1. Claim Submission Process
Who is supposed to open a claim, me or the repair shop?
Both parties can open a claim. If you notice an issue, you should submit a claim as soon as possible. If you already have a repair shop, they can handle it for you. Do not wait—submit the claim as soon as you notice the problem. Speedy requests mean speedy resolutions!
How do I open a claim?
You can open a claim directly from the customer portal. We also allow claims to be opened from our website by clicking the 'File a New Claim' button. Alternatively, you can contact us via phone at +1 888-503-7745, and we can help you open it.
What information is needed from me?
To submit a claim, we need your boat information and an explanation of the failure. Pictures and any relevant documents (such as maintenance records) are optional. Additionally, please provide the details of your repair shop if you have one lined up.
What documents are required to submit a claim?
No documents are mandatory, but we recommend the following optional documents: pictures, maintenance records (if applicable), inspection documents from the time of purchase (if you have them). Providing these documents can help expedite the processing of your claim.
What happens after I submit my claim?
After you submit your claim, we will contact your repair shop and work directly with them. No repairs will be performed without your authorization, so you don't need to worry about that. We will keep you updated every step of the way via email, and you can check the progress anytime through your portal. If we need more information from you, we will reach out.
I want to open a claim for work that has already been performed. What should I do?
We do not support any unauthorized work. You can get reimbursement for your fix only if it was an emergency.
What does unauthorized work mean?
Unauthorized work refers to any repairs or services performed on your boat without prior approval from us. Once you submit a claim, we will review the quote provided by your selected repair shop. Only after we have reviewed and authorized the quote can the work be performed. This process ensures that the repairs are covered under your service agreement and prevents any unexpected expenses. So, always wait for our authorization before proceeding with any repairs!
2. Coverage Details
What is covered under my Service Agreement?
Coverage depends on your policy. Please refer to your Terms and Conditions you received in your email during the purchase of this protection plan.
What exclusions are there in my coverage?
Exclusions depend on your policy. Refer to your T&Cs for specifics. Generally, maintenance, pre-existing conditions, and certain types of damage are not covered. Specific exclusions include: abuse or misuse, improper installation, neglect or lack of maintenance, damage from natural disasters, consumable parts (like light bulbs and batteries), towing and lifting services
Are you covering maintenance?
Routine maintenance is not covered under our Service Agreement.
What is my limit of liability?
Usually, the limit of liability is the same as the price of the boat at the time of sale. Check your specific coverage to confirm.
How many Service Requests am I allowed to submit under my agreement?
There is no limit; you can submit as many Service Requests as you need.
What are considered pre-existing conditions in the Service Agreement terms?
Pre-existing conditions are issues that existed before the start date of your coverage. These are not covered under the Service Agreement.
How do I make sure something in its past/history prior to my owning it will not cause an issue with a future claim?
The best advice is to get an inspection at the time of purchase. Otherwise, once you submit your claim, we will work with a technician to investigate when the breakdown happened.
3. Claim Status and Tracking
What is the status of my claim?
To know the status of your claim, log in to the portal and see the progress there. It is updated in real-time.
Why was my claim denied?
If your claim is denied, we will always send a PDF document explaining why it was denied.
What if I filed my claim when I had coverage, but now I don't, and haven't finished my repairs?
If you filed your claim when you had coverage, we still cover it even if your coverage has since expired.
4. Service Appointment Scheduling
Where can I find a boat repair shop?
You are allowed to choose your own repair shop. Refer to an article in our help center to learn general tips on how to find a boat repair shop.
When am I supposed to give your information regarding my repair shop?
Provide your repair shop information at the time of opening a Service Request or as soon as you have it. This allows us to start working with them promptly.
5. Payment and Reimbursements
How does the payment happen?
You pay your part to the service repair shop. Once you cover your portion, we will pay our part based on the authorized items agreed upon earlier in the process.
What information should be on my repair order?
We accept repair orders from shops that include:
Customer Information: Name, address, phone number, email.
Boat Information: Make, model, year, hull identification number (HIN), registration number.
Service Provider Information: Name, address, phone number, service provider ID.
Contract Number: Unique identifier for the service contract.
Repair Order Details: Unique repair order number, date of the order, initial inspection findings, recommended repairs.
Cost Estimates: Parts cost, labor cost, total estimated cost.
What is a deductible?
A deductible is the amount you are required to pay out of pocket before your service agreement covers the rest of the repair costs.
6. Policy Renewal, Cancellation and Transfer
How do I cancel my service agreement?
To cancel your service agreement, contact our Customer Care team.
Is it possible to extend my service coverage period?
You can buy a new protection plan. Just make sure you are still eligible (for example, your boat is still under 15 years old). Customer Care team can help you with that.
7. Emergency Issues
What should I do in an emergency situation with my boat?
In an emergency situation, prioritize your safety first. Contact emergency services if needed and then inform us as soon as possible.
Is emergency repair covered under my Service Agreement?
Yes, emergency repairs are covered under your Service Agreement. Your safety is our biggest priority.
8. Customer Support and Contact Information
I forgot my login information, what can I do?
If you forgot your login information, follow the "Forgot Password" link on the login page or contact our customer support team for assistance.
How do I speak to an agent?
To speak to an agent, give us a call at +1 888-503-7745 or send an email
What are your customer service operating hours?
Our customer service operating hours are from 9 AM to 5 PM EST and closed on weekends and holidays.
How can I verify that my information was entered correctly?
To verify that your information was entered correctly, log into your account and review your profile details. If you need any assistance, contact our customer support team.