Customer FAQs

Our products are sold mainly through the business office at participating dealerships at the time of vehicle sale or lease. Some products are sold through the service drive. Please visit your local dealer to find out more.

Prices for ancillary protection products vary depending on make, model, mileage, etc. of the vehicle. Please contact your local dealer for specific pricing and eligibility.

Some products have deductibles but many of our products do not. Please refer to your contract or selling dealer to review the features and benefits of your purchased product.

Yes! Please see your local dealer to review these products.

Unfortunately, coverage may not be upgraded after the time of sale.

We’ll be happy to help you. Please contact us at 800-742-7896 or send us an email.

Please refer to the front page of your agreement. There you will be able to find the coverage term and the purchase date. Your contract will expire the number of selected months/years from the date you purchased the contract or for some contracts when you have reached the mileage limitation.

For example: If you purchased GAP on 10/1/14 with a 5-year term, your contract will expire 9/30/19.

We’re happy to help you. Please send us an email with a request to change your address or call us at 800-742-7896 to update your address.

Congratulations! Please send us an email with your new name and new address or call us at 800-742-7896. Please have a copy of your marriage certificate handy.

Your selling dealer will be able to provide you with a copy of your contract, but we are also able to provide you with an unsigned copy if you send us an email or call us at 800-742-7896.

Filing a claim with Safe-Guard is simple and easy.

1. Call us at 800-890-7211
2. Initiate a claim online
3. Submit a written request to:
   Safe-Guard Products International, LLC
   ATTN: Claims
   Two Concourse Parkway, Suite 500
   Atlanta, Georgia 30328

If your claim requires pre-authorization outside of our operating hours, please refer to the section of your contract that refers to emergency claim information.

Please contact a Claims Specialist at 800-890-7211. We’ll be happy to assist you.

We recommend that you contact your selling dealer. They will be able to assist you with completing any necessary repairs and filing any claims.

If you purchased Key Protection for an automobile prior to August 1, 2012 call 866-456-0971.

If you purchased Key Protection for an automobile after August 1, 2012 call 877-221-2713.

If you purchased Key Protection for a motorcycle or recreational vehicle call 866-456-0971.

If you don’t recall your date of purchase or you are unable to obtain assistance via the numbers above, please contact us directly at 800-742-7896.

Please contact a Claims Specialist at 800-890-7211. We’ll be happy to assist you.

We recommend that you contact your selling dealer. They will be able to assist you with completing any necessary repairs and filing any claims. Please call us at 800-949-5680 for any assistance.

You can check the status of your claim online or contact us at 800-890-7211. Please have the following handy:

• Claim Number
• Last 7 digits of your VIN
• The Contract Holder’s ZIP Code

Please refer to your Agreement for the specific time filing requirement. Timelines vary by product.

Timelines may vary by the agreement that you signed. Most current GAP agreements require that claims be opened within ninety (90) days of the primary insurance settlement date (or within ninety (90) days of the date of loss if there is no primary insurance on the Covered Vehicle). All required documents must be submitted within two hundred ten (210) days of the primary insurance settlement date (or date of loss if there is no primary insurance). Please refer to your Agreement for specific terms and conditions.

This claim documentation is required to determine your GAP benefits. We’ll help make it easy and tell you what you need. You’ll then be able to obtain these documents from your:

• Insurance company
• Lienholder
• Dealership

The length of time it takes to complete the GAP process depends on how quickly we receive all of your required claim documents. It is beneficial for you to get in all the paperwork as quickly as possible. Once a file is complete, it will take on average 48 hours to determine your GAP benefits and another 3-5 business days to notify you of resolution.

We can provide written confirmation that you have GAP coverage and that you currently have a claim on file. Unfortunately, we cannot give specifics regarding the amount of the claim payment until the claim has officially been processed and the waiver benefit has been approved. Please have your dealer refer to your contract regarding the specifics of your coverage.

Your GAP waiver benefit is based on the balance owed at the date of loss. If you choose to pay your loan off prior to the completion of the adjudication of your approved claim, your lender will forward any refunds owed to you. Please note: GAP waiver benefits may not cover certain fees such as delinquent payments and late fees. Please see your GAP Deficiency Waiver Addendum for details.

We recommend that all our customers maintain their monthly payments until the GAP claim has been adjudicated. Unless other arrangements have been made with your Lender, you will be held responsible for these payments. Further, GAP does not cover any interest or late fees after the date of loss. To keep your credit in good standing, it is highly recommended that you keep your payments current. Your waiver benefit is based on your outstanding balance at time of loss (except for non-covered fees). If you continue to make your payments, there is a possibility that the authorization of a waiver benefit will create overage on your account. Your Lender will refund any remaining overage on your account directly to you once the waiver benefit has been applied. If you choose to pay off your loan prior to the completion of the adjudication of your claim, your lender will forward any overage amount to you.

GAP waives the difference between the Unpaid Net Balance owed at the date of loss and the value of the vehicle at the date of loss. Unfortunately, GAP does not cover any taxes or tag fees that may be owed by the primary insurance company.

Your contract cannot be transferred to another vehicle, but it may be transferred to another owner in a sale between private parties. Please refer to your agreement to confirm if your specific coverage is transferrable and view any applicable transfer fees.

You can initiate a transfer online or contact us at 800-742-7896.

Many contracts are cancellable. Please refer to your agreement for the specific cancellation details and any applicable cancellation fees.

You can initiate a cancellation online or contact us at 800-742-7896.

Please allow 5-10 business days for processing of a refund to a dealer after receipt of all required documents. Refunds are sent to the selling dealer and then applied to the loan balance or refunded to the customer.

Cancellations refunds are sent to your selling dealer. If you have already cancelled through your dealer, you can check the status of your cancellation online or contact us at 800-742-7896.

We have four office locations:

Safe-Guard Products – Global Headquarters
Safe-Guard Products International, LLC
Two Concourse Parkway, Suite 500
Atlanta, Georgia 30328
Telephone: 800-742-7896

Safe-Guard Products – Irvine Office
18100 Von Karman, Suite 150
Irvine, California 92612
Telephone: 800-742-7896

Safe-Guard Canada
1790 Matheson Blvd, Suite C-3
Mississauga, Ontario L4W 0B3
Telephone: 855-806-1533

Safe-Guard Canada – Sales & Training Office
9800 Cavendish Boulevard, Suite 201
Saint-Laurent, Quebec H4M 2V2
Telephone: 855-806-1533

Our Claims Center is open:

Mon-Fri – 7:00am to 8:00pm Eastern
Saturday – 8:00am to 5:00pm Eastern

The Customer Service team is available

Mon-Fri –8:30am–8:00pm Eastern
Saturday–8:00am–5:00pm Eastern

All other departments are:

Mon-Fri – 8:30am to 5:30pm Eastern