The FAQs will be updated on a continuous basis. Please check back regularly to ensure you’re up-to-date.
While the NESNA and DOWC teams prefer all customer, dealer, and lienholder cancellations on ancillary products be handled through the cancellation process on the various brand websites, dealer site, or resources site, products can still be canceled directly in PCRS and the cancellations will make their way to the DOWC system. The DOWC system will allow external users to easily obtain cancellation quotes 24/7/365 without requiring any administration system access.
Yes, an inactive dealer’s previously sold contracts can still be cancelled through the DOWC system on the dealer site, through the resources site, or on the brand specific site.
Given the complexity of the request, response times can vary. However, most inquiries are responded to during the same business day. Direct dial numbers will be provided for dedicated field support reps.
Over remits are canceled on a gross basis and netted off statement. The non-chargeback option on over remits is available on all products. On GAP, this over remit non-chargeback protection is available in addition to the profit protect program.
The agreement link have been sent to the dealer principal or other key individual on file with NESNA. These emails have been triple confirmed with the brand and other teams as well. We cannot copy anyone on these emails for various reasons. The delivery and open confirmations are however available from within the PIP directly.
A W9 and ACH information is required from any payee who will receive an over remit, including the dealership. We do not require this information or documentation to enroll the dealer, but must receive it prior to making any payment of the over remit. If there is no over remit, this information is not required at this time.
If the dealer does not have the ACH information, there is a field for the dealer to indicate this and enter an email address to forward the request to their team who will be able to fill in the form on their behalf. If the dealer does not have the W9 readily available, it can be provided at a later date prior to the payment of any over remit.
All menu systems, including 3rd party aggregators such as PEN and FI-Express have been notified and are standing by to ensure new products are successfully rating inside these systems. Though we have no reason to expect rating issues, if any dealers cannot rate on day 1, we will have agents standing by to diagnose these issues and address them in real time. New sales tools will also be available in all menus on launch date or shortly thereafter.
Detailed claims reimbursements are not able to be provided on an upfront basis at this time. Based on the information available, reimbursements should be the same or better than those issued by the prior provider.
Brochures will be provided to all stores at no charge. All product materials are able to be accessed through the dealer site and resource site. The vast majority of dealers will have printed product guides in store on or prior to the launch date. While some dealers may receive the materials shortly after launch due to geographical location and shipping timelines, we do not anticipate any substantial delays. Upgraded marketing materials will be allocated to certain dealers based on overall NESNA sales and not a particular segment of product or sales. We will release the first wave of qualified dealers after the 4/1 launch.
Any changes to ownership or newly launched points will be dealt with on an expedited case by case basis. These will be handled immediately and agreement links will be sent out to identified dealers. We encourage the field team members to send whatever information they have on these pending dealerships as soon as possible to our support team.
Agreements are executed electronically in real time. As soon as an agreement is executed, as of the launch date, the dealer will be immediately be able to rate products.
Yes, profit protect is available at launch on GAP along with the over remit no-chargeback protection. We plan to roll out additional profit protect options on other products after launch.
DOWC will be providing and administering all ancillary products including:
We are working on additional product offerings as we speak, so check back soon for updates!
All dealers will receive an invitation to enroll in the ancillary program, whether or not they are currently enrolled or selling ancillary products. If they do not enroll, the assigned field representative will follow up to ensure enrollment. If the dealer needs more information about the program in order to enroll, resources will be available to support the initiative.
Yes! Our enrollment process allows dealers to offer all current and future products under a single agreement form.
Initial enrollment documents are issued to each individual dealership with the exception of certain large groups. If a group would prefer to sign a single, corporate agreement, we are able to accommodate.
The prior ancillary program will be turned off as of 3/31. If the dealer does not enroll in the new program by 3/31, they will see the products in PCRS and their menu for a grace period while we follow up to ensure they are enrolled. We will follow up with the field team regarding whatever dealers have not enrolled.
Yes! All products will be available in PCRS and applicable menus for rating and sale as of 4/1.
All ancillary products will be visible at all stores on 4/1.
As required, for the products that may be funded by each respective lender, all forms are or will be approved prior to launch.
