Vehicle Limited and/or Powertrain Warranty expiration).

After a claim is submitted, the WISE system will generate a tracking number. This is not an
authorization. Approved claims will indicate an approved percentage of assistance 1-100%.
Denied claims will indicate 0% assistance.
To submit for an exception please utilize the Customer Loyalty Assistance Authorization form
available under the Operations section in WISE: https://www.vwhub.com/. The claim will then
go to your FOM and/or CARE RCM for review and approval.
An additional contact (call) to
your FOM or RCM is not required. WISE tracking numbers are intended to record a request.
Approval is indicated by the percentage of assistance entered by your FOM or RCM.
Assistance requested
(1) Beyond dealer authorization guidelines
OR
(2) Beyond VW contribution maximums
OR
(3) Beyond VW time/mileage maximum

Claim submitted in
adherence to
existing Warranty
/Goodwill Policies
and Procedures

WISE Goodwill
Authorization Form
completed with
details supporting
case for exception

Form reviewed by
CARE RCM or
FOM

Approved
Claims will
indicate an
approved % of
assistance

Denied Claims
will indicate 0%
assistance

Tracking number
entered in
Comments Field
of SAGA.

Page 9 of 21

Customer Loyalty Assistance
Administration Guide
Filling out the WISE Operations Form (Customer Loyalty Assistance Authorization Form) properly
is the first step in an effective and timely Customer Loyalty Assistance review.
A WISE Authorization is not required for every Customer Loyalty Assistance repair. This
exception process is for consideration of assistance:
-

Dealer authorization guidelines (per RO visit maximums)
Volkswagen repair contribution maximums (additional percentage assistance)
Volkswagen authorization time/mileage maximums (assistance beyond 2/24 New
Vehicle Limited and/or Powertrain Warranty expiration).

The key to timely claim submission is proper documentation. Properly filling out the “Please
explain reason for authorization request” field is critical to justifying the reason for the exception.
When submitting the claim for pre-approval, make sure the request clearly indicates why the case
merits additional consideration. This is more than just identifying the repair needed, but also
identifying what factors make this claim worthy of exception.

Proper Documentation

Improper Documentation

Customer had the same repair completed
twice while inside warranty. Due to low
mileage have would like to help loyal
customer with 50% of repair costs.

Mil light on code P0420 converter efficiency
below threshold for the amount of $1,150.63.

Vehicle well maintained 40k with DSG
service done here at 41k miles. Mechatronic
unit improved condition, but not complete
correction. Clutch pack required. Due to low
mileage and loyalty would like to assist with
75% of the repair.

Customer Loyalty Assistance split between
store and customer. Store paid 100% labor and
customer assisting with 100% of parts.

Loyal customer to dealer. Has a good overall
service experience. Ignition coil needed,
warranty just expired 3000 miles ago. Based
on time outside of warranty, would like to
assist with parts only.

Vehicle needs headliner, car
customer is asking for assistance

Good, long-term customer.
Has all
services/repairs
performed
with
us.
Customer frustrated with having to cut
himself out of his belt.

Customer had purchased vehicle as a CPO
unit. Ran out of warranty.

Page 10 of 21

is

certified,

Customer Loyalty Assistance
Administration Guide
SAGA CLAIM SUBMISSION: Technical Claims 210/2CM

All existing Warranty Policies and Procedures / Claim Submission Guidelines apply.

Claim Type

Definition

Service
Number/
Damage Code

Labor/Outside
Labor &
Materials/
Outside
Materials:

Goodwill Share
Tab

Other Documentation
Required

Comments Field:
Complete claim per Warranty Policies and Procedure requirements including cause, complaint and correction.
WISE Tracking Number if utilizing the Exception Process.

210
Technical
Repairs

Assistance with a
repair that would
normally be
covered by the
applicable VW
warranty, however
the warranty has
expired due to time
or mileage.

Entered % should
reflect how much the
customer or dealer is
contributing.
Upon request.
Entire repair cost must be
accounted for.

All four % fields must
have a value.

Not required for claim
submission.

Example (1) : VW
assisting with 50% of
total repair cost on an
“xyz” replacement.
Labor = 50%
Material = 50%
Outside Labor = 0%
Outside Material = 0%

2CM
(NonWarrantable)
Technical
Repair Claims

Assistance with a
repair that would
normally not be
covered by any
Volkswagen
warranty:
These are repairs
that would not be
considered by
Warranty because
the repair needed
is due to a nonwarrantable
condition.

Complete claim per Warranty
Policies and Procedure
requirements.

Page 11 of 21

Example (2) : VW
assisting with labor
cost on an “xyz”
replacement.

