Comprehensive

Question 1

DT rental Reimbursement (Before 2020 and after 2020)

Answer 1

Before 2020 - Up to $25.99/day with 8+ hours of labor on covered component claim for up to 5 days

After 2020- Up to $30/day with 8+ hours of labor on covered component claim. Maximum reimbursement is $300 per claim.

Question 2

DT VSC Deductibles

Answer 2

$100 for INRF

$200 for ONRF

Question 3

Cancellation process

Answer 3

Inquire as to why customer is cancelling; inform of product talk-offs/benefits (If customer is in total loss or no longer owns vehicle, do not need to advise).
Unable to reinstate, monthly payment will not change - refund applied to principal balance.
Adv of Forms.Silverrockhelp.com for cancellation forms.
Adv 3-5 days to process cancellation and 4-6 weeks to reflect on loan balance

Question 4

DTLW Terms and Coverage

Answer 4

30 days or 1,500 miles

Almost everything has the potential for coverage as long as mechanically failing.

Question 5

DT Website

Answer 5

Silverrockhelp.com

Question 6

CVSC - what are NCC?

Answer 6

Maintenance, normal wear/tear items, batteries, aftermarket accessories, cosmetic/physical damage, outside influence, glass, and non-failures.

Everything else has potential for coverage

Question 7

CVSC Rental Reimbursement (Before 2/17/20 and after)

Answer 7

Before 2/17/20 - Up to $30/day with 8+ hours of labor on covered component claim up to 5 days

After 2/17/2020 - Up to $30/day with 8+ hours of labor on covered component claim. Maximum of $300 per claim.

Question 8

CVLW Rental Reimbursement

Answer 8

Up to $40/day with 8+ hours labor on covered component claim. Maximum reimbursement of $400 per claim.

Question 9

CVLW Deductible

Answer 9

$0 for INRF

$50 for ONRF

Question 10

CVSC Deductible

Answer 10

$0 for INRF

$50 for ONRF

Question 11

DT Towing

Answer 11

Up to $75 reimbursement on approved claim

Question 12

DT VSC Covered Components

Answer 12

36/36,000- Engine heating/cooling, power steering and AC/heat
60/50,000 Internally lubricated components of engine, transmission and transfer case, and drive axles

Question 13

How long do customers qualify for rental reimbursement while waiting for an inspector?

Answer 13

Qualify for RR up to 2 days.

If requested on a Friday customer automatically qualifies until Monday

Question 14

How long does an inspector take?

Answer 14

24-48 business hours for inspectors to go out

24 business hours for the report to be uploaded

*Inspectors don’t work on weekends/holiday

Question 15

How does GAP with insurance work?

Answer 15

Advise customer to have insurance company contact Bridgecrest to inform of total loss and for total payoff amount.
Once settlement check is cleared, BC will issue GAP packet to SR.
3-5 business days to process GAP claim.
Sent back to BC to be applied to loan balance.
Advise customer process takes 4-6 weeks.

Question 16

How does GAP with no insurance work?

Answer 16

Customer is still eligible for GAP payout.
GAP team likes to take these first calls, rep can transfer to GAP.

For no insurance GAP claims, we need 3 documents; Letter of insurance denial/proof of no insurance, copy of police report, and location of vehicle.
Customer can email or fax these documents to SR.
Once received an adjustor will be sent out to determine if the vehicle is totaled or repairable.
If repairable customer is responsible for cost. If totaled, will continue GAP claim as normal.
No insurance GAP claims will not cover the remaining balance on loan.

Question 17

What is the 12/12 warranty?

Answer 17

The part warranty SR provides for 12,000 miles or 12 months. Customer has a $0 deductible on warranty work.

Question 18

What is the 2 day rule?

Answer 18

If customer calls in on day 30 are are under 1500 mi, they can still get into a INRF to have concerns addressed per the 2 day rule.

Question 19

CV Body Repair Rental Reimbursement

Answer 19

Up to $40/day while vehicle in body shop getting repairs, up to $400 max.

Labor hours are not used to determine eligibility in body claims

Question 20

CV Towing

Answer 20

Eligible for up to $75 through VAS - Refer customer to VAS

Question 21

CVLW Terms and Coverage

Answer 21

100 Days or 4,189 miles

Everything has the potential for coverage as long as mechanically failing

Question 22

CV Website

Answer 22

YourVehicleCare.com

Question 23

What components are NCC in CVSC after 3/8/21 that are CC in previous contracts?

Answer 23

Exhaust systems, wheel covers (hub caps), and catalytic converters.

Question 24

What is CVLW 0-7 day policy with SR?

Answer 24

If customer calls in with a concern in 0-7 days of purchase, customers have 30 days to get vehicle into RF for review. In 0-7 most components will be covered.

*Remember this is internal information

Question 25

In CVLW what does 45/1500 mean?

Answer 25

First 45 days or 1500 mi driven. *Remember this is internal information

Question 26

What has potential for coverage in 45/1500?

Answer 26

Necessary maintenance and wearable items which can include; brakes and rotors, tires, clutch, fluids, light bulbs, spark plugs, shocks and struts. *Remember this is internal information

Question 27

What is Carvana Subscription VSC?

Answer 27

It is an extended warranty option provided through ForeverCar for CVLW customers who did not purchase a VSC at time of sale. It is good for 3 years, there are no mileage restrictions. Customers need to contact CV to enroll.

Question 28

ONRF Rules/Requirements

Answer 28

Need to be an ASE licensed repair facility Willing to work with a 3rd party warranty Accepts electronic credit card payments

Question 29

What condition of parts does SR provide?

Answer 29

New, remanufactured and used parts as determined by contract admin

Question 30

Oil and Oil filter change requirements (Before 2020 and after)

Answer 30

Before 2020 - Every 6 months/5,000 or manufacture recommendations if less After 2020 - Manufacture recommendations

Question 31

What empowerments do reps have to authorize on their own?

Answer 31

Reps can send LW/CVSC customers to OEM for concerns related to: Airbag Bluetooth Backup Camera Specialty Vehicles (Tesla, Porsche, Range Rover, Maserati, Jaguar, and Alpha Romero) MyKey (Ford's only) Key fob repair/replacement and exceptions CVLW only - If no INRF in 20 miles

Question 32

When making waivers in customer's contract what is the note type that is used?

Answer 32

Contract waiver

Question 33

What is the body claim process?

Answer 33

Customer takes vehicle to body shop to get estimate. Estimate is emailed in to SRbodyclaims@silverrockinc.com. Reviewed in 2-3 business days (subject to change - always check daily metrics email for current review time) RF will receive auth email from body team once authorized.

Question 34

What is the reimbursement process?

Answer 34

Direct customer to Forms.Silverrockhelp.com for reimbursement cover letter. Customer must email or fax in completed form with paid invoice/receipt. 3-5 business days to review. Upon approval check will be issued in mail, takes 10-14 business days to receive.