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Vehicle Protection 101

CarShields FAQ’s on claims, coverage, and contracts.

Customer Service Questions

Can I get another copy of my contract?

Yes. Please download the CarShield app, put your information in, and you will see options to "Download your contract" or "Email your contract". You can also call Customer Service at 1-800-587-4162 to obtain a copy of your contract.

What is covered under my plan?

We have a variety of different plans available. Please refer to your contract, which you can find in your confirmation email or on the Carshield App to determine your level of coverage.

When can I use my contract?

Your coverage is active after the Waiting Period is over. Please see the Declarations Page of your contract for the time and mileage of your Waiting Period.

Can I transfer this contract to my new car?

The easiest thing to do if you get a new vehicle is to call Customer Service at 1-800-587-4162 and we can help you set up coverage on your new vehicle and stop coverage on your old vehicle.

What repair facility do I have to use?

You can take it to a dealership or your local ASE Certified repair shop within the United States or Canada. All claims are paid directly over the phone with a corporate credit card.

How does Towing/ Roadside Assistance work?

If you need Towing or Roadside Assistance, please contact the Roadside Assistance phone number on your contract. This is easily found on the CarShield app under the "Claims" tab.

Why did I receive a mailer after I signed up?

At Carshield, we use various forms of marketing, so there’s a chance you may receive additional advertisements. If so, you may disregard them.

What kinds of replacement parts will you put on my vehicle?

Any remanufactured or used part will have about the same or fewer miles on it than the vehicle's odometer reading at the time of service.

Do replacement parts come with a warranty?

Most repairs will get at least a 12-month and 12k mile warranty. Some repairs will get a longer standalone warranty.

How do I stop my coverage?

If for any reason you need to change or discontinue your plan, please refer back to your Welcome email or call Customer Service at1-800-587-4162.

What's my refund?

Please call our Customer Service Team at 1-800-587-4162 and we will be happy to go over potential refund information with you.

Billing Questions

Can I make a payment online? 

Yes. Please download the CarShield app, put your information in, and you will see a tab for "Payments". Click “Make a payment” and follow the steps.

You can also log in to your Carshield Customer Portal account here to make payments. If you have not set up a Customer Portal account yet, please register here.

Can I pay more than one payment?

Yes, please call Payment Processing at 1-800-587-4603 and we can help you apply multiple payments to your account.

How can I update my method of payment?

Please call Payment Processing at 1-800-587-4603 and we will be happy to help you out with that.

When is my next payment?

Please use the CarShield app and click on the "Payments" tab to see more information.

Can my Due Date be changed? 

Yes, your due date can be changed as long as you are current on payments. Please contact Payment Processing at 1-800-587-4603 and they will help you.

Can I skip a payment?

No, most contracts do not allow for a skipped payment. This is due to the fact that we want to make sure your coverage is Active in the event you have a breakdown.

Do I have to be on automatic monthly payments?

Contracts are set up on automatic monthly payments to ensure coverage is Active in the event you have a breakdown.

I can’t make my payment, does that mean my account is canceled?

No, your account is not canceled right away. Please contact our Payment Processing Dept at 1-800-587-4603 to make a payment arrangement. As a reminder, no claims can be paid if your account is past due, and you only have a limited amount of time to make a payment.

Claims Questions

How do I file a claim?

Call 1-800-531-1925 or file a claim online here.

If I file a claim, will my premium increase?

No! No matter how many claims you file, your rate will never increase!

What happens after I file a claim?

The shop will be in contact with the claims department, determine if the repair is a covered component, and contact you to move forward.

How do I check the status of my claim?

You can contact claims directly at 1-800-531-1925 or call our customer service team 7:00 AM - 6:00 PM Monday - Friday at 1-800-587-4162.

When should I file a claim?

As soon as your vehicle breaks down, please call the Claims or Roadside Assistance number on your contract. Your claims representative will determine the cause of failure and as long as it is a covered component, it will be taken care of for you!

How do I know if my claim will be covered?

Refer to your contract's coverage section to find a list of covered components listed under your contract. See contract for more details.

How does the deductible work?

