FAQ
Shield Protection
The Terms and Conditions sections of your contract can be used to answer most questions. If you do not have a copy, your selling dealer can provide one.
You must submit a Shield claim form to Kornerstone (see Filing a Claim on this website).
Tire repairs do NOT require pre-authorization. Simply fill out the Customer Information and submit it with receipts for reimbursement. Tire replacements and all other claim types DO require pre-authorization, except in the case of an “Emergency” repair as defined in your contract.
With the exception of tire claims, unless the repair is being completed by your selling dealer, Kornerstone will typically refer you to a specific service provider or dispatch a mobile provider. Depending on your location, most providers will accept payment directly from Kornerstone. A few will have you pay up front and submit your own reimbursement claim.
Pictures are required for Paint claims. Pictures may also be requested to expedite and verify other claim types.
Please see your contract terms and conditions for the complete list of coverages and exclusions. Here are the general coverages for each type of contract:
- Appearance Shield Interior – This plan protects your interior fabric, leather, carpets, and vinyl against damage from food, drinks, and many other materials. It also covers rips/tears and punctures (see contract for specific limitations). It does NOT cover neglect, abuse, normal wear, embossed/textured materials, or damage due to corrosive substances like acid or bleach (see contract for full list of coverages and exclusions).
- Appearance Shield Exterior – This plan protects your exterior paint, headlight lenses, and black molding from environmental threats like bird waste, tree sap, insects, hard water, UV damage, and many other environmental issues. It does NOT cover neglect, abuse, non-environmental damage, road hazards, accident damage, or caustic substances (see contract for full list of coverages and exclusions).
- Clear Shield – This plan protects your windshield against chips and cracks caused by flying road debris. It will provide repairs or replacements depending on the size and location of the damage. It does NOT cover other types of damage like vandalism, collision, off-road damage, or hail (see contract for full list of coverages and exclusions).
- Tire and Wheel Shield – This plan protects you against expenses from road hazard damage to tires, wheels (rims), and tire pressure sensors. It does NOT cover aftermarket wheels (rims), non-road hazard damages such as collision, vandalism, or flood, and it does not cover consequential damage to other areas of the vehicle (see contract for full list of coverages and exclusions).
- Enhanced Shield – This plan protects you against expenses from cosmetic alloy wheel (rim) damage, dents, and lost keys/remotes. It does NOT cover aftermarket alloy wheels (rims), wheel (rim) replacements, dents larger than 4″, unrepairable damage or dents, or keys/remotes that were not included at the time of sale (see contract for full list of coverages and exclusions).
GAP
The Terms and Conditions sections of your contract can be used to answer most questions. If you do not have a copy, your selling dealer can provide one.
If your vehicle is declared a total loss by your auto insurance company, here is a list of the required documents to file a GAP claim with Kornerstone:
- Insurance Documents
- Settlement letter
- Valuation worksheet
- A copy of the settlement check
- Policy declarations page
- Full police report, including officer’s notes (if a police report was not filed, have your insurance company provide a detailed Cause of Loss letter)
- Lender and Dealer Documents
- Payoff statement
- Full payment history with running balance
- Loan agreement/Retail installment contract
- Sales contract/Buyer’s order
This documentation must be provided to Kornerstone. Please refer to the Contact Us page for contact information.
Because a GAP contract is tied to the terms of the original loan, any changes to that loan will end the GAP coverage. If you refinance, you should cancel the contract through the selling dealer for a pro-rated refund, minus a cancellation fee. If you refinance, your lender should offer you a different GAP product to protect your new loan.
Yes. You can cancel your GAP contract at any time through the selling dealer for a pro-rated refund, minus a cancellation fee. The typical time to do this is if you sell your vehicle or pay off your loan.
If you qualify for a GAP claim, your contract will pay the difference between the cash value of your vehicle (usually determined by your insurance benefit) and the amount you owe to the bank, provided that you have made all of your payments on time. The GAP benefit will NOT cover the following:
- Missed payments, deferred payments, late fees, or added interest due to those charges.
- Any charges added to the balance after the inception of the financing contract.
- Refundable amounts from service contracts or other insurance products.
- Losses due to DUI/DWI, intentional damage, or criminal acts by the contract holder or permissive user.
Service Contract
The Terms and Conditions sections of your contract can be used to answer most questions. If you do not have a copy, your selling dealer can provide one.
Take your vehicle to the dealer that sold you your plan. If you are more than 50 miles from the selling dealer or other network dealer, contact Kornerstone to coordinate another service center in your area.
The dealer that sold you your plan (or other repair facility, if applicable) can help you coordinate a rental while your vehicle is being serviced. If your repair qualifies for coverage, they can usually include the rental expense as part of your claim, within the contract limitations.
If your repair is covered but your repair facility does not offer assistance coordinating your rental, you may rent a vehicle on your own and submit for reimbursement, within the contract limitations.
Yes and no. Most plans have a deductible, however, a few of our plans do not. Please refer to your contract for your deductible amount.
Typically, the deductible only needs to be paid one time on each repair visit, even if multiple items are fixed.
Yes. As long as the incident occurs within your contract’s coverage period, it will be covered whether you’re in or out of town (within the United States and Canada). Just let the local repair shop know you have a contract and have them contact Kornerstone for approval prior to the repair.
