Overview
When you need to use your protection coverage for repairs or service, you'll file a claim with your product provider. Each protection product (extended warranty, GAP insurance, tire & wheel protection, etc.) has its own provider who handles claims directly. Contact the provider, submit your claim details, get approval, and coordinate repairs through their approved network.
How It Works
Claims are managed by the warranty or insurance provider, not through the Ekho portal. You'll contact the provider directly when you need service, provide your policy information and details about the issue, and the provider will review your claim to determine coverage. If approved, they'll direct you to an approved repair facility or reimburse you for covered repairs.
File a Claim
Contact the Provider
When you need to use your coverage, contact the product provider directly using the phone number or website on your coverage certificate.
You'll need: policy number, coverage certificate, vehicle information (VIN, make, model), description of the issue or damage, and date the issue occurred.Submit Your Claim
Follow the provider's claim process: call the claims hotline or submit online, provide policy and vehicle details, describe the issue in detail, answer questions about the incident, upload photos if requested, and provide location information.Get Approval
The provider checks that: policy is active and current, issue falls within coverage terms, no exclusions apply, claim is within policy limits, and incident is covered by your specific product.
Approval timeline: simple claims same day to 1-2 business days; complex claims 2-5 business days.Get Repairs
Service options include: provider network (approved repair facility), your choice of shop (provider reimburses if allowed by policy), mobile service (some products), or remote coordination for specialized issues.
If your product has a deductible, pay it at time of service. The provider covers the remaining cost per policy terms.
Track Your Claim
Keep Records: Save all claim documentation, receipts for deductibles paid, claim numbers and reference codes, dates and outcomes, copies of repair invoices, and copies of all communications with provider.
Follow Up: Check claim status if you don't hear back within the expected timeline, respond promptly to provider requests, keep your contact information current, and save confirmation emails and status updates.
Transfer Coverage
If you sell your vehicle, some protection products can be transferred to the new owner.
Extended warranties are typically transferable
GAP insurance usually expires when you pay off or sell the vehicle
Other products may or may not be transferable (check policy terms)
Transfer Process: Contact the provider when selling, provide the new owner's information, pay any transfer fee (typically under $100), and the provider sends the new owner updated documentation. Transfer increases resale value of your vehicle.
Troubleshooting & FAQ
Who do I contact for claims?
Who do I contact for claims?
Contact the protection product provider directly, not Ekho. Your coverage certificate and policy documents include the provider name, claims hotline phone number, and website for online claim submission. Each product may have a different provider.
How do I find my policy number?
How do I find my policy number?
Your policy number is on your coverage certificate (emailed after purchase), physical coverage cards (mailed 1-2 weeks after delivery), your order documents, or purchase contract/invoice. If you can't find it, contact Ekho support with your order number.
What if my claim is denied?
What if my claim is denied?
Review the denial explanation. Common reasons: issue not covered, policy exclusion applies, claim exceeds limits, policy not current, or pre-existing condition. You can appeal by providing additional documentation, filing a formal appeal, or contacting the provider's customer service. Contact Ekho support if you need help understanding your coverage.
Can I use any repair shop?
Can I use any repair shop?
It depends on your product terms. Most extended warranties require approved or authorized repair facilities; the provider has a network of dealers and service centers. Some products allow any licensed repair shop. Always contact your provider before getting repairs and confirm the shop is approved.
What if there's no approved shop near me?
What if there's no approved shop near me?
Contact your provider and explain your location. The provider will find the nearest servicer, potentially approve a non-network facility and reimburse you, coordinate mobile service if available, or work with you to find a practical solution. Get written approval before proceeding with non-network repairs.
How long does claim approval take?
How long does claim approval take?
Simple claims (tire, key replacement): same day to 1-2 business days. Standard claims (warranty repairs, windshield): 2-3 business days. Complex claims (major mechanical, total loss): 3-5 business days.
Do I pay anything for covered repairs?
Do I pay anything for covered repairs?
If your product has a deductible (e.g., $100 per visit), you pay that amount; the provider covers the remaining cost. Products with $0 deductible have no out-of-pocket cost for covered repairs. You pay for items outside coverage terms or above policy limits.
Can I submit multiple claims?
Can I submit multiple claims?
Yes, up to your policy limits. Some products have per-claim maximums, annual limits (e.g., up to 4 tire replacements per year), or lifetime policy limits. Extended warranties typically have no claim limits within coverage terms. Keep records of all claims submitted.