(FAQ) Frequently Asked Questions
How can we help you today?
Enter your search term here...
New support ticket
Check ticket status
Dealership knowledge base
Where can I find brochures, highlight sheets and forms?
How do I get HUB access as a Financial Service Manager?
How do I get access to submit claims and invoices online?
How do I add a lienholder in HUB?
Where can I view all contracts sold at my dealership?
See all 33 articles
What type of claims can be submitted online?
What documents need to be uploaded to a claim?
How do I submit a PPM claim via the mobile app?
Why don't I see a "view claims" button?
Why is the "submit " button not available when submitting a claim?
See all 22 articles
To make a claim under Anti-Theft Protection, the customer must file a theft report with their insurance provider within how many days of the theft?
With who must a customer file a theft report with to make a claim under their Anti-Theft Protection?
To qualify for the trip interruption benefit, within how many kilometeres must the client be away from their primary residence?
Is the cost of fuel covered with the fuel delivery within the 24-Hour Roadside Assistance benefit?
Exclusions on MBP fall under which categories?
See all 67 articles
How can I request for payment online?
What is required to receive payment on a claim within two business days?
How is payment provided?
How do I set up a WEX contact to receive payment on a claim invoice?
Can I have more than one contact email for WEX?
See all 18 articles
Quick Quote Guidance
Why isn't a product populating in Quick Quote?
How do I waive taxes for customers who are of Native status?
Why can't I select LGM as a lienholder ?
Can I honor old rates after a product's pricing has increased?
What does it mean when I see the error message "A valid license is required"?
See all 26 articles
How long does it take to receive a refund cheque?
Can Anti-Theft contracts be cancelled outside 30 days?
When can I submit a loyalty cancellation on behalf of a customer?
Does a loyalty cancellation quote only apply if the new product is being sold to the exact same client?
Do I have to sell the same product for a loyalty cancellation?
See all 34 articles
How do I know if my amendment request has been approved?
Why has my amendment been rejected?
How do I amend a contract holder's name?
Can I add a secondary contract holder to a policy?
How do I correct a VIN on a contract?
See all 17 articles
Can an Anti-Theft protection be transferred?
How much is a transfer administration fee?
How do I transfer a policy?
Where can I find a transfer request form?
What products are ineligible for a Transfer request?
See all 12 articles
No Interest Deferred Payment Plan (NIDPP)
What is the percentage of interest charged when customers are taking advantage of the NIDPP?
Can I change payment frequency of an NIDPP contract?
How do I change a customer's withdrawal date on their NIDPP coverage?
Why are payments still being withdrawn from a customer's account after a policy has expired?
Will I be invoiced a chargeback if the customer's refund on their NIDPP policy is being sent to the dealership?
See all 66 articles
On what MBP plans can we offer a $0 deductible?
What is the additional fee to add Electric and Hybrid coverage to a plan?
What is the vehicle eligibility requirement for a customer who would like to purchase MBP Essential for a used vehicle?
What is the purpose of the Anti-Theft Protection in-store discount?
How much of a mark-up is offered for certain sublet services and repairs to assist in covering expenses incurred by the repair facility?
See all 20 articles
Product Knowledge (Loan Protection)
Can the in-store credit be transferred to someone else?
What documents must we provide to a client when selling an Insurance product in Quebec?
What is the maximum benefit per month for Disability coverage on the Essential Plan?
In what instances would the waiting period be waived for a Disability claim?
How many hours must the customer work per week before making a Disability claim?
See all 88 articles
Product Knowledge (Certified Pre-Owned)
What features are included in the Certified Pre-Owned (CPO) program?
What three points should always be included when creating an ad for CPO vehicles?
Does the CARFAX® report need to be available when selecting inventory?
How do I know if a vehicle is eligible to be certified?
How do I sell a CPO warranty?
See all 23 articles
What is performance monitoring?
What dollar amount do I input in the “TAG” box in the performance monitoring tool?
How come there is a deal missing in my performance monitoring report?
How can I generate my performance monitoring report?
Can I amend taxes in the performance monitoring tool?
See all 11 articles
Can I change payment method for paying my invoices?
Why do chargeback invoices default to my colleague's login name?
Where can I find my profit?
How do I calculate my dealer cost?
Why did I receive an EFT deposit?
See all 7 articles
How do I access the FSM leaderboard?