification.
• Labor Guide: Use an approved labor guide, such as Mitchell or ALLDATA.
• Parts Markup: Do not exceed OEM MSRP.
  • Implementation: Source parts as usual (OEM or aftermarket) and request approval using the OEM list price, creating a margin between acquisition cost and parts price.
  • Note: If OEM MSRP isn’t available, parts cost should not exceed acquisition cost plus 30%.

Shop Supply Fees

DriveSmart Warranty does not reimburse shop supply fees. Ensure all charges are itemized on the invoice to be eligible for reimbursement, as unitemized fees will not be paid.

Invoice Requirements for Payment

1. Include date, customer details, vehicle year, make, model, VIN, and mileage.
2. Provide line item details of services and repairs.
3. List part numbers and breakdown of parts and labor charges.
4. Include a total amount at the bottom of the invoice.

Approval and Reimbursement Process

Once you call in the claim, DriveSmart Warranty will quickly provide approval and confirm the customer’s deductible and any coverage exclusions. For payment, follow reimbursement instructions given during the call; typically, DriveSmart Warranty offers prompt payment via a credit card over the phone.

Signing Up with DriveSmart Warranty

When you opt-in with RepairPal, you’ll be set as a preferred vendor with DriveSmart Warranty.

Handling Non-Covered Repairs

For non-covered services (e.g., regular maintenance or brakes), the customer pays directly. If combined with a covered claim, the customer pays for non-covered services and the deductible, while DriveSmart Warranty covers the rest.

Diagnostic Charge Coverage

Reasonable diagnostic charges are covered as part of the repair order for covered repairs.

Tax Coverage

Tax coverage varies by policy. DriveSmart Warranty can guide you on specifics, including whether:

1. Tax is covered and reimbursed.
2. Tax is not covered and paid by the customer.
3. Tax is not applicable due to policy conditions, such as pre-paid tax or local tax exemptions.

Rental or Loaner Car Coverage

When a vehicle is inoperable or unsafe and requires an overnight repair, DriveSmart reimburses up to $30 per day with a maximum of 5 days. They also offer Trip Interruption insurance for lodging and meals if the vehicle is held overnight more than 100 miles from home. Important: Request rental authorization at the same time as repair authorization. Provide accurate ETAs for parts, as rental authorization only covers necessary repair time.

Handling Delays or Extended Repairs

Rental coverage is limited to a maximum of 5 days. Timely repair completion is crucial for customer satisfaction. If delays arise, contact RepairPal for alternative solutions.

Customer Payment for Rental Cars

Customers will need to leave a rental deposit per rental provider policies and cover any additional fees beyond the authorized period.

Risks of Unauthorized Rentals

If a customer rents a vehicle before DriveSmart Warranty approves the repair, they risk bearing rental fees if the repair is not approved.

Billing Beyond Approved Amounts

Do not charge customers beyond the approved amount unless the customer opts for additional, non-covered work (e.g., brakes, maintenance).

Documenting Necessary Repairs

Provide:

1. Vehicle mileage, VIN, customer name, and contact details.
2. Detailed diagnostic notes and test results.
3. Photos (when applicable).

Additional steps for severe or costly repairs may include a “tear down” diagnosis, collaborating with an independent inspector, or obtaining maintenance records from the customer.

Resolving Disputes

If you disagree with DriveSmart Warranty’s determination, contact RepairPal immediately for support. Maintain a professional approach, as DriveSmart refers customers for trusted service.

Additional Guidelines

• Test drive only to verify concerns and repairs.
• Do not use the vehicle for personal or shuttle purposes.
• The customer’s vehicle cannot be driven home or taken for personal errands.

By following these guidelines, you ensure a smooth, professional experience for customers and strengthen your partnership with DriveSmart Warranty and RepairPal. For further assistance, reach out to shopsuccess@repairpal.com.