FREQUENTLY ASKED QUESTIONS
General
Excela Protect’s normal business hours are Monday-Friday, 8am-5pm EST.
Customer
For repairs, we recommend that you return to the dealership where you purchased your vehicle. If this option is not feasible, you may choose to take your vehicle to any licensed repair facility in the United States or Canada. However, ask the repair shop to call us at (855) 392-3521 to authorize the repair before beginning work. Refer to your contract for terms and conditions.
Prior to starting repairs, the dealership or repair facility inspecting your vehicle must contact us (refer to your contract for details). If a mechanical breakdown occurs outside of our operating hours, Excela Protect must be contacted the next business day. Failure to obtain authorization prior to repairs may result in nonpayment.
Contract coverages and exclusions vary based on the specific vehicle service contract purchased. Please refer to the General Contract Exclusions and Contract Provisions sections of your contract.
Receipts for maintenance must include vehicle identification (VIN), year, make, and model and must show dates, mileage and services performed. Maintenance services must be performed in accordance with manufacturer requirements.
If you sell your vehicle to a private owner within your contract terms, the remaining coverage can be transferred to the new owner. Refer to your contract for details.
Your coverage period depends on the terms of your contract. If you are unsure about your coverage period, please contact the dealer that sold you the contract or refer to your contract’s terms and conditions.
No. However, you can purchase an additional vehicle service agreement through the dealer that sold you the plan. They will review your eligibility and options. Keep in mind that new vehicle service agreements will not cover existing problems.
Yes. If the incident occurs within your contract’s coverage period, it will be covered whether you’re in or out of town (within the United States or Canada). Just let the local repair shop know you have a contract and have them contact Excela for approval prior to the repair. See your contract for terms, exclusions, and conditions.
If a breakdown occurs and renders the vehicle inoperable or unsafe when our office is closed, you may authorize the necessary repairs at your discretion. If any portion of the repair is being performed during our normal business hours, you must have the repair facility contact us as soon as we are open. If the repairs are completed outside our business hours, you must contact us the next business day to submit for potential reimbursement. You are responsible for all repair expenses if the breakdown is not for a covered item.
Pictures are required for paint-related claims, when applicable. Pictures may also be requested to expedite and verify other claim types.
Yes and no. Most vehicle service agreements have a deductible, however, a few of our plans do not. Please refer to your contract for your deductible amount. Typically, the deductible only needs to be paid one time on each repair visit, even if multiple items are fixed.
Dealership or Repair Facility
If you are a dealership that sells Excela Protect products or a repair shop that’s signed up for our digital claims service, you can initiate a claim online by visiting the claims portal, which is available by clicking the Dealer Login link in our website menu. Otherwise, give us a call at (855) 392-3521, Monday-Friday, 8am to 5pm EST.
We pay repair facilities for claims by credit card, direct deposit, or check. Contract holder reimbursement is paid by check only.
Excela Protect provides a range of services including F&I product sales and administration, contract processing, claims management, compliance support, training, reporting and analytics, and customer support.
Excela Protect’s services can benefit your service department by streamlining F&I processes, improving efficiency, reducing administrative burden, ensuring compliance with regulations, increasing customer satisfaction, and driving growth through optimized F&I product sales.
We work closely with your dealership’s IT team and stakeholders to understand your existing systems and processes. Our implementation team will collaborate with you to integrate our services seamlessly, ensuring minimal disruption to your operations.
Yes, we can provide references from other car dealerships and service departments that have used our F&I administration services. These references can showcase the positive outcomes they have achieved through our partnership.
We have a dedicated compliance team that stays up to date with regulatory requirements and industry best practices. Our processes and systems are designed to adhere to these standards, and we conduct regular audits and reviews to ensure ongoing compliance.
We provide comprehensive reporting and analytics that offer insights into F&I product sales, penetration rates, claims processing, customer satisfaction, and other key performance indicators. These reports help you monitor performance, identify trends, and make data-driven decisions.
Yes, Excela Protect’s services are customizable to align with the unique needs and requirements of your service department. We understand that each dealership has specific preferences and processes, and we tailor our services accordingly.
We have a dedicated customer support team that is available to assist both your service department staff and customers. Our team provides timely responses to inquiries, assists with issue resolution, and ensures a positive experience throughout the F&I process.
We stay up-to-date with the latest trends and changes in the automotive industry through continuous research, attending industry conferences and events, maintaining partnerships with industry associations, and collaborating with regulatory bodies. This allows us to adapt our services to evolving industry needs.
Yes, we offer training and educational resources to enhance the understanding of F&I processes and best practices for your service department staff. These resources can include in-person or virtual training sessions, online materials, and ongoing support to ensure your staff is equipped with the necessary knowledge.
We take data security and confidentiality seriously. We have robust security measures in place, including encryption, access controls, and regular security audits, to protect customer and dealership information. Our processes adhere to applicable data protection laws and regulations.
We do have contractual obligations, and the terms can vary depending on the specific agreement and services being provided. We are transparent about these terms and will work with you to ensure they align with your dealership’s requirements.
The onboarding process and timeline for implementing our administration services will be customized based on your dealership’s needs and the services you require. We will work closely with your team to establish clear milestones and ensure a smooth transition, considering any time constraints or specific requirements you may have.