EFG Companies

What is the process for getting repairs approved by EFG?

With the customer’s authorization, diagnose the vehicle based on the customer’s concern and determine the repairs/parts needed. Before beginning any repairs, please contact an EFG Claims Adjuster at the phone number provided on customer’s Vehicle Service Contract for claim authorization.  Be sure to identify your shop as a RepairPal network shop.

EFG’s normal hours of operation for claims are:

• Mon-Fri.   7:00 am – 7:00 pm CST
• Saturdays 8:00 am – 2:00 pm CST

Will I have to change my labor fees or parts markup rates?

• There are preferred labor rate guidelines when completing these repairs. Upon completing the RepairPal certification process, RepairPal will address any questions regarding labor rate.
• EFG Recognizes Alldata and Mitchell as acceptable Labor Time Guides.
• Parts markup is not to exceed OEM MSRP.*
  • How this works in practice: you source parts for your customers as usual. You can use an OEM part or an aftermarket part, as you deem appropriate. When you request approval for this repair, use OEM list price for the parts you used which should create margin between your acquisition cost and the parts price you will be paid.
  • *Very rarely, OEM MSRP (List Price) is not available. In these cases, the part purchased from an outside vendor shall not exceed the cost paid plus 30%.
• In some cases, EFG may choose to purchase parts through one our many parts vendors, to be shipped to your repair facility. 

Can I charge shop supply fees?

None of the Providers pay shop supply fees. You will not be reimbursed for anything you don’t itemize fully on the invoice.  Do not add these fees to the invoice.

What is required on the invoice for payment?

• Your invoice should include the following:
  • Date
  • Customer name
  • Customer address
  • Vehicle year, make, and model, and VIN
  • Line-item detail about the services and repairs performed
  • Parts numbers
  • The breakdown between parts used and labor hours/charges
  • The total amount at the bottom of the invoice

How much back and forth can I expect once I have the car in the bay?

While this will largely be dictated by the complexity of each claim, EFG strives to approve all eligible repairs in a timely manner to get the customer’s vehicle back on the road as soon as possible. The vast majority of claims are approved on the initial call, with instruction provided on how to submit the final invoice for payment.

How will I be paid for completed repairs?

Follow the reimbursement instructions provided during the claim authorization phone call. In most cases, EFG will fax or email credit card payment to you within 2 hours of receipt of completed invoice. To avoid delays in receiving payment, the invoice must be received with all required information (see above) during normal operating hours.

How do I get signed up with EFG?

Once you opt in with RepairPal, we designate you as a preferred vendor with EFG.

How do I handle non-covered repairs (such as regular maintenance, brakes, etc.)?

For any additional maintenance or repairs not covered by EFG, approval should be obtained from the customer. It’s perfectly acceptable for “customer pay” items to be charged on the same invoice as any covered repairs. EFG will issue payment only for those repairs authorized by us.

Is my diagnosis covered?

Yes, EFG will cover reasonable diagnostic charges as part of the repair order for covered repairs.

Is tax covered?

This will vary by policy and Provider. There are three possibilities, and you should allow EFG’s Claims Agents to guide you:

1. Tax is covered and will be reimbursed to you.
2. Tax is not covered and needs to be paid by the customer.
3. Tax does not apply to the repair at all because:
   1.          The customer already paid tax on the policy
   2.          Local laws do not require tax payments on Vehicle Service Contract work
   3.          The Provider has filed a tax exemption certificate
   4.          Tax laws may vary from state to state. EFG will follow the local tax regulations for the state in which a repair is being done.

My customer needs a rental or loaner car. Is this covered?

As an additional customer benefit, EFG’s contracts include rental assistance, which allow a specific daily dollar amount to be reimbursed directly to the customer, typically for a maximum of 5 days (please refer to the vehicle service contract for the specific numbers of days per incident). Your EFG Claims Adjuster will explain eligible rental benefits for a customer’s specific contract. Customers must have a covered repair to receive this benefit. 

What if my parts are delayed or the job takes longer than I thought? Can the rental car be extended?

Most policies specify a maximum number of days (5 is typical - please refer to the vehicle service contract for the specific numbers of days per incident ), regardless of any failures from the parts vendors, your shop, or the customer. This is why timely completion of the repair is critical to customer satisfaction. If issues arise beyond your control, and the customer is upset about the loss of rental car reimbursement, please contact RepairPal so that we may explore other solutions for the customer.

Maximum rental days include delays associated with Administrator-required inspections or the shipment of parts.

Will my customer need to pay for the rental car up front?

The customer will be required to pay any additional fees above the covered amount or for extra days. EFG’s rental assistance is on a reimbursement basis. For reimbursement, the customer must supply EFG with a paid invoice from a licensed rental agency.

What happens if my customer rents a car before the repair is approved by EFG?

Your customer runs the risk that they’ll be responsible for the rental car fees if the repair is not approved by EFG.

If I am not able to charge a customer the full amount I’d normally charge for the repair (because the full cost isn’t approved by the ESP), can I charge that back to the customer?

No, you cannot charge the customer over and above the approved ESP claim amount, unless the customer opts to have extra work done (such as brake work, regular maintenance, etc.) that isn’t covered by their protection plan.

What do I have to do to prove which repairs are necessary?

1. Provide vehicle mileage and VIN, as well as customer name and contact information.
2. Provide detailed diagnostic notes and test results.
3.  Where appropriate, include pictures.
4. In some cases, it may be deemed necessary for EFG to order a third-party independent inspector to document a shop’s reported findings.
5. Sometimes, depending on repair severity and cost, you will also need to:
   1. Do a thorough “tear down” diagnosis to accurately determine “cause of failure”
   2. Work with an independent inspector who will review and help to determine whether a repair is necessary
   3. Collect maintenance or other vehicle service records from the customer

What if I disagree with EFG?

Contact RepairPal immediately.  We can help sort through the issue so that good customer service is provided. 

Do NOT badmouth EFG or its policy coverage; EFG is referring customers to you through RepairPal so that you will provide amazing service to its contract holders.  It is important that you represent them professionally in that process for them to continue referring business to your facility, and for all parties to enjoy mutual success.

Anything else I to be aware of?

Yes, here are some other guidelines:

• You may only test drive the customer’s vehicles to verify the concern and repairs.
• You may not use the customer’s vehicle for personal use.
• You may not use the customer’s vehicle for shuttle service.
• The customer’s vehicle cannot be driven home and/or taken to lunch.