AGWS Response to COVID-19

CUSTOMER FAQs

How Do I Start A Claim?

  • Protect your vehicle from further damage.
  • If necessary, have your vehicle towed to the nearest repair facility, do not drive the vehicle.
  • Locate a licensed repair facility of your choice.
  • Give the repair facility your contract so that they can contact the Claims Department at AGWS
  • Authorize the repair facility to diagnose the problem with the vehicle.
  • Once the repair facility has diagnosed the issue they must obtain repair authorization from AGWS prior to completing repairs.

Click Here to reference Claims Instructions by contract type:

Vehicle Service Contract
GAP
Appearance Protection
Tire & Wheel
Key Replacement

How Do I Find The Current Status Of My Claim Or Claim Payment?

  • For Vehicle Service Contracts, please contact your repair facility.
  • If your claim was for GAP, or Appearance Protection, and was filed through the AGWSclaims online application, please visit https:\\claims.agws.com to check the status.
  • Otherwise, you can contact the American Guardian Warranty Services, Inc. Customer Service Department at 800.579.2233 to obtain the current status of your claim.

Do You Have A List Of Repair Facilities In My Area Where I Can Have My Vehicle Serviced?

  • AGWS recommends that you take your vehicle back to the Dealership from which you purchased it.
  • You can take your vehicle to the repair facility of your choice as long as they are both a licensed business and are able to confirm their appropriate business insurance.
  • Otherwise, AGWS has National Fleet Accounts with Firestone, Pep Boys, AAMCO, Interstate Transmissions, MultiState, and Mr. Transmission.

What Do I Need To Do To Obtain Vehicle Rental Authorization?

  • Rental car coverage may be available with your contract.
  • Please review the Terms and Conditions for specific details on your specific contract.
  • Please have your repair facility indicate your request for rental consideration when the claim is initiated.

How Do I Submit A Claim Where The Work Has Already Been Completed?

  • PRIOR AUTHORIZATION is required by AGWS for all repairs.
  • In the case of required emergency repairs outside of business hours, please submit a letter explaining your exceptional circumstances and why you failed to have your repair facility call AGWS for approval.
  • In addition, please send a copy of your repair invoice. The repairs must be explained in detail with parts and labor charge breakdowns.
  • AGWS will decline submissions when only a payment receipt is attached.
  • Your completed repair must indicate that the repairs were paid by you in full. Enclose a copy of your credit card statement or other proof of payment. Email all documents to
    unit100@agws.com.

How Will My Claim Get Paid?

  • More than 90% of claims are paid to the repair facility directly by Corporate Credit Card, though payment by check is available upon request.
  • Prior to repairs being completed, please verify the repair facility will accept payment from American Guardian Warranty Services, Inc.
  • If the repair facility requires you to pay them for repairs and submit your own claim, the check payment process can take up to 30 days from receipt of acceptable claim documents.

Why Was This Claim Or Item Denied?

There are many reasons why a claim or item may not be covered, the most common reasons are;
• Your contract has expired.
• The repair or item is excluded from coverage.
• The repair or item is not a covered component under the contract’s Terms and Conditions.

• Please refer to your contract for specific coverage information, contract limitations, and exclusions.

How Do I Know If A Repair/Part Is Covered?

  • On the first page of most contracts, a box will be checked indicating the coverage level purchased. (If no box is checked, please look at the bottom of the first page for any default coverage).
  • Any options or surcharges which you paid for will also be indicated.
  • Terms and Conditions in the body of the contract will list limitations and exclusions of the contract and depending on the contract, which components are covered by either being specifically named – or – not specifically excluded.
  • To determine coverage, repairs must be evaluated by our Adjusters and authorized in advance by AGWS.
  • Please note that reimbursement is not guaranteed.

Where Can I Take My Vehicle For Repairs?

  • If you purchased your contract from a Dealership with a repair facility, AGWS recommends you take your vehicle to that Dealership.
  • If that is not possible, you may take your vehicle to a repair facility of your choice as long as it is both a licensed business and is able to confirm appropriate business insurance.
  • AGWS has National Fleet Accounts with Firestone, Pep Boys, AAMCO, Interstate Transmissions, MultiState, and Mr. Transmission and you may take your vehicle to any of these repair facilities.
  • Our Customer Service Department is available Monday – Friday from 8 a.m. – 6 p.m. CST at 800.579.2233 and can assist you in locating a repair facility.

What Are The Steps To Get Authorization Outside Of My Selling Dealer?

  • If you purchased your contract from a Dealership with a repair facility, if possible, we recommend returning to that facility.
  • If that is not possible, you can take your vehicle to the repair facility of your choice as long as it is both a licensed business and is able to confirm appropriate business insurance.
  • ALL REPAIRS MUST BE APPROVED IN ADVANCE BY AGWS FOR ANY REPAIRS TO BE COVERED UNDER YOUR CONTRACT.
  • Provide the repair facility with your contract and have them contact the Claims Department at AGWS.
  • Authorize the repair facility to diagnose the problem with the vehicle.
  • The repair facility must obtain repair authorization from AGWS prior to beginning any repairs.
  • Any repairs not authorized by AGWS, (claims without prior authorization) may not be reimbursed.
  • AGWS pays the repair facility directly for authorized repairs via corporate credit card.

What Time Is The Latest That My Shop Can Get Paid By Credit Card?

  • Requests for payment must be received by AGWS no later than 3 p.m. CST to be considered for payment by 6 p.m CST.
  • If payment has been approved by AGWS, it may be sent to the repair facility by 6 p.m CST. Otherwise, approved payments will be processed the next business day.
  • Payment time is not guaranteed.

