Subaru Claims Policies and Procedures
Manual Update Summary
TO:

EST CEN WST SDC

FROM:

Subaru of America, Inc.

DEPARTMENT: Service
DATE:

08/13/2014

CATEGORY:

Parts/Service

Subaru Claims Policies and Procedures Manual Update Summary
August 2014
The following updates have been added to the electronic Subaru Claims Policies & Procedures manual.
The manual can be found at Subarunet/Service/Claims/Policies and Procedures.
We strongly recommend that you re-download the manual to your PC to access the latest updates.
Section 3.1.2 Immediate Protection- The following items must be performed upon receipt of a
new vehicle.




Check both the auxiliary and restart batteries on hybrid models
Remove any window/glass markings left from transport or storage.

Section 3.2.1 Storage Time Limits-The plastic wrap should not be left on a vehicle more than 120
days. This includes the protective wheel film.
Section 8.1.10 Retailer Indemnification Requests- This section explains the procedure to submit
for an Indemnification Request from the Subaru of America Legal Department. It has been updated
and it is recommended that you review this section in its entirety.
Section 8.2.1.2 Repurchased Vehicle Coverage- In the event that a repurchased vehicle is resold to a retail purchaser the Subaru Retailer should email the Repurchased Vehicle Sales Agreement
to claimsteam@subaru.com and SOA will update the vehicle’s warranty coverage period if
applicable to additional coverage. See individual state statutes for coverage requirements.
Section 8.4.3 Adjustment Coverage- This section clarifies that adjustments to an individual
component may only be reimbursed one time under the terms of this coverage.
Section 8.4.7 Alternate Transportation Program - The Subaru Alternate Transportation Program
(ATP) is designed to provide retail Subaru customers with a substitute rental vehicle when specific
circumstances exist. Eligibility for this policy has been changed from a repair requiring 8 hours or
more to a repair that requires 4 hours or more to complete.
Section 8.4.9.2 Manufacturers by Component- The new Clarion Exchange Fax Form and the new

Fujitsu Ten Exchange Fax Form can be found on Subarunet under Service/ Forms/ Exchange or in
Section 17 of this manual.
8.4.19 Electrical Wiring Repairs- SOA does not permit shielded or twisted pair wires to be
repaired. This type of failure would necessitate a harness replacement.
Section 8.4.29 Oil Consumption – The new engine oil consumption test form is located on
Subarunet/Service/Forms and in Section 17.12 of this manual.
Section 8.4.39.1 Administrative Allowance – Sublet replacement of a seat cover or seat trim is
eligible for 0.3 administrative allowance.
Section 9.9.2 Genuine Subaru Replacement Battery Warranty- Battery proration has been
clarified. It is suggested that the section be reviewed in its entirety.
Section 11.4.4 Maintenance Plans- This section has three updates.




There are now 3 Maintenance Plan intervals: 3,750, 6,000 and 7,500 miles.



Effective on SAS Maintenance Plans that are sold after 3-15-14 Roadside Assistance, Road
Hazard Tire Protection and Trip Interruption will be eliminated with the exception of the
Anytime Maintenance Plan which will continue to have Roadside Assistance.

A Salvage Title vehicle does retain Added Security Maintenance coverage if the plan is active
and recorded in the customer’s name.

Section 11.4.4.3 Road Hazard Tire Protection- This section has been updated with a new tire
proration chart to be used to determine tire pro-rata coverage and expected reimbursement. Any
claim submitted with a discrepancy between the tread depth and the mileage chart will be processed
based on mileage. It is recommended that you review this section in its entirety.
Section 13.9 Fluids- Two new part numbers have been added to the list of expendable fluids.




