Bulletin No.:

Service Bulletin

Date:

18-NA-099
February, 2020

INFORMATION
Subject:

Working with General Motors (GM) on a Product Assistance Claim (PAC)

Attention: GM of Canada is not authorized to utilize this service bulletin.

Brand:

Model:

Buick

GM
Passenger
Cars and
Light Duty
Trucks

Cadillac
Chevrolet
GMC
Chevrolet
Chevrolet
GMC

Medium
Duty Trucks

Model Year:
from

VIN:
to

from

to

Engine:

Transmission:

2020 and Prior

2016

2020

TopKick
T-Series
Kodiak

2009 and Prior

T-Series

This bulletin has been developed for use on a Product
Assistance Claim (PAC), which is formerly known as a
Product Allegation Resolution (PAR) or 1241 claim.

Reporting a Product Assistance Claim:
When an incident results in property damage and/or
personal injury, alleged to be caused by a product
defect, the customer and/or dealer should contact their
respective Customer Assistance Center by phone.
Customer # is 800-231-1841. Dealer direct access #
is 866-446-6963. The situation will either be handled
within PAC or forwarded to GM’s Central Claims
(ESIS) team.
ESIS case numbers have only 6 digits (e.g. 921322). If
ESIS is involved please reach out directly to them for
updates at 800-888-0164.
Important: Please DO NOT make any repairs to the
vehicle until PAC directs to do so or until PAC has
completed the case review. During the review process,
if technical assistance is needed or technical questions
arise, PAC has internal resources to support. TAC will
not be able to provide the dealer with diagnostic
assistance or repair direction related to this allegation.
Contact your PAC Specialist to request technical
support.
Refer to additional information in the GM Service
Policies & Procedures Manual.

Copyright 2020 General Motors LLC. All Rights Reserved.

Product Assistance Claim (PAC)
Definition:
The Product Assistance Claims (PAC) Team within the
Global Connected Customer Experience (GCCX)
contact center is responsible for cases in which a
customer alleges that a vehicle defect resulted in:
• Injuries not requiring professional medical
treatment
• Vehicle Damage
• Fire/smoke/melt concerns
• Damage to personal property inside the vehicle
• Claims of unwanted airbag deployment (with or
without a collision)
• Claims that an airbag did not deploy in a collision
• Also included are deployments that occur when
the vehicle is being serviced or repaired by a GM
Dealer
Warning: When performing service on or near the
SIR components or the SIR wiring, the SIR system
must be disabled to prevent vehicle service
induced deployments.

PAC Rental Vehicle Policy:
Upon request of the customer, GM may offer rental
transportation while an investigation is being
performed. Depending on the circumstances of the
claim, the investigation will be conducted either by the

Page 2

February, 2020

PAC group or by GM Central Claims (ESIS).
Transportation can be provided regardless of vehicle
age or mileage.
All of the guidelines stated in the latest version of
Corporate Bulletin 07-00-89-037: Courtesy
Transportation and Roadside Assistance Programs
also apply for these claims, with the EXCEPTION of the
Rental Term (Length).
If additional rental days are needed beyond the agreed
upon number, the Service Agent’s Service
Management will get approval from the assigned PAC
Customer Relationship Specialist (CRS) or ESIS
Claims Administrator. Failure to get approval, for
additional days, will result in the Service Agent and/or
customer paying the expense.
The claim submission procedures for a rental vary
based on the outcome of the investigation. Refer to the
correct process, outlined in the Dealer Transaction
Submission Process section below.

PAC Case Summary:
PAC claims require a complete and thorough review of
all available information as part of the investigation
process to determine if there is any indication of a GM
warrantable concern or if an opportunity for goodwill is
present. Accident damage, signs of neglect or abuse,
vehicle modifications and other outside influences must
be identified and their relevancy to the case identified.
Information provided by the dealer and inspection
results are not the sole basis for decisions made on any
PAC case.
Information gathered during the investigation is
confidential and proprietary to GM. Please DO NOT
provide to the customer.

Case Duration:
Typically, between 20–30 days to determine final
decision.

