File & Track A Claim

Step-by-Step Filing Process

Follow these steps in order. Skipping the authorization step is the single most common reason a repair ends up unpaid, so pay close attention to Step 5. Scroll sideways to move through the full sequence.

Documents & Information You'll Need

Having the right documentation ready speeds up authorization significantly. Depending on the size of the claim, you may be asked for some or all of the following:

If you perform your own maintenance rather than using a workshop, keep dated store receipts for fluids and parts along with a simple mileage logbook — this satisfies our self-service documentation standard.

Authorization & Repair Rules

This is the most important operational rule in the entire claims process, so we repeat it clearly here:

Diagnostic and teardown labor required to determine the cause of failure is reimbursed at standard regional labor time guides if the failure is confirmed as a covered component. If the diagnosis shows the failure is non-covered or falls under an exclusion, diagnostic costs remain the vehicle owner's responsibility. Your claims adjuster will always explain this outcome to you before any teardown charges are finalized.

Typical Timelines & Status Meanings

While every claim is different, most straightforward claims move through the following approximate timeline once reported at a partner workshop:

Complex claims involving rare parts, multi-component failures, or additional documentation requests can take longer. You can check live status any time using the Track An Existing Claim console at the top of this page, or by calling our Claims & Support line with your Claim Reference ID.

Out-of-Network & Reimbursement Claims

Cashless, direct-settlement repairs are only available at our 1,200+ certified partner workshops. If you are unable to reach a partner workshop — for example, in a remote area or during travel — you may use a trusted independent garage instead, subject to the following process:

• Call before repairs begin: Report the claim and describe the situation so an adjuster can still issue a provisional Authorization Code where possible.
• Pay the garage directly: You will need to pay the independent garage upfront for the completed repair.
• Submit a reimbursement claim: Provide the original itemized invoice, proof of payment, the diagnostic report, and photos of the failed part(s) through your account or by email to our claims desk.
• Extended review time: Out-of-network reimbursement claims require additional documentation verification and typically take longer to process than in-network cashless claims.

Denials, Partial Approvals & Appeals

A claim may be denied or partially approved for reasons including a pre-existing condition identified at your original inspection, a component that falls under a standard exclusion (such as wear-and-tear or cosmetic items), missing maintenance documentation, or repairs performed without prior authorization.

Tips For Faster Claim Approval

• Report immediately: Don't wait — the sooner a claim is opened, the sooner diagnosis and authorization can begin.
• Use a partner workshop whenever possible: This unlocks direct cashless settlement and avoids the extra documentation burden of a reimbursement claim.
• Keep every service receipt: Organized, itemized maintenance records are the single biggest factor in avoiding claim delays or denials on major component failures.
• Never approve repairs verbally to the garage: Always wait for the official Authorization Code to be issued to the workshop directly.
• Save your Claim Reference ID: Quote it every time you call or email so our team can pull up your case instantly.

Claim Types & Payout Limits

Not every claim looks the same, and payout structure varies depending on what triggered it. Knowing which category your situation falls into helps set the right expectations before you even call the claims desk.

Digital Claims Portal & Document Upload

Beyond phone reporting, most of the claim can be managed from your policyholder account without needing to call in for routine updates.

The portal complements — and never replaces — the 24/7 phone line, which remains the fastest way to open a brand-new claim or arrange emergency towing.

Claims FAQ

Quick answers to the questions our claims desk hears most often. If you don't see yours here, our 24/7 line is always the fastest route to a straight answer.