SOA635303- Automatic Transmission Cooler Flush
SOA65304 - CVTF ll per quart

18 oz. can

Subaru Claims Policies and Procedures
Manual

Table Of Contents
Section 1 - Introduction ........................................................................................................ 3
1.1. Foreword ................................................................................................................... 3
1.2 Subaru Claims Helpline ................................................................................................ 4
1.3 Telephone Support ...................................................................................................... 5
1.4 Abbreviations .............................................................................................................. 6
Section 2 - Transportation .................................................................................................... 7
2.1 Policy Statement ......................................................................................................... 7
2.2 New Vehicle Receipt .................................................................................................... 9
2.3 Major Damage .......................................................................................................... 12
2.4 Delayed Inspection.................................................................................................... 13
2.5 Hidden Damage ........................................................................................................ 14
2.6 Claim Authorization ................................................................................................... 15
2.7 Conditions Not Covered under Transportation Damage ................................................ 16
2.8 Classification of Damage ............................................................................................ 17
2.9 Part Salvage Notification ............................................................................................ 18
2.10 Document Retention ................................................................................................ 19
Section 3 - New Vehicle Care .............................................................................................. 21
3.1 Policy Statement ....................................................................................................... 21
3.2 Transit Protection ...................................................................................................... 23
Section 4 - Pre Delivery Inspection (PDI) ............................................................................. 25
4.1 Policy Statement ....................................................................................................... 25
4.2 Pre Delivery Inspection Check List .............................................................................. 26
4.3 Retailer Reimbursement for PDI ................................................................................. 27
Section 5 - Demonstrator Registration ................................................................................. 29
5 Demonstrator Registration ............................................................................................ 29
Section 6 - Subaru Roadside Assistance ............................................................................... 31
6.1 Policy Statement ....................................................................................................... 31
Section 7 - Consumer Protection Laws ................................................................................. 33
7.1 Introduction .............................................................................................................. 33
7.2 Purpose .................................................................................................................... 34
7.3 Applicability .............................................................................................................. 35
7.4 Retailer Responsibilities ............................................................................................. 36
7.5 Warranty Responsibilities ........................................................................................... 38

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Subaru Claims Policies and Procedures Manual
Section 8 - Warranty Statements ......................................................................................... 39
8.1 Warranty Statements ................................................................................................ 39
8.1.1 Who Makes The Warranties ................................................................................. 39
8.1.2 When These Warranties Apply ............................................................................. 40
8.1.3 Warranty Periods ................................................................................................ 41
8.1.4 What Is Covered ................................................................................................. 42
8.1.5 Repairs at No Charge .......................................................................................... 43
8.1.6 Obtaining Repairs ............................................................................................... 44
8.1.7 Maintenance Responsibilities................................................................................ 45
8.1.8 General .............................................................................................................. 46
8.1.9 What is Not Covered ........................................................................................... 47
8.2 Warranty Coverage ................................................................................................... 50
8.2.1 Basic New Car Limited Warranty .......................................................................... 50
8.2.2 Wear Item Limited Warranty................................................................................ 51
8.2.3 Seat Belt Lifetime Limited Warranty ..................................................................... 52
8.2.4 Powertrain Limited Warranty ............................................................................... 53
8.2.5 Rust Perforation Limited Warranty ....................................................................... 54
8.2.6 Federal Emission Control Systems Warranties ....................................................... 55
8.2.7 California Emission Control Systems Warranties .................................................... 64
8.3 Model Year Warranty Coverage .................................................................................. 78
8.3.1 2000 Model Year ................................................................................................. 78
8.3.2 2001 Model Year ................................................................................................. 80
8.3.3 2002 Model Year ................................................................................................. 82
8.3.4 2003 Model Year ................................................................................................. 84
8.3.5 2004 Model Year ................................................................................................. 86
8.3.6 2005 Model Year ................................................................................................. 88
8.3.7 2006 Model Year ................................................................................................. 91
8.3.8 2007 Model Year ................................................................................................. 93
8.3.9 2008 Model Year ................................................................................................. 96
8.3.10 2009 Model Year ............................................................................................... 99
8.3.11 2010 Model Year ..............................................................................................101
8.3.12 2011 Model Year ..............................................................................................103
8.3.13 2012 Model Year ..............................................................................................106
8.3.14 2013 Model Year ..............................................................................................108
8.3.15 2014 Model Year ..............................................................................................110

