At RED Auto Protection, we are firm believers in FULL disclosure. Below are responses to some of your frequently asked questions:
Why should I spend money on a Vehicle Protection Plan? I can just pay for a repair myself!
This is something we hear from customers all the time. And trust us, it would be great if repairs were that simple; but did you know that dealerships generate more than 60% of their revenue in the service department, not on the sales floor? The average labor cost in the repair shop is over $100.00 per hour! The average engine costs over $5,000.00 to replace, and the average transmission costs over $2,500.00. When you figure in 5 to 10 hours to install one of these components, you are looking at paying over $6,000.00 in some cases.While we hope that you never have to use your Vehicle Protection Plan, the reality is that a majority of our customers do use their Vehicle Protection Plan at some point. With the average American keeping his or her car longer and longer, it is even more necessary to add the cost of a Vehicle Protection Plan into your budget. When something goes wrong, it’s too late! But, if you are prepared and get a Vehicle Protection Plan, when your vehicle does break down, you won’t have to worry.
What happens if my vehicle breaks down and I have a Vehicle Protection Plan? How do I start the claims process?
Similar to health insurance or collision insurance, when a breakdown occurs, immediately take the car into your repair facility of your choice AND before doing anything, have the repair facility call the claims number on the card that we send you in the mail. If you need a tow, contact the roadside assistance number. You must have the administrator authorize the claim before any work can be done. DO NOT have the dealership or repair facility begin work without first getting authorization; if you do this, your claim will likely be denied. Once the repair is authorized by the administrator, they pay the dealership or repair facility directly. All you have to do is pay the deductible!
Why is there a 30 day/1000 mile waiting period before I can file a claim? Can you waive it?
We hear this all the time. While we would love to be able to waive this “waiting period,” we simply can’t. This waiting period is imposed by the Administrator, not us. The reason it is imposed is to protect the insurance company against fraud.Since we write so many policies, we don’t have the ability to send an inspector out to every new policyholder. So, this “wait period” is imposed to ensure customers’ vehicles don’t have a “pre-existing” condition.
As with all insurance, this is to protect you against future repairs, not mechanical issues that already exist on your vehicle. The 30 day and 1000 mile waiting periods are imposed because the administrators figure that if you can drive 30 days or 1,000 miles, there is likely no preexisting repairs on the vehicle.
While 1,000 miles might seem like a long time, the average American drives over 1,200 miles per month.
What is a “Payment Plan Provider”?
RED Auto Protection works with a payment plan provider to offer payment plans to customers. The purpose of these payment plans are to allow customers to pay for their Vehicle Protection Plans over a period of time with a low monthly payment instead of paying for the cost all at once (we have many customers who do so, but we understand that not all can afford this).Once we collect an “initial payment” (which is collected by us), your monthly payment is administered by our payment plan provider, who will send you a letter in the mail. All monthly payments will be billed from them, not RED Auto Protection.
We still, however, can assist you with billing, account updates, and help you if you need to make modifications to your payment plan due to financial hardship. Please contact us TODAY if you need this assistance at (877) 580-7750 option 1 (for English) and then option 3 for Account Resolution.
Who is the administrator? What do they do?
The administrator is the company that is actually “administers” the policy; in other words, they are responsible for paying claims. Similar to collision insurance where you have the agent that sells the policy (that would be us), the administrator is the company that is responsible for paying claims. All of our administrators, in turn, are fully insured by “A” rated carriers (as rated by the AM Best Index). In the event that you have a claim, the administrator is the company that will pay the claim. We currently sell for 5 different administrators–one of which is our sister company, “RED Auto Administration” which allows us to have full control over the claims process.
If I sell my car, what can I do with the protection plan?
That depends on the situation, but they are fully transferable. In many cases, having a protection plan actually raises the value of the vehicle. To transfer the policy, simply call us or write us a letter, and we will be happy to assist you.
There are a lot of companies out there that sell service contracts; many of them have been getting bad press lately. What separates you from your competition?
It is true, there are many companies that sell vehicle service contracts out there, and there are many BAD companies that sell service contracts.What separates us is our mission: to offer the highest quality auto protection plans with honesty, integrity, and unparalleled care for our most important aspect: our customers–both before and after the sale. While that might sound like a motto, it is what guides our company.
Unlike other companies, we aren’t just here to make a sale; we are here to provide customers with peace of mind. That means we go the extra mile for our customers every day, and we do everything we can to do right by our customers. That’s why we are one of the few companies that sell Extended Vehicle Service Contracts that not only have an “A” rating on the Better Business Bureau, but are also accredited.
Very few companies can say that in our industry. While the administrator’s rating is also important, the agent’s rating is important as well, so you know if you are being told something, you are being told the truth.
How do I log into my policy?
To log into your policy, click here
, then simply enter the e-mail address you used when you signed up and the last six digits of your VIN (Vehicle Identification Number) associated with the vehicle of your policy. If you are unsure of this information or need to update it, please call us at (877) 580-7750 and dial option 1 for customer service.
What is your refund policy? Do I have a right to review?
As an honest and ethical company, RED Auto Protection offers all customers a ’30 day right to review period’ to cancel their policy and receive a full refund of all money collected. This means that if you wish to cancel within 30 calendar days from the date of purchase, simply give us a call at (877) 580-7750 to cancel your policy, and we will disperse a full refund back to your credit/debit card (or mail a check, if paid by check) within 7-14 business days of the date of cancellation.
After the first 30 days, customers may be eligible for a pro-rated refund depending on payment plan status, time and mileage used, and other factors. Customers wishing to cancel and receive a refund after the 30 day review period should contact us at (877) 580-7750 and ask about canceling and their pro-rated refund eligibility.
Can I cancel the policy if my spouse, mother, relative, or friend purchased the policy and my name is not on the policy?
In order to cancel the policy, the party whose name is on the policy (or if there are two names, one of the two) must cancel it. If you are not on the policy, we can add you by obtaining consent from one of the original customers, however we will not be able to cancel it out at the request of someone who is not on the policy without the consent of the original policy holder. This can be obtained by setting up a three-way call with the customer or by the original customer sending us a signed and notarized letter letting us know you are authorized to speak on behalf of the customer.
Either myself or my relative purchased a Vehicle Protection Plan from RED Auto Protection, but has dementia, an illness, or another disease preventing them from making competent decisions. What is your refund policy concerning this?
While we do our absolute best to try to screen our customers, the reality is there are instances where inadvertently we may sell a policy to someone who is not competent in decision making either through our direct-to-consumer channel or through dealerships. If this sounds like you or a relative, RED Auto Protection is one of the few companies that has a dementia/incapacity policy where we will refund all money collected if this issue is brought to our attention within the first 18 months after sale.In order to receive a refund, the customer or the Power of Attorney for the customer must contact us via telephone at (877) 580-7750 to inform us of the issue. We then require a notice from a doctor or other medical care professional (on their letterhead) showing that the customer was not competent during the time when the policy was sold. After receiving the notice, we will then contact the Power of Attorney within 30 days with notice of the refund outcome. It is our general policy to treat all customers in an honest and ethical fashion, which includes issuing customers who are not competent at time of purchase a full refund based on the circumstances.