Frequently Asked Questions
Will my repair be covered under my contract?
Coverage of repairs is determined by your contract guidelines. There are always certain exclusions of coverage but we make every effort to approve covered claims without delay. It is important to note that if your vehicle experiences a breakdown, you must contact us for instructions and to receive authorization before any work is performed on the vehicle, including any diagnostic work.
We reserve the right to inspect your vehicle in its original condition at the time of the breakdown. Therefore, all work done without prior authorization from DOWC will result in denial of coverage and will not be reimbursed or otherwise paid by us. We may also require you to return your vehicle to one of our preferred repair facilities, depending on its location when a breakdown occurs.
You can always refer to your vehicle service contract to determine if a certain part or component is covered. If you would like us to explain coverage, just give us a call. One of our experts will be happy to assist you.
Are diagnostic fees covered under my contract?
Diagnostic fees are covered under an approved claim for a covered repair. To determine whether repairs and diagnostic fees will be covered, you must take steps to have the initial diagnosis of a breakdown or needed repair approved before any repair work is performed. The first step is to contact us to receive authorization to proceed. Next, take your vehicle to a repair facility for a diagnosis. The repair facility should then contact us at 201-777-1000 to begin a claim. DOWC will review the claim and determine coverage. The repair facility will notify you directly regarding covered repairs, including diagnostic fees.
How do I locate a repair facility?
Your selling dealer may have a tie-back to their repair shop or a preferred shop where repairs would be performed. This information can be found on the face page of your contract, or you may contact us directly for assistance. If your selling dealer does not have a tie-back, we would be happy to help you locate a licensed repair facility in your area. Please contact us at support@dowc.com or 201-777-1000. You can also search RepairPal.com/dowc. Simply enter your zip code for a list of local shops that includes their location, business hours, and phone number.
What is a tie-back area?
This means the area as determined by mileage distance from the selling dealer’s location(s). If a breakdown occurs within your dealer’s tie-back area, DOWC reserves the right to require you to return your vehicle to one of our preferred repair facilities.
What is a VIN number?
A VIN is a vehicle identification number. This number is 17 digits long and specifically identifies your vehicle. You can find it in one of several places on your vehicle including inside the driver’s-side door, in the lower left corner of the windshield, or on the front of the engine block under the hood. The number is also listed on your insurance card and registration paperwork.
What is a deductible and how does it work?
A deductible is a small amount that you elect to pay towards any claim that you may have. For example, if your deductible is $100 and your repair costs for a breakdown are $2,500, you would pay $100* and we would pay $2,400.
*In addition to your deductible, you are responsible for shop fees, disposal fees, and, in some states, taxes.
What is covered under my contract?
Check your individual Vehicle Service Contract for details. Your contract includes a comprehensive list of the components that are or are not covered, under What Is Covered and What Is Not Covered, within the contract pages.
Is my contract still valid?
This information can be found on the face page of your contract, under Service Contract Information. Look for the Contract Term, which is the indicated number months from service contract purchase date, and miles from the odometer reading at the time of vehicle purchase. Your contract expires on whichever of the following is reached first: The term date or the term mileage limit.
Can I transfer my contract?
Yes. Contact us for a transfer request form. Submit a copy of the completed form within 30 days of the vehicle sale, along with a copy of your service contract and a copy of the bill of sale that indicates the date of sale. A transfer fee of $100.00 will apply.
How do I cancel my contract?
Not all contracts are cancelable. Please reach out to your selling dealer to inquire about the cancellation process or refer to the last pages of your contract for this information. You may also contact us for guidance. To obtain a copy of your contract, contact us at 201-777-1000 or support@dowc.com. A $50.00 cancellation fee will apply.
My contract is due to expire. Can I purchase a new contract?
Currently, we do not sell directly to consumers. Contract purchases are made at the dealer level, at the time you purchase your vehicle. You may contact us directly to further discuss at 201-777-1000 or support@dowc.com.
I need towing.
Our roadside assistance is available 24/7, 365 days a year. Call 1-855-411-6648.
U.S. Auto customers, call 877-578-3564.
Is towing covered under my contract?
Most Vehicle Service Contracts include towing of up to 50 miles at no cost. Any additional mileage will be your responsibility and payment for that portion must be made by you at the time service is rendered. Additional roadside assistance services available to you at no cost could include battery jump start, flat tire change, and locksmith services. Delivery of fuel, oil, and water is also available as a covered service, though the cost of the materials themselves would be your responsibility.
How do I get reimbursed for rental, out-of-pocket repair, or towing expenses?
Email reimburse@dowc.com for a link to securely upload your paperwork, including your mailing address, phone number, and last six digits of your VIN. We will let you know that we received your request and put it in process immediately.
Rental Reimbursement: Is car rental covered under my contract?
Not all contracts offer rental reimbursement. We would be happy to email you a copy of your contract detailing this information. Please request a copy by emailing support@dowc.com.
If Rental Reimbursement is part of your coverage, your provider (DOWC) reimburses your rental expenses resulting from a breakdown that causes your vehicle to be inoperable or unsafe to drive and necessitates it being held for eight hours or more by a repair facility for a covered repair, as outlined by your service contract.
How do I file a GAP claim?
To file a claim, please visit our website at https://claims.dowc.com and create an account. After you have created an account, an activation email will be sent to you. After activation, your GAP claim can be submitted. Once received, one of our representatives will begin the review process on your claim.
How do I file a Key Protection claim?
To file a claim, please visit our website at https://claims.dowc.com and create an account. After you have created an account, an activation email will be sent to you. You can contact us at 201-777-1000 or reach out to your manufacturer dealer and they will contact us directly.
What is my addendum number?
Your addendum number is your contract number, which is located on the top right-hand corner of the first page of your contract.
How do I get in touch with my selling dealer?
Your selling dealer information is listed on the face page of your contract packet. You can also contact us for assistance by calling 201-777-1000 or email support@dowc.com
I need help.
You can reach us between the hours of 8:00 AM – 6:30 PM (EST) Monday – Friday, 9:00 AM – 3:00 PM Saturday. Call us at 201-777-1000 or email support@dowc.com
What are my responsibilities as a contract holder?
Read and understand your vehicle service contract to know what is covered, what is not covered, and what can potentially void your plan.
Keep receipts and service records to create a comprehensive record of all your maintenance services.
Make sure that the odometer and all gauges, warning sensors, and lights are working properly at all times, including the oil warning and temperature warning lights/gauges. Do not drive your vehicle if a warning light is active.
Monitor your vehicle’s gauges and warning lights, as noted above. If any lights or gauges indicate a problem, you are required to safely and immediately pull your vehicle off the road and shut off the engine. Contact us, or your preferred provider, for immediate roadside assistance.
At your expense, satisfy the maintenance requirements set forth in your service contract and maintain your vehicle according to the vehicle manufacturer’s specifications, including but not limited to scheduled oil changes, lubrication of the steering components and suspension, transmission fluid changes, differential fluid changes, and other fluid level checks and refilling when required. Have your car serviced on time by scheduling this routine maintenance.
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