woman dialing American Auto Shield phone 1-800-531-1925

American Auto Shield Claims Process: A Quick 6-Step Guide

As an American Auto Shield customer, we are here to support you through each step of the claims process. Contact us at any time with questions or concerns regarding your coverage or claim. 

You can also take advantage of our online self-service features, view recently asked questions and answers, explore our solutions center, or join a conversation in our community space.


Here’s a guide to take you through the claims process step-by-step:

1.  PREVENT further damage

Take immediate action if you suspect a problem or when any of the lights or gauges in your vehicle indicate a problem. Auto protection plans will not cover car repairs for damage caused by continued operation after an automotive breakdown has occurred.

  • Stop use of the vehicle as soon as safely possible
  • Do not continue to operate your vehicle as it could result in further damage
  • Call 1-866-222-7869 for roadside assistance, if necessary

2.  CHOOSE a licensed repair facility

Take your vehicle to a licensed repair facility of your choice, or choose a repair facility in our Preferred Network.

3.  FILE your claim

A vehicle service contract claim can be initiated once your repair facility has diagnosed the failure to your vehicle. To preserve coverage eligibility, repairs must be authorized before service is performed.

Monday - Friday 6:00 am to 5:00 pm MST

Saturday 7:00 am to 1:00 pm MST

2024 Holiday office schedule

What do I do if your office is closed?

  • Estimate:  ask the repair facility to provide us with a written estimate of repairs
  • Records:  provide vehicle maintenance records, if requested

4.  AUTHORIZE inspection and/or teardown

Once your repair facility has initiated your claim:

  • We reserve the right to require an inspection of your vehicle to determine coverage prior to authorizing repairs.
  • In some cases, you may need to authorize your repair facility to tear down your vehicle to determine the cause of breakdown and cost of repair. If the breakdown is not covered under your contract, you will be responsible for teardown charges.
  • We will confirm coverage and covered repair costs according to the terms of your contract.
  • Any repairs not authorized by us, repairs not covered by the contract, and amounts above the limits of liability will be your responsibility.

5.  PAYMENT of authorized repairs

We will pay the repair facility directly for authorized repairs or additional contract benefits, minus your deductible. Payment for taxes related to parts and/or labor are determined by the tax code(s) where the repairs are performed.

6.  RENTAL car benefits

If your vehicle must remain at a repair facility for a covered breakdown repair with four (4) or more hours of authorized labor costs, you may be eligible for rental car benefits.

  • Authorized benefits are reimbursed to you according to your contract
  • Call 1-800-531-1925 to confirm rental car coverage