How Can I Receive A Quote For Coverage On My Vehicle?

  • AGWS does not sell directly to consumers.
  • We recommend that you return to your selling Dealer for further information.

How Do I Cancel My Contract and check the status?

  • To cancel or check cancellation status, please contact the Dealership where you purchased your contract.
  • The Dealership will process your cancellation and if eligible, issue any refund.
  • Refunds may be paid to you or the Lienholder.
  • If the Dealership is no longer in business or is not processing your refund, please contact our Customer Service Department at 800.579.2233 Monday – Friday from 8 a.m. – 6 p.m. CST.

How Do I Transfer My Contract When I Sell My Vehicle?

  • If you are the original owner of the contract, depending on contract terms and state law, you may be able to transfer it to the new owner of the vehicle.
  • To transfer your contract upon selling your vehicle, you must send the following to AGWS:
    • Copy of your original contract.
    • Copies of ALL original vehicle maintenance receipts for the full period of time that you owned the vehicle under your contract.
    • Copy of the state-issued vehicle title.
    • Letter stating the date and odometer reading at the time of sale.
    • New owner’s name, address, and phone numbers.
    • A check for the amount listed on your contract (transfer fee) made out to “American Guardian Warranty Services, Inc.”
    • Your complete transfer request must be received within 30 days of the sale of the vehicle.

Send the items listed above to:

American Guardian Warranty Services, Inc.
ATTN: Data Processing
PO Box 768
Warrenville, IL 60555

What Is The Status Of My Transfer Request?

  • To obtain the status of your transfer request contact our Customer Service Department at 800.579.2233 Monday – Friday from 8 a.m. – 6 p.m. CST.

How Can I Receive A Copy of My Contract?

  • Please go to the AGWSportal; and enter your information.
  • If your contract cannot be found in the AGWSportal, please send an email to our Customer Service Department at customerservice@agws.com requesting a copy of your contract and include the following items.
    • VIN for the covered vehicle.
    • Contract agreement number.
    • Your name.
    • A phone number where you can be reached if we have any additional questions or require further validation.

Who Do I Call If My Car Breaks Down On The Road?

  • Review your contract to determine if Roadside Assistance benefits are included.
  • If Roadside Assistance benefits are included, call the Roadside Provider’s Toll-Free Number listed on your contract.
  • The Roadside Assistance provider may ask for the Coverage Code provided in your contract.

When Does My Contract Expire - In Time Or Miles?

  • Depending on the terms of your contract, it may expire in time, or mileage, or whichever comes first. This information should be available on the first page of your contract.

How Can I Renew My Contract?

  • AGWS does not sell directly to consumers and cannot renew your contract.
  • We recommend that you consult your selling Dealer.

How Do I Change The Address On My Contract?

  • Submit a request to our Customer Service Department at customerservice@agws.com with the following information:
    • Agreement number.
    • Current email address on the contract.
    • New email address.

How Do I Add Or Change The Email Address On My Contract?

  • You will need to submit a request to our Customer Service Department at customerservice@agws.com with the following information:
    • Agreement Number.
    • Current email address on the contract.
    • New email address for the change.

How Do I Add Someone To A Contract?

  • You will need to contact our Customer Service Department at 800.579.2233 Monday – Friday from 8 a.m. – 6 p.m. CST.
  • Our Customer Service Department will work with you to validate your request and assist in this process.

How Do I Correct The VIN On A Contract?

  • Submit a request by emailing our Data Processing Department at dataprocessing@agws.com.
  • Please include the following information in your email:
    • Agreement number.
    • A copy of the original purchaser’s order showing the correct VIN.
  • The Data Processing Department will review your request and contact you with any additional questions, and if applicable, provide updated cost and arrange for payment.

How Do I Correct The Starting Mileage On A Contract?

Submit a request to change the mileage on the contract by emailing our Data Processing Department at dataprocessing@agws.com.

  • Please include the following information:
    • Agreement number.
    • A copy of the original purchaser’s order showing the correct mileage.
  • The Data Processing Department will review your request and contact you with any additional questions or requirements.

How Do I Add An Option To A Contract?

  • You can submit a request to add an option to your contract by emailing our Data Processing Department at dataprocessing@agws.com.
  • Please include the following information:
    • Agreement number.
    • The details of the option request.
    • Phone number where you can be reached.
    • Please Note: additional coverage will not become activated until 30 days after remittance is received by AGWS.
  • The Data Processing Department will review your request and contact you with any additional questions or requirements.

What Is The Address For AGWS?

Our Corporate office is located in Illinois. Our mailing address is:

American Guardian Warranty Services, Inc.
PO Box 768
Warrenville, IL 60555

What Are The Business Hours For AGWS?

Business hours are Monday – Friday 8 a.m. – 6 p.m. CST.

What Is The Phone Number For AGWS?

Our phone number is 800.579.2233 and we can be reached Monday – Friday from 8 a.m. – 6 p.m. CST.

What Are The AGWS Email Addresses Needed For The Claims Process?

ABOUT AGWS

Headquartered just outside of Chicago, Illinois, AGWS is an innovative provider of administration services for Agents and Dealers offering vehicle protection products, limited warranties, and a variety of environmental and aftermarket products across the United States. Since its inception in 1998, the goals of AGWS are to offer superior claim processing, exceptional customer service, and unrivaled profitability options. Products are insured by “A” or “A-” (Excellent) rated carriers. AGWS is part of the American Guardian Group of Companies and enjoys an A+ rating with the Better Business Bureau.

CONTACT US

800.579.2233

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