ProGuard Warranty

..believes that to be successful you must be honest, committed and deliver on your promises. They do so with quality products, unparalleled service and the guarantee that they will handle each and every customer as if they were a member of their family.  Learn more at https://www.proguardwarranty.com/

To begin a claim, call: 1-877-474-9462
What is the process for getting repairs approved by ProGuard?
Diagnose the vehicle based on the customer’s concern and determine the repairs/parts needed. Before performing any additional work other than the diagnosis, dial 1-877-474-9462 to call in the claim for authorization.  Be sure to identify your shop as a RepairPal network shop.
Will I have to change my labor fees or parts markup rates? 
  • There are preferred labor rate guidelines when completing these repairs. ProGuard uses average labor rate in your zip code as a guide as compiled by their provider. If your labor rate significantly exceeds this average, you may not be a fit for this program.
  • ProGuard uses ALLDATA exclusively as their labor guide for approvals and claims. In order to participate in this partnership, you’ll need to agree to their times, even if you use another labor guide such as Mitchell or Chilton. While some jobs may show a lower time allowed by ALLDATA, sometimes you will receive more time than your own guide quotes. Typically, these things even out in the long run. There are very rare instances with a large variance in labor times.
  • Parts markup on parts you source 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, you 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%.
    • If ProGuard can source the part in question for a lower price than your acquisition cost, they reserve the right to ship parts to you for the covered claim.  
    • You must accept these parts, and ProGuard warranties them (parts + labor) through the life of the policyholder’s contract.
Can I charge shop supply fees? 
No ESPs pay shop supply fees.  You will not be reimbursed for anything you don’t itemize fully on the invoice.  You should not add these fees to the invoice.
What do I need to put on my invoice in order to get paid? 
  • Your invoice should include the date, customer name and address, vehicle year, make, and model, and VIN.  
  • It should include line item detail about the services and repairs performed.
  • It should include parts numbers.
  • It should show the breakdown between parts used and labor hours/ charges.
  • It should include a total at the bottom.
How much back and forth can I expect once I have the car in the bay? 
Once you call in the claim, ProGuard will give an answer quickly on approval and confirm the customer’s deductible, and any coverage exclusions.
How will I be paid for completed repairs?
Follow the reimbursement instructions provided during the claim authorization phone call. Typically, the Provider/ Administrator offers a credit card over the phone for prompt payment.
What do I have to do to get signed up with ProGuard? 
Once you opt in with RepairPal, we set you as a preferred vendor with ProGuard if you choose to opt in.
How do I handle non-covered repairs (such as regular maintenance, brakes, etc.)? 
The customer would pay you directly. If combined with a claim, the customer would pay you directly for the non-covered services as well as the deductible, with the provider covering the rest.
Is my diagnosis covered? 
Most ProGuard policies will cover reasonable diagnostic charges as part of the repair order for covered repairs. However, some policies do not, so you must verify this with the claims adjuster. 
Is tax covered?
No ProGuard policies cover taxes. Follow the direction of the claims adjuster. Here are the scenarios, some or all may apply here, but the ESP will not pay for tax.
  • Tax is not covered and needs to be paid by the customer.
  • Tax does not apply to the repair at all because:
a. The customer already paid tax on the policy
b. Local laws do not require tax payments on extended warranty work
c. The Provider has filed a tax exemption certificate
My customer needs a rental or loaner car. Is this covered? 
Each contract covers up to four days at the daily allowance amount mentioned in the contract.  The job needs to have a minimum labor time of 8.0 hours. Reimbursement goes to the customer after the fact. If your shop has loaner vehicle, ProGuard can reimburse you. If there are any questions, ask your ProGuard Claims Agent.

What if my parts are delayed or the job takes longer than I thought? Can the rental car be extended? 
No, the policy only covers up to 4 days.

Will my customer need to pay for the rental car up front? 
Yes, your customer will be required to leave a deposit for the rental car and pay any fees up front, according to the rental car provider’s policies. The customer will also be required to pay any additional fees above the covered amount or for extra days.
What happens if my customer rents a car before the repair is approved by the Provider? 
Your customer runs the risk that they’ll be responsible for the rental car fees if the repair is not approved by the ProGuard.
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 at all by their plan. They can opt for a more expensive part and pay the difference.
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.
Sometimes, depending on repair severity and cost, you will also need to:
  1. Do a thorough “tear down” diagnosis.
  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 the Provider?
Contact RepairPal immediately.  We can help sort through the issue so that good customer service is provided.  
Do NOT badmouth the partner or the policy coverage; the partner is referring customers to you so that you will provide amazing service and they will not continue to do so if you don’t represent them professionally in that process.
Anything else 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.
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