Customer Frequently Asked Questions

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Customer FAQs

  • HOW DO I TRANSFER MY CONTRACT WHEN I SELL MY VEHICLE?
    • If you are the original owner of the contract, depending on contract terms and state law, you may be able to transfer it to the new owner of the vehicle.

    To transfer your contract upon selling your vehicle, you must send the following to the administrator on the contract:
    • Copy of your original contract.
    • Copies of ALL original vehicle maintenance receipts for the full period of time that you owned the vehicle under your contract.
    • Copy of the state-issued vehicle title.
    • Letter stating the date and odometer reading at the time of sale.
    • New owner’s name, address, and phone numbers.
    • A check for the amount listed on your contract (transfer fee) made out to the administrator on your contract under “Transfers.”

    We have Transfer Forms available for download at https://www.riders-advantage.com/find-a-contract

     

     

  • HOW CAN I RECEIVE A QUOTE FOR COVERAGE ON MY VEHICLE?
    • Rider’s Advantage does not sell directly to consumers.
    • We recommend that you return to your selling Dealer for further information or if your selling Dealer does not offer Rider’s Advantage, please contact us on our website at https://www.riders-advantage.com/customers/find-a-dealer/
  • DO YOU HAVE A LIST OF REPAIR FACILITIES IN MY AREA WHERE I CAN HAVE MY VEHICLE MAINTENANCED OR START A WARRANTY CLAIM?
    • Rider’s Advantage recommends that you take your vehicle back to the Dealership from which you purchased it.
    • You can take your vehicle to the repair facility of your choice as long as they are both a licensed business and are able to confirm their appropriate business insurance. Please have dealer or repair facility visit our File A Claim page at https://www.riders-advantage.com/customers/claim/
    • If you need further assistance finding a Rider’s Advantage Dealer Partner or Repair Facility, please let us know at https://www.riders-advantage.com/customers/find-a-dealer/
  • HOW DO I START A CLAIM?
    • Protect your vehicle from further damage.
    • If necessary, have your vehicle towed to the nearest repair facility, do not drive the vehicle.
    • Locate a licensed repair facility of your choice.
    • Give the repair facility your contract so that they can contact the Claims Department
    • Authorize the repair facility to diagnose the problem with the vehicle.
    • Once the repair facility has diagnosed the issue they must obtain repair authorization prior to completing repairs.
  • HOW DO I START A VEHICLE SERVICE CONTRACT CLAIM?
    • To start your claim for a Vehicle Service Contract, please locate a licensed repair facility of your choice.
    • Give the repair facility your service agreement so that they can contact the Claims Department.
    • Authorize the repair facility to diagnose the problem with the vehicle. The repair facility must obtain repair authorization prior to completing repairs.
  • HOW DO I START A GAP CLAIM?

    Locate the ADMINISTRATOR on your contract:

    LOSS DOCUMENT REQUIREMENTS:
    YOU shall report any potential loss to the ADMINISTRATOR:

    within ninety (90) days of settlement with the PRIMARY CARRIER or should there be no
    PRIMARY CARRIER within ninety (90) days of the DATE OF LOSS.
    For each loss YOU must provide the following and any other additional information we may
    request:
    1) a copy of the primary insurance settlement worksheet and check;
    2) verification of any other insurance or other recoverables (including sale of salvage);
    3) verification of any other refundable amounts;
    4) a copy of this GAP addendum;
    5) verification of the primary insurance deductible and the date of loss;
    6) a copy of the police report, in the case of an UNRECOVERED THEFT;
    7) details of the FINANCING CONTRACT include YOUR name and address, account number,
    amount borrowed, interest rate, payment amount, FINANCING CONTRACT history and
    calculation of UNPAID NET BALANCE amount and;
    8) any additional reasonable documentation requested by our GAP administrator.
    No amount shall be waived by US if the claim is not reported or if the documentation is not
    provided within the stated time period. All amounts waived as the result of this addendum shall
    be applied to the FINANCING CONTRACT balance within thirty (30) days after satisfactory
    presentation and acceptance of all information listed above to our administrator. Loss
    processing will not be made until YOU have recovered all amounts from any insurance or other
    indemnity which is valid and collectible and from any other recoverable or refundable source.

    ADMINISTRATOR:

    Norman and Company, Inc.

    106 State Street East, Oldsmar, FL 34677

    Toll Free: 800-930-4633

    ADMINISTRATOR:

    Capital Administrative Professionals, LLC
    PO Box 1207, Dublin, OH 43017
    Toll Free: 1-888-785-9736
    Email: gapadmin@capadminpros.com

  • HOW DO I START A TIRE & WHEEL CLAIM?
    • Protect your vehicle from further damage.
    • If necessary, have your vehicle towed to the nearest repair facility, do not drive the vehicle.
    • Give the repair facility your service agreement so that they can contact the Claims Department.
    • Authorize the repair facility to diagnose the problem with your tire(s). The repair facility must obtain repair authorization prior to completing repairs.
    • Tread must be 3/32 or more. Tire & Wheel claims DO NOT cover Wear and Tear or Impact.
  • HOW DO I FIND THE CURRENT STATUS OF MY CLAIM?

    Please contact your repair facility.

  • WHAT DO I NEED TO DO TO OBATAIN A VEHICLE RENTAL?
    • Rental car coverage may be available with your contract.
    • Please review the Terms and Conditions for specific details on your specific contract.
    • Please have your repair facility indicate your request for rental consideration when the claim is initiated.
  • HOW DO I SUBMIT A CLAIM WHERE THE WORK HAS ALREADY BEEN COMPLETED?
    • PRIOR AUTHORIZATION is required by Rider’s Advantage for all repairs.
    • In the case of required emergency repairs outside of business hours, please submit a letter explaining your exceptional circumstances and why you failed to have your repair facility call Rider’s Advantage for approval.
    • In addition, please send a copy of your repair invoice. The repairs must be explained in detail with parts and labor charge breakdowns.
    • Rider’s Advantae will decline submissions when only a payment receipt is attached.
    • Your completed repair must indicate that the repairs were paid by you in full. Enclose a copy of your credit card statement or other proof of payment. Email all documents to
  • WHY WAS THIS CLAIM OR ITEM DENIED?

    There are many reasons why a claim or item may not be covered, the most common reasons are;
    • Your contract has expired.
    • The repair or item is excluded from coverage.
    • The repair or item is not a covered component under the contract’s Terms and Conditions.

  • HOW WILL MY CLAIM GET PAID?
    • More than 90% of claims are paid to the repair facility directly by Corporate Credit Card, though payment by check is available upon request.
    • Prior to repairs being completed, please verify the repair facility will accept payment from a Rider’s Advantage Administrator.
    • If the repair facility requires you to pay them for repairs and submit your own claim, the check payment process can take up to 30 days from receipt of acceptable claim document.
  • WHAT ARE THE SYNCHRONY OUTDOORS CREDIT CARD BENEFITS?
    • No annual fee(1)
    • Safe and secure with $0 fraud liability
    • Ability to request a credit limit increase(2)
    • Convenient monthly payments
    • 24/7 secured online account access
    • Customizable account alerts
    • Learn more on Synchrony’s website: https://www.synchrony.com/marketplace/outdoors
    (1) For New Accounts: As of 6/1/2024 Purchase APR is 29.99%. Minimum Interest Charge is $2. As of 7/16/2024 Purchase APR 34.99%. Penalty APR 39.99% Min Interest Charge $2.
    (2) Cardholders may be required to provide their annual net income if their recent information is not on file. Cardholder income will be used as a factor to determine eligibility for a credit limit increase.