WISE Exception
Request

Request Submitted to VWoA for payment

Yes

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

Is this a repair that would
have been covered by
Warranty if it had not
expired ?

No

No

Gift provided to acknowledge a repair or
experience event : Dinners , lease payments ,
accessories, gift certificates, etc . . .
OR
Repairs that would not be considered by
Warranty because the repair is needed do to a
non-warrantable condition

Yes

Yes

Submit as 210 Claim

Submit as 2CM Claim

Please follow claim entry guidelines
following existing Warranty and
Customer Loyalty Assistance Policy
and Procedure .

Please follow claim entry guidelines
following existing Warranty and Customer
Loyalty Assistance Policy and Procedure .

Claim paid

Claim submitted
following existing
guidelines ?

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Claim returned
for modification

Customer Loyalty Assistance
Administration Guide
ADMINISTRATION
−

Occasional use of Customer Loyalty Assistance is highly encouraged. Dealers with a high
volume of claims, relative to their overall service volume, may be subject to further review.
All Warranty Policies and Procedures that are in place for a Warranty claim also apply to
Customer Loyalty Assistance.

−

Claims must be submitted within 30 days from repair completion date or are subject to
cancellation. Claims meeting program standards will be paid within 30 days.

−

Claims will not be paid until all required information is received.

−

Claims that are submitted without required documentation will be cancelled if not
resubmitted within 30 days from claim cancellation date.

−

All paperwork to substantiate the claim must be retained in accordance with Warranty
Policies and Procedures.

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Customer Loyalty Assistance
Administration Guide
CUSTOMER LOYALTY ASSISTANCE CHECKLIST
All documentation such as repair orders must contain the following information:
Indication Customer Loyalty Assistance was provided
Monetary value of the offer
Brief justification for the claim

Exception Request (WISE Claim Request) only required if:
Claim is beyond dealers repair cost limits
Claim is beyond contribution maximums
Vehicle is beyond the time/mileage limits

SAGA claim submission tips:
2CM or 210 claim type
Correct Service number
Complete labor operations and part numbers
Complete claim comments along with WISE tracking number
Correct repair reception and completion dates
Correct mileage
Correct Customer Loyalty Assistance share percentage
Compliance with all Warranty Policies and Procedures
Faxed or emailed documents for 2CM claims only

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Customer Loyalty Assistance
Administration Guide
TOOLS AND RESOURCES
To effectively administer Customer Loyalty Assistance the following tools are/will be available:

Tool

Location

WISE (Exception Process)

https://www.vw-wise.com

411 Customer Loyalty
Assistance Updates

WISE > Resource Center > Videos

WISE Goodwill
Authorization Process
Video

WISE > Resource Center > Videos > Operations Section Videos >
Goodwill Authorization

Individualized Coaching
Programs

Individualized coaching programs are also available. If you are
interested in an individual coaching session please send an email to
vwgoodwill@vw.com to arrange a time.

Page 17 of 21

Customer Loyalty Assistance
Administration Guide
QUICK REFERENCE
Claim
Type

Definition

VW
Contribution

WISE
Exception
Process

Auth Limits
(Per Visit Limits)

Claim
Submission

DEALER PARTICIPATION IS ENCOURAGED

Technical
Assistance
210

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

100% for
the first
12/12
outside of
NVL or PT
Warranty
and
75%
assistance
within 2/24
from NVLW
or PT.

Tier 1: $2000
Tier 2: $1500
Non-SelfAuthorized:
Pre-authorization
required via the
Exception
Process on WISE

VW cost participation
greater than 75%
beyond 12/12.
or
Additional assistance
beyond authorization
limits.

Entry into
SAGA

or
Assistance beyond
24/24 past NVLW or
PT warranty

Assistance with a repair that
would not be covered by a
Volkswagen warranty.
NonWarrantable
Technical
Assistance

2CM

Repair does not fit
Warranty Policy and
Procedure
Repair that has parts
and/or and labor
associated (only
exceptions are Goodwill
maintenance claims and
accessories).

Tier 1: $2000
Tier 2: $1500
100% for the
first 12/12
inside NVLW

Non-SelfAuthorized:
Pre-authorization
required via the
Exception
Process on WISE

VW cost participation
beyond 12/12

Entry into
SAGA
and
Customer RO
required

Vehicle age, mileage and
nature of repair should be
considered when determining
amount of assistance.

