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Frequently Asked Questions

Question: What is your mailing address and phone number?

Answer:

Our mailing address is:

3430 Sunset Avenue, Ocean, NJ 07712

Call toll free at: 800-599-9557

Question: Are you open all day?

Answer:

  1. Our main office is open from 9:00 am to 10:30 pm Eastern Time Monday through Friday and 9:30am through 4:30pm on Saturdays.
  2. The Claims center is open from 8 am to 8 pm Eastern Time from Mondays through Fridays and 9:30 am to 5:30 pm on Saturdays.

Question: Where can I take my vehicle for repairs?

Answer:

Your first choice is normally to the dealer where you purchased your vehicle (if your dealer has a repair facility).

Your second choice is to one of our National Accounts, namely: Pepboys, Firestone, All Tune & Lube, AAMCO or Lee Myles Transmissions.

Or, you may take your vehicle to any licensed repair facility of your choice.

Question: Is my service contract honored by all repair facilities?

Answer:

Most repair facilities may bill us directly for covered repairs.

Question: What is covered under the contract?

Answer:

"Mechanical Failure" of listed components as outlined in the applicable Terms and Conditions section of your Service Contract.

Question: How do I file a claim?

Answer:

Request the repair facility to call us.

Question: How do I use my rental benefits?

Answer:

Once the failed component(s) is determined to be a covered failure, and the vehicle must remain overnight, you are entitled to the rental reimbursement benefits as stated in your Service Contract Terms and Conditions.

Question: How do I get an authorization for travel expenses?

Answer:

Once the failed part(s) is determined as a covered failure and you are at least 100 miles from home, you should call us for an authorization number.

Question: My vehicle needs a tow. How do I get this covered?

Answer:

If you have Emergency Roadside Assistance , call the telephone number on your contract for Heritage Roadside Assistance.

If your repair is covered by your contract terms and conditions, towing and road service may reimburse you for expenses as stated in your Service Contract Terms and Conditions.

Question: How do you pay for a claim?

Answer:

For Contract Holders - The Contract Holder may be reimbursed by check through the mail on a covered repair less any applicable Service Contact deductible with an issued authorization number and receipt of an acceptable repair order invoice.

For Repair Facilities - The repair facility may be reimbursed by check through the mail on a covered repair less any applicable Service Contact deductible with an issued authorization number and receipt of an acceptable repair order invoice.

Payment by credit card may also be available wherever and whenever circumstances allow.

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