How CarShield Is Making the Claims Experience Simpler
When your vehicle breaks down, the last thing you want to think about is who is responsible for helping you get back on the road.
That's why CarShield has acquired American Auto Shield, bringing vehicle service contract administration under the CarShield family. By combining customer service, contract administration, and claims operations under one organization, we're creating a more connected experience designed to make the customer journey simpler.
Explore our Customer Commitment and see how we're working every day to deliver the service, support, and peace of mind you deserve or see what protection plan fits you best.
Why Did CarShield Acquire American Auto Shield
For years, many companies in the vehicle protection industry have relied on separate organizations to administer vehicle service contracts. While this has been a common business model, we have realized it can create additional coordination between multiple parties throughout the customer experience.
By bringing claims administration in-house, CarShield has created a more integrated approach that aligns the entire customer experience, from purchasing coverage to managing a covered repair, under one organization.
This strategic investment allows us to strengthen communication, improve operational coordination, and continue investing in technology and service enhancements that benefit our customers.
What Does This Mean for CarShield Customers?
The acquisition is about one thing: making the customer experience better.
When an unexpected repair happens, customers want clarity, confidence, and responsive service. Integrating claims administration gives CarShield greater visibility into every stage of the process, allowing our teams to work together more effectively on your behalf.
- Simplifying the Customer Process. Instead of coordinating across separate organizations, customer service and claims teams can work more closely together to support customers throughout their vehicle protection journey.
- Greater Accountability. With claims administration now part of the CarShield family, we have greater oversight of the customer experience and can more quickly identify opportunities to improve our processes, technology, and service.
- Better Communication. Bringing key functions together helps create a more connected experience for customers, repair facilities, and our internal teams, reducing unnecessary complexity and improving coordination.
- Continuous Improvement. Owning more of the customer journey allows us to use real-world insights and operational data to identify trends, improve workflows, and invest in innovations that make the claims experience even better over time.
How Does This Improve the Claims Experience?
Every claims experience is unique, but our goal is consistent: help customers navigate covered repairs as smoothly as possible.
Bringing claims administration under one organization enables CarShield to:
- Strengthen coordination between customer service and claims teams.
- Invest in technology that supports a more efficient claims process.
- Improve communication with repair facilities.
- Implement service improvements more quickly.
- Create a more consistent customer experience from purchase through repair.
Most importantly, it allows us to continually evaluate how we're serving our customers and make improvements where they matter most.
What Doesn't Change?
While we are expanded our capabilities, our mission remains the same: Helping drivers protect themselves from the high cost of unexpected vehicle repairs.
Existing vehicle service contracts won't change, and customers can continue to rely on CarShield for support throughout the transition. We are only getting better and more efficienct.
Looking Ahead
This acquisition represents an important milestone in CarShield's evolution.
By bringing American Auto Shield into the CarShield family, we're building a more connected vehicle protection company. A single company that is better positioned to invest in innovation, strengthen customer service, and continue delivering the peace of mind drivers expect when they choose CarShield.
Because protecting your vehicle isn't just about helping pay for covered repairs. It's about making sure you know who is with you every step of the way.
Customer FAQs
Will my coverage change?
No. Existing contracts remain in effect according to their terms and conditions.
Will I need to do anything?
No. Customers do not need to take any action as a result of the acquisition.
Will I still contact the same customer service team?
Yes, all contact will remain the same. The technology to make the customer experience will be enhanced with no impact to the customer’s process.
Will my claims process change?
Customers should continue to follow the existing claims process. Over time, the integration is expected to create a more seamless and efficient claims experience.
Will claims still be paid?
Yes. Covered claims will continue to be administered according to the terms of each vehicle service contract.
