Setting up a new Warranty or making a claim on a VWFS administered Warranty is now managed within the VWFS Warranty System. You can click through to the VWFS Warranty System using the ‘Activate cover’ or ‘Make a claim’ shortcut menus.
Please note, you will need to be a registered user to access the system.
If you need help, please find below further useful warranty information. Simply click on the area of information you are looking for.
Activate cover by clicking on the 'Activate cover' shortcut.
Important Documentation
Audi
CUPRA
SEAT
Škoda
Volkswagen
Volkswagen Commercial Vehicles
Frequently asked questions
General
What do I use the VWFS Warranty System for?
The VWFS Warranty System is for:
- activating an Approved Used Warranty on all brands.
- activating Standalone MOT Cover (Audi, Volkswagen and Volkswagen Commercial Vehicles only).
- making a claim on Approved Used Warranty, Key Cover, MOT Cover (embedded in Approved Used Warranty), Standalone MOT Cover, or Extended Warranty.
User management
How do I become a registered user of the VWFS Warranty System?
The pre-agreed 'Approver' in your organisation will need to make the request for all subsequent new users by email (see FAQ below if you do not know who your approver is). Upon receipt of this email we will check the email address to confirm it has originated from a valid approver. Once confirmed we will set up the login account, email the details to the new user and email the approver to confirm the request has been processed.
The new user will be asked to change their password before they can use the system in full. Aside from the security benefits, this also ensures they can pick a password which is easy for them to remember.
How do I access the VWFS Warranty System?
You can access the VWFS Warranty system by clicking on the 'Activate Cover' or 'Make a Claim' links on this website.
I don't know who my organisation's approvers are. How do I find out?
Please call the warranty team and we'll tell you who they are - the contact numbers are available on the VWFS Insurance Portal and the VWFS Warranty System login page.
How do I close an account when someone leaves?
Account closure requests need to come from a nominated approver by email. It's important you tell us about leavers so that we can close off their access and avoid any illegitimate use which might incur costs for your organisation.
How do I recover a lost password?
There is a password reset option on the VWFS Warranty System login screen. Simply follow the link and you will be sent a new password.
How do I change my password?
If you think your password may have been compromised then you should change it without delay. Simply follow the same process as if you'd forgotten your password.
What do I do if I'm having a technical problem with the VWFS Warranty System?
If you are having a technical problem with the VWFS Warranty System, please call the VWFS Insurance Retailer Support line. The number can be found under the ‘Important phone numbers’ section on this page.
Do I need to capture customers' email addresses to set up a Warranty?
Yes - customers will be emailed a copy of the Confirmation of Cover along with the Cover Booklet. Accordingly it is important that you capture their email details so that we know who to send the documents to.
Will the system lock me out if I don't log out cleanly?
No - after a period of inactivity you will be required to log in again, but your account will remain active regardless. At the end of the day you can simply close your browser and shut down your machine as usual.
Product awareness
What does Approved Used Warranty cover?
You can familiarise yourself with the product by reading the Cover Booklet available to download under the ‘Important documentation’ section on this page. This is the same booklet that will be given to the customer by you at point of sale and by follow-up email generated by the system.
For non-Volkswagen Group vehicles, you will be able to offer the insured non-VWG Approved Used Warranty product. This is not available for Audi. The Cover Booklet for non-Volkswagen Group vehicles is also available for download under the ‘Important documentation’ section on this page.
What other benefits are there for Approved Used Warranty?
MOT Cover insurance is automatically included as part of the proposition for all brands. The exception is the Škoda Approved Used Warranty 2-year campaign (with Solutions PCP) where MOT Cover is not included as of 1st August 2022.
Key Cover insurance is automatically included for Audi and CUPRA.
Roadside Assistance is also included for all brands except SEAT and CUPRA.
For full details, please read the Warranty Cover Booklets.
In the event a customer sells the vehicle, is the cover transferrable to a new owner?
Yes - cover is automatically transferrable to any future vehicle owner while cover is still active unless traded into a VWG retailer. Please contact the technical team for further support.
Is Roadside Assistance part of the Approved Used Warranty proposition?
The AA provides Roadside Assistance using Volkswagen Group branded vehicles and roadside technicians. This applies to Approved Used Warranty for all core brands except SEAT and CUPRA.
Why do we have separate Cover Booklets for non-Volkswagen Group vehicles?
