SilverRock Training Flashcards

Published 11/3/2026

DTLW Coverage

Term is 30 days or 1,500 miles. Most mechanical failures have the potential for coverage.

DTLW Deductibles

$0 deductible for INRF and $350 deductible for ONRF on the CC. *Verify for any State-Specific Deductibles that can be applied.

DTVSC Coverage

Overall, the internally lubricated components of the engine, transmission, and drive axles are covered for 5 years or 50,000 miles. Additionally, within the first 3 years or 36,000 miles, extra coverage is provided for the internally lubricated components of the cooling system, steering, and A/C/Heating.

DT VSC Deductibles

If the vehicle was purchased Prior to 2/4/25, customer would have 100 dedt for INRF and 200 dedt for ONRF. If the vehicle was purchased On or After 2/4/25, customer would have a 100 dedt for INRF and 350 dedt for ONRF.

DT GPS (Theft Protection) allows……

Vehicle Tracking, Battery Health, Setup Alerts, and Lost or stolen assistance up to $5,000.

DriveTime Rental Reimbursement

Reimbursement benefits up to $300 max with a daily rate of $30 on an approved claim.

DriveTime Towing

Customers can receive towing reimbursement of up to $75 for each approved breakdown.

DT self-serve Website

silverrockhelp.com

CV LW Coverage

Term is 100 days/4,189 miles. Most mechanical failures have the potential for coverage. During the first 30 days/1,000 miles (Internal information ONLY) SR will review maintenance items for coverage. They will be NCC outside of that timeframe.

CVLW Deductibles

$100 deductible for INRF and $350 deductible for ONRF on the CC. If a claim is filed within 0-14 days, there is a $0 deductible for INRF and the standard deductible for ONRF on the CC. Verify for any State-Specific Deductibles that can be applied.

CV LW Rental

Reimbursement benefit of $600 max with a daily rate approval of $60 on an approved claim.

When do you refer the customer to the CV App?

Only if they are within the first 0-7 days and reference a cosmetic concern.

Cosmetic Process

All ASR/PSD submissions are reviewed by Carvana. SilverRock will administer the repair process once an approval has been received. Using their Carvana app, customers can click on their name to access the drop-down menu and then select MyCars. It will give them directions on how to submit. If the customer is within their 7-day period and there is no MyCars option, the customer must reach out to the seller for troubleshooting. Customers with any questions regarding a submitted concern must reach out to Carvana.

Cracked windshield

Cracked or chipped windshields are NCCs. Silverrock will offer assistance if there is an ASR ticket on file.

What is the Body Claim Process? (We have an exception on file already)

Customers must visit an in-network body shop for an estimate. The estimate must be submitted to SRBodyClaims @ silverrockinc.com before the 60-day approval deadline (see ASR/PSD notation for the expiration date). The Body Team reviews submitted estimates within 48-72 business hours. The customer may keep their vehicle until the estimate is reviewed and authorized (body/cosmetic concerns only). Once the authorization email is sent to the body shop, the body shop should contact the customer to schedule repairs. Estimates submitted by out-of-network repair facilities will be denied unless an approved waiver is on file. Direct customers to the Secondary Referral Team to locate an in-network body shop or discuss out-of-network repair needs. If no waiver is on file, review the situation with leadership. Waivers are only valid when approved by: -Secondary Referral Team -Body Team -Senior Manager or higher leadership.

0-14 days

Any Carvana claim filed with a loss date within 0-14 days of sale, at INRF, will have a $0 deductible. A waiver must be inserted into the contract and must include the date of day 14. Set claim alert for "new claim - 30 days". Does not apply to ONRF deductibles. If a waiver was provided in the first 14 days and no claim is called in by the 14th day, the standard deductible will apply.

What is NOT covered under CV Exclusionary VSC ?

Maintenance items, batteries, aftermarket accessories, physical damage, tires, and cosmetic items are all not covered. Everything else has potential for coverage.

What is the coverage for CV Inclusionary VSC?

Certain items found under the Engine, Transmission, Transfer case, Drive Axle, Cooling, Brakes, Steering, Suspension, Fuel & Emission, Climate control, Electrical, and EV/Hybrid.

CV Inclusionary/Exclusionary VSC and VSC Sub Deductible

For veh purchased Before 6/20/22, the deductible is $0 for INRF and $50 for ONRF. For veh purchased Between 6/21/22-8/18/24, the deductible is $0 for INRF and $200 for ONRF. For veh purchased On or After 8/19/24, the deductible is $100 INRF and $350 ONRF. * If they purchased their veh On or After 6/03/26, they have additional options for their deductible; $250 INRF and $500 ONRF or a $500 INRF and $750 ONRF.

