Frequently Asked Questions

Over 25 Years of Excellence

Frequently Asked Questions

You will find answers to many of your questions about our services right here in the Frequently Asked Questions (FAQ) section. Please find the sections or topics to the left or below – click to open any section for further information.

If you require more assistance, or couldn’t find what you are looking for, please feel free to contact us.

 

Customer FAQs

Questions about Purchasing a Penn Warranty Contract

How long has Penn Warranty been in business?

With over 25 years of experience, The Penn Warranty Corporation is one of the oldest and most respected providers of service contracts in the country.

What are your hours of operation, phone numbers,
mailing address and email addresses?

For all Penn Warranty contact information, go to our contact page.

Where can I purchase a Penn Warranty Service Contract?

If you are interested in purchasing a service contract,
please call Customer Service at 1 (800) 356-9441.

Questions about My Contract

I just purchased one of your service contracts.
How and when will I know if my contract has been accepted?

If you do not receive acceptance notification within 7 days of purchasing your contract, please call Customer Service at 1 (800) 356-9441.

How much coverage is afforded under my service contract?

All of our service contracts cover you for up to the retail price of your vehicle.

I lost my contract, ID card or ID number. What should I do?

Call Customer Service at 1 (800) 356-9441 and a representative will be happy to assist you.

How long after my vehicle purchase date can
I purchase an extended warranty contract?

During the 30 days after the purchase date of your vehicle, you may purchase Penn Warranty extended coverage. After 30 days, and until 90 days after the purchase date, an inspection is required before coverage can be granted.

How can I change information on my service contract?

Please call Customer Service at 1 (800) 356-9441.

How do I renew my contract?

Please call Customer Service at 1 (800) 356-9441.

Will my coverage be different after renewal?

No.

What is a “per occurrence charge”?

It is your deductible, which is $100.

What components are covered?

To see the coverage for our different contracts, go to the customer section of our website.

Do I need to cancel my contract in writing?

Yes, please call Customer Service at 1 (800) 356-9441.

My contract has expired. Can I get a new one?

There is no provision for reinstating a lapsed contract.

Is my contract transferable to a different owner or vehicle?

The balance of your contract may be transferred to a different owner or vehicle. However, the transfer must be done at the time of sale. If the contract is not transferred at the time of sale the contract becomes void. There is a $100 fee to transfer the remainder of a contract to the new vehicle owner or new vehicle.

Questions about My Claim

Where can I have my vehicle repaired?

You may have your vehicle repaired at the nearest qualified repair center. You are responsible to make sure that the repair center calls us at 1 (800) 356-9441 during normal business hours, 9AM to 5PM Eastern Time, Monday through Friday to open a claim prior to repairing your vehicle.

What is a “qualified” repair center?

Penn Warranty has no requirement that you take your vehicle to any specific repair shop. The determination of whether or not a repair shop is “qualified” is ultimately the vehicle owner’s responsibility. That determination must be made on a number of factors, including the type of vehicle you own and the type of repair that is needed.

You may take your vehicle anywhere that you feel is competent to do the repair needed. As a matter of policy, we consider any repair shop you chose “qualified”, unless they prove otherwise.

What is the claims procedure?

Go to the customer section of our website for more information

I’ve been given an authorization number for a repair. How long will it be valid?

Authorization numbers are valid for 180 days. Please submit your paperwork promptly.

How long does reimbursement take?

Reimbursement checks are processed normally within 48 hours after we receive the required and completed paperwork.

What types of parts do you use for repairs?

Depending on availability and cost, new, remanufactured, aftermarket, or, in some instances, used components may be authorized for your repair.

What is your car rental policy?

All our contracts, except the Elite Contract will pay for the cost of a rental car up to $25 for every 8 hours of flat-rate time we authorize to repair or replace covered components. And, we will provide that rental car coverage up to maximum of $250. Our Elite Contract provides additional coverage.

What is a “flat rate time”?

Flat rate time is a published amount of time to accomplish a specific repair.

Do you charge more than one per occurrence charge
if I have more than one repair done at the same time?

No. You will only be charged one per occurrence (deductible) charge per visit to a repair center.

Do you pay the shop directly?

We will pay the authorized amount of your repair directly to the repair facility, if you choose that payment option. Payment can otherwise be made to you.

What if I have an emergency repair done while you are closed?

You may submit a copy of the invoice and a letter of explanation to our Customer Service Department for payment consideration.

How do I submit an invoice for payment?

You may submit an invoice for payment via fax, email, or by United States mail. Please go to our contact page for contact information.

Your invoice should include the following:

  1. The repair facility business name, address, and phone number.
  2. The contract holder’s name and address.
  3. Vehicle information: Year, make, model, VIN and mileage at the time of repair.
  4. A breakdown of the parts and labor needed to repair the vehicle.
  5. The Authorization number that was issued for the repair.

Once an acceptable invoice is accepted, a check will be issued for the amount that was authorized for the repair of your vehicle.

Can I contact you via email if I have questions or other concerns?

Yes. Go to our contact page for more information.

 

Dealer FAQs

Questions about Submitting a Contract

How do I know that you received a faxed contract?

Dealer Services calls your dealership to confirm the receipt of all faxed contracts. We will make three attempts to contact the dealership.

Can I fax in a contract and pay with my credit card?

Yes. For a one-time credit card payment, please include the credit card information in your fax. You may request the fax authorization sheet from Dealer Services, if you want future contracts to be charged to your credit card.

Can I fax a contract with a check?

Yes. You may fax the contract along with a copy of your completed check.

Questions about What our Contracts Cover

Do you cover worn parts as well as covered items that are broken?

Yes, we are one of the few service contract providers that covers wear. If a covered component is worn beyond a manufacturer’s service limits, it is covered under all of our contracts. This includes such items as rings and valve guides.

Do covered items have to be “internally lubricated”
to be covered under your contracts.

No. Unlike our competitors, covered components do not have to be internally lubricated.

Do you offer emergency road service?

Yes, the majority of our Contracts include emergency road service at no additional charge.

Do you cover R 134 refrigerant, fluids, and diagnostic time?

Our Elite contract has provisions to cover R134 refrigerant, fluids, and diagnostic time. Please refer to that contract for details.

What labor rates do you cover?

Our labor rates vary from $60.00/hour to $100/hour depending on the contract. The labor rate per hour for any given contract is listed on the contract.

Questions about Eligible Vehicles and Prices

What are the eligibility requirements for a service contract?

Click here for full eligibility list for Penn Warranty Contracts.

Click here for full eligibility list for SCM Contracts.

Do contract prices vary by vehicle class, mileage or age?

No.

What is your refund policy?

We will make a prorated refund to the lien holder if the vehicle is stolen or totaled. Other refunds are determined by the state disclosures listed on the back of our contracts.

Questions about Dealers Services and Support

I am a Penn Warranty dealership. How can I contact my sales representative?

By calling Penn Warranty at 1 (800) 356-9441 or Secured Capital Management at 1 (800) 292-2750, or click here to send an email.