• How do I reset my password?
  All password request are handled by the verification center. Click the login button and use the Protective login page to reset/retrieve your password.
  
  
• I am not the Selling Dealer; can I process a claim for my customer?
  Customers are requested to return to their Selling Dealership within a 60-mile radius. If the Selling Dealership does not have a repair facility or if they are outside of the 60-mile radius they are allowed to work with any licensed repair facility, licensed by the state to operate business.
  
  
• What is required to start and process a claim?
  The date the vehicle was brought to shop, mileage on the vehicle at the time of repairs, and preferably a repair order number associate with the claim if available. We also request a reasonable diagnostic explanation, with part numbers, and labor hours needed for repair. Authorization for repairs must be provided before the work is complete.
  
  
• What if I do not have repair order numbers?
  Please provide us with the date the vehicle was brought in and the mileage at that time.
  
  
• How long till my eClaim is approved or denied?
  All eClaims are reviewed during normal business within 2 hours of submission.
  
  
• How will I be notified the status of my eClaims?
  Your will be notified via email, or feel free to log back into the website and check status.
  
  
• What type of warranty is needed for work performed by my shop?
  AUL seeks at minimum a 12-month/12,000-mile parts and labor warranty for repair work.
  
  
• How do I obtain payment for my repairs?
  Once the claim is authorized you will be provided with an authorization number. An authorization number must be provided by AUL and written on the repair order in order to submit for payment. The repair order must then be sent to payables department by fax or email (1-707-259-1878; aul.cpr@protective.com) with the parts & labor information, shop information, customer info including VIN, and the policyholder’s signature. The turnaround time for credit card payment is two hours on reception of the repair order.
  
  
• What are the responsibilities of the contract holder?
  The contract holder is responsible to pay for their deductible if applicable as well as any items that may be excluded from the policy such as/but not limited to maintenance items, hazardous materials charges, and shop supplies.
  
  
• Is if okay to use aftermarket parts?
  Yes. Original Equipment Manufacturer (OEM) equivalent Aftermarket (AM) parts are acceptable to use if it comes with a 12-month/12,000-mile parts and labor warranty. Note: The parts will be subject to comparison of OEM prices. If the AM parts are over the cost of OEM prices the authorized prices will reflect Original Equipment Manufacturer Suggested Retail Prices.