Frequently Asked Questions and Answers:
We've arranged a section to answer many of the questions and concerns about owning a pre-owned vehicle and a mechanical breakdown service contract. Because there are so many different circumstances, we've listed some of the more common and general questions that we receive calls about on a daily basis. If you have further questions please do not hesitate to contact our customer service department at 1-800-735-2529 during normal business hours of 9am - 5pm (est).
You may also e-mail our customer service anytime with your questions, due to the volume of customers, a reply may take up to 3 business days.
Claims List of Categories
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Why does my garage have to open a claim insted of starting one myself?
We ask that your repair center open the claim because more times than not, the shops are more knowledgeable about the problems at hand than most customers. We have found that this step usually eliminates alot of confusion and speeds the claim process to avoid any unwanted delays.
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The shops labor rate is more than you will authorize for the claim. Do I have to pay the difference?
Yes. Our contracts and prices are based on a certain amount of liability. There are repair centers that work for a wide range of labor rates, and being that we do not restrict you to which repair center you have your repair vehicle, if you wish to have your vehicle repaired at a center with a high labor rate, you'd have to pay the difference. Our contracts cover a fair and average industry standard rate. This rate is also set to protect our customers as well.
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How Do I find out how much my contract labor rate covers per hour.
You can call our customer service department anytime during normal business hours or email them directly. Our contracts vary in labor rate, depending on the coverage and plan options. In addition, anytime there you have a claim, our adjusters inform the repair center of the maximum allowance per hour before any work is performed or authorized, allowing our customers to be able to move the vehicle if they wish. Also as of our Feb 1st, our contracts now include the total labor allowance per hour.
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The shop says the price for my parts cost $236.00 but you'll only cover $75.00 for the parts. Why such a difference?
If we only cover $75.00 on a part the shop quotes at $236.00, they are extremely over charging you. Our service contracts cover the fair and reasonable cost of parts and labor. This price difference would mean that any person can walk in to an aftermarket parts store and purchase that part for even less than what we authorize. This is a major reason to obtain an authorization number prior to having any work performed. We don't want our customers being overcharged unknowingly.
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I have an engine claim and the adjuster said it needed to be inspected. How long is it going to take have someone to come and look at the damage?
The time it takes for the arrival of our inspectors completely depends on your repair center. The vehicle needs to be taken apart ONLY TO THE POINT OF DAMAGE OR FAILURE for the inspector to complete the inspection. Once the repair center informs us its ready for inspection our inspectors will arrive within 24 hours after after verifying with the shop the vehicle is ready. Many times the inspectors can arrive the same day.
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Do the claim "Inspectors" work for Eagle Warranty?
NO. Eagle warranty has adjusters to handle the claims. To fairly evaluate each claim that needs to be inspected, the inspectors are hired from a independent national inspection company. The inspectors do not pass judgement on the claim or determine the coverage at all. They simply report the findings and cause of the damage.
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My vehicle has broken down and I need to start a claim. What is the proper procedure so I can get this repaired quickly and get my vehicle back?
We are able to process any claims from start to finish that has been opened according to our claims procedure much faster than if the proper procedure hasn't been followed. For a complete detailed guideline on the claims procedure, you can read and print it by clicking here.
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