DOWC Administration Services, LLC with an address of 199 Pomeroy Road, Parsippany, NJ 07054 serves as the primary administrator on the contracts. Assured Provider Services, Inc. with an address of 199 Pomeroy Road, Parsippany, NJ 07054 serves as the administrator in CA, CT, FL, OK, UT, WA, & WI. We will issue a notice to the dealers with this information and would appreciate your assistance in updating all necessary systems.
We have not seen any push back as a result of using DOWC where DOWC Administration Services is the applicable administrator; however, to ensure approval, it is recommended to utilize the full name of the administrator. Please note that while DOWC Administration Services, LLC serves as administrator in most states, Assured Provider Services, Inc. serves as the administrator in CA, CT, FL, OK, UT, WA, & WI.
Yes! Dealers will receive information about the site and training on the various resources available to them through it.
As of the launch date, PCRS will display the DOWC products instead of the prior administrator.
No grace period is necessary as all contracts will be NMAC and Sentinel approved prior to launch.
No, there will be no aggregate limit, maintaining consistency with the previous administrator’s policy.
For Nissan and INFINITI vehicles, we offer a tire replacement policy. Wheel reimbursement amounts vary by manufacturer, so specific details can be found in each contract. Balancing and mounting costs may also be covered, depending on the policy terms.
For manufacturers that mandate tire replacement instead of repairs, we provide a separate product form that excludes tire repair. The claims department will process claims accordingly based on the contract type.
No, a second key is not required to be eligible for coverage when selling a pre-owned vehicle. Additionally, virtual keys do not qualify as a second key — only physical keys or remotes are recognized for coverage purposes.
There are two levels of coverage available: up to $800 per year or up to $1,400 per year, depending on the contract limit selected. This includes costs for parts, key cutting, and programming.
Emergency Roadside Assistance includes services such as towing, battery jumpstarts, flat tire changes, fuel/oil/water delivery, and locksmith services. Customers can utilize these services once every 72 hours, with a maximum of four services per contract term or as otherwise set forth in the terms of the contract. This varies by product. If a vehicle is towed home, an additional tow to a repair facility counts as a separate service.
On average, calls are answered within approximately 30 seconds, ensuring quick assistance and claim processing. Regarding claims processing times, this varies based on the complexity of the individual situation. Most claims can be resolved anywhere from a few minutes to up to 48 hours.
Yes, claims agents make outbound calls when necessary to follow up on claims, provide updates, or request additional information.
Claims reimbursement can be processed through various methods, including net of statement, ACH transfer, and one-time-use credit cards, offering flexibility for different business needs.
Yes, non-selling dealers can initiate claims for contracts sold elsewhere, ensuring customers receive the service they need regardless of where they purchased their coverage.
No, the contract does not require full coverage insurance at the time of total loss. If the primary insurance is insufficient or unavailable, GAP will cover the remaining deficiency up to the vehicle’s retail value at the time of loss.
Yes, any prorated GAP cancellation amount is deducted from the deficiency balance before finalizing the claim payout.
No, there is no restriction on when the first payment can be scheduled. A customer can set their first payment date at 120 days if their lender allows it.
If a lender offers a payment extension — such as deferring two payments to the end of the loan for the holidays — DOWC will still honor the GAP claim. The deferred payments will not impact claim eligibility, ensuring customers remain covered even if their loan term is extended.
If a lender defers payments for reasons such as holidays or financial hardship, DOWC will still honor the GAP claim, ensuring customers are not penalized for payment adjustments made by their lender.
For dealers with Profit Protect GAP, they are not responsible for unearned refunds in the event of a forced cancellation, except in cases of fraud.
It depends on the product. Repairs under Extended Lease Care and Extended Lease Care Plus can be completed at any time during the lease term. However, Lease End Benefits are only payable when the vehicle is returned, per the contract conditions.
Yes, coverage for each repair is limited to the lower of the actual repair cost or the vehicle’s actual cash value (ACV) at the time of the claim, as determined by Kelley Blue Book, J.D. Power, or another recognized valuation source. A deductible may apply.
Replacement parts may include new, remanufactured, used, rebuilt, exchanged, or non-OEM parts, depending on availability and cost considerations, unless otherwise stated in the contract.
Yes, customers must maintain their vehicles according to the manufacturer’s recommended service schedule. Maintenance records must be retained and may be requested for claims approval.
