In mid-December, the CCS team will undergo continuing education training via online training and virtual classes with the CCS manager to further develop their approach regarding pre-existing conditions. In August, CCS team members continued education training for the “soft skills” to best assist customers, including those with pre-existing breakdowns. CCS team members may review a consumer’s estimate and provide role-limited advice on line items when possible. Endurance agents will assist in sourcing parts and locating partner repair facilities to decrease a consumer’s out-of-pocket cost. If a claim is excluded as pre-existing, our Customer Service, Retention, and CCS teams have been equipped with several tools that leverage our industry experience to the consumer’s benefit.

Endurance’s Sales team ensures that each consumer is notified of the waiting period and asked about pre-existing conditions before any transaction. Both the time and mileage requirements must be completed before any new component failure is eligible. Company claims issues were “pre-existing conditions”Įach contract sold by Endurance includes a waiting period which may vary depending on each contract, most frequently consisting of 30 days and 1000 miles from the date and mileage at the time of sale.In September, the Endurance CCC team members received continuing education training specific to this exclusion, including an online training module and virtual classes with the CCS manager. Endurance understands the confusion that results from these circumstances and has trained its Customer Service and Retention agents to adequately explain the circumstances. Repair not covered under contract even though the contract states that it is coveredĬontract terms may exclude coverage for listed components under certain conditions (ex.Endurance expects to complete its product review at the beginning of 2023 and if approved, it will expedite implementation. This report would show the vehicle’s last known mileage and any title brands, allowing any conflicts to be resolved before purchase.

Endurance is actively reviewing a product from Carfax that can be run at the time of sale. A claim may be suspended or rejected if this information contradicts the vehicle's history report.

Mile discrepancy between what the consumer told EWS vs CarfaxĮndurance relies on self-reported information from consumers to properly qualify vehicles.

The CCS team undergoes in-depth training with our Claims Department in addition to our standard thorough Customer Service Department training to be best positioned to inform and assist our customers. Endurance created the Claims Customer Service ('CCS') team as a sub-unit of our Customer Service Department specifically devoted to our customers' questions regarding claims. Endurance must comply with the terms and conditions of the contract, which specify when breakdowns are either authorized or excluded.

Consumers allege that their claims are being denied for various reasons such as :Įndurance understands that an informed customer is a satisfied customer and will continue to educate our present and future customers before, during, and after purchasing a contract.

As of, BBB has received a sufficient response from the business who is actively working on the patterns below with the actions included. On, BBB submitted a written request to the company encouraging them to address the pattern of complaints. BBB files indicate that this business has a pattern of complaints.

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