Resources

Dealer FAQs


Claims

How much can we charge for a tire repair or replacement?

Tire repair: Retail rate.

Tire replacement: Retail rate, not to exceed MSRP.

How much can we charge for a tire repair or replacement? was last modified: January 18th, 2016 by DiamondKote
Most people understand that Road Protection is a “loss of air warranty”, however when a tire or rim isn’t losing air but there is a safety concern (bulge, broken belt, etc.), what is/is not covered?

The damage must be a result of striking a valid road hazard in order to qualify for a claim. There is no coverage if the broken belt or bulge is the result of a manufacturer’s defect.

Most people understand that Road Protection is a “loss of air warranty”, however when a tire or rim isn’t losing air but there is a safety concern (bulge, broken belt, etc.), what is/is not covered? was last modified: January 18th, 2016 by DiamondKote
What is the time frame for claims payment?

Once a claim has been approved and authorization provided, payments will be mailed directly to the dealership within 30 days from date of claim authorization

What is the time frame for claims payment? was last modified: January 18th, 2016 by DiamondKote
When are pictures required for a claim?

The following claims require photographs together with the claim submission:

  • Appearance protection
  • Tire replacement
  • Rim repair
  • Rim replacement
When are pictures required for a claim? was last modified: January 18th, 2016 by DiamondKote
When do we need pre-authorization to proceed with a claim and how long until we get an authorization?

Road Pro: When processing a Road Pro claim, there are 7 questions that determine whether the tire and/or rim will be covered. If all 7 answers meet the correct criteria for a valid road hazard, authorization is not required prior to the repair or replacement of a tire and/or rim, and the claim will be paid.

Protection Packages: Protection Package claims do not require pre-authorization prior to repair or replacement as long as the claims checklist is followed, as the protection plans specify the terms for repair or replacement.

Appearance Protection: Appearance protection claims (Corrosion, Exterior or Interior) do require authorization prior to repair.
Immediately upon submitting a claim you will receive an automatic reply containing the details of your claim and claim number. Within 24-48 hours you will receive a reply approving or denying the claim, or requesting additional information.

When do we need pre-authorization to proceed with a claim and how long until we get an authorization? was last modified: January 18th, 2016 by DiamondKote

Invoicing

When do we receive Diamond Kote/Walker Group Invoices?

Diamond Kote will invoice dealers directly for all Protection Plans submitted online on a monthly basis. Diamond Kote (a subsidiary of the Walker Group, a BC Corporation with a BC billing address) will mail and email a statement with applicable taxes based on the dealer’s billing address within 5 business days of the following month.

Payment terms are net 30 days and payable to:
Diamond Kote
Suite 300-1455 Bellevue Ave
West Vancouver, BC
V7T1C3

When do we receive Diamond Kote/Walker Group Invoices? was last modified: January 18th, 2016 by DiamondKote

Point of Sale

How do we order Point of Sale (POS) material?

All POS material can be ordered directly through the Diamond Kote office at 1-800-571-8923.

How do we order Point of Sale (POS) material? was last modified: January 18th, 2016 by DiamondKote

Protection Plan Information

Can a protection plan be transferred or cancelled?

Yes, protection plans can be transferred or cancelled.

Can a protection plan be transferred or cancelled? was last modified: January 18th, 2016 by DiamondKote
Define “Current plus two model years old or newer.”
  • Current” represents the current calendar year.
  • Plus two model years old” represents the previous two calendar years.
  • Newer” represents a new model dated for the next calendar year.
  • For example: Current (2016) plus 2 model years old (2015 and 2014) or newer (2017).
Define “Current plus two model years old or newer.” was last modified: January 18th, 2016 by DiamondKote
Do we have to price at MSRP?

No, a dealer may sell for less.

Do we have to price at MSRP? was last modified: January 18th, 2016 by DiamondKote
How do I know what coverage the customer has purchased?

From Dealer Resources, DKOR, select ‘Search’. Enter the client’s search criteria and click ‘Search’. Locate the client’s information. The customer’s purchased coverage will appear under the heading ‘Coverage’.

How do I know what coverage the customer has purchased? was last modified: January 18th, 2016 by DiamondKote
How do I transfer or cancel a protection plan?

You can transfer or cancel a protection plan any time within the calendar month of registration.

From Dealer Resources, select DKOR, then ‘Search’ from the options at the top of the screen. Enter the client’s search criteria, then click ‘Search’.

Identify the protection plan you want to cancel and under the Status section click ‘Active’. A pop up will ask if you want to cancel the warranty, click okay.

Note: you may also reactivate the warranty following the same steps.

How do I transfer or cancel a protection plan? was last modified: January 18th, 2016 by DiamondKote
Who do I contact to cancel a protection plan after a calendar month has closed?

Contact Shelley Huston by email at shelley.huston@thewalkergroup.ca, and provide the protection plan number and the customer’s first and last name, along with the changes to the plan or cancellation request. Once completed, a credit will be applied to your account, if applicable.

Who do I contact to cancel a protection plan after a calendar month has closed? was last modified: January 18th, 2016 by DiamondKote

Dealer FAQs was last modified: February 4th, 2016 by DiamondKote