Skip to main content

​
Overview

When you need to use your protection coverage for repairs or service, you’ll file a claim with your product provider. Each protection product (extended warranty, GAP insurance, tire & wheel protection, etc.) has its own provider who handles claims directly. Contact the provider, submit your claim details, get approval, and coordinate repairs through their approved network of service centers and shops.

​
How It Works

Claims are managed by the warranty or insurance provider, not through the Ekho portal. You’ll contact the provider directly when you need service, provide your policy information and details about the issue, and the provider will review your claim to determine coverage. If approved, they’ll direct you to an approved repair facility or reimburse you for covered repairs. The provider has a network of dealers and service centers that can handle repairs, and for areas with limited coverage, they can coordinate alternative solutions.

​
File a Claim

Use your coverage when you need repairs or service.
1

Contact the Provider

When you need to use your coverage, contact the product provider directly using the phone number or website listed on your coverage certificate.You’ll Need:
  • Policy number
  • Coverage certificate
  • Vehicle information (VIN, make, model)
  • Description of the issue or damage
  • Date the issue occurred
You have your policy information ready and have contacted the provider.
2

Submit Your Claim

Follow the provider’s claim process to submit your information.Typical Process:
  • Call the provider’s claim hotline or submit online
  • Provide policy and vehicle details
  • Describe the issue or damage in detail
  • Answer questions about the incident
  • Upload photos if requested
  • Provide location information
Your claim is submitted to the provider.
3

Get Approval

The provider reviews your claim and determines coverage.They’ll Check:
  • Policy is active and current
  • Issue falls within coverage terms
  • No exclusions apply
  • Claim is within policy limits
  • Incident is covered by your specific product
Approval Timeline:
  • Simple claims: Same day to 1-2 business days
  • Complex claims: 2-5 business days
  • You’ll be notified of approval status
Your claim is approved or you receive feedback on next steps.
4

Get Repairs

Coordinate repairs with the provider.Service Options:
  • Provider Network: Provider directs you to an approved repair facility in their network
  • Your Choice: Choose your own repair shop and provider reimburses you (if allowed by policy)
  • Mobile Service: Provider sends technician for on-site repairs (some products)
  • Remote Coordination: For specialized issues, provider may coordinate with manufacturer
For Areas with Limited Coverage:
  • Provider will locate the nearest approved service center
  • If no approved facility is nearby, provider may approve alternative solutions
  • Provider can reimburse you for repairs at non-network facilities when necessary
  • For technical issues, provider may coordinate remote guidance with manufacturer
Pay Deductible:
  • If your product has a deductible, pay it at time of service
  • Provider covers remaining cost per policy terms
  • Keep receipts for deductible payments
Repairs are completed and covered by your protection product.

​
Track Your Claim

Monitor your claim status and keep records. Keep Records:
  • Save all claim documentation
  • Keep receipts for deductibles paid
  • Track claim numbers and reference codes
  • Note dates, contacts, and outcomes
  • Save copies of repair invoices
  • Document any communications with provider
Follow Up:
  • Check claim status if you don’t hear back within expected timeline
  • Respond promptly to provider requests for additional information
  • Keep your contact information current with the provider
  • Save confirmation emails and claim status updates

​
Transfer Coverage

If you sell your vehicle, some protection products can be transferred to the new owner. Transferable Products:
  • Extended warranties are typically transferable
  • GAP insurance usually expires when you pay off or sell the vehicle
  • Other products may or may not be transferable (check policy terms)
Transfer Process:
  1. Contact the provider when you’re selling your vehicle
  2. Provide new owner’s information
  3. Pay any transfer fee (typically a small fee, often under $100)
  4. Provider processes transfer and sends new owner updated documentation
  5. Coverage continues for the new owner under the same terms
Note: Transfer increases resale value of your vehicle.