CV Inclusionary/Exclusionary VSC and VSC Sub Rental

Vehicles purchased Before 8/19/2024 will have a reimbursement benefit of $300 max with a daily rate approval of $30 on an approved claim. Vehicles purchased On or After 8/19/2024 will have a reimbursement benefit of $450 max with a daily rate approval of $45 on an approved claim.

CV Powertrain Coverage

Internally lubricated components for the Engine, transmission, drive axle, and transfer case.

CV Service Contract Subscriptions

Terms are for 3 years no mileage. Coverage-Maintance items, batteries, aftermarket accessories, physical damage, tires, or cosmetic items are all NCC. Everything else has POTENTIAL for coverage.

CV Dealer Customers

Customers who purchase a new vehicle from the CV Dealership will be offered the option of the VSC product, RH/PPM product administered by SilverRock.

CV Premier Package

CV Road Hazard Bundle: CV Road Hazard Contract CV Prepaid Maintenance Contract (Complimentary).

CV Road Hazard Contract

Customers can receive assistance on - tire or wheel replacement/repair - paintless dent repair. For any in-depth/research questions and laterals, manned by Level 2 representatives.

CV Prepaid Maintenance Contract

Customers receive 3 oil changes/tire rotations, a multi-point inspection, lubrication of suspension, steering linkage, and ball joints.

CV Premier Package Deductible

$0 for INRF and ONRF.

CV Roadside Assistance

Customers are to contact their provider (VAS). *If ANY customer pays out of pocket, the customer will follow the normal SilverRock reimbursement process. Do NOT refer to RSA California Specific- All CA Customers are to contact SilverRock for the normal reimbursement process except during LW.

CV self-service Website

yourvehiclecare.com

What is the Claim Process?

1. The customer is to be referred to an INRF. 2. Once at the INRF, the customer is to authorize the rf to perform a 1-hour diag. 3. The rf is to then call in to the SR Claims and provide the diag results. 4a. If the diag provides all information needed and a CC has failed, we will auth the claim. 4b. If additional information is needed to confirm the failure, we may request further diag, an IR, or photos/videos to help verify the concern. 4c. If the diag results that the failed component is a NCC, we will deny the claim and will result in an oppe.

ONRF Requirements

Needs to be a licensed Repair Facility, willing to work with a 3rd party warranty, and accept online/electronic CC Payment via WEX.

What is the 1 hour diagnosis process?

The rf needs to perform a 1-hour diagnosis regarding the concern. Customer is responsible for authorizing the diag under VSC/PT. SR will cover the diagnosis under the LW. Under the VSC/PT contracts, SR will ONLY cover the diagnosis if the issue is a CC. If the issue is a NCC under the VSC/PT then the customer is responsible for the diagnosis.

How long does it take to receive the Inspection Report?

24-48 business hours for inspectors for the inspection report to be received for both Onsight and Virtual inspections. 24 additional hours for the report to be uploaded. *Inspectors do not work on weekends/holidays which may result in delays.

What is the 12/12 warranty?

The repair warranty is valid for minimal 12 months or 12,000 miles after the original repairs. The customer must return to the RF for warranty work with a $0 deductible.

What type of parts can SilverRock provide?

New, remanufactured and used parts as determined by contract admin.

If a customer wants a new part rather than the part SR is providing, what are the following steps?

The customer would be responsible for the difference in order to move forward with the claim.

How long does the customer qualify for RR while waiting for an inspector?

Customers may qualify for RR for up to 2 days. However, if the inspection was requested on a Friday, the customer will automatically qualify for RR through Monday.

What are some temporary transportation options?

Enterprise, Budget, Hertz, Turro, Uber, Lyft, or Public Transportation.

What is the reimb process?

1. Customers will need to visit forms.silverrockhelp.com. 2. Fill out the Reimbursement Request Form, and submit it with the additional required documents. 3. The customer will get an email with approval/denial within 3-5 business days. 3b. If approved check goes out and the customer receives it within 10-14 business days.

Reimbursement Payment

Customers can receive reimbursement via Zelle or check. Requests must be submitted within 90 days of the receipt/payment date (late submissions may be denied). Processing timelines after approval: Check: 7–10 business days; Zelle: 2–3 business days. Required documents: Reimbursement Request Form, Invoice (repair, rental final agreement, and/or tow), Proof of payment.

What self-service options do customers have?

For claim updates, the repair facility is the first point of contact. Providing SilverRock websites. Text options; Provide the number or website. Rental reimb process if applicable.

Where do the customers locate the forms for any reimbursements, product transfer, or cancellations?

The customer would go to their self-serve website and click on the Forms tab. Provide all the names of the forms customers may need to fill out.

Cancellation Process

*Make sure to ask probing questions as to why they want to cancel and inform the customer of the benefits they are cancelling. Customer goes to forms.silverrockhelp.com, download cancellation form needed, once sent in 3-5 business days to review and 4-6 weeks for lienholder to receive refund amount. Provide talks of "Unable to reinstate, Monthly payment won’t be affected, and will be responsible for any future repairs needed".