Yes, GlassShield is a product warranty for a chemical application, while Windshield Protection is offered as a service contract.
Yes, curb rash is covered. However, exclusions apply to valve or rim leaks, improper installation, tire chains, off-road use, wheels that do not seal due to rust or corrosion, wheels not meeting the manufacturer’s recommendations, misuse, and wheels made from carbon fiber, ceramic, or other non-steel/aluminum materials.
Yes, DOWC allows for up to $1,000 per single item.
Only GAP, Lease Excess Wear & Tear (LEWT), and PaymentShield must be purchased at the time of sale. Other products can be added later.
Yes, customers can purchase a tire and wheel product separately after the initial vehicle sale.
Yes, roadside assistance can be sold as part of the Bundle product. However, standalone roadside assistance is not currently available.
Most coverages have no aggregate limit, per NESNA’s request. The only exception is Key Protection, which has a coverage limit of $800 or $1,400 per year of the term.
No, there will be no aggregate limits for these products, ensuring comprehensive coverage without an overall cap.
Emergency Roadside Services are included in the standalone Tire & Wheel, Tire & Wheel Cosmetic, and Key Protection. Please note, Emergency Roadside Services are not included with the standalone PDR. However, Emergency Roadside Services are for the term of the contract instead of the individual standalone products within the contract and are limited to 4 services. Emergency Roadside Services include towing, battery jump, flat tire assistance, locksmith services, and fuel/oil/water delivery.
The current tire replacement policy available is pursuant to lender guidelines. Our Bundle product includes tire replacement and repair, as well as wheel replacement and repair. The Bundle No Wheel Replacement product is used specifically with Toyota Financial Services, Mazda, Lexus, and MobilityOne, and does not include wheel repair.
DOWC will reimburse the full amount up to the maximum key replacement benefit indicated in the contract.
We do not have an estimated launch date for this product. Our Lease Excess Wear and Tear and Extended Lease Care products provide a lease-end benefit where permitted.
Vehicle Care Protection is not an active product at this time. We are targeting its release for the near future, at which point it will include all coverages and transaction types such as brakes, battery, belts/hoses/wipers, bulbs, and diagnostic for retail/cash/non-lease deals for new and all pre-owned makes/models.
Windshield Protection is not offered as a standalone product at this time. For products that are offered as standalone, we utilize the bundle form and only select that coverage, so it is an exact mirror of the bundle coverage.
At this time, we do not have an interior product that covers rips and tears on retail and/or cash deals. We plan to offer
this product in the near future.
No, 360Shield covers stains and fading on carpet, fabric, leather, or vinyl, but does not cover rips and tears. However, the Interior Protection within Extended Lease Care does include coverage for rips and tears.
Yes, curb rash is covered; however, there are exclusions. These include valve or rim leaks, improper installation, tire chains, off-road use, wheels that do not seal due to rust or corrosion, wheels that don’t meet the manufacturer’s recommendations, misuse, and wheels made from materials such as carbon fiber, ceramic, or other non-steel/aluminum materials. If curb rash is to be covered, it must be stated on the contract or removed as an exclusion. While curb rash is considered cosmetic and will be covered as a repair, as with other instances of cosmetic damage, curb damage that leads to the replacement of the wheel due to its inability to hold air will
not be covered.
We offer an internal premium finance plan called SCPP, which allows dealers to provide payment plans for ancillary products. This does not affect the availability or process for payment plans for VSCs, which can still be financed through SPP or other providers. SCPP is simply an additional option that dealers can choose to utilize for ancillary products. Our payment plan includes a separate portal for generating agreements, or agreements can also be created directly within certain menu systems, such as vMenu and Darwin.
We offer several methods for distributing over remit statements. These will be automatically emailed each month, or dealers can access them through our internal application. Training and additional resources will be provided after the 4/1 launch.
Yes, if a dealer chooses not to continue an over remit for any reason at any time, please have the dealer email support@nesna-dealers.com or the field team may email support@nesna-resources.com to notify us at any time. because we do not offer net, it can be changed prior to April 1st.
Our system creates separate over remit documentation per recipient allowing each payee to sign for an over remit.
DOWC understands who the brokers/payees are for ancillary products. We have been provided the over remit split for individual payees directly from the NESNA team. Checks will be mailed to payees where a bank account/ACH information was not provided.
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