How Does an Extended Warranty Claim Work? A Step-by-Step Guide
When something goes wrong with your vehicle, the first question is often simple: “Is this covered by my extended warranty?”
The answer usually depends on more than the name of the failed part. The warranty provider may need to establish what has failed, why it failed, whether the component and cause of failure fall within the warranty terms, whether any exclusion applies and what repair cost can be authorised.
The extended warranty products available through MrWarranty are issued by Integrity Car Care Pty Ltd. Integrity assesses and authorises claims under the applicable warranty documentation.
While the exact terms vary between products and levels of cover, the practical claims process generally follows a series of steps. Understanding those steps before you need to make a claim can make the process much easier.
Something Has Gone Wrong - What Should You Do First?
If your vehicle develops a mechanical, electrical or electronic problem, avoid authorising repairs immediately if you intend to make a warranty claim.
Your first step should be to check your warranty documentation and contact the warranty provider or claims administrator as soon as reasonably possible.
For Integrity warranties arranged through MrWarranty, Integrity’s published claims process requires the claims procedure to be followed before repair work begins. Unauthorised repairs may affect whether assistance is available under the warranty.
If the vehicle cannot be safely driven, stop using it and arrange appropriate assistance.
Continuing to drive a vehicle after a warning light, overheating, loss of oil pressure or another significant fault can potentially cause additional damage.
Contact the Warranty Provider Before Authorising Repairs
This is one of the most important parts of the claims process.
A repairer may be able to diagnose the fault, but that does not automatically mean the repair has been authorised under the warranty.
Integrity should be contacted before repair work is authorised or commenced. The claims team can explain the next steps and, where appropriate, confirm an approved repairer or the process for using another suitable repairer.
For current Integrity products, claims enquiries are handled directly by Integrity Car Care. Contact details should always be checked against the current warranty documentation because claims contact information can change over time.
Can I Use My Own Mechanic?
In many cases, yes - but check with Integrity first.
Customers often ask whether a warranty claim means they must take their vehicle to a particular dealership or repairer. The products available through MrWarranty can allow repairs through an Integrity-approved repairer or, subject to the claims process, another suitable licensed repairer.
The important point is not to assume. Contact Integrity before engaging repair work so the claims team can confirm the appropriate repairer and authorisation process for your claim.
If you prefer a particular mechanic or dealership, you can raise that with the claims team. Whether the proposed repairer and repair cost can be accepted will depend on the circumstances of the claim and the applicable warranty terms.
The Repairer Diagnoses the Cause of the Failure
Once the vehicle is with the repairer, the next step is diagnosis.
This is more important than simply identifying the part that is not working. A claims assessor may need to understand the actual cause of the failure.
For example, a component may have stopped working because of an internal mechanical or electrical failure, but it may also have been affected by wear, lack of maintenance, contamination, overheating, an external impact, another failed component or an excluded event.
That distinction can be important because warranty cover is determined by the applicable terms, conditions and exclusions - not simply by the name of the component.
The repairer may need to provide Integrity with information such as:
the warranty number;
the vehicle details and current odometer reading;
the diagnosis and cause of failure;
a detailed list of parts required;
the labour required to complete the repair; and
the estimated repair cost.
Who Pays the Diagnostic Costs?
Diagnostic costs are not automatically covered.
Integrity’s warranty documentation explains that the customer can be responsible for diagnostic costs incurred to establish whether a failure is covered, unless those costs are accepted as part of an authorised claim.
This is an important distinction. Paying a workshop to investigate a fault does not itself establish that the resulting repair is covered by the warranty.
If diagnosis requires significant dismantling or specialist testing, it is sensible to make sure the claims administrator and repairer understand what is proposed before additional costs are incurred.
Integrity Assesses the Claim
Once the required information has been supplied, Integrity assesses the claim against the warranty that applies to your vehicle.
whether the failed component falls within the applicable cover;
the diagnosed cause of the failure;
whether an exclusion applies;
the vehicle’s servicing and maintenance history;
whether the warranty was active when the failure occurred;
any applicable claim limit;
the vehicle’s age, kilometres and condition;
the proposed parts and labour costs; and
the individual circumstances and merits of the claim.
The Integrity products distributed through MrWarranty are discretionary risk products rather than insurance policies. This means Integrity considers claims for discretionary assistance in accordance with the applicable warranty documentation. The customer is entitled to have the claim considered and to know the outcome of that decision.
A discretionary product should not be interpreted as meaning that there are no terms governing the claims process. Cover, exclusions, claim limits, servicing requirements and other warranty conditions remain relevant to the assessment.
A Claim Can Be Approved, Partially Approved or Declined
Not every claim has a simple all-or-nothing outcome.
A claim may be approved for the full authorised repair amount, approved subject to an applicable claim limit or contribution, or declined where the failure does not satisfy the warranty requirements.
There may also be circumstances where part of a repair relates to a covered failure while another part does not.
