of the most important but most often overlooked aspects of a successful
product guarantee program is the administration of customer guarantees
Nassau Technologies Inc., as a member of the AGS Group of Companies, has
successfully administered all aspects of this type of program for over
ten years. The foundation of our administrative services is a very comprehensive
proprietary software program developed specifically to manage product
guarantee programs. This program allows us to provide our customers with
the following benefits:
All numbered customer registration forms can be
recorded and tracked as they move from the initial inventory to a distributor,
agent, dealership, Nassau Technologies for processing and ultimately
to the insurance company. This is important for document security and
provides the basis of management reports to monitor sales performance
of agents and dealerships and to detect document submission breakdown
When the customer's vehicle identification
number (VIN) is entered into the software it is automatically verified
for accuracy by an internal algorithm. The software translates the VIN
and automatically records the year, make and model of the vehicle. This
assures consistent and accurate reporting of vehicle information.
Our software was designed to manage multiple
benefit levels, e.g., 3 year $1,000 benefit, 3 year $2,500 benefit,
3 year $3,000 benefit, etc. In the initial tracking stage our software
"brands" the registration document with the applicable benefit
to prevent any possible keypunch error that would register a customer
with the wrong benefit. This benefit integrity is maintained throughout
the claim process including the automatic print out of the check request
reflecting the proper benefit amount. Our software also differentiates
multiple products with multiple benefits on one customer registration
Our software recognizes and differentiates
a transfer of an existing benefit to a second owner and a resale of
a new benefit on the same vehicle. A transfer would only change the
customer information, continuing the existing coverage, requiring no
new premium due. A resale would have new customer information on an
existing vehicle with new benefits resulting in a premium due.
All steps of the claim process are recorded
in the software program. Each step is electronically audited against
the original customer registration to ensure compliance of all conditions
of the guarantee. These electronically audited conditions include but
are not limited to benefit amount, benefit term, reporting time limits,
customer qualification, vehicle qualification, documentation (police
report, proof of insurance payoff, proof of purchase, proof of repurchase,
etc.), completion and claim submission time limits.
Our software can compile and prepare the insurance
bordereaux (both electronically and printed) on demand to meet any reporting
time frames required by the insurance company. The bordereaux can also
be prepared in any format required by the insurance company, i.e., by
policy year, benefit amount, benefit term, by state of customer residence,
etc. Safeguards built into the software prevent duplicate reporting
of registrations to ensure premiums are only paid once.
In addition to the required insurance bordereaux,
a listing of customer registrations by dealer can be provided to serve
as confirmation of receipt of submitted registrations.
our software is the foundation of our administrative services our experienced
staff and time-proven procedures guarantee a professionally managed program
Customer registrations can be mailed directly
to our processing center from the dealer. Our data entry staff promptly
enters all submitted registrations and communicates with the dealer
to resolve any incomplete or incorrect registrations.
Secure storage of customer registration forms
filed by applicable policy year and dealer in our main office/warehouse.
Preparation and submission of the insurance
bordereaux as detailed above to meet all reporting and schedule requirements
of the insurance company.
A by dealer listing of all registrations
processed since the previous report can be provided as described above.
(800) Claims Hotline
A dedicated 800 number is assigned for customer
claims. This 800 number is answered by a live operator 24 hours a day,
7 days a week including holidays. This initial call to the "Recovery
Services Hotline" establishes a non-disputable reporting date and
begins the claims process.
Immediately after receiving the initial call
a claims representative is assigned and contacts the customer to gather
more detailed information about the theft and to give them an overview
of the claims procedures. The following business day a confirmation
letter is mailed acknowledging their claim and detailing their obligations
and procedures for completing the claim. As the required documentation
is received it is date stamped, recorded and reviewed for completion
and accuracy. The required documentation is ultimately defined by the
insurance company but may include the following: proof of insurance,
proof of payoff showing to whom paid, VIN, and reason for loss, police
report with VIN and proof of repurchase if applicable. The representative
works with the customer to resolve any incomplete or inaccurate documentation.
An ineligibility letter is sent at any time during this process if certain
conditions are not met. Once all required documentation is received
a claim package is assembled and submitted to the insurance company
and Primary Insurance Interaction
Immediately after receiving a loss claim we
establish contacts with the law enforcement entity having jurisdiction
of the theft. We confirm that the theft has been reported, the validity
of the claim and that all the pertinent information, such as customer
name, address, VIN, make, model and license plate number, have been
accurately reported on the NCIC computer network. This procedure is
critical to ensure all information is available to law enforcement agencies
nationwide to increase the chances of the vehicle's timely recovery.
Before the final claim package is submitted to the insurance company
for payment, we reconfirm with the police department that the vehicle
has not been recovered. We also contact the customer's primary insurer
to check their claims history and profile to rule out potential fraud.
A final verification with the primary insurer is made to confirm the
subject vehicle has not been recovered and obtain verification of final
summary, Nassau Technologies Inc. has the resources, proven experience
and the desire to professionally manage all administrative aspects of
any product guarantee program.
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