To:

All Subaru Retailers

From:

Subaru of America, Inc. – Service Operations Department

Date:

May 20, 2020

Re:

COVID-19 Service Department Guide – Updates to Program

Due to the continued impacts of the COVID-19 outbreak and customers continuing to need to shelter in place, SOA is
pleased to announce an extension of the extended recall mobile repairs and use of SSLP vehicles to complete recall
and customer pay repairs components of the Service Program through June 30th.
The roundtrip towing component will end as scheduled on May 31st. Claims with a RO Start Date after May 31, 2020
will no longer be eligible for round trip towing for a recall completion**.
The following pages include a summary of the claim submission procedures for the use of the SSLP and CPO vehicles
under the program and the list of recalls that can be completed as a mobile repair under the Service Program.
We hope the extension to these temporary policy adjustments beneficial in keeping your service department busy
while providing your customers a valuable service as we work through this together.
Should you have additional questions, contact the Subaru Claims Helpline at 1-866-782-2782.
** As a reminder, there is a program in place for retailers to facilitate a roundtrip towing for customers with an open
Takata recall who lives more than 75 miles (round trip) away from your store. To initiate, call the Takata Recall
Repair Hotline at 1 844-373-6614 to schedule a vehicle pick up time that works with the store schedule and for the
customer. The Takata Recall representative will take it from there and coordinating the pick and delivery logistics
with the customer. The towing expense is completely handled by Subaru of America and retailers do not submit for
reimbursement via claims.

Summary of Claim Submission Procedures for RNT00 Claims under Service
Program
Use of SSLP vehicles to complete recall & customer pay repairs
Scenario 1: Recall Pick up & Delivery. Retailer would bring the SSLP vehicle to the customer and drive the
customer’s vehicle back to the service department to perform the open recall repairs. The retailer would
submit a claim for the recall and claim $50 for use of the SSLP vehicle. SOA will allow reimbursement of one
SSLP per day, per technician, when completing multiple repairs. Note: Requires SSLP loaner/rental
agreement signed by the customer. E signatures are permissible at the discretion of the retailer as noted in the
March 23, 2020 announcement: “SSLP Program Changes in Response to COVID-19”.
SSLP Recall Pickup and Delivery Reimbursement
Repair order document: Repair order should be opened for the SSLP VIN for the day in use. Service
Manager, Service Director or their designee must sign repair order in lieu of a customer signature.
Record VINs repaired while using the SSLP vehicle.
Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each
customer repair completed that day.
Other: Enter $50 in rental field, and $50 in the “SOA Amount” field. Use “SSLP” as Customer Last
name and use retailer zip code in Customer Zip Code field.
Warranty / Claim Information for SSLP Customer Pay Reimbursement
Claim
Type
PA

Labor Description
Rental Only

Labor
Operation #
A101-102

Labor Time

Fail Code

0.0

RNT-00

Scenario 2: Customer Pay Pick up & Delivery. Retailer would bring SSLP vehicle to the customer and drive the
customer’s vehicle back to the service department to perform customer pay maintenance service, i.e. 30, 60,
90k or any service repair requiring 2 hours or more. Note: Requires SSLP loaner/rental agreement signed by
the customer. E signatures are permissible at the discretion of the retailer as noted in the March 23, 2020
announcement: “SSLP Program Changes in Response to COVID-19”.
For customer pay reimbursement, the retailer would submit a policy adjustment claim using the SSLP VIN used
to make pick-up and delivery repairs. The customer pay pick-up and delivery SSLP vehicle will be reimbursed at
$25 per day, once per day. Fuel is not included.
SSLP Customer Pay Pickup and Delivery Reimbursement
Repair order document: Repair order should be opened for the SSLP VIN for the day in use. Service
Manager, Service Director or their designee must sign repair order in lieu of a customer signature.
Record VINs repaired while using the SSLP vehicle.
Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each
customer repair completed that day.
Other: Enter $25 in rental field, and $25 in the “SOA Amount” field. Use “SSLP” as Customer Last
name and use retailer zip code in Customer Zip Code field.

Warranty / Claim Information for SSLP Customer Pay Reimbursement
Claim
Type
PA

Labor Description
Rental Only

Labor
Operation #
A101-102

Labor Time

Fail Code

0.0

RNT-00

Use of CPO Vehicles for Expanded Mobile Repairs
CPO vehicle: CPO vehicles can ONLY be used for mobile recall repairs
For Retailers conducting mobile recall repairs, SOA is expanding the number of recalls eligible for remote
repair from 4 to 26. This expansion will last until June 30, 2020, after which recalls eligible for mobile repair
will return to being noted in the applicable Recall Bulletin. Refer to the full list and procedures at end of
this announcement. Existing offsite repair policies still apply – refer to section 10.5 of the Claims Policies
and Procedures Manual for important requirements regarding these offsite repairs. As stated in the
manual, retailers remain responsible for complying with all applicable laws and regulations, and for
ensuring adequate insurance coverage for this work.
Retailers may utilize a CPO vehicle for Technicians to drive to a customer’s home to complete the recall
repair onsite. SOA will allow a $50 reimbursement of one CPO per day, per technician, when completing
multiple recall mobile repairs.
For CPO reimbursement, the retailer would submit a policy adjustment claim using the CPO VIN used onsite
recall repairs. The CPO vehicle will be reimbursed at $50 per day, once per day. Fuel is not included.
CPO Recall Mobile Repairs Reimbursement
Repair order document: Repair order should be opened for the CPO VIN for the day in use. Service
Manager, Service Director or their designee must sign repair order in lieu of a customer signature.
Record VINs repaired while using the CPO vehicle.
Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each
customer repair completed that day.
Other: Enter $50 in rental field, and $50 in the “SOA Amount” field. Use “CPO” as Customer Last
name and use retailer zip code in Customer Zip Code field.
Warranty / Claim Information for CPO Recall Mobile Repair Reimbursement
Claim
Type
PA

