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Common Acronyms, Abbreviations, Terms & DefinitionsGLOSSARY

SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE-SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE - SUPER-CH / CUST: Contract Holder / Customer. The product/policy owner of a Vehicle Service Contract or a Warranty.Claim: A demand for benets under a Warranty / VSC.CM: Case Manager. An assigned Customer Support Subject Matter Expert that works directly with a customer until a specic issue is understood/resolved.COF: Cause of Failure. The root cause for a determined failure within a vehicle.CXL or Cncl: Cancel / Cancelation. What happens when coverage is no longer desired on an eligible vehicle, or when another party determines Contract/Warranty ineligibility.COMM: Vehicle being used commercially. Requires specic questions to be asked.Commercial Use: Includes, but is not limited to, a VEHICLE used in farming, agricultural, ranching, construction, transportation of persons or property for hire, route sales, route service, inspections, examinations, maintenance, repair, gardening, lawn care, carrying personal tools to the job site or a VEHICLE that advertises a commercial enterprise with signage.Consequential Damage: Damage as the result of the failure of another part.Cosmetic Damage: Minor scratches, scrapes, abrasions, dents or nicks to the surface of wheels that do not affect the structural integrity of the wheel, and can be repaired through normal cosmetic repair procedures.Coverage: What we agree to repair or replace.2WD, 4WD, AWD, FWD: Two Wheel Drive, Four Wheel Drive, All Wheel Drive, and Front Wheel Drive.3Cs: Complaint, Cause, Correction. The key part of a claim that documents the reason a customer brought their vehicle in for repairs, what was found to be wrong with the vehicle and for the remedy the issue(s).Additional Benets: Roadside Assistance, car rental, etc. Varies by plan.Administrator: The entity that administers / handles a Vehicle Service Contract / Warranty.AllData®:Database used to research part prices and labor times (others: Prodemand/Mitchell1, Identix)AM: Aftermarket. A type of part that is new, but not made by the original manufacturer of a vehicle.APC (Paylink): A company that sells contracts to customers when their prior contract expires and continued coverage is desired.AWS: Alpha Warranty Services. A Vehicle Service Contract and Warranty company within the Cadence Innovations Group.Betterment: The repair or replacement of parts that have not failed, but are recommended.CEL: Check Engine Light. An indicator light that illuminates on an instrument cluster within a vehicle when a potential issue is detected.

SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE-SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE - SUPER-GAP: Guaranteed Asset Protection. A type of insurance that pays off the loan on a vehicle that is a total loss when its value is less than what is owed for it.Ineligible: A vehicle that does not qualify, or no longer qualies, for a contract.Interference Engine: A four stroke internal combustion engine in which the valves in their fully open position extend into an area through which the piston may travel (they interfere).Intermix: Resulting substance when coolant mixes with oil, usually in the engine.LH: Refers to the entity (if any) that has made a loan to nance a product/service.Limit of Liability (LOL): The maximum amount we can pay for covered repairs.LF: Left Front. An area of a vehicle.LKQ: Like Kind and Quality. Used parts from the same model / year of the failed vehicle.Long Block: The engine block, crankshaft, connecting rods, pistons, cylinder head, camshaft, and valve train.LR:Left Rear. An area of a vehicle.LVM: Left Voicemail. What is commonly done when a phone call is not answered.Mechanical Breakdown: The inability of a covered part to perform the function for which it was designed due to defects in material or the original manufacturer’s workmanshipCP: Customer Pay. When a customer is obligated to make a payment towards a part / service.CQ: Customer Questions, a set of questions the customer needs to answer.Curb Impact: Damage to tires and wheels due to contact with medians, curbs, parking stops or other similar hazards in the roadway.DAP: Dealer Access Portal, the system the dealership uses to sell contracts.Deductible: The amount the contract holder must pay towards the authorized amount.DIAG: Diagnosis, technical ndings after a failure is found / reported.DL: Dealer, commonly used to refer to the Selling Dealer.DO: Dealer Obligor, the dealer is the obligor for the contract (The one who pays).Eligibility:Requirements for a vehicle to qualify for coverage.EOC: End of Contract, a common warranty option for parts/labor from our vendors.Exclusion(s): A list of circumstances / failures and items / parts that are not covered.Exclusionary: A type of contract that covers all part except those specically excluded.

SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE-SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE - SUPER-Options / Optional Benets: Hi-Tech, Seals and Gaskets, Commercial Use, Lift Kit & Tire Modication, Service Drive, Optional deductibles.PCRS: Online processing system that houses contract and claim data, allows for outgoing payments to other involved entities and for scheduling services in conjunction with determining potential for coverage.PDR: Paintless Dent Repair. A repair procedure that is intended to eliminate imperfections in metal body panels on a vehicle, without adding paint material to the panel(s).Powertrain: The primary vehicle parts that generates power (engine and transmission)POF: Point of Failure. The identied area / source that promoted / caused a mechanical breakdown of one or multiple vehicle components.Pre-Existing: A condition that may reasonably be assumed to have existed prior to the sale date a Vehicle Service Contract / Warranty. PRE-EXISTING includes but is not limited to any part that was broken, worn beyond serviceable limits, or making noise at the time of purchase. Any part or system that was not functioning properly upon the rst attempt to operate or upon rst inspection is also considered PRE-EXISTING.Prodemand/Mitchell1: Database used to research part prices and labor times (others: AllData®, Identix)PQ:Part Quote. A request for cost efcient components from a partner vendor in conjunction with handling a covered repair within a Vehicle Service Contract / Warranty.MIL: Malfunction Indicator Light / Lamp.MR: Maintenance Records. Veriable and printed proof or prior service / maintenance having been completed on a covered vehicle.MSRP: Manufacturers Suggested Retail Price. What a vehicle manufacturer suggests as the list price / cost of a vehicle or parts for a vehicle.NADA: National Auto Dealer Association. Owned by J.D. Power & Associates, a database of vehicles and their values depending on various factors.Non-Interference Engine:A four stroke internal combustion engine in which the valves and pistons never interfere with each other, unless there is a dramatic internal issue.NPA: No Prior Authorization. When a repair or multiple repairs are completed before an administrator provides authorization for it / them to be completed.Obligor: The entity obligated to perform (pay) under a Vehicle Service Contract / Warranty.ODO: Odometer / On Odometer. The device that displays the distance a vehicle has traveled under its own power, measured in Miles or Kilometers.OEM: Original Equipment Manufacturer. The main manufacturer of the original parts used to assemble a vehicle during production. Also, the replacement parts when the originals fail.OG:Original Adjuster. The claim adjuster assigned to a claim for a contract holder.

SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE-SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE - SUPER-Road Hazard: Refers to an object or a condition that should not be present on a public roadway, such as nails, glass, potholes, rocks, tree limbs or any other object or condition not normally found in the roadway.RR:1) Remove and Replace/Repair - A repair procedure., 2) Right Rear - An area of a vehicle.RSA: Roadside Assistance, a benet for contract holders and employees with a $50 / $100 per incident maximum.Short Block: A partially assembly engine block, crankshaft, connecting rods, pistons and freeze plugs.SI: Self-Inspection; when a repair facility sends photos/videos to demonstrate a failure.SME: Subject Matter Expert, a specialist in a specic area.SPP: Service Payment Plan, a loan to purchase a service contract.Stated Coverage: A contract that lists all the parts eligible for coverage.Sub-model: The trim level / body style of a specic vehicle model, varying by vehicle make and model year.Surcharge: An additional charge that makes an otherwise ineligible vehicle eligible.TD: Teardown. A procedure occasionally necessary to verify a reported mechanical breakdown.PRI: Previous Repair Invoice. A veriable receipt / invoice that conrms a previous repair to a vehicle was completed on a certain date, with a specic odometer reading and paid for.QA: Quality Assurance. A group that upholds high quality standards within an organization through thorough review and constructive feedback to improve relations and business representation.Reman: Remanufactured part. A vehicle part that had previously failed but has been repaired to its original design / construction for use on other vehicles.RepairPal: A company that provides customers with information for the best performing auto repair facilities is a given area, so they receive honest and affordable car care.RF: 1) Repair Facility - A business that works on repairing the mechanical breakdown of vehicle components. 2) Right Front - An area of a vehicle.RFD: Reason for Denial. The explanation as to why a component or specic failure does not have potential for coverage under the terms and conditions of the selected Vehicle Service Contract / Warranty.RI: 1 ) R e v i e w e d I n s p e c t i o n - C o n  r m a t i o n o f a n inspection being reviewed thoroughly by a claim adjuster.2) Remove & Install / Inspect. - A type of repair / inspection for a failure to part(s).RO: Repair Order, commonly used for Repair Order Numbers specically and used to document dates, odometer readings, complaints and corrections involving the mechanical breakdown of vehicle parts.

SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE-SUPERCHARGEDSERVICEANDTECHNOLOGYPOWEREDBYAMAZINGPEOPLE - SUPER-TFR or TXR: Transfer. What can be done with a Vehicle Service Contract when selling the vehicle.Term: How long a contract lasts (time, miles, payments made for covered repairs).TP: Talking Points. Specic details a customer might expect during their claim that must be discussed.Used: A label for parts that have been used on another vehicle and are in working condition.Vehicle Class: A vehicle classication that determines the cost of the contract.VIN: Vehicle Identication Number. A unique, commonly seventeen digit number, used to identify a vehicle.Void: What can happen to a Vehicle Service Contract or Warranty due to nonpayment, misrepresentation, fraud, or the ADMINISTRATOR’S determination of VEHICLE or CONTRACT ineligibility.VSC: Vehicle Service Contract. An optional contract that guarantees coverage for specied repairs. Also referred to as service contract, or protection plan.Warranty: A product included in the purchase price of an eligible vehicle, a promise to stand behind the product.WIS: Warranty Inspection Services, an unbiased 3rd-party inspection service used to conrm failures.ZOOM: A sales portal where agents & dealers input contracts and make payments.