The warranty for non-Volkswagen Group vehicles is delivered as a policy of insurance. Accordingly, a different Cover Booklet is required. However, all claims will be handled by the same team.
If warranties on non-Volkswagen Group vehicles are an insurance product, do I need to take these customers through a demands and needs process?
No - you are not required to take customers' through a regulated sales process. Warranties for non-Volkswagen Group vehicles are provided via a group insurance policy issued to Volkswagen Group. Volkswagen Group pass on the benefit of the insurance directly to the customer.
Why don't we have any printed Cover Booklets for non-Volkswagen Group vehicles?
There is a separate document for vehicles which are manufactured outside of the Volkswagen Group. Given low volumes of sales, non-Volkswagen Group Cover Booklets are not printed. Customers will be emailed a copy of the Cover Booklet along with their Confirmation of Cover. You can access and view the Cover Booklets at any time by downloading them from the ‘Important documentation’ section on this page.
Who underwrites Approved Used Warranty for non-Volkswagen Group vehicles?
For policies that start before 01/01/2022, the underwriter is Volkswagen Versicherung AG. For policies that start from 01/01/2022, the underwriter is AWP P&C SA.
Is Approved Used Warranty valid for residents in the Republic of Ireland?
No. To be eligible for cover, policy holders must have been living permanently in the United Kingdom (England, Wales, Scotland and Northern Ireland) at least six months prior to the purchase of this policy.
Can I have an Approved Used Warranty & All-in plan at the same time?
No, Volkswagen Financial Services does not permit a vehicle to have two warranty policies at the same time.
What’s the difference between Approved Used Warranty and All-in Warranty?
Approved Used Warranty is provided as part of an Approved Used vehicle sale. Whereas All-in is an aftersales maintenance product to be provided to an existing vehicle owner which also includes the same Warranty cover as Approved Used Warranty.
Activation
Which vehicles can I offer an Approved Used Warranty for?
You can find the list of eligibility across all brands in the Cover Booklets, which can be accessed from the ‘Important documentation’ section on this page. If you are not sure, you can contact the Warranty team using the contact details provided under the ‘Important phone numbers’ section on this page.
Is there any warranty documentation to include in the handover pack to the customer?
For Volkswagen Group vehicles (Audi, Volkswagen, VWCV, SEAT and Škoda) you should provide the customer with a pre-printed Warranty Cover Booklet, which you can obtain through your normal stock ordering channels. You will also need to provide the customer with a copy of their Confirmation of Cover, which you will need to print from the VWFS Warranty System. Customers will also receive a copy of both documents by email the day after vehicle collection.
For non-Volkswagen Group vehicles (e.g. Renault, Ford etc.), there are no pre-printed Cover Booklets; an electronic copy will be emailed to customers when their warranty is set up. You should provide customers with a copy of their Confirmation of Cover, which you can print from the VWFS Warranty System.
It is important that for non-Volkswagen Group vehicles, you do not give them one of the pre-printed Cover Booklets because the cover in these is different.
Does the customer receive any sort of email confirmation when I activate a warranty?
Yes - they will receive an email the day after the date of collection. The email will contain a copy of both the Cover Booklet and their Confirmation of Cover.
What do I do if I need help activating a Warranty?
If you are having a problem with the VWFS Warranty System or have any warranty product related questions, please call the Warranty team using the contact details provided under the ‘Important phone numbers’ section on this page.
How do I know what cover to set up for a customer?
Enter the vehicle's registration number and other relevant details into the system and it will display the product(s) available for that vehicle. You will then be able to select the product that is right for the customer. Once selected, the correct policy term will be confirmed.
How soon before handover/collection can I set up the Approved Used Warranty?
Up to 8 days before (or after).
Claims
How quickly will any claims I submit be decided?
We aim to process the outcome of claims less than £800 within one hour and anything larger within four hours. The team will contact the repairers for any complex claims directly.
How will I know when my claim has been decided?
We will email your nominated contact(s) with a 'Decision Document' for each claim you submit. This will be sent the moment the claim has been decided, negating the need for you to continually check the system. The email subject line contains the vehicle make and model, its registration number and whether the claim is approved or declined, so you can quickly see at a glance the status of newly-decided claims.
All claims and their decisions will also be stored on the system, so you can access the 'Decision Document' this way if you wish too.
How do I challenge a claims decision if I disagree with it?