Once the repair is completed, you pay your deductible directly to the repair facility.

What if I need a rental vehicle while mine is being repaired?

New contracts as of April 21st, 2022: Once your vehicle is in the shop and has been approved for at least 4 hours of work, you will receive rental car benefits. Limited to a vehicle similar to yours, up to $100 per day for up to 7 days for most claims. If the vehicle needs a full engine and transmission replacement, it will cover up to 14 days. Ride Share reimbursement is also available. It will cover expenses up to $60.00 per day reimbursed (reasonable Tip included). Uber/Lyft only. *Benefits may vary from state to state. New contracts only. Please refer to the contract to verify rental benefits.

Do I pay for rental up front?

It depends. Dealerships may have rentals available and you may not have to pay up front. If you need to go through a local rental agency, then you most likely would pay for the rental up front and get reimbursed once the repair is completed.

What if I break down after hours or away from home?

Simply call the roadside assistance number at 1-866-222-7869 to arrange a tow truck to take you to a local repair facility. Contact the shop in the morning to start the claim. Most of our coverages also provide Trip Interruption. If your vehicle breaks down 100 miles or more away from home and needs to be left at a repair facility overnight, your hotel and restaurant expenses may be reimbursed to you $125 per day, up to 4 days. Maximum benefit is $500.00 per occurrence.

How does repair payment work?

Once the work has been completed, claims will pay the repair directly over the phone with a credit card to the repair facility. You will be responsible for your deductible, plus any non-covered charges.

How do we determine if a claim is paid?

First, make sure the part is listed in your coverage plan. The mechanic will find the cause of the breakdown and contact claims to determine whether it will be a covered repair or not.

What responsibilities do I have to keep the coverage active?

You need to keep up with your manufacturer's maintenance schedule and keep receipts for all scheduled maintenance. You must be out of your scheduled waiting period to file a claim (see your contract for details on waiting period). Do not misuse, neglect, or modify your vehicle during the contract term.

*Please see contract for Claims and Benefits eligibility

General Questions

What's the difference between a "service contract" and an "extended warranty"?

An "extended warranty" is an extension of your manufacturer's warranty. CarShield is not connected to vehicle manufacturers or dealers in any way. Instead, a CarShield service contract is designed to pick up where your existing warranty drops off, or to fill any gaps in coverage.

How is a CarShield service contract different from my auto insurance coverage?

Typically, auto insurance covers only collision or accidental damage to your vehicle—such as a car crash, fire, or vandalism. A CarShield service contract covers the mechanical parts of your vehicle. Most auto insurance coverage does not cover mechanical breakdowns unless they are the direct result of an auto accident. With a CarShield service contract, your engine, transmission, and other vital car parts are protected anytime they break down or malfunction.

Do you sell service contracts for vehicle manufacturers or dealers?

No, we are not affiliated in any way with the extended warranties that manufacturers and dealers sell. Instead, we offer service contracts through our partnerships with established suppliers. These contracts offer protection for almost all vehicle makes and models, and repair work can still be done by your local dealership or repair facility.

Why do you need so much information from me when I request a quote online?

We ask for the make, model, mileage, and age of your vehicle in order to recommend the best possible protection. Since rules vary from state to state, we need to know where you live, and how to reach you there.

Why do I need a service contract? I’ve worked on my own car for years.

As vehicle technology becomes increasingly complex, it becomes more challenging—and potentially problematic—for even the most experienced do-it-yourselfers to fix their own vehicles. Even seemingly simple repairs now require computerized diagnostics, specially trained technicians, and sophisticated equipment only found in specialized repair facilities.

How is a CarShield service contract different than the vehicle warranty my dealer sold me?

Vehicle warranties sold by dealers and manufacturers cover repairs on your car up to a certain age or mileage criteria. A CarShield service contract is designed to pick up where your existing warranty drops off, or to fill any gaps in coverage. This gives you the peace of mind that you’ve got continuous protection against costly auto repairs.

How do I figure out which vehicle service contract is right for me?