​
Troubleshooting & FAQ

Contact the protection product provider directly, not Ekho. Your coverage certificate and policy documents include:
  • Provider name
  • Claims hotline phone number
  • Website for online claim submission
  • Provider contact information
Each product may have a different provider, so check your specific product certificate.
Your policy number is located on:
  • Coverage certificate (emailed after purchase)
  • Physical coverage cards (mailed 1-2 weeks after delivery)
  • Your order documents
  • Purchase contract or invoice
If you can’t find it, contact Ekho support with your order number to retrieve your policy information.
If your claim is denied:Understand Why:
  • Review the denial explanation from the provider
  • Common reasons: issue not covered, policy exclusion applies, claim exceeds limits, policy not current, or pre-existing condition
Appeal Options:
  • Request detailed explanation of denial
  • Review your policy terms to understand coverage
  • Provide additional documentation if requested
  • File a formal appeal if you believe the denial is incorrect
  • Contact the provider’s customer service to discuss
Get Help:
  • Review your coverage certificate for appeal procedures
  • Contact Ekho support if you need help understanding your coverage
  • Consult with the provider about alternative solutions
It depends on your specific product terms:Extended Warranty:
  • Most require approved or authorized repair facilities
  • Provider has a network of dealers and service centers (~600+ locations)
  • Using non-approved shops may result in denied claims
  • Contact provider before repairs to confirm shop is approved
Other Products:
  • Some allow any licensed repair shop
  • Others require provider network facilities
  • Provider may have preferred shops with direct billing
Best Practice:
  • Always contact your provider before getting repairs
  • Confirm the repair shop is approved
  • Get pre-authorization for major repairs
  • Follow claim procedures to ensure coverage
If the nearest approved repair facility is far away:Provider Solutions:
  • Direct you to the nearest servicer in their network
  • Approve repairs at a non-network facility and reimburse you
  • Coordinate mobile service if available
  • For specialized issues, coordinate remote technical guidance with manufacturer
  • Work with you to find a practical solution
What To Do:
  • Contact your provider and explain your location
  • Provider will find the best solution for your situation
  • Get written approval before proceeding with non-network repairs
  • Keep all receipts and documentation for reimbursement
The provider’s network grows as needed and they prioritize finding solutions even in areas with limited coverage.
Timeline varies by claim complexity:
  • Simple claims: Same day to 1-2 business days (e.g., tire replacement, key replacement)
  • Standard claims: 2-3 business days (e.g., warranty repairs, windshield)
  • Complex claims: 3-5 business days (e.g., major mechanical issues, total loss)
If you don’t hear back within the expected timeline, contact the provider to check status.
Payment depends on your policy terms:Deductible:
  • If your product has a deductible (e.g., $100 per visit), you pay that amount
  • Provider covers the remaining repair cost
  • Some products have $0 deductible
Not Covered Items:
  • You pay for items outside coverage terms
  • You pay for items that exceed policy limits
  • You pay for exclusions
Direct Billing:
  • Many providers bill repair shops directly
  • You only pay your deductible (if applicable)
  • Shop submits claim to provider for payment
Check your specific product certificate for deductible amounts and coverage limits.
Coverage varies by product type:Extended Warranty Covers:
  • Mechanical breakdowns after manufacturer warranty expires
  • Specific components listed in policy (engine, transmission, electronics, etc.)
  • Labor and parts for covered repairs
Extended Warranty Doesn’t Cover:
  • Normal wear and tear (brake pads, wiper blades)
  • Maintenance items (oil changes, tire rotations)
  • Damage from accidents or abuse
  • Pre-existing conditions known at purchase
  • Modifications and aftermarket parts
Tire & Wheel Covers:
  • Road hazard damage (punctures, cuts, impacts)
  • Wheel damage from potholes
  • Mounting and balancing
Tire & Wheel Doesn’t Cover:
  • Normal tire tread wear
  • Improper inflation damage
  • Cosmetic damage not affecting function
GAP Insurance Covers:
  • Difference between vehicle value and loan balance if totaled
  • Works with your primary auto insurance
GAP Insurance Doesn’t Cover:
  • Overdue loan payments
  • Additional charges beyond loan balance
  • Extended warranties added after purchase (sometimes)
Review your specific product terms and conditions for complete coverage details and exclusion lists.
Yes, for some products:Extended Warranty:
  • Typically transferable to new owner
  • Small transfer fee applies (often under $100)
  • Contact provider to process transfer
  • Increases resale value of your vehicle
GAP Insurance:
  • Usually expires when you sell the vehicle or pay off loan
  • May be eligible for refund if you pay off early
  • Not transferable to new owner
Other Products:
  • Check your specific policy terms
  • Some products are transferable, others are not
  • Contact provider when selling to understand options
Transferable coverage can be a selling point and may increase your vehicle’s value to buyers.
If you pay off your financing early:GAP Insurance:
  • No longer needed once loan is paid off
  • May be eligible for partial refund
  • Contact provider to request refund calculation
  • Provider will calculate unused portion
Extended Warranty:
  • Remains active regardless of loan status
  • Coverage continues for full term purchased
  • No refund for early loan payoff
Other Products:
  • Continue coverage as purchased
  • Not affected by loan payoff status
If you need assistance:Contact Provider:
  • Call claims hotline for immediate help
  • Use online chat if available
  • Email customer service for non-urgent questions
  • Reference your policy number and claim number
Provider Can Help With:
  • Claim status updates
  • Finding approved repair shops
  • Understanding coverage
  • Processing appeals
  • Coordinating repairs
Contact Ekho Support:
  • If you can’t find your policy information
  • If you need help understanding which provider to contact
  • For questions about your original purchase
The product provider handles all claim-related questions and issues.
Yes, you can submit multiple claims up to your policy limits:Claim Limits:
  • Some products have per-claim maximums
  • Some have annual limits (e.g., “up to 4 tire replacements per year”)
  • Some have lifetime policy limits
  • Extended warranties typically have no claim limits within coverage terms
Tracking Claims:
  • Keep records of all claims submitted
  • Track remaining coverage amounts
  • Note dates and claim numbers
  • Monitor policy expiration dates
Multiple Claims:
  • Each claim is processed separately
  • Multiple claims don’t affect future coverage (within limits)
  • Provider tracks your claim history
Check your policy for specific claim limits and maximums.
If repair costs exceed your policy limits:Options:
  • Provider covers up to policy maximum
  • You pay the difference above the limit
  • You can choose less expensive repair options
  • You may be able to split repairs into multiple claims if limits are per-incident
Example:
  • Coverage limit: $1,500 per claim
  • Repair cost: $2,000
  • Provider pays: $1,500
  • You pay: $500
Before Repairs:
  • Get repair estimate before authorizing work
  • Confirm with provider what’s covered
  • Understand your out-of-pocket costs
  • Consider repair alternatives if needed
Always get pre-authorization for expensive repairs to avoid surprises.