What to Expect During the Claims Process

Don’t let a breakdown catch you off guard. This step-by-step guide outlines the general vehicle service contract claims process, highlighting exactly what to expect from your repair shop, how to work with your claims administrator, and how to get your covered repairs paid.

Vehicle Actual Cash Value

A Step-by-Step Guide for VSC and MBI Customers

When an unexpected breakdown happens, your Vehicle Service Contract (VSC) or Mechanical Breakdown Insurance (MBI) plan is there to help protect you from costly repair bills. Understanding a vehicle service contract claims process can help ensure your claim goes smoothly. While each administrator we work with has slightly different procedures, the general claims process follows a similar path. Below is an overview of what you can typically expect when filing a claim.

⚠️ Important Note: Always refer to your specific contract for detailed instructions, contact information, and coverage details. If you’re unsure where to find this, or need help, don’t hesitate to reach out to our support team at support@autopom.com.

Step 1

Protect Your Vehicle From Further Damage

This is one of the most important steps for the claims process! If you notice a warning light (like the check engine light) or experience any abnormal noises or performance issues:

  • Pull over safely and do not continue driving the vehicle.
  • Have the vehicle towed if necessary. Driving a damaged vehicle may lead to further damage, which will not be covered under your contract.

Step 2

Take Your Vehicle to a Licensed Repair Facility

Choose any licensed repair facility you trust—either your preferred shop or one recommended by your administrator. The shop must be properly licensed to perform automotive repairs.

If you want a recommendation from us, we always refer clients to check out RepairPal! They rate independent repair facilities and have gathered a network of a few thousand shops nationwide that all provide outstanding customer service. Additionally, they offer a free call-in service “Car Genius” to get advice from certified experts on vehicle troubleshooting and repair needs before going to the shop.

Step 3

Provide the Shop With Your Coverage Information

Give the repair facility the following information:

  • Your contract number
  • The name of your claims administrator
  • The claims phone number listed in your contract

This allows the shop to start the communication process with your administrator.

Step 4

Authorize Diagnosis

Before any work begins:

  • You must authorize the shop to diagnose the problem.
  • If the repair ends up not being covered, you will be responsible for paying the diagnostic fee.
  • If the repair is covered, diagnostic charges will typically be included in the administrator’s payment to the shop—as outlined in your contract.
An auto mechanic discusses Subaru Crosstrek reliability with customer.

? Helpful Tip:

Familiarizing yourself with the full vehicle service contract claims process before a breakdown occurs can make things less stressful when repairs are needed.

Step 5

Shop Diagnoses the Vehicle

The repair shop will determine what repairs are needed and gather all necessary details to report the claim.

Step 6

Repair Facility Calls the Administrator to Start the Claims Process

The shop will contact your claims administrator with the diagnosis. They must provide:

  • The labor rate they charge
  • The estimated labor time
  • The part numbers and pricing for parts to be repaired or replaced
  • Any additional documentation or details requested, which may include your recent maintenance records.

Step 7

Claim Review by Adjuster

The claims adjuster will review the information provided and compare it to your coverage.

  • In some cases, the administrator may request a third-party inspection to verify the diagnosis. This is a normal part of the process and typically adds 1–2 business days to the claim timeline, depending on inspector availability.

Step 8

Approval or Denial of Repairs

The administrator will notify the repair facility of the outcome:

  • If the repairs are covered, the administrator will issue payment instructions and typically pay the repair shop directly.
  • If some or all of the repairs are not covered, the shop will inform you and you will be responsible for those costs.

Step 9

Pay Your Deductible and Any Non-Covered Charges

You will pay the repair facility:

  • Your deductible, as listed in your contract
  • Any costs not covered under your plan

Need Help With a Claim?

If you have questions about your coverage or a specific claim:

  1. Contact your claims administrator using the information in your contract. This is the quickest way for you to get the most up-to-date information on any active claim.
  2. Or reach out to us directly for support. If you’re having trouble getting in touch with your administrator, or if you feel your claim isn’t being handled fairly, we’re here to help. Email us anytime at support@autopom.com.

✅ Final Tips:

Staying informed about the general vehicle service contract claims process helps you take the right steps when a mechanical issue arises, potentially saving time and money.

Keep a copy of your contract handy (print or digital), and always review it before a repair is needed. Understanding your coverage ahead of time can save you time and frustration when an issue arises.

You should also keep copies of your maintenance records handy during the term of your coverage. Your administrator may request these records during a claim!

Warranty vs. insurance for your car​, do I need both?

FAQs About The Claims Process

Stop driving immediately to prevent further damage. If you see warning lights or notice unusual noises or performance issues, pull over safely and have the vehicle towed if necessary. Driving with existing damage can lead to additional repairs that may not be covered under your contract.

Yes. You may use any licensed repair facility you trust. The shop must be properly licensed to perform automotive repairs. For recommendations, we suggest checking RepairPal, which offers ratings, a nationwide network of reputable shops, and a free “Car Genius” call-in service for expert advice.

Provide your contract number, the name of your claims administrator, and the claims phone number listed in your contract. This enables the shop to contact your administrator directly and begin the claims process.

You must authorize the shop to diagnose the issue. If the repair is covered, diagnostic costs are typically included in the administrator’s payment to the shop. If the repair is not covered, you’ll be responsible for paying the diagnostic fee.

If the administrator approves the repair, they typically pay the shop directly. You are responsible for paying your deductible (as stated in your contract) and any non-covered costs. If repairs are denied in whole or part, you’ll need to pay the shop for any uncovered portions.

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Important Disclosure: autopom! is an independent broker, not a manufacturer, warranty provider, claims administrator, or claims decision-maker. Third-party plans are typically vehicle service contracts, not manufacturer warranties. Coverage, exclusions, deductibles, waiting periods, maintenance requirements, limits of liability, cancellation terms, and claims handling vary by plan, administrator, vehicle, mileage, location, and contract terms.