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 service agreement so that they can contact the Claims Department at American Guardian Warranty Services, Inc.
  • 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 American Guardian Warranty Services, Inc. prior to completing repairs.

Click Here to reference Claims Instructions by contract type:

Vehicle Service Contract
GAP
Appearance Protection
Tire & Wheel
Key Replacement

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

  • You are able to choose the repair facility of your choice.
  • The repair facility must be both a licensed business and be able to confirm their appropriate business insurance.
  • We pay the repair facility directly for authorized repairs via corporate credit card.
  • All repairs must be approved in advance by AGWS for any repairs to be covered under your contract.
  • Provide the repair facility with your service agreement so that they can contact the Claims Department at American Guardian Warranty Services, Inc.
  • Authorize the repair facility to diagnose the problem with the vehicle.
  • The repair facility must obtain repair authorization from American Guardian Warranty Services, Inc. prior to completing repairs.
  • Any repairs not authorized by AGWS, (claims without prior authorization) are not guaranteed reimbursement.

How Do I Find The Current Status Of My Claims?

  • 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?

  • As you are aware, authorization is required in advance by American Guardian Warranty Services, Inc. for all repairs.
  • Unauthorized repairs are not guaranteed reimbursement and AGWS is willing to evaluate one (1) unauthorized claim for consideration. Future unauthorized claims will be denied.
  • Please submit a letter explaining why you failed to have your repair facility call us 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.
  • We will decline submissions where 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. Please email these 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.

How Do I Find Out the Status Of My Claim Payment?

  • You should contact the repair facility where you took your vehicle to be repaired.
  • If you require additional assistance, you can email payments@agws.com and our Payment Processing Department will be able to help.

Why Was This Claim Or Item Denied?

  • There are several, possible reasons that a claim or item on a repair may not be covered;
    • If the vehicle was outside of the expiration by time or miles.
    • Component or item is either excluded from coverage or is not named in your contracts Terms and Conditions.
    • Please refer to your contract for specific coverage information.

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

  • Your coverage level is indicated on the front page of your contract.
  • There will be a box checked indicating which coverage level you have purchased. (If no box is checked, please look at the bottom of the first page for any default coverage).
  • On a subsequent page in the Terms and Conditions, components are covered by either being specifically named – or – not excluded from coverage (Platinum).
  • Please be aware that repairs are not covered until 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 the service agreement from a Dealership with a repair facility, we recommend returning to that facility, if possible.
  • Otherwise, you may select a repair facility of your choice.
  • AGWS has National Fleet Accounts with Firestone, Pep Boys, AAMCO, Interstate Transmissions, MultiState, and Mr. Transmission.
  • Our Customer Service Department is available Monday – Friday from 8 a.m. – 6 p.m. CST to assist you in locating a repair facility and can be reached at 800.579.2233.

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

  • It is recommended that requests for payment must be received by American Guardian Warranty Services, Inc. no later than 3 p.m. CST to be considered for payment by 6 p.m. CST. 
  • If the claim has been properly documented, and approved for payment, then payment could be sent to the repair facility by 6 p.m. CST. 
  • Otherwise, approved payments would be processed the next business day.
  • Payment time is not guaranteed.

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

  • American Guardian Warranty Services, Inc. does not sell directly to consumers.
  • We recommend that you go back to your selling Dealer.

How Do I Cancel My Contract?

  • To cancel your contract, please contact the Dealership where you purchased your agreement.
  • The Dealership is responsible for processing your cancellation and issuing any refund, if eligible for one.
  • Any payments on eligible refunds will be paid to either the Dealer or the Lienholder.
  • If the Dealership is no longer in business, please contact our Customer Service Department at 800.579.2233 Monday – Friday from 8 a.m. – 6 p.m. CST.

What is The Status of My Cancellation?

  • Please contact your selling Dealer to get a status.
  • The Dealership is responsible for processing your cancellation and issuing any refund, if eligible for one.
  • Any payments on eligible refunds will be paid to either the Dealer or the Lienholder.

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

  • If you are the original owner of the contract, 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 American Guardian Warranty Services, Inc.:
    • Copy of your original contract.
    • Copies of ALL original vehicle maintenance receipts must be provided for the full period of time that you owned the vehicle under your service 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 you will need to 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; Some additional information will be needed from you in order to retrieve a copy of your contract.
  • 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.
  • Be sure to include:
    • The VIN for the covered vehicle.
    • The 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?

  • Your contract may include Roadside Assistance benefits.
  • Please consult your service agreement for the Roadside / Motor Club Provider’s Toll-Free Number.
  • This can be found in the Terms and Conditions pages of your agreement.
  • You may also be asked for the Coverage Code once you have made contact with the provider.

When Does My Contract Expire - In Time Or Miles?

  • Your contract expires in time, or expiration mileage, whichever comes first.

How Can I Renew My Contract?

  • American Guardian Warranty Services, Inc. does not sell directly to consumers.
  • We recommend that you go back to your selling Dealer.

How Do I Change The 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.
    • Previous address on contract.
    • New address for the change.

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?

  • You can submit a request to change the VIN on the contract by emailing our Data Processing Department at dataprocessing@agws.com.
  • The Data Processing Department will review your request and reach back out with any additional questions, to provide updated cost if applicable and arrange for payment if different.
  • Please include the following information:
    • Agreement number.
    • A copy of the original purchaser’s order showing the correct VIN.

How Do I Correct The Starting Mileage On A Contract?

  • You can submit a request to change the mileage on the contract by emailing our Data Processing
    Department at dataprocessing@agws.com.
  • The Data Processing Department will review your request and reach back out with any additional questions, to provide updated cost if applicable and arrange for payment if different.
  • Please include the following information:
    • Agreement number.
    • A copy of the original purchaser’s order showing the correct mileage.

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.
  • The Data Processing will review your request and reach back out with any additional questions, to provide updated cost if applicable and arrange for payment if different.
  • 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.

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?

Our 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?

What Is The Fax Number For AGWS?

American Guardian is attempting to move away from using fax.

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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