Updated Process – Vehicles with SC

What is the effective date for the updated process on handling reimbursement requests?

• 6/25/2025

• 1/1/2026

• 12/31/2025

• Immediately

What should be done if a customer's request includes items not covered under the Service Contract?

• Refer to MVP

• Escalate to DW, SW, Aia, and Moy

• Process as goodwill if merited

• Ignore the request

Which tab in Compass should be checked to confirm whether a vehicle has an active Service Contract?

• VIN Detail Tab

• Customer Details Tab

• Repair Order Tab

• Service History Tab

What is the contact number for Mopar Vehicle Protection (MVP)?

• 1-800-521-9922

• 1-800-123-4567

• 1-800-987-6543

• 1-800-555-0199

What should be done if the Repair Order shows no SC-covered services?

• Process the entire request as goodwill

• Escalate to DW, SW, Aia, and Moy

• Refer to MVP

• Ignore the request

What should be included in the case comments when goodwill is processed?

• The customer's phone number

• Only the case number

• Only the customer's name

• Details of what was processed and referred

What is the purpose of the updated process?

• To increase sales

• To improve vehicle performance

• To outline the revised process for handling reimbursement and goodwill requests

• To reduce customer complaints

What should be done if MVP pushes back or coverage is unclear?

• Process the request

• Ignore the issue

• Refer to Customer Care

• Escalate to DW, SW, Aia, and Moy

What is the first step in the updated handling process?

• Evaluate the Customer’s Reimbursement Request

• Verify SC Coverage

• Refer to MVP

• Review the Repair Order

What should be done if a customer's request pertains solely to covered items under SC?

• Process as goodwill

• Full referral to MVP

• Ignore the request

• Escalate to DW, SW, Aia, and Moy