iv

Table Of Contents
8.4 Warranty Policy, Coverage and Program Guide ..........................................................112
8.4.1 Accessory Coverage ...........................................................................................112
8.4.2 Accidents and Fire ..............................................................................................113
8.4.3 Adjustment Coverage .........................................................................................114
8.4.4 Air Bag - Supplemental Restraint System .............................................................115
8.4.5 Air Conditioning .................................................................................................116
8.4.6 Alignment ..........................................................................................................117
8.4.7 Alternate Transportation Program .......................................................................118
8.4.8 Assemblies ........................................................................................................120
8.4.9 Audio/Navi/Entertainment Exchange Programs ....................................................121
8.4.10 Authorization Requirements ..............................................................................127
8.4.11 Axle Boots and Shafts .......................................................................................130
8.4.12 Batteries - Vehicle ............................................................................................131
8.4.13 Batteries - Electronic Transmitters .....................................................................133
8.4.14 Brakes .............................................................................................................134
8.4.15 Clutch..............................................................................................................136
8.4.16 Commercial Use ...............................................................................................137
8.4.17 Customer Concern - No Repair Made Program ...................................................138
8.4.18 Defogger Grids .................................................................................................140
8.4.19 Electrical Wiring Repairs ...................................................................................141
8.4.20 Emergency Repairs ..........................................................................................142
8.4.21 Emission Control Systems Warranties ................................................................143
8.4.22 Foreign Travel ..................................................................................................145
8.4.23 Foreign Vehicles ...............................................................................................146
8.4.24 Freight Reimbursement ....................................................................................148
8.4.25 Glass ...............................................................................................................149
8.4.26 Keys and Lock Cylinders ...................................................................................151
8.4.27 Labor Reimbursement ......................................................................................152
8.4.28 Leather Upholstery ...........................................................................................156
8.4.29 Oil Consumption...............................................................................................157
8.4.30 Part Price Book Reduction .................................................................................158
8.4.31 Paint ...............................................................................................................159
8.4.32 Repairs Performed After The Time Of Warranty Expiration ..................................161
8.4.33 Replacement Parts ...........................................................................................162
8.4.34 Resulting Damage ............................................................................................169

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Subaru Claims Policies and Procedures Manual
8.4.35 Seat Belts ........................................................................................................170
8.4.36 Shop Supplies ..................................................................................................171
8.4.37 Shop Policy Repairs ..........................................................................................172
8.4.38 Speedometer/Odometer Replacement ...............................................................173
8.4.39 Sublet Repairs..................................................................................................174
8.4.40 Tires................................................................................................................176
8.4.41 Towing ............................................................................................................177
8.4.42 Visiting Owners ................................................................................................178
8.4.44 Wiper Blade Refills ...........................................................................................179
8.4.45 Procedures for Assessment, Documentation, and Notification of Non-Warrantable
Repairs ......................................................................................................................180
8.4.46 VIN Plate and Vehicle Placard Replacement Policy ..............................................185
Section 9 - Replacement Parts and Accessories Limited Warranty .........................................187
9.1 Who Makes This Warranty ........................................................................................187
9.2 Who Is Covered .......................................................................................................188
9.3 Duration Of This Warranty ........................................................................................189
9.4 What Is Covered ......................................................................................................190
9.5 Owner's Responsibility To Retain Proof Of Purchase And Maintenance .........................192
9.6 How To Get Warranty Service ...................................................................................193
9.7 What Is Not Covered ................................................................................................194
9.8 General ...................................................................................................................196
9.9 Parts Warranty Policy and Coverage Guide ................................................................197
Section 10 - Recalls / Campaigns .......................................................................................207
10.1 Regulatory Requirements ........................................................................................207
10.2 Vehicles In Retailer Inventory .................................................................................208
10.3 California Vehicle Emission Recall - Proof Of Correction Certificate .............................209
10.4 Recall Claim Submission..........................................................................................210
Section 11 - Added Security ...............................................................................................211
Introduction ..................................................................................................................211
11.1 Customer Service ...................................................................................................212
11.2 Policies, Procedures and Administration ...................................................................214
11.3 Used Vehicle Policies ..............................................................................................223
11.4 Added Security Plans and Coverage .........................................................................225
Section 12 - Dealer Policy Adjustment Request Program ......................................................235
Introduction ..................................................................................................................235
12.1 Retailer Self Authorization .......................................................................................236
vi