Please call the Warranty team and they can review the case. The contact details can be found under the ‘Important phone numbers’ section on this page.
Do you operate a self-approval process?
There is no self-authorisation. All claims should be submitted to the claim management team for validation. Failure to comply may lead to claims being rejected.
What is my labour rate?
The labour rate (i.e. hourly rate excl. VAT) is set by Volkswagen Group and is the same as that used for Manufacturer Warranty work. You can see your organisation's labour rate by creating a claim and looking in the top left of the LABOUR table. If you think this is the wrong rate then call us.
How often are the Parts codes updated?
Updates vary by brand but are updated at least once per month.
What is the handling fee on parts?
The handling fee is effectively the % mark-up we apply for you to the base parts prices from the factory. For consistency, we have aligned the handling fee to that used for claims against the manufacturer warranty.
How do I declare Factory Goodwill on my claim?
There is a field in the PARTS and also the LABOUR table which allows you to quote the % Factory Goodwill as defined in SAGA/2 for repairs. When defining a value in these fields, you also need to provide a SAGA/2 reference for the goodwill contribution. It is the responsibility of the Repairer to reclaim any balance of repair costs from Volkswagen Group directly.
How do I make a claim for repair against an Approved Used Warranty?
We've produced a simple guide for this. Just go to the ''How-to' support' section on this page and you can download it. If you need further help, please call the Warranty team.
Can I use the VWFS Warranty system for claims on an Extended Warranty?
Yes - but only where the warranty has been provided by VWFS (see later FAQ "How do I know if a customer has a VWFS-administered warranty?")
How do I know if a customer has a VWFS-administered warranty?
There are two ways to check this: 1) Check in VMS. If we have supplied the warranty then it will show 'VWFS' as the supplier. 2) In the VWFS Warranty System, search for the warranty by entering either the registration, the warranty ref or the VIN.
I have a vehicle which I think should have a VWFS Warranty, but I can't find it in the system. What should I do?
Call the Warranty team using the contact details provided under the ‘Important phone numbers’ section on this page.
How do I make a claim against the Key Cover product?
Audi and CUPRA provide Key Cover as part of the Approved Used Warranty. To make a claim, simply call the Warranty team using the contact details provided under the ‘Important phone numbers’ section on this page. There is no self-approval process for Key Cover claims, all claims must be reported prior to work being carried out.
Is there an Audit programme?
Yes, the Audit programme is in place to ensure that vehicles are being prepared to the current high standards that our customers enjoy. The audit programme will also be focussing on the repairs carried out, are undertaken within an adequate control framework.
What are Opteven's claim evidence requirements?
All claims must include clear and concise breakdown and repair information. When creating your claim, the "Breakdown symptom and diagnosis" field must contain the following:
• A breakdown or fault symptom reported by the policyholder.
• A diagnosis, including any fault codes, tests carried out, TPI numbers, etc.
• Identification of the failing component and confirmation the repair required.
• If referring to a TPI, a PDF copy should be uploaded detailing an estimate for all parts and labour at the warranty rate when requesting associated parts. This is to enable our claims team to verify the value requested.
• Any supporting photos for leaking or worn components.
• A copy of your DISS report.
What systems do Opteven have access to?
Elsa pro, ETKA, Diss monitor, VMS, SAGA, & HUB (external) Carflex (Internal)
What happens after I submit a claim?
A dedicated team of qualified claims handlers assesses the merits of any claim that has not produced an automatic decision.
If the team encounter any challenges in identifying the route cause of failure or understanding the nature of the occurrence, they are at liberty to request further information.
How do automated claims work and why was my claim declined?
Pre-agreed rules by the administrator permit automatic decisions based on the value of the file, the consistency of the failing part and the coverage stated in the relevant cover booklet. Note that if the wrong failing parts are selected, this could result in the wrong automated decision being generated. If in doubt, please call out retailer hotline for advice on component selection.
When will you deploy an Engineer?
Algorithms with Carflex determine when the claims handler deploys engineers, this includes high-value files greater than £3500 or if proof of causal failure is required.
Billing
How will my organisation be invoiced for warranty activations?
On the 3rd of every month, we will review the warranty activations made by your organisation over the previous month. We will then collate the costs into an invoice which will be sent by email to the email address you provided during initial setup.
Standalone MOT Cover costs (available for Audi, Volkswagen and Volkswagen Commercial Vehicles only) will also will be included in the