1. Take your vehicle to any qualified repair center. The repair center will call us to open the claim.
2. One of our adjusters will contact the repair facility to verify the failure to your vehicle, and request a repair estimate.
3. An authorization number will be issued for the repairs that are covered by your service contract.
4. The repair center will review with you the options you have in repairing your vehicle, including your deductible or any other expenses.
5. After the vehicle has been repaired, you or your repair center will be paid directly upon submitting an invoice.

Questions about Purchasing a Prime Auto Care Contract:

Where can I purchase a Prime Auto Care Contract?
If you are interested in purchasing any of our PRIME products, please contact the Dealership from which you purchased your vehicle. If you did not purchase your vehicle from a dealership, please call our Customer Service at (800) 292-3555, or email us at CustomerService@primeautocare.com for further assistance. For more information about Prime Auto Care products, please click here.

How long has Prime Auto Care been in business?
Prime Auto Care, Inc. and its parent company has been in business for over 24 years.

What are your hours of operation?
We are open from 9:00 am to 7:00 pm Eastern Time, Monday-Friday.

How can I contact you?
You can contact us by phone, fax or email.
Our customer service number is: 800-292-3555
Our fax number is: 570-270-6124
Our mailing address is: 1081 Hanover Street, Wilkes-Barre, PA. 18706
Our Customer Service email is: customerservice@primeautocare.com
Our Claims email is: claims@primeautocare.com

Questions about My Existing Contract

I lost my contract, what should I do?
Call Customer Service at (800) 292-3555 and a representative will be happy to assist you. You can also email us at customerservice@primeautocare.com.

How can I change information on my service contract?
Please call Customer Service at (800) 292-3555 or email us at customerservice@primeautocare.com.

Do I need to cancel my contract in writing?
Yes, please call Customer Service at +1 (800) 292-3555 or email us at customerservice@primeautocare.com. If there is a refund due, it will go first to your lien holder and then to you.

My contract has expired. Can I get a new one?
Yes, you can purchase a new contract contract from your issuing Dealer, if your vehicle is still eligible for coverage.

Is my contract transferable to a different owner or vehicle?
Yes. The balance of your contract may be transferred to a different owner or vehicle. However, the transfer must be done at the time of sale. If the contract is not transferred at the time of sale the contract becomes void. There is a $100 fee to transfer the remainder of a contract to the new vehicle owner or new vehicle.

Questions about Claims

Where can I have my vehicle repaired?
You may have your vehicle repaired at the Dealer you purchased the vehicle from or the nearest authorized licensed repair center.

What is the claims procedure?

1. Prevent any further damage by taking your vehicle to any qualified repair center. The repair center will call us to open the claim.
2. One of our adjusters will contact the repair facility to verify the failure to your vehicle, and request a repair estimate.
3. An authorization number will be issued for the repairs that are covered by your service contract.
4. The repair center will review with you the options you have in repairing your vehicle, including your deductible or any other expenses.
5. After the vehicle has been repaired, you or your repair center will be paid directly upon submitting an invoice.

What is your car rental policy?
The rental car coverage is based on the service contract coverage you purchased. Once claim repair is authorized, your claims adjuster will advise you on the amount of rental coverage approved.

Do you charge more than one deductible if I have multiple repairs done at the same time?
No. You will only be charged one per occurrence (deductible) charge per visit to a repair center.

Do you pay the shop directly?
Yes. We will pay the authorized amount of your repair directly to the repair facility.

What if I have an emergency repair done while you are closed?
You may submit a copy of the repair order and a letter of explanation to our Customer Service Department for payment consideration. You may also email it to us at: customerservice@primeautocare.com

How do I submit an invoice for payment?

You may submit an invoice for payment via fax, email, or by United States mail. Please go to our contact page for contact information. Your invoice should include the following:

1. The repair facility business name, address, and phone number.
2. The contract holder’s name and address.
3. Vehicle information: Year, make, model, VIN and mileage at the time of repair.
4. A breakdown of the parts and labor needed to repair the vehicle.
5. The Authorization number that was issued for the repair.

Once an acceptable invoice is received, a check will be issued for the amount that was authorized for the repair of your vehicle.

Can I contact you via email if I have questions or other concerns?
Yes. You can email us at customerservice@primeautocare.com.

How do I make a claim for Prime GAP, Prime Tire and Wheel, Prime Key/Remote Replacement, Prime Paintless Dent Repair or Prime Windshield Protection?
Contact the claims department for those products at 888-684-9327.

How do I make a claim for the Prime Nano Forcefield Appearance Protection?
Contact the claims department for Prime Nano at 800-810-8458.

For Roadside Assistance, who should I call?
Contact our emergency roadside hotline if you need assistance at 866-330-0760

Phone: 800-292-3555
Fax: 570-270-6124
Email: CustomerService@primeautocare.com