Table Of Contents
12.2 Eligible Expenditures ..............................................................................................237
12.3 Ineligible Repair Expenditures .................................................................................238
12.4 Expenditures Requiring Pre-Authorization ................................................................239
12.5 Guidelines ..............................................................................................................240
12.6 Retailer Policy Adjustment Request Claim Administration ..........................................241
12.7 SOA Policy Adjustment Field Claim Administration ....................................................242
12.8 SOA Policy Adjustment Administrative Authority .......................................................243
12.9 Used Car Trade-In Policy Adjustment Statement ......................................................244
Section 13 - Claim Administration .......................................................................................247
13.1 Claim Documentation .............................................................................................247
13.2 Record Retention ...................................................................................................253
13.3 Claim Register ........................................................................................................255
13.4 Claim Submission ...................................................................................................256
13.5 Daily Claim Detail Report ........................................................................................258
13.6 Appends ................................................................................................................259
13.7 Appeals .................................................................................................................260
13.8 Claim Reimbursement .............................................................................................261
13.9 Fluids ....................................................................................................................268
Section 14 - Document Review By SOA...............................................................................271
Introduction ..................................................................................................................271
14.1 Document Requests ...............................................................................................272
14.2 Field Audit .............................................................................................................273
14.3 Standardized Claims Charge-back List ......................................................................274
Section 15 - Part Retention and Return...............................................................................277
15.1 Part Retention Procedures ......................................................................................277
15.2 Part Retention Time Limits ......................................................................................279
15.3 Parts Requested for Return to SOA ..........................................................................281
Section 16 - Customer Service ...........................................................................................291
16 Customer Service ......................................................................................................291
Section 17 - Forms ............................................................................................................293
17.1 Warranty Parts Tag MSA5W402A.............................................................................293
17.2 Retailer Self-Authorization Log ................................................................................294
17.3 Assembly Repair vs. Replacement Worksheet ...........................................................295
17.4 Subaru Claim Entry/Appeal Form .............................................................................296
17.5 Letter of Notification MSA956 ..................................................................................297

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Subaru Claims Policies and Procedures Manual
17.6 Owner Registration Information MSA7S9301 ............................................................298
17.7 Urgent Request for Customer Assistance MSA5F9701B .............................................299
17.8 Vehicle Modification and Accident Damage Report ....................................................300
17.9 Kenwood Exchange Request ...................................................................................301
17.10 Subaru Certified Pre-owed Vehicle Inspection .........................................................302
17.11 Final Appearance Assurance Checklist ....................................................................303
17.12 Oil Consumption Test............................................................................................304
17.13 PAR Repair Assistance for Trade-In Vehicles...........................................................305
17.14 TomTom / Fujitsu Ten Advanced Exchange Form ...................................................306
17.15 Panasonic Exchange Form .....................................................................................307
17.16 Myron and Davis Warranty Exchange form .............................................................308
Section 18 - Genuine Subaru Performance Parts .................................................................309
18.1 Who Makes This Warranty ......................................................................................309
18.2 Who Is Covered .....................................................................................................310
18.3 Duration of This Warranty .......................................................................................311
18.4 What is Covered .....................................................................................................312
18.5 How to Get Warranty Service ..................................................................................313
18.6 Owners Responsibility to Retain Proof of Purchase and Maintenance .........................314
18.7 What is Not Covered...............................................................................................315
18.8 Warning Concerning Non-Genuine Subaru Performance Parts ...................................316
18.9 General..................................................................................................................317
18.10 Important Notice ..................................................................................................318
18.11 Performance Warranty Policy and Coverage Guide ..................................................319
Glossary ...........................................................................................................................323
Index ...............................................................................................................................325

viii

Modified 08-12-14

1

Section 1 - Introduction
1.1. Foreword
The purpose of this manual is to clearly define in a unified and consistent format Subaru of
America, Inc’s. (SOA) policies and procedures with regard to the following areas:
•
•
•
•
•