Dealer Involvement:
A PAC Specialist will contact the Service Manager at
the servicing or selling dealer (if possible) to explain the
PAC process and request assistance with the gathering
of facts related to the allegation. The dealer will be
compensated for inspection time as appropriate based
on the inspection requirements and documentation
provided once the case resolution has been
determined.
Reminder: Allegation claims are handled solely on the
facts of that case. PAC requests can differ on a case by
case basis and may include:
• Sales documents – including non-GM
components installed on a vehicle and/or
disclosure forms
• Historical Repair Orders – and customer
communications related to the allegation
• Assistance with providing courtesy
transportation
• Hosting a vehicle repurchase
• Performing a Preliminary Inspection – includes
DTCs and photos related to vehicle condition and
customer concerns

Bulletin No.: 18-NA-099

•

Repair Estimates – for body and mechanical
repairs at GM warranty rates (must confirm parts
availability)
• Complete Inspection/Diagnosis & Repair
Estimate – If you identify information that may
affect the case, please include that on the report.
Note: Any inspections exceeding 4 hours require prior
approval from PAC Leadership.
•

Hosting a 3rd Party inspection – provide
technician support and access to a vehicle lift.
When completing the inspection forms, please verify all
sections have been fully documented and
photographed as appropriate. The detail and quality of
the completed inspection report and related photos will
help support our final position and the inspection hours
submitted. Return the completed inspection forms and
photos via email within 72 business hours (if possible).
Once all inspection documents are completed, a
technical review will be performed prior to determine
the final case resolution.
After PAC has completed the review, the PAC
Advisor will inform the Customer and Service
Agent’s Service Management of the outcome. PAC
will notify customer of rental return requirements
specific to the case outcome (if applicable).

Post Resolution of PAC Denial:
Reassemble the vehicle to the original “as-presented”
condition prior to beginning of Product Assistance
Claim and inform the owner to return the rental and
retrieve their vehicle.

If a PAC Repair is authorized:
Dealer will be requested to provide a detailed repair
estimate for repairs only. All parts availability needs to
be confirmed and itemized at the Dealer’s GM warranty
rates. The PAC Advisor will create a Pre-Repair
Authorization in Global Warranty per the repair estimate
and provide the appropriate labor code to Service
Management along with instruction to repair the
vehicle.

If a PAC Repurchase is authorized:
Dealer will be requested to host a GM vehicle
repurchase as applicable by the terms of the
agreement between the customer and General Motors.

Dealer Transaction Submission
Process:
Once the final decision is provided, send your PAC
advisor a complete estimate for all that apply utilizing
the following labor code.
• 0600016 - Inspection time
• 0600146 - Rental fees
• 0600006 - Authorized repairs
• 0600018 - Personal property damages
Once the PAC advisor has received the final repair
order, they will create a Pre-Repair Authorization in
Global Warranty. The PAC advisor will then provide the
Pre-Authorization Number to the dealer for each
labor code.

Bulletin No.: 18-NA-099

February, 2020

Inspection Time:
• For inspections only, PAC will pre-authorize up to
2 hours. Any labor time authorized above that
must be submitted in the OLH field. The PRA will
identify the total approved labor time.
• Submit the expenses under the labor code
0600016
Vehicle Repair:
• Select "GM Pre-Repair Authorization" when
submitting the transaction (do not select "GM
Authorization"). The system will then prompt the
Service Agent to enter the Pre-Repair
Authorization Number which PAC previously
issued.
• Submit the expenses under the labor code
0600006 and complete the respective fields as
appropriate.

Page 3

Reimbursement for a Rental Vehicle:
• If the customer is in a rental vehicle, include the
rental cost as a line item on the final repair order.
The PAC Advisor will create a separate
Pre-Repair Authorization for the rental. The PAC
advisor will then provide a Pre-Repair
Authorization Number to Service Management.
This number must be used when submitting the
reimbursement in the system.
• Submit the expense under the labor code
0600146.
Please contact the Dealer Business Center at
888-414-6322 with any additional questions or
concerns.
If a customer’s product allegation case was escalated
to GM Central Claims (ESIS) and the customer was in a
rental, ESIS will issue payment directly to the Service
Agent when the case is resolved, for the agreed upon
rental allowance.

Version

4

Modified

Released April 4, 2018
August 20, 2018 – Added the 2019 Model Year, updated the Rental fees labor operation
under Dealer Payment and the contact information at the end of the bulletin.
November 5, 2018 – Included Medium Duty models and expanded the parameters
around the Rental Policy and how to process transaction submissions.
February 14, 2020 – Added the 2020 Model Year and updated the GM Service Policies &
Procedures Manual reference under Reporting a Product Assistance Claim.

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GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.

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