Who does not remember the best-seller from Robert Fulghum in the late ’80s, All I Really Need to Know I Learned in Kindergarten? We use storage facilities to house our toy haulers, RVs and whatnot. Back in the day, the author used such locations as an office for writing. Equipped with little more than a box of cigars, bottle of spirits and a lawn chair, he knew how to slow life down and get back to basics. Customer education is more critical than ever for those of us providing services to RV owners — and it’s for this reason that we reflect on the premise of Fulghum’s 1989 bestseller, tweaking it a bit for quick insights into how the service contract industry is trying to protect customer’s investments.

Do Your Homework
With new-unit dealer inventories still off pre-pandemic levels, sales of used RVs continue to rise — forcing customers to purchase vehicles with no remaining original factory warranty (OFW). This is where protecting your investment comes in. Look for nationally recognized providers that are accepted in the United States and our northern neighbors, Canada.

When you purchase the unit, request a copy of the service contract — not just a brochure — immediately. Often, dealers will have them on hand or digitally, which they can send to your email for safekeeping. It takes about 30 days to process your registration with providers. If you do not get the registration and contract via mail or email, contact the dealer or warranty provider immediately. All too often claims are denied because the dealership provided a brochure saying, “you have bumper-to-bumper coverage, no worries, call this 800 number” — then after your first trip, you discover that is not how your contract works at all. In all cases, read the contract — especially the exclusions and claims process sections.

For consistency, nationally recognized providers must follow specific protocols. Most have a preauthorization process whereby if you do not contact the service contract provider before the work is commenced, they are within their right to deny the claim. Always keep a copy of the contract and your registration page with you — and refer to it before you submit a claim.

Give Me Choices
Most VSC providers should have plans to fit any budget and will have optional choices for specific things like tire-and-wheel coverage, or an exclusionary vs. a basic plan. Let’s talk here about no-cost benefit choices, such as paying for lodging or food spoilage. You may have that coverage in your home insurance rider, so make sure you do not purchase an extended warranty where you pay again for those benefits. Look for companies that offer:

• Higher dollar allowances: up to $150 for food spoilage; $500 for roadside assistance; $125 for emergency service calls; and substitute transportation totaling $500.
• Emergency roadside assistance and towing: to include “buy ups” for enhanced service calls (a reimbursement up to $250). Check the coverage of a semi tow since most longer rigs will need it.
• Winterization services for seasonal customers up to $125 annually.
• Deductible reduction. This is the ability to go to the dealership where you purchased the unit and receive 50% deductible reduction. If you are a senior or military veteran, look for discounts on deductibles, too. The industry standard for top-level plans (exclusionary or timeless plans) should be no more than $200. Remember you want to get as many components in one claim as possible to avoid the deductible charge.
• Pet Benefit: in the event of an authorized breakdown, you might need to transport or board your domestic animal. This benefit reimburses the contract holder for such expenses, providing around $300 per occurrence.

Play Nice
If you have a service contract with a well-known and reputable company, repair shops know the preauthorization process; claims adjusters will negotiate rates on your behalf and pay immediately.

Contract companies should be looking out for their bottom line and yours! Last month, our most expensive single claim was more than $21,000. It is a myth that service contract companies do not pay big-dollar claims — if we didn’t, we would all not be in business nor have the financial backing necessary to operate in your state.

The other point about playing nice is customer service. In our business, it is the responsibility of the claims adjuster to be fair to all parties — with the contract holder at the top of the list. Workforce shortages and supply chain demands have increased some of our customers’ boiling points when calls are not returned promptly or parts are not accessible for whatever reason. Know that claims adjusters are doing the best they can. Breakdowns are stressful. We get it. Being a claims adjuster in some ways is like being a crisis-hotline worker. We are trained in de-escalating situations. We want nothing more than give you good news. Remember: Always call prior to someone working on the vehicle, even to diagnosis the issue. In the event of a claims dispute, extended warranty providers always have a review process or way to take it to the next level to ensure no mistakes were made in the adjusting of your claim.

Our industry will do everything in its power to mitigate risk. We do our homework, by asking for pictures and details to assess actual causes of failure. Help us help you. Take photos, document. What happened and keep maintenance records. In the words of Robert Fulghum, “It doesn’t matter what you say you believe, it only matters what you do.” Choosing a service contract company with BBB high marks (which shows they are active at resolving concerns as they arise) and backed by an AM Rated insurance provider is an illustration of action based on good business practices.

Enjoy the rest of the summer! Eat some cookies with milk, take a nap — and know we have your back.

United States Warranty Corporation, Cleveland Ohio, specializes in the design and administration of vehicle service contracts since 1975. USWC offers an expansive range of coverage on towable, hybrid and Class A, B and C motorhomes. We also cover motorcycles (new & used), scooters, ATVs/UTVs, personal watercraft and boats. Your dealer, being accepted to represent USWC, solidifies first-class sales and service, providing the consumer advantage.