For example, the warranty may authorise the cost of repairing a covered component but the customer may choose to replace additional parts at the same time, use a more expensive repair method or upgrade the vehicle beyond its condition immediately before the breakdown.
Where the final repair invoice is higher than the amount authorised by Integrity, the customer can be responsible for the difference.
Claim Limits Matter
A claim limit is the maximum amount available for an approved claim under the applicable warranty level, subject to the full warranty terms.
Some products available through MrWarranty have specified dollar limits for particular levels of cover, while other eligible products can provide a higher or different claim limit structure.
If an approved repair costs more than the applicable claim limit or authorised contribution, you may need to pay the balance yourself.
This is one reason claim limits should be considered when choosing an extended warranty - not only when a claim occurs.
What Parts Will Be Used for the Repair?
The warranty provider assesses the repair required and the reasonable cost of that repair in accordance with the applicable warranty documentation.
Depending on the vehicle, its age and condition, the authorised repair may involve suitable new, used, reconditioned or non-genuine replacement components where permitted under the warranty terms.
If Integrity authorises a suitable alternative part and you would prefer a more expensive genuine or manufacturer-branded component, you may be able to choose that option and pay the difference, subject to agreement with the repairer and claims administrator.
The objective of the warranty claim is generally to return the vehicle to an appropriate condition following the covered failure, rather than automatically improve the vehicle beyond its pre-failure condition.
Does the Warranty Pay the Repairer Directly?
For an authorised Integrity claim, Integrity-authorised repairers will generally deal directly with Integrity for the approved repair amount. Once the claim has been assessed and authorised, a claims authorisation number is provided and the repairer can invoice Integrity for the amount approved.
If you choose to use your own repairer, however, the process may be different.
Some repairers are happy to communicate directly with a warranty provider, provide the required diagnosis and repair quotation, obtain authorisation and invoice the warranty provider for the approved amount.
Others may prefer not to deal directly with warranty companies.
In those circumstances, you may need to act as the conduit between your repairer and Integrity. This could involve obtaining the diagnosis, quotation or other information requested by Integrity, passing information between the parties and, in some circumstances, paying the repairer and then seeking reimbursement of the authorised amount from Integrity.
It is therefore important to confirm the payment arrangements with Integrity before repairs commence, particularly if you are using your own repairer.
The customer remains responsible for any amount outside the authorised claim — for example, an applicable shortfall, excluded work, an upgrade chosen by the customer or other costs that have not been approved.
What If Integrity Needs More Information About the Fault?
Sometimes the information initially provided by the repairer may not be enough for Integrity to assess the claim.
Integrity may ask the repairer to provide additional information, photographs, diagnostic results or further details about the cause and extent of the failure.
In some circumstances, Integrity may also ask for the vehicle to be taken to one of its repairers for a second opinion before making a decision on the claim.
If further information or a second opinion is requested, it is important to allow that process to be completed before authorising the repair.
The vehicle, failed components and other relevant evidence should remain available where required until Integrity has obtained the information it needs and the appropriate repair authority has been provided.
This is another reason to contact Integrity and follow the claims procedure before repairs commence.
What If More Damage Is Found During the Repair?
Sometimes a repairer discovers additional damage after work has started.
If that happens, the repairer should contact the claims administrator before carrying out additional work that is intended to form part of the warranty claim.
An initial authorisation should not automatically be treated as approval for every additional item subsequently discovered.
The additional damage may need to be assessed to determine whether it resulted from the covered failure, whether consequential damage provisions apply, whether an exclusion is relevant and whether the additional amount can be authorised.
What About Pre-Existing Faults?
Extended warranties are intended to respond to eligible failures occurring during the warranty period. They are not designed to pay for faults that already existed before the warranty commenced.
A fault is not automatically pre-existing simply because it appears soon after the warranty starts. The circumstances, diagnosis, vehicle history and available evidence may be considered when determining when and why the problem developed.
This is also why vehicle condition reports or inspections can be useful in some circumstances when arranging cover. Depending on the product and eligibility requirements, an acceptable inspection may help establish the vehicle’s condition when the warranty begins.
However, an inspection does not turn an existing fault into a covered future claim.
Your Service History Can Be Important
Keeping the vehicle properly serviced is an important warranty obligation.
The servicing requirements vary between products. Some Integrity products require servicing in accordance with the vehicle manufacturer’s recommendations, while particular warranty options may have additional time or kilometre-based servicing requirements.
You generally do not need to send MrWarranty or Integrity every service invoice as each service is completed, but you should retain your invoices and service history.
If a claim occurs, the claims team may request evidence that the servicing and maintenance requirements applying to your warranty have been met.
A service invoice should ideally identify the vehicle, date, odometer reading, work performed and the licensed workshop that completed the service.
What If a Claim Is Declined or You Disagree With the Amount?
If a claim is not approved, or you disagree with the amount authorised, the first step is to understand the reason for the decision and compare it with the applicable warranty documentation.