Added Security
Limited Warranties
Policy Adjustment
Recall/Campaigns
Transportation

Any questions concerning the policies and procedures described in this Manual should be
addressed to Subaru Claims Helpline or your District Parts and Service Manager.
This manual is confidential and is intended for use by Subaru Distributors and Authorized
Subaru Retailers only.
Any exceptions to the policies and procedures stated in this Manual must be agreed to in
writing by SOA.
The manual is effective as of August 2014, and supersedes all policies and procedures manuals
previously issued for the above referenced areas, except as specifically noted herein.
SOA reserves the right to amend this manual at any time. Distributors and retailers will be
notified in writing by SOA of any changes.

3

Subaru Claims Policies and Procedures Manual

1.2 Subaru Claims Helpline
Our goal at the Subaru Claims Helpline is to make it easy for distributors and retailers to
do business with SOA. We aim to achieve this goal by providing the following services:
Calls from distributors and retailers related to Transportation, Limited Warranties,
Recall/Campaigns, Added Security, Policy Adjustment are made to:
1-866-SUBARU2 (1-866-782-2782)

Centralized retailer claims processing:
• Claims may be entered directly by retailers through one central processing
system.
• Added Security
• Limited Warranties
• Policy Adjustment
• Recall/Campaigns
• Transportation

4

Section 1 - Introduction

1.3 Telephone Support
•

Index
• 1.3.1 Telephone / FAX Numbers

1.3.1 Telephone / FAX Numbers

Telephone

Retailer

1-866-SUBARU2
(1-866-782-2782)

Customer

1-800-SUBARU3
(1-800-782-2783)

Cross Country Roadside
Assistance
Telephone Menu Items, See
Below

FAX

1-800-261-2155

1-866-782-2782

1-866-SUBARU-2 Telephone Menu Items

Telephone Menu Items
Parts Information Coordinator: Retailer assistance
with parts ordering and parts questions.

PRESS
"1"

Claims Helpline: Retailer assistance with warranty
coverage, claims questions and claims administration.

PRESS
"2"

Technical Helpline: Retailer assistance with repair
technical questions.

PRESS
"3"

Customers should call the Customer Service Helpline at 1-800-SUBARU3 (1-800-782-2783).
Return to Index

5

Subaru Claims Policies and Procedures Manual

1.4 Abbreviations
5EAT
4EAT
A/C
A/T
ATP
AWD
CAL
CARB
CDS
CVJ
CVT
DCS
DMS
DOJ
EPA
ERO
EQMR
FED
FJT
HEV
LTG
M/T
PAR
PDI
QMR
RHD
RO
SAS
SOA
SOP
SRS
VIN
VOR

6

Five Speed Electronic Automatic Transmission
Four Speed Electronic Automatic Transmission
Air Conditioning
Automatic Transmission
Alternate Transportation Program
All Wheel Drive
California
California Air Resources Board
Customer/Retailer Service
Constant Velocity Joint
Lineartronic™ Continuously Variable Transmission
Retailer Communication System
Retailer Management System
Double Offset Joint
Environmental Protection Agency
Electronic Repair Order
Electronic Quality Monitoring Report
Federal
Free Ring Triport Joint
Hybrid Electric Vehicle
Labor Time Guide
Manual Transmission
Policy Adjustment Request
Pre Delivery Inspection
Quality Monitoring Report
Right Hand Drive
Repair Order
Subaru Added Security
Subaru of America, Inc.
Special Ordered Part
Supplemental Restraint System (Air Bag)
Vehicle Identification Number
Vehicle Off Road

