Who is the Best Company to take Care of Your Auto Customers?



Who is the best company to take care of your auto customers?


If you are a used car dealer frustrated with third-party providers and their claim practices, you may have options to take control of your program with limited complexity.

Many dealers set up their own provider (obligor) or use a third-party obligor, obtain a contractual liability insurance policy (CLIP) from an A-Rated carrier for compliance or lender requirements and manage an in-house program.

It's easier than ever to take control of your service contract program. Great options exist for Independent Used Car Dealers & BHPH Dealers. Ensure your service contract program is aligned with your business objectives around customer care.


Click to View Video


WarrantyResources.com is a property of Personal Safeguards Group, LLC. Contact Us with any Questions.



Top Considerations when Forming a Service Contract Provider



Here are the Top Items to consider when you are evaluating building or in-sourcing a Service Contract Program:


Overall Structure
    Previous articles discuss the various elements of a service contract program, including the obligor (provider), the administrator, the financial guarantee, and the service entity. Options exist for structuring a program with some internal components and some outsourced ones. For instance, using a third party as the obligor (the company making the legal promise to a consumer) has many potential benefits, such as rev recognition and no need to file for a license in many states. Time to market is faster with this option and significantly less expensive in many cases.

Insurance Partner
    The most common method to satisfy state-level financial guarantee requirements for a service contract program is to use a Service Contract Reimbursement Insurance Policy from a licensed and admitted insurance carrier. Multiple good options exist for an insurance carrier; knowing which carriers are better at what programs and structures is extremely important.

Technology Partner
    Many options exist for managing a service contract program, and each provider has unique capabilities and expertise. Knowing the options that make sense is important, and performing a deep dive into the partners to find the right solution is important. Options range from in-house limited functionality solutions to large Enterprise solutions.

Legal and Compliance Partner
    It is important to understand each state's legal and compliance landscape for service contract programs. This includes support in creating the actual terms and conditions, understanding administrator licenses, understanding obligor licenses, understanding seller appointments, and many additional elements. Even if you use a third party for some elements, you should have visibility into the requirements and any changes.

Rate Development
    This includes understanding how to price your program and the various inputs necessary to build a model. Actuarial support may be necessary depending on the program, so knowing the right option is important.


What are the Basic Elements of a Service Contract Program?



The Basic Elements of a Service Contract Program include the following items:


The Seller
    This represents the entity actually making the solicitation and sale of a Service Contract. This includes Retailers, Dealers, and Marketers.

The Obligor (aka Provider)
    The Obligor (or Provider) is the legal entity that is issuing the Service Contract.

    Many states require some form of registration (licensing), form filing for terms and conditions, financial guarantees, officer and/or director biographical reviews, and other requirements. This is not a one-time event; ongoing reporting and license renewals exist in many states.

    This is on a state-by-state basis and varies on a product level. Examples include vehicle service contracts, ancillary auto products, home warranties, consumer appliances, and electronics products.

The Administrator
    The Administrator is the entity providing customer entitlement, claim adjudication, and payment of claims.

    Some states require registration of the administrator and some form of financial guarantee.

The Financial Guarantee
    Most states have requirements for how an Obligor (Provider) must provide for the financial guarantee of a Service Contract.

    Financial guarantees are intended to protect the Contract Holder from the financial failure of the Obligor (Provider).

    Financial guarantees may include cash reserves, bonds, a parental guarantee from an entity with substantial and defined net worth, or a service contract reimbursement insurance policy (contractual liability insurance policy).

The Service Entity
    The Service Entity is a company the Administrator utilizes to perform repair or replacement services in fulfilling the obligations of the Obligor in the Service Contract.

    Some states require registration of the administrator and some form of financial guarantee.

The Contract Holder
    The actual Contract Holder (or Consumer) that the Service Contract is issued to and who is the owner of the covered product.





Process Flow for Service Contract Elements





What is a Service Contract Administrator License



Several states require a license or some form of registration to act as an administrator for service contracts. This applies if an entity other than the Service Contract Obligor (Provider) is administering claims. This varies by product type (auto versus consumer goods, for example).

For service contracts related to consumer goods, this process ranges from having the obligor submit an acknowledgment form that the administrator understands its obligations under the law ( New York Example ) to a full license ( California Example ).

The process may include a fee to the state, a copy of the terms and conditions from the obligor, a copy of the Service Contract Reimbursement Insurance Policy that backs the service contracts, a list of providers supported, registered agent information, and a completed application. The application includes company information and often includes shareholder information.

The overall process is easy to navigate with the right help. Many great firms exist to assist with the process, and often the obligor will help as well.

WarrantyResources.com is a property of Personal Safeguards Group, LLC. Contact Us with any Questions.


What is a Limited Warranty



A Limited Warranty is a warranty that is provided to a consumer under the Magnuson-Moss Warranty Act.

The Magnuson-Moss Warranty Act is a federal law governing consumer product warranties offered by manufacturers (OEMs) and sellers. The Magnuson-Moss Warranty Act does not require a manufacturer or seller to provide a warranty; however, it defines the requirements if a manufacturer or seller does offer a Limited Warranty.

Under the Magnuson-Moss Warranty Act, manufacturers and sellers of consumer products must provide the consumer with clear and detailed information regarding the Limited Warranty coverage if one is offered. This information directly impacts the rights of the consumer and the obligations of warrantors under the written warranty.

A Limited Warranty is provided at no cost to a consumer by the manufacturer or seller and provided to all consumers purchasing the product in the same manner.

It is important to properly design the Limited Warranty document you provide to the consumer to ensure compliance. Many great resources are available to assist you with designing the Limited Warranty document.

In addition to offering a Limited Warranty, manufacturers and sellers also have the option to offer a Limited Warranty and only retain a portion of the Limited Warranty under their balance sheet. A manufacturer or seller may decide to transfer a portion of the limited warranty risk directly to a third party. In this case, it is an insurance transaction and may be done directly with a carrier operating in this space and may provide balance sheet relief. The following structural options exist for Limited Warranty programs:

  • A manufacturer or seller may retain the warranty risk internally
  • A manufacturer or seller may outsource some or all warranty risk to an insurance carrier for a fixed price
  • A manufacturer or seller may perform consumer-facing warranty claims management internally
  • A manufacturer or seller may utilize a third-party administrator for some or all warranty claims management

    WarrantyResources.com is a property of Personal Safeguards Group, LLC. Contact Us with any Questions.