The CARCHEX promise is “Customer Experience Above All.” In everything we do, the customer comes first.  We achieve this by making the customer feel as comfortable and as educated about our product as possible. CARCHEX ensures that the customer’s experience, whether it’s in the beginning, the middle, or at the end of their plan, is the best experience they could possible have.

In the video below, CARCHEX vehicle protection specialist Jerry Elston explains what the CARCHEX standard “Customer Experience Above All” means to him.

Video Transcription
Customer experience above all – that is my job as a vehicle protections specialist to come in here every day suited up ready to give the best possible experience to our future members. It’s up to me, I’m the actual face of CARCHEX, I’m the first one they speak to, I’m the first one they contact, and believe me I would be contacted along the way through their entire warranty process. Well it’s my job to ensure that experience, whether it’s from the beginning when we are deciding what plan best fits their needs, or the middle when they have a claim and they don’t know exactly where to call, or at the end when it’s time to purchase another plan, they need to know what other options they have. During that whole entire time I strive to give them the best customer service I possibly can.

What can I expect if I am a new customer contacting CARCHEX for the first time?

Video Transcription
Well, when I first make contact with a potential customer I always want to make sure that they understand the coverage options that they’re looking at. We want to make sure that the policy, they understand how to use the policy, where they can go, the types of service stations or dealers that they are able to use. We also want them to understand when they do use the policy, the correct process and procedure to be able to use that policy. A lot of times in a lot of industries they stick something in front of you, they expect you to know how to use it and then you’re fumbling around when it’s time to use it and you have no idea actually how to use that product.

Many extended auto warranty policies require that claims be filed by the customer’s repair facility. But what happens if your mechanic forgets to file a claim with CARCHEX? For cases like this, CARCHEX has a special department that customers can call to make sure that their claim is processed correctly.

Video Transcription
It is a requirement under warranties and the contract that a customer’s repair facility file a claim with the administrator, get the claim approved and then the claim paid. However, there are circumstances where that does not occur because the mechanic forgets or the repair facility forgets, it doesn’t go through the normal process. At that point the customer can call CARCHEX, we have a special department here set up to deal with claims and we will contact the administrator on behalf of the customer and typically in those scenarios the customer would have to pay out of pocket for those repairs and we can get a reimbursement check sent to the customer.

A lot of times, CARCHEX is the first extended warranty company that a customer speaks with, so they really don’t know what to expect. CARCHEX strives to inform the customer what’s going to happen throughout the call so they understand what to expect and then explain exactly how coverage works.

Video Transcription
Well a lot of times, CARCHEX is the first company that any of our customers speak with so they really don’t know what to expect. My goal is to inform them, number one, what’s going to happen throughout the call so they understand what to expect and then just explain to them exactly what it means, exactly how coverage works, what to expect. That way, there are no surprises for them, they are not caught off guard. Last thing that I want is for them to fell like A) they are being misled and B) going through a bait and switch situation. The fact of the matter is this industry has a tainted reputation to begin with; our goal at CARCHEX is to ensure that we are a step above the rest; we maintain a higher standard. That way, our customers feel that, they understand that, and ultimately feel more comfortable.

CARCHEX works hard to find the best combination of level of coverage, the right time and term, and the best cost for its consumers.

Video Transcription
Well number 1 my goal is that I want to find the right fit- the best combination of level of coverage, the right time and term, and obviously at the best cost. The way that starts is educating the consumer on why they want to have a particular type of coverage and that usually starts with top down. I want to get my customers in the highest level of coverage obviously that they can afford. Fortunately with CARCHEX, we are able to provide that highest level of coverage you know, at very affordable for all of our customers.