Section 2 - Transportation
2.1 Policy Statement
•

Index
• 2.1.1. National Transportation Damage Claims Program
•

2.1.2. Disclosure of Repaired Damage

•

2.1.3. Insurance

Subaru of America, Inc. (SOA) has established Policies and Procedures related to New Vehicle
Receipt. The retailer is responsible for ensuring that new vehicles are properly received and
inspected and that all damage and/or missing items are documented in accordance with these
Policies and Procedures.
The Procedures for the processing and settlement of transportation claims found in this section
were established in accordance with government regulations and contractual agreement.
Therefore, all retailer personnel involved with the receipt of new vehicles or with submitting
transportation claims are required to understand and comply with the following Policies and
Procedures.
For carrier service issues, please contact your Regional Distribution Manager.
2.1.1. National Transportation Damage Claims Program

SOA administers a National Transportation Damage Claims Program. The Program was
established to simplify and expedite the settlement of transportation claims for retailers.
Transportation claims should be submitted as soon as repairs are completed and no later
than 60 days after delivery.
Transportation claims will be reimbursed through the weekly ACH payment process. SOA
will submit the transportation claim for recovery to the carrier on behalf of the retailer.
Credits are subject to reversal if the carrier presents evidence to support an invalid claim.
SOA does not assume liability for transportation damage.
Return to Index
2.1.2. Disclosure of Repaired Damage

SOA will notify the retailer through the Regional Distribution Manager of repaired damage
prior to retailer receipt of the vehicle. After receiving retailer acceptance, the vehicle will
be shipped with a removable green sticker in the upper left inside corner of the vehicle’s
windshield. This sticker, marked with a bold black letter “A” will indicate to the retailer

7

Subaru Claims Policies and Procedures Manual
that a damage repair has been performed on this vehicle. Details of the repair are found
in the claims history of the vehicle.
Most states have adopted disclosure laws. Since these laws vary by state, retailer
personnel should familiarize themselves with the laws that apply in their jurisdiction. It is
the retailer’s responsibility to comply with their state’s laws in disclosing damage to the
retail customer accordingly.
SOA’s policy is that all damage shall be disclosed by the retailer to the customer to the
extent required by applicable state law. SOA will assist retailers in fulfilling this obligation
by providing repair documentation through the Vehicle Claim History on Subarunet.
Return to Index

2.1.3. Insurance

The terms of the regulations under which vehicles are transported relieve the carrier of
any liability for damage due to “Acts of God”, including, but not limited to, storm, hail,
wind, and flood. Therefore, it is the responsibility of each retailer to obtain adequate
insurance for protection from loss due to these causes while the vehicle is in transit.
Return to Index

8

Section 2 - Transportation

2.2 New Vehicle Receipt
•

Index
• 2.2.1. Vehicle Inspection
•

2.2.2 Inspection Procedure

•

2.2.3. Documenting Damage

SOA requires that all vehicles be accepted, regardless of condition, at the time of delivery.
The retailer is responsible for the careful and complete inspection of each vehicle at the time of
delivery. Vehicles that are delivered during normal business hours are to be inspected
immediately. All damage and/or missing items are to be noted on the delivery receipt as
described in Section 2.2.3. The delivery receipt is the carrier’s release of responsibility. Any
condition omitted from the delivery receipt becomes the retailer’s responsibility (except in cases
of hidden damage or delayed inspection).
Write all the damage on the delivery receipt. Report excessive or major damage immediately to
the Subaru Claims Helpline. If necessary, they will arrange for an inspection and evaluation of
the damage. If it is determined that the vehicle cannot be repaired to a “new vehicle condition”,
SOA will repurchase or offer the vehicle to the retailer. Final disposition of the vehicle will be
determined by SOA.
If vehicles cannot be inspected at the time of delivery or if hidden (undercarriage) damage is
discovered, the “Delayed Inspection” or “Hidden Damage” procedures in section 2.4. and
section 2.5. apply.
2.2.1 Vehicle Inspection

Generally, carrier regulations allow 1 hour of time for retailer inspection. The time begins