Have an in-depth question?

For any in-depth questions, please use your Pod chat (WOK while in training) or call into the Q&L queue. If additional support is needed at the 2nd-level, a leader will step in to review the situation and connect with any necessary departments as needed.

What is the Secondary Referral Process?

The Secondary Referral Process is used when an in-network repair facility (INRF) cannot perform the repair. The Outreach Team assists with locating and confirming another in-network repair facility that can address the customer's vehicle concerns. No Claim on File: -Verify that there is no claim or related notes. -Transfer the customer to the SR_DT_GPS queue. -If no one is available after 4 minutes, submit a referral request to RM-SROutbound @ silverrockinc.com. Claim on File: -Review the claim and contract notes. -If a second shop has already been identified, provide that information to the customer. -If the referral is still being reviewed, advise the customer they will receive an update within 1-2 business hours. -If the referral note is more than 4 hours old, transfer the customer to the SR_DT_GPS queue.

What is FMP and LOL

FMP is Fair Market Pricing - The RES TEAM contacts customers when their chosen repair shop is charging significantly more than the typical cost of a repair. They explain the customer's options, help locate alternative repair facilities when needed, and work to keep the repair process moving forward while managing costs. LOL is limits of liability - The RES TEAM contacts customers when their chosen repair cost reaches the max limit SilverRock can assist with. They explain the customer's options and clarify repair cost responsibilities process moving forward.

What specialty vehicles need to go straight to the dealership?

Tesla, Range Rover, Maserati, Jaguar, Alpha Romeo, and Porsche.

Tesla/Rivian

Customer is to visit a Tesla/Rivian repair facility or schedule mobile service. Ask if the shop accepts third-party warranties. If Accepted: the shop will diagnose the veh and call in the claim. If Not Accepted: Cust is to email the estimate to Estimates @ SilverRockInc.com. SilverRock will contact the shop and review options. Agent Follow-Up: Send email with instructions. Remind the customer to submit estimates to the email listed. Advise to check the spam/junk folder if needed.

Front License Plate Bracket Process

Customers who live in a state that requires a front license plate bracket can now receive assistance. Verify they are in a state that requires a front license plate. Please submit a ticket so Support can contact the customer with the next steps.

Window Tint

If the vehicle is equipped with tint that is of an illegal limit per the state. *SilverRock will not cover the cost of re-tinting at the legal limit. 1. To proceed, the agent will direct the customer to an INRF. 1a. If there is no INRF in the area, you may waive the deductible as a one-time courtesy. 2. Advise the customer to have the repair facility call in the concern of tint being over the legal state limit.

When do you refer a customer back to the seller?

Only if a customer references they have concerns on how the vehicle was sold to them.

Who do DT customer speak to when they have questions about their car payments or returning their veh?

Bridgecrest. Direct all finance-related and vehicle return questions to BC.

How does GAP with Insurance work?

Important for First-Time Callers: Please transfer to Ancillary. When the insurance provider determines that a vehicle is a total loss, they will contact Bridgecrest (BC). BC serves as the initial point of contact until the Settlement Review (SR) receives the GAP packet. Please inform the customer: "Do not cancel ancillary products; Ancillary will handle that on their end. The process takes 3-5 business days. They will provide a settlement breakdown and issue the settlement check within 5-7 business days."

How is GAP with NO Insurance processed?

First time Callers, PLEASE transfer to Ancillary.

DL- SR Ancillary Team

Ancillary - Cancellations for the contract, GAP Questions, Uploading Contracts.

DL-SR Claims Payment Chat

Accounts Payable - Processing invoices, checks/payment updates.

DL-SR Support Team

Support - SafeLite Appointments, Towing, Car Key Express Appts, uploading pics from the shop, uploading pics from customers, uploading exceptions.

SR_Questions & Lateral Queue

For any in-depth/research questions and laterals, manned by Level 2 representatives.

SR_General_CustomerServiceSupervisor Queue

Leadership line for escalation calls (SRCS internal use ONLY).

SR_General_Claims Queue

For calls from RF Only. Customers should not be transferred to this queue. Transfer any RF on your line to this queue.

SR_General_Resolutions Queue

If the account is a Resolution's account, and the assigned agent is not available or responding, you would transfer them to this queue (SRCS Internal use ONLY).

SR_General_Ancillary Queue

If the customer needs to initiate the GAP claim you would transfer the customer to this queue.

SR_Spanish_CustomerService Queue

SRCS Internal transfers for Spanish speaking customer IBC and OBC.

SR_General_SpanishClaims Queue

SR Claims Internal transfers for Spanish speaking repair facilities IBC and OBC.