File a Claim
CTE GUARD CLAIMS PROCESS
When a customer experiences a breakdown, they are instructed to contact the CTE Guard Claims Administrator immediately at our claims number: 281-364-8300.
The Claims Representative verifies that the customer is a holder of an active CTE Guard service contract and opens a claim. We use the TecAssured system for claims administration and reporting purposes and RoadBays for communicating with the repair shop and customer throughout the repair process. A record is kept of each contact with the customer and the repair facility.
If the breakdown the customer experienced renders the truck inoperable, the Claims Representative assists the customer in arranging for the truck to be towed to an authorized repair facility. In some instances, a mobile repair facility may be appropriate.
Once the truck arrives at the repair facility, a representative from the repair facility contacts the Claims Administrator to notify us that the truck has arrived.
It is the customer's responsibility to authorize all diagnostics, including any tear down that may be necessary to determine the initial failure that caused the breakdown.
Once the diagnostics are complete and the initial failure which caused the breakdown has been determined by the repair facility, a representative of the repair facility contacts the Claims Administrator prior to beginning any repair.
Once the Claims Administrator verifies that the component(s) which failed and caused the breakdown is covered under the vehicle service contract that the customer purchased, a Claims Representative requests all documentation that is needed for the claim review.
The repair facility provides the following claim related documentation to the Claims Administrator to make a coverage determination: Fault code printout, itemized repair estimate (with a breakdown of parts and labor), technician’s notes and pictures of the failed component.
Once all claim related documentation is received, the Claims Administrator reviews the claim to make a coverage determination. If any additional information is deemed necessary, such as maintenance records, a Claims Representative will request it at this time. If there are any questions related to the repair itself or coverage for the claim, the claim is escalated to the Claims Manager for review.
The Claims Representative notifies both the customer and the repair facility of the claim determination. If the determination made is that the claim is approved, the repair facility completes a Repair Completion Certification and a post repair health check printout showing no active fault codes. Upon receipt of both documents, payment is issued to the repair facility.
The Claims Representative enters the final coverage determination into the claims administration system and closes out the claim.