LGM Financial Services

Intro to Supporting the Automotive Industry 1

• Intro to Supporting the Automotive Industry

Office Safety Measures 1

• Office Safety Measures (Fire Drills and CSST)

New Hire Onboarding - Intro to CX 1

• New Hire Onboarding

Product Launches (Includes Trainings) 3

• Intro to BMW Motorrad - Part 2 (Customer Care)
• Intro to BMW Motorrad - Part 1 (Customer Care)
• May 8th 2023: LAUNCHED: BMW Motorrad Debt Waiver

Rate Changes 0

Promotions 0

Tech Tips 34

• Tech Tips February 2022
• Tech Tips - April 2024
• Tech Tips November 2023
• Tech Tips September 2023
• Tech Tips - July 2023

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General Inquiries 18

• What currency is stated in my contract?
• How will I be notified of any changes to the terms and conditions of my agreement?
• Am I obligated to purchase a GuardTree contract for financing?
• Why was I charged a different amount than usual for my subscription?
• What does replacement parts will be "Like, Kind, and Quality" mean?

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Purchasing & Eligibility 36

• Can I purchase GuardTree used car warranty anywhere across Canada?
• Can I purchase a GuardTree used car warranty no matter where my vehicle was licensed?
• Can I purchase a GuardTree used car warranty if my vehicle is being used outside the country?
• How do I know if my GuardTree Used Car Warranty will cover my claim?
• Do I need to maintain insurance in order to purchase GuardTree used car warranty?

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Billing & Payments 10

• When will I be billed for my GuardTree used car warranty subscription?
• What happens if my Payment Method changes?
• What happens if my Payment was not successful?
• Why was I billed on a different day than all other previous payments?
• How do I update my credit card information?

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Claims & Repairs 34

• Can I make a claim if there is already damage to my vehicle?
• I need a rental vehicle but my repair facility does not offer one. What do I do?
• Can any repair facility repair my vehicle?
• How do I file a claim?
• How long do I have to submit a claim after a breakdown?

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Subscription Management 14

• Can I cancel my subscription?
• How do I cancel my subscription?
• Can I receive a refund for my subscription?
• Why has my subscription been cancelled?
• Can I reactivate my subscription after it's been cancelled?

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The Hub 33

• Where can I find brochures, highlight sheets and forms?
• How do I get HUB access as a Financial Service Manager?
• How do I get access to submit claims and invoices online?
• How do I add a lienholder in HUB?
• Where can I view all contracts sold at my dealership?

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Online Claims 22

• What type of claims can be submitted online?
• What documents need to be uploaded to a claim?
• How do I submit a PPM claim via the mobile app?
• Why don't I see a "view claims" button?
• Why is the "submit " button not available when submitting a claim?

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Claims 66

• To make a claim under Anti-Theft Protection, the customer must file a theft report with their insurance provider within how many days of the theft?
• With who must a customer file a theft report with to make a claim under their Anti-Theft Protection?
• To qualify for the trip interruption benefit, within how many kilometeres must the client be away from their primary residence?
• Is the cost of fuel covered with the fuel delivery within the 24-Hour Roadside Assistance benefit?
• Exclusions on MBP fall under which categories?

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Claims Payments 18

• How can I request for payment online?
• What is required to receive payment on a claim within two business days?
• How is payment provided?
• How do I set up a WEX contact to receive payment on a claim invoice?
• Can I have more than one contact email for WEX?

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Quick Quote Guidance 26

• Why isn't a product populating in Quick Quote?
• How do I waive taxes for customers who are of Native status?
• Why can't I select LGM as a lienholder ?
• Can I honor old rates after a product's pricing has increased?
• What does it mean when I see the error message "A valid license is required"?

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Contract Cancellations 34

• How long does it take to receive a refund cheque?
• Can Anti-Theft contracts be cancelled outside 30 days?
• When can I submit a loyalty cancellation on behalf of a customer?
• Does a loyalty cancellation quote only apply if the new product is being sold to the exact same client?
• Do I have to sell the same product for a loyalty cancellation?

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Contract Amendments 17

• How do I know if my amendment request has been approved?
• Why has my amendment been rejected?
• How do I amend a contract holder's name?
• Can I add a secondary contract holder to a policy?
• How do I correct a VIN on a contract?

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Contract Transfers 12

• Can an Anti-Theft protection be transferred?
• How much is a transfer administration fee?
• How do I transfer a policy?
• Where can I find a transfer request form?
• What products are ineligible for a Transfer request?

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No Interest Deferred Payment Plan (NIDPP) 66

• What is the percentage of interest charged when customers are taking advantage of the NIDPP?
• Can I change payment frequency of an NIDPP contract?
• How do I change a customer's withdrawal date on their NIDPP coverage?
• Why are payments still being withdrawn from a customer's account after a policy has expired?
• Will I be invoiced a chargeback if the customer's refund on their NIDPP policy is being sent to the dealership?

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Product Knowledge 20

• On what MBP plans can we offer a $0 deductible?
• What is the additional fee to add Electric and Hybrid coverage to a plan?
• What is the vehicle eligibility requirement for a customer who would like to purchase MBP Essential for a used vehicle?
• What is the purpose of the Anti-Theft Protection in-store discount?
• How much of a mark-up is offered for certain sublet services and repairs to assist in covering expenses incurred by the repair facility?

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Product Knowledge (Loan Protection) 88

• Can the in-store credit be transferred to someone else?
• What documents must we provide to a client when selling an Insurance product in Quebec?
• What is the maximum benefit per month for Disability coverage on the Essential Plan?
• In what instances would the waiting period be waived for a Disability claim?
• How many hours must the customer work per week before making a Disability claim?

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Product Knowledge (Certified Pre-Owned) 23

• What features are included in the Certified Pre-Owned (CPO) program?
• What three points should always be included when creating an ad for CPO vehicles?
• Does the CARFAX® report need to be available when selecting inventory?
• How do I know if a vehicle is eligible to be certified?
• How do I sell a CPO warranty?

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Performance Monitoring 11

• What is performance monitoring?
• What dollar amount do I input in the “TAG” box in the performance monitoring tool?
• How come there is a deal missing in my performance monitoring report?
• How can I generate my performance monitoring report?
• Can I amend taxes in the performance monitoring tool?

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Accounting 7

• Can I change payment method for paying my invoices?
• Why do chargeback invoices default to my colleague's login name?
• Where can I find my profit?
• How do I calculate my dealer cost?
• Why did I receive an EFT deposit?

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FSM Leaderboard 1

• How do I access the FSM leaderboard?

Weekly Customer Care Updates - HUB Release 4

• SD MBP Pfaff - Track Event Participation
• Hub Release Notes - 205
• Hub Release Notes 206
• Hub Release Notes 207

FAQ 1

• SD Consumer Portal - FAQ