When choosing a plan, no matter its level of coverage, make sure it offers a cancellation option, monthly payment plan, towing and rental benefits, and a money-back guarantee. CarShield backs each of its contracts with these services and offerings; many other warranties and service contracts don’t offer this level of customer satisfaction. When choosing your level of protection, make sure to take a close look at what each contract covers. If you choose only the most basic, least expensive coverage, you could still be left paying for costly repairs. CarShield contracts have been designed to fit a wide range of coverage needs and budgets to meet your unique needs. Plus, up to 5,000+ vehicle parts! View our sample contracts to see which parts are covered by each plan.

Coverage Questions

Is my vehicle guaranteed to be covered by CarShield?

A CarShield representative will review your information and will contact you as soon as possible, provided you have already submitted a request online. You can also call us toll-free at 1-800-587-4162 to find out more information. We provide services for both new and used vehicles, so there is a good chance your vehicle will qualify for coverage.

Is my service contract transferable?

Most of the contracts are transferable if you sell your vehicle to another person. Contact one of our representatives toll-free at 1-800-587-4162 to discuss the specific terms of your contract.

If my vehicle is used/pre-owned, do I qualify for coverage?

Yes, we accept used/pre-owned vehicles as well as new. Please contact one of our representatives toll-free at 1-800-587-4162, and we will further review your information.

Can I put more than one vehicle on the same service contract?

No. Because each vehicle is different in terms of its mileage, age, overall condition, and repair history, each contract we create is vehicle-specific. This ensures that each of your vehicles receives the right level of protection.

Vehicle Questions

What and where is my VIN?

Your VIN is your vehicle identification number. The most common VINs contain 17 characters. Ex: 1G1FP22PXS2100001. Some common places to locate your VIN: On the drivers side dash viewable from the windshield, the front of the engine block by raising the hood and looking at the front of the engine, and in the driver’s door jam.

What and where is my current odometer?

Your current odometer is a recording of the current (today) measured distance your vehicle has traveled. In other words, your current vehicle mileage. For example, your odometer can read 30,165 miles. Your odometer can be located inside the vehicle on the driver’s side dash usually below the speedometer. Some vehicles may require that the engine is on in order to show the odometer reading.

Vehicle Modification Questions

Will you cover my vehicle if it has a special title such as salvaged, branded, or if the vehicle has been deemed a total loss?

Yes, we can provide coverage for vehicles with salvaged/branded titles. A small surcharge may apply. Please call 1-800-974-9385 and talk to one of our specialists for more information.

I use my vehicle for commercial purposes, can you cover it?

Yes, we have plans for commercial vehicles. A surcharge may be applied.

I pull a trailer, can you still cover my vehicle?

Yes, as long as it’s within specs for the towing/hauling capability of your vehicle even if it’s a 5th wheel/goose neck, but the trailer would not be covered.

Can I get coverage for my truck if it has a snow plow?

No, we are not able to cover vehicles that were ever equipped for a snow plow.

Can I get coverage if I use my vehicle for Uber/Lyft/Rideshare?

Yes, we provide coverage for vehicles that are used for Uber/Lyft/Rideshare. A small surcharge may apply. Please call 1-800-974-9385 and talk to one of our specialists for more information. *We cannot provide coverage for taxis.

What about Uber Eats, Grub hub, Door Dash or like pizza delivery?

Yes, we can provide coverage for your vehicle. There would be a small surcharge added to the contract.

I have a lift kit on my truck, can I get coverage?

Yes, as long as it’s 6 inches or less, we can protect it with a surcharge.

Can I put bigger tires or wheels on my vehicle/truck?

Yes. If the vehicle’s new tires are within 2 inches of the original factory tires, no surcharge will apply. We cannot protect vehicles with tires that are 37 inches or more.

Can I make performance enhancements on my vehicle?

Certain performance enhancements can void coverage such as tuners, chips, programmers, headers, and snow plows. Please call 1-800-974-9385 and talk to one of our specialists for more information.

I use my vehicle on a farm, can I still get coverage?

Yes, with an Agricultural Use surcharge that may be applied.

Questions? Visit our Support Center, or get in touch:

  1-800-588-8501        Contact Us