(FAQ) Frequently Asked Questions

The Hub 33

• 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?

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Online Claims 22

• 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

Claims 66

• 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?

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Claims Payments 18

• 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 26

• 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"?

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Contract Cancellations 34

• 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?

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Contract Amendments 17

• 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?

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Contract Transfers 12

• 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?

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No Interest Deferred Payment Plan (NIDPP) 66

• 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?

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Product Knowledge 20

• 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?

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Product Knowledge (Loan Protection) 88

• 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?

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Product Knowledge (Certified Pre-Owned) 23

• 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

Performance Monitoring 11

• 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?

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Accounting 7

• 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

FSM Leaderboard 1

• How do I access the FSM leaderboard?