There may be a straightforward explanation — for example, an excluded component, an excluded cause of failure, a claim limit, servicing requirement or another warranty condition.
If you believe relevant information has been overlooked, additional information from your repairer, diagnostic evidence, service records or other supporting information may assist the claims team in reconsidering the circumstances.
If your warranty was arranged through MrWarranty and you do not agree with the claim decision or the amount offered, contact us before escalating the matter further. We can help you understand the reason provided, explain the escalation process and assist with having the matter referred for further review.
Integrity has an Internal Disputes Manager who is separate from the claims team. This provides an opportunity for the claim and the original claims decision to be reviewed independently within Integrity.
Following that review, the Internal Disputes Manager may uphold the original claims decision, determine that a different or higher amount should be offered, or agree that the claim should be paid in full, depending on the circumstances and information available.
The internal dispute-resolution process should be completed before escalating the matter externally.
If the matter cannot be resolved through Integrity's internal dispute-resolution process, eligible customers may then have access to the Australian Financial Complaints Authority (AFCA) for external dispute resolution.
The applicable complaint and dispute-resolution procedures should always be checked in the current warranty documentation.
Where Does MrWarranty Fit Into a Claim?
MrWarranty arranges Integrity warranty products as an authorised representative. Integrity is the product issuer and is responsible for assessing and authorising claims.
That means MrWarranty does not diagnose vehicle faults, assess repair quotations or make the decision about whether a claim is approved.
If you need to make a claim, diagnostic reports, repair quotations, photographs and other claim-related documentation should be provided directly to Integrity’s claims team — not to MrWarranty.
The appropriate claims contact details and claims procedure are provided in the Product Disclosure Statement (PDS) applicable to your warranty.
If you purchased your warranty through MrWarranty and you're unsure about the claims process, having difficulty understanding what is required, or would like help understanding a claims decision, you're welcome to contact us.
We can help explain the warranty documentation and claims process and, where appropriate, assist you in understanding how to escalate a matter for further review.
The assessment, authorisation and management of the claim itself remains with Integrity.
A Simple Extended Warranty Claim Checklist
Stop and assess whether the vehicle is safe to drive.
Check your warranty documentation.
Contact the warranty provider or claims administrator before authorising repairs.
Confirm the appropriate repairer and claims procedure.
Allow the repairer to diagnose the fault as authorised.
Make sure the repairer provides the information required for assessment.
Wait for claims authorisation before repair work proceeds.
Understand the amount authorised and whether you will have any contribution or shortfall.
If additional damage is discovered, obtain further approval before extra work is completed.
Keep copies of repair invoices, service records and claim correspondence.
Frequently Asked Questions
Can I take my vehicle straight to my own mechanic?
You may be able to use your own mechanic, but contact Integrity first. The claims team should confirm the appropriate repairer and authorisation process before repairs are arranged.
Can my mechanic start the repair while we wait for approval?
You should not assume so. If you intend to claim under the warranty, the required claims process should be followed and authorisation obtained before repair work commences.
If the failed part is listed as covered, is the claim automatically approved?
No. The cause of failure and the other warranty terms are also relevant. An exclusion, servicing issue, pre-existing fault, claim limit or other condition may affect the claim.
Are diagnostic costs covered?
Not automatically. You may be responsible for diagnostic costs unless they are accepted as part of an authorised claim.
Can I insist on genuine manufacturer parts?
The authorised repair is assessed under the warranty terms and may involve an appropriate alternative part. If you prefer a more expensive genuine component, you may be able to pay the difference, subject to agreement with the repairer and claims administrator.
What happens if the repair costs more than my claim limit?
If the approved repair exceeds the applicable claim limit or authorised contribution, you may be responsible for the difference.
Does MrWarranty approve my claim?
No. Integrity Car Care issues the warranty and assesses and authorises claims. MrWarranty can help explain the process and warranty documentation but does not make the claims decision.
Need Help With an Extended Warranty Claim
If you hold an Integrity warranty arranged through MrWarranty and something has gone wrong with your vehicle, the most important first step is to follow the claims procedure in your warranty documentation before authorising repairs.
Integrity’s claims team can confirm the next steps and the information required from your repairer.
If you need help understanding your warranty documentation or the claims process, MrWarranty can also help explain how the process works.
You can also visit our Claims & Repairs Help Centre for quick answers to common claims questions.
Important Information
This article provides factual and general information only and does not take into account your personal financial situation, objectives or needs. It is not legal advice and does not replace the terms and conditions of your warranty.
Skilled Promotions Pty Ltd (Authorised Representative No. 1308861) distributes Integrity warranty products on behalf of Integrity Car Care Pty Ltd (AFSL 247069). Claims are assessed by Integrity in accordance with the applicable warranty documentation and the individual circumstances of the claim.
Warranty products, claims procedures, contact details, benefits, limits, exclusions and conditions can change. Always refer to the current Product Disclosure Statement, Warranty Schedule and other applicable warranty documentation for the product you hold.
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