| Subject: | Motors Insurance Corporation (MIC) Extended Roadside
Plan |
| Models: | 2000 and Prior Cadillac Vehicles |
| Attention: | Dealer Operator, Service Manager, Warranty Administrator and Cadillac
Roadside Service Coordinator |
Important: "GM of Canada" and "IPC" Dealers are not authorized
to utilize this service bulletin.
The Motors Insurance Corporation (MIC) Extended Roadside
Plan provides customers with the same roadside benefits for their vehicles
that were provided as owner privileges while their vehicle was in warranty.
Customers receive a solicitation letter from MIC prior to the date their vehicle's
warranty will expire. This program was first announced in April, 1998,
via DCS171. At that time, an exception was the Cadillac Technician Program,
as that benefit was not included in the program. This benefit is now included.
MIC will pay a Cadillac dealership a maximum of $72 for a Cadillac Extended
Roadside Technician visit. This $72 includes the roadside fee and the charge
to perform the MIC covered service. These services include the following:
Any other repair performed on the vehicle will be at the owner's expense,
as outlined in the MIC Extended Roadside Customer brochure.
Cadillac dealerships will be able to submit to GM WINS for payment of
these services using a special labor operation number, Z6721.
The following process must be followed for the MIC Extended Roadside
Cadillac Technician cases:
| • | A roadside case will be established using Labor Op Z6721 when
the customer calls in for service and a technician is dispatched. Cadillac
Roadside advisors will have the ability to determine if the customer was an
MIC Extended Policy. Advisors will add the word "post" after the
condition field to notify the technician that this is a covered MIC Extended
Plan. |
| • | Upon completion of the service, the technician must contact Cadillac
Roadside to close the case. A Repair Order number must be provided by the
technician. Cadillac Roadside will not be able to close these cases without
an R.O. number. Dealers will not be able to get paid unless a case is closed
by the technician with an R.O. number and by a Roadside advisor. |
| • | The technician should use the Tech Line, 1-800-763-TECH
to close the case. It is important that cases be closed via the Tech Line,
rather than the Cadillac Roadside Service 800 number. Using the Tech Line
leaves the Roadside number available for our Cadillac customers in need of
assistance. After providing all the required information, the technician will
hear this confirmation message: "The specified information has been
accepted". The technician will then hear this new prompt: "You
may enter 1# to enter another transaction or 0(zero)# to leave an R.O. number
for an Extended Roadside service or speak with an advisor. If complete, please
hang up". |
| | A claim pre-authorization will be transmitted to WINS by GM Roadside
using the appropriate Repair Order number. Pre-authorization is required for
these claims to pay. Pre-authorization will be transmitted daily. |
| • | The dealership will submit the claim to WINS using the following
information. The claim must be submitted using the same detail contained in
the GM Roadside pre-authorization. |
| • | R.O. Number that was provided to Roadside |
| • | $ dollar amount (maximum $72) in Net Item |
Questions regarding payment status or pre-approval authorizations should
be directed to Cadillac Roadside Service or to the Cadillac Roadside Service
Coordinator at 248-874-4869. The Roadside Coordinator or a Roadside
advisor will be able to confirm that a pre-approval was sent to WINS. Please
remember that a case cannot be closed by Roadside, nor transmitted to WINS
without the R.O. number.
Important: If a technician is dispatched but unable to assist the customer and
a tow is required, the technician must call Cadillac Roadside Service in order
for a Roadside advisor to set up a new case and dispatch a AAA tow. Dealer
technicians cannot be paid for a tow under the guidelines of the MIC program.
The tow must be provided by AAA.