A copy of the final
signed customer repair
order with the required
standard
Labor = 0%
documentation is
Material = 100%
Outside Labor = 100% required.
Outside Material =
100%

Customer Loyalty Assistance
Administration Guide
SAGA CLAIM SUBMISSION: Marketing Claims 2CM
All existing Warranty Policies and Procedures / Claim Submission Guidelines apply.
All existing Warranty Policies and Procedures and Claim Submission Guidelines apply.

Claim
Type

Service
Number/
Damage
Code

Definition

Labor/Outsi
de Labor &
Materials/
Outside
Materials:

Goodwill
Share
Tab

Other
Comments
Documentation
Field*
Required

Comments Field:
Complete claim per Warranty Policies and Procedure requirements including cause, complaint and correction.
WISE Tracking Number if utilizing the Exception Process.

2CM

VW Gift: Gift of a VW accessory or
DriverGear Extended Warranty to recognize a
significant repair event (s) or experience.

2CM

Gift – General: Gift certificates, fuel cards,
dinner, flowers, etc . . . to recognize a repair
event (s) or experience.

2CM

Gift Service: Complimentary maintenance
service. This is not to be used as a tool to
extend the CFM Program and must be
associated with an experience or repair event.

2CM

Deductible: Cost associated with covering an
extended warranty deductible to recognize an
on-going technical issue.

2CM

Lease or Loan Payment: Gift of a lease or
loan payment to recognize a significant repair
event (s) or experience.

2CM

Reunites: Cost associated with reuniting a
customer with their vehicle under extenuating
circumstances.

2CM

Loyalty Voucher : Money applied toward a
purchase of a new car as opposed to
completing a Customer Loyalty Assistance
repair.

2CM

Customer Loyalty Assistance
Loaner/Rental:
Exception basis only with FOM approval.

CAWE

CAWE

CAWE

CAWE

CAWF

Enter % in
Outside
Labor/Parts
only.

Enter the
causal Service
Number.

Enter the type
and BRIEF
justification of
A copy of the
claim.
final signed
These claims Entered %
customer repair
only have should reflect
order with the
required
Labor.
customer or
for
dealer is
. documentation
is required.

CAWG

CAWG

LOAN

Use “10” as damage code and “K21” in
“Removed part” field (“USM” for Routan only

Page 12 of 21

Enter number
of days and if
VW vehicle.

Customer Loyalty Assistance
Administration Guide

MARKETING ASSISTANCE (2CM) CLAIM VALIDATION
A customer repair order is required to substantiate the claim.
information must be included on the customer repair order:
−
−
−

In addition, the following

Description of Customer Loyalty Assistance provided
Monetary value of the offer
Brief justification for the claim (why did you think assistance was appropriate)

Copy of WISE approvals and approval emails are not required. Claims should then be emailed to
vwgoodwill@vw.com or fax it to 248.754.6507.
This process is not in place to re-evaluate CARE and/or FOM decisions. Claims would only be
levied back or cancelled due to improper claim submission or if claim was in violation with outlined
policies.

Correct Repair Order Documentation
Gift card provided for $125 for dinner. Vehicle broke down while on
vacation. Offering dinner as to acknowledging inconvenience.

Incorrect Repair Order
Documentation
Provided gift.

Repaired torn passenger seat. Repair not warrantable. Customer
indicates no outside influence. Acknowledging loyal customer with
$500 repair.

Driver side seat ripped.
Covering under warranty.

Providing free oil change to acknowledge vehicle breakdown while
travelling. Cost of service $50.

No charge oil change.

Assisting with cost to replace flat tire. Customer brand new vehicle
owner. To acknowledge recent purchase assisting with tire
replacement cost ($220)

Warranty will not cover tires.
VW to Goodwill.

2nd VW. Would like to recognize loyalty by covering the cost of out of
warranty repair. Total cost $1245.34.

Master cylinder failed.

Vehicle outside of warranty by less than 1000 miles. Assisting with
entire cost of out of warranty repair. Total repair cost $672.43.

Vehicle not under warranty.
Paid for inoperable door.

Customer 10,000 miles outside of warranty. Loyal customer
assisting with 50% of out of warranty repair costs. Total cost of
assistance $500.

Proactively paying for repair.

Page 13 of 21

Customer Loyalty Assistance
Administration Guide
CUSTOMER LOYALTY ASSISTANCE FLOW SUMMARY
Customer meets criteria for Customer Loyalty Assistance
Yes
Dealer Self-Authorization
Is the repair beyond the dealers repair cost limits ?
OR
Is the request for assistance beyond contribution
maximums ?
OR
Is the vehicle beyond the time /mileage limits ?

Yes

No WISE
Exception Request
Required

Submit WISE
Exception Request

Request
Approved

No

No

0% Assistance
indicated on WISE
Exception Request

Yes
VWoA will not
financially
participate with
request

X% Assistance
indicated on