Tier 1: $750

Marketing
Assistance

Gift provided to
acknowledge a repair or
experience event:
2CM

-

Dinners
Lease payments
Accessories
Gift certificates

Tier 2: $500
Tier 1: $750
Tier 2: $500

Non-SelfAuthorized:
Pre-authorization
required via the
Exception
Process on WISE

Page 18 of 21

Assistance beyond
VW contribution
amounts

Entry into
SAGA
and
Customer RO
required

Customer Loyalty Assistance
Administration Guide

LOYALTY ASSISTANCE FAQ
Question

My claim is taking longer
than expected to process.
Why the delay?

Answer
The most common reason for delays is the result of improper
documentation on 2CM claims. In addition to submitting your
claim into your DMS/SAGA, a copy of the customer repair order
must also be provided.

Here are the top few reasons for claim cancellation. Keep in
mind; claims are being reviewed for adherence to Warranty and
Customer Loyalty Assistance Policies and Procedures. Claims will
not be cancelled for decision making.
1. The necessary paperwork required to process a 2CM claim
was not provided.

My claims are being
“denied” why?

2. Existing Warranty Policies and Procedures was not adhered
to when submitting the claim. Customer Loyalty Assistance
is not a means to bypass any existing Warranty Policies and
Procedures.
3. Submission of a denied/adjusted Warranty claim.
4. Claim submitted more than 30 days from the repair
completion date are subject to cancellation.

What if Customer Loyalty
Assistance is not indicated
on the customer repair
order?

The claim will be subject to cancellation. A copy of the final
signed customer repair order is required. RO must indicate:
1. Customer Loyalty Assistance was provided
2. Monetary value of the offer
3. Justification for the claim
The Exception Process is for consideration of assistance:

What is the Exception
Process and when do I use
it?





Beyond dealer authorization guidelines OR
Beyond Volkswagen repair contribution maximums OR
Beyond Volkswagen authorization time/mileage maximums.

This process is reserved for situations that merit special
consideration.

Page 19 of 21

Customer Loyalty Assistance
Administration Guide
Question

How do I submit for an
exception?

Answer
To submit for an exception (or pre-authorization) 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.
When submitting the claim for pre-approval, make sure the request
clearly indicates why the case merits additional consideration.

Why do I need to submit a
customer RO for every
2CM claim? It seems like
unnecessary work?

2CM Customer Loyalty Assistance accounts for less than a quarter
of all Customer Loyalty Assistance claims. To keep the process
simple, all that is required is a signed customer repair order with a
description of what Customer Loyalty Assistance was offered.

Am I still required to
follow the 2CM claim
validation process if my
FOM or RCM approves my
claim?

Yes. You are still required to follow existing Policies and Procedures
when submitting that claim.

My FOM and/or RCM
approved a claim. Why is
it being “denied”?

I submitted a WISE
Exception and was
provided a tracking
number. Why is my claim
now being “denied”?

When a claim approved by a FOM and/or RCM is cancelled, it is due
to improper claim submission. The decision is not being denied.
Regardless of who approves the claim, the expectation is that all
Warranty and Customer Loyalty Assistance claim coding procedures
are adhered to when submitting the claim.

A WISE Tracking Number approves a decision. When a WISE
approved claim is cancelled, it is due to improper claim submission.
The decision is not being “denied”. The expectation is that all
Warranty and Customer Loyalty Assistance claim coding procedures
are adhered to when submitting the claim.

Page 20 of 21

Customer Loyalty Assistance
Administration Guide

Question
Is there a time limit on
Customer Loyalty
Assistance claim
submission?
I submitted a WISE
exception request and
obtained a tracking
number. Why am I being
asked for additional
approvals?

Why is my claim in
“processing status” even
after I have submitted all
required documentation?

Answer

Yes. Claims must be submitted within 30 days from repair
completion date or are subject to cancellation.

When a WISE exception requested is submitted, a system
generated tracking number is provided. This is not an approval
number, but documentation that your exception request was
received.
Approved claims will indicate an approved percentage of
assistance 1-100%. Denied claims will indicate 0% assistance
It may be that your claim is requiring correction or confirmation.
Please see claims pending on the Process/Confirm tab on the List
of Claims screen in SAGA. Open the claim record and look for the
data (1) flagged for correction or (2) changes flagged for confirmation.




When you accept the changes, you will need to return the
claim.
When you accept the correction, you will need to re-submit
the claim.
When you reject the claim, enter rejection comments and
return claim for processing.

Page 21 of 21