Labor Description
Rental Only

Labor
Operation #
A101-102

Labor Time

Fail Code

0.0

RNT-00

SSLP Administration Requirements
Please be aware of the following SSLP Administration Requirements under this Program:






An SSLP Service loaner contract must be opened in WebDrive for both above scenarios to maintain SOA
provided SSLP insurance coverage.
Customers must sign SSLP loaner contract for any SSLP vehicles left in their possession.
Each Service loaner contract opened and closed will count towards overall SSLP retailer incentive utilization
and individual vin utilization.
The retailer must utilize Subaru SSLP vehicles; rental units from outside rental companies (ie: Enterprise,
Hertz, etc.) are not eligible for the $25 per day reimbursement.
Each SSLP vehicle is eligible for one $25 reimbursement per day for customer paid work.

To support these temporary SSLP uses, SOA recently adjusted the incidental use policy and rental contract/agreement:
 SSLP Certificate of Coverage (called “SSLP Physical Damage,” located under “Documentation” in the

Arrowhead Portal)
(2) Incidental Use: Damage occurring while: (a) refueling the Vehicle; (b) servicing the Vehicle; (c) delivering the Vehicle to an off-site
customer location; (d) using the Vehicle for purposes necessary to service a customer’s vehicle while the community is under “social
distancing” or “shelter at home” advisories. However, these incidental uses will only be covered if they occur during your regular
business hours and the employee driving the vehicle is an eligible driver under your garage insurance policy.

 March 23, 2020 Subaru of America Risk Management announcement:

List of Offsite Recall Repairs Allowed
Existing offsite repair policies still apply – refer to section 10.5 of the Claims Policies and Procedures Manual. As
vehicles may have been sitting for an extended time, always confirm the charge level of the vehicle battery before
attempting module programming. The vehicle battery must have sufficient charge to start and operate. SOA
recommends for any programming related recalls that a spare, stand alone and fully charged battery be attached in
parallel to the vehicle battery via jumper cables to maintain current and avoid possible ECM damage. Do not use a
jump box for programming. Do not connect to the battery of a running vehicle as ripple voltage from the running
vehicle could cause a concern. Always confirm there are no diagnostic trouble codes (DTC) present in the module(s)
being updated prior to starting any programming.
This expanded list is for the duration of the program (March 27, 2019-May 31, 2020), after which recalls eligible for
mobile repair will return to being noted in the applicable Recall Bulletin.
As stated in the Claims Policies and Procedures Manual, retailers remain responsible for complying with all applicable
laws and regulations, and for ensuring adequate insurance coverage for this work. Retailers also remain solely
responsible for ensuring the safety of retailer personnel, the public, and the vehicle at all times. Strict safety
precautions must be followed when performing mobile repairs. Under no circumstances should a technician be
raising a vehicle or accessing the underside. The parking brake must be set during the repair in all instances and wheel
chocks must be used if the work area is on an incline. If significant unforeseen circumstances arise that cannot be
easily corrected, the vehicle must be returned to the retailer. If the circumstance raises drivability or safety concerns,
the vehicle must be towed to the retailer for further repair.

Campaign

Description

WQS54

2015 Impreza, XV, Legacy, Outback EyeSight Reprogramming

WQT55

2012 Impreza ODS Occupant Control Unit

WQY60

2006-2014 Tribeca - Hood Latch - Final Repair

WQZ61

2016 Forester, Impreza, Legacy & Outback - Telematics DCM reprogramming

WTB63

2015 Legacy/Outback Electronic Parking Brake (EPB) Reprogramming
(NOTE: WITHOUT Current Failure)

WTG67

2015 Legacy/Outback, Relay Replacement (Service Campaign)

WTH68

2015-2016 Legacy/Outback, Relay Replacement (Service Campaign)

WTK71

2010-2014 Legacy/Outback Front Wiper Motor Bottom Cover

WTN74

2017 Impreza Rearview Image

WTP75

2017 Impreza Rough Idle, No Start, Stalling

WTQ76

2015MY WRX and STI Subwoofer Overheating

WTR77

2018MY Crosstrek Incorrect Floor Mat Retention Bracket

WTS78

2018 Forester Black Edition FMVSS 110 - Incorrect Certification Label

WTT79

Impreza/Crosstrek - Low Speed Eng. Stall (Service Program)

WTW82

2018 Legacy/Outback Distance to Empty (DTE)

WTZ85

Harman B/U Rear Display

WUA86

Harman Software Update (Service Program)

WUD89

2017 Legacy/Outback Distance to Empty-DTE (Service Program)

WUE90

Brake Lamp Switch

WUF91

Replacement Ignition Switch

WUG92

Crosstrek Rear Door Glass

WUH93

2019 Leg/OB Duct Weld

WUM98

Forester ODS

WUQ02

Impreza/Crosstrek Ignition Coil Reprogramming

WUU06

ECU Reprogramming C1424 (Service Program)

WRA20/
WRC20

Rear Seat Belt Webbing Lock (Recall) - NEW