Thank you so much for the detailed explanation. So once Xcare approves a repair, you're saying Endurance will pay it out and that they have no veto power to deny a claim?We understand where these reservations come from and very smart to do your research on products ahead of time.
To launch and scale a product like XCare takes a village. While we completely endorse the philosophy of vertical integration, the reality is that you can’t simply throw a dart at the proverbial board and expect to hit a bullseye. Many companies have tried to do just that and failed and the people who get hurt the most, are the customers. We took this variable into account in the early days of the creation of XCare and ultimately decided to partner with AmTrust Financial to backstop the product due to their long term financial stability, Endurance for claims administration due to their claims processing capabilities, and due to our agreement allowing us to manage the experience end-to-end. When it comes to the claims process, all XCare claims go to a special XCare team within Endurance who look to us in order to make decisions, have oversight on every claim, enhance the product claims experience around XCare, and how it works around Tesla Service. We helped build the contract, select the team within Endurance, train them on new Tesla technical iterations (along other EVs) and make sure that every claim goes through with a positive experience. Claims efficiency is critical to achieve for a product like this and it takes time to dial in. Although Endurance is a large corporation that services millions of dollars in claims daily and has several products they offer at different price points, XCare is a premium product created by Xcelerate, modeled after products like AppleCare with the goal of achieving an excellent customer experience, and functions entirely differently than the rest of Endurance.
With regards to “people online only have good experiences with XCare if they contact someone in these forums to escalate things” This couldn’t be further from the truth since most of our members aren’t even on this forum ha. Yes, we have had a couple times where people have opted to go straight to the forums before directly communicating with one of our team members, but how we treat our customers does not differ whether you come straight to us, or to the forums – we react the same. We truly do this to help EV owners have positive experiences, that’s the “why” that powers our everyday. Believe it or not, we communicate to our customers way more than the communication you may see on this forum
To summarize, we have only grown larger and reinvested in our claims experience. Our customer success team has eyes on EVERY single claim that comes through and works with our customers and teams to resolve some of the trickiest situations. To showcase how we separate ourselves from everyone else, I want to leave a real world example of how we go above and beyond for customers… we currently have a customer who has a battery failure who should still be under the factory battery warranty (21’ Model Y w/ 82k miles). There was an odometer issue at the time of title filing which created a branded title situation (branded titles do not qualify for XCare coverage). Fortunately the customer has already corrected this issue with the DMV but Tesla still has it shown as a voided warranty on their end since the title was branded. We have guided the customer on how to make the “brand” removed from vehicle history, and WE are working with Tesla internally (on the customers behalf) to help get this corrected so his HV battery warranty is reinstated, so the customer isn’t stuck with a$13k bill. Any other “warranty provider” would have just cancelled the contract when seeing it was branded. We didn’t, we went deeper to understand why, and now helping the customer do something that is completely outside the realm of XCare. This is what you can expect from our team.
-Team XCare
Also when buying an extended warranty for an ICE, you sometimes have to show past maintenance records or current maintenance etc. Are there any such requirements to get a warranty through xcare?