No. All out-of-pocket repairs must be pre-approved for you to receive reimbursement. See also “Emergency Repairs” in your contract’s terms and conditions.
If a breakdown occurs and renders the vehicle inoperable or unsafe when our office is closed, you may authorize the necessary repairs at your discretion. If any portion of the repair is being performed during our normal business hours, you must have the repair facility contact us as soon as we are open. If the repairs are completed outside our business hours, you must contact us the next business day to submit for potential reimbursement. You are responsible for all repair expenses if the breakdown is not for a covered item.
Towing benefits are included on all plans if there is a covered repair. Most plans have a separate phone number for towing services and roadside assistance. Check your contract terms and conditions or contact your selling dealer for the correct service provider and limitations. Qualified towing expenses can also be reimbursed within the contract limitations.
Your coverage period depends on the terms of your contract. If you are unsure about your coverage period, please contact the dealer that sold you the contract or refer to your contract’s terms and conditions.
Take your vehicle to the dealer that sold you your plan. If you live more than 50 miles from the dealer, contact Kornerstone to coordinate another service center in your area.
No. However, you can purchase additional contracts through the dealer that sold you the plan. They will review your eligibility and options. Keep in mind that new plans will not cover existing problems.
Yes. Certain repairs may require proof of maintenance. It’s always a good idea to hold on to service records, contracts, and receipts. You may be asked to show these records for related repairs. For your convenience, we keep thorough records of our sales and claims transactions.
You can cancel your service contract at any time through the dealer that sold it to you. Your refund will be prorated based on the amount of time/miles left on your contract, minus a cancellation fee. Please contact your selling dealer for these requests.
Most contracts are also eligible to transfer to the new owner if you sell the vehicle privately. For more information about transferring your contract, please refer to the terms and conditions of your contract or contact Kornerstone.
Typically, consumers purchase service contracts at the time they purchase their vehicle. Contracts may also be purchased at other times as long as it meets model-year and mileage requirements and passes an inspection. Please contact your selling dealer to see if your vehicle is eligible.
Yes. Kornerstone does not perform the inspections, but your selling dealership will perform an inspection if you are purchasing a contract.
Yes. Bring your vehicle to the dealer that sold it to you for an inspection to determine if you qualify for a contract.
You can cancel your service contract at any time through the dealer that sold it to you. Your refund will be prorated based on the amount of time/miles left on your contract, minus a cancellation fee.
You must maintain your vehicle according to the manufacturer’s recommendations.
- You must keep maintenance records.
- You must prevent further damage. Any damage resulting from the continued operation of an impaired vehicle will constitute failure to protect your vehicle and will not be covered.
- You must return your vehicle to the selling dealer for qualified repairs. If it is not possible to return your vehicle to the selling dealer, contact Kornerstone to coordinate another service center in your area.
- You must give authorization for any diagnosis/inspection expenses prior to repairs.
Prepaid Maintenance
Prepaid maintenance is rewarding you for your loyalty! Our dealerships want to give you the best deals for maintaining your vehicle because you are one of their loyal prepaid maintenance customers.
Your prepaid maintenance package is specific to your vehicle and dealership. It includes necessary preventative care items to keep you on the road, such as oil changes, tire rotations, and multi-point safety inspections, all at a discount!
You can schedule your services by calling your selling dealer or visiting their online service scheduler.
Your selling dealer can always look up your prepaid maintenance plan and tell you how many services you have left. If it’s time for an oil change they will also send you a reminder that you still have services you’ve paid for.
If you have another vehicle that uses the same type and similar quantity of oil, you can transfer the remaining services to the other vehicle. Please contact Kornerstone to transfer the remaining services. If you do not have a qualifying vehicle, you may cancel the contract.
Cancellations deduct the retail value of services received (not the discounted value) and a $25 cancellation fee. Any remaining value will be refunded to you, or to your lienholder if the product was financed. Please contact your selling dealer for cancellation requests.
Vehicle Theft Protection
The Terms and Conditions sections of your contract can be used to answer most questions. If you do not have a copy, your selling dealer can provide one.
Theft Protection is a theft deterrent program. The method of deterrent depends on which dealer provides the product. If your vehicle is stolen and not recovered within 30 days (or declared a total loss by your insurance provider), Theft Protection pays you a direct cash benefit.
Here is a list of the required documents to file a claim with Kornerstone:
- A complete copy of Primary Insurance Settlement Statement
- A copy of the theft/police report (this is the officer’s narrative that you must request from the police department)
- A copy of the original dealership buyer’s order (Motor Vehicle Contract of Sale)
- Some plans include reimbursement for incidental costs, even if the vehicle is recovered and is not a total loss. If your plan includes this benefit, submit receipts for those incidental costs
This documentation must be provided to Kornerstone. Please refer to the Contact Us page for contact information.
Some Theft Protection contracts include down payment assistance on your replacement vehicle. To qualify for this benefit, you must purchase your replacement vehicle through the same selling dealer within 120 days of the loss. Have the finance manager at the selling dealer call Kornerstone to check for eligibility and apply this benefit. This benefit will be sent directly to the dealer as a down payment on the replacement vehicle.
Some Theft Protection contracts are also paired with an Identity Theft Recovery benefit. If you have this benefit and believe you have suffered an identity theft loss, please contact ID Advocates, LLC at 877-338-4338. You can also visit their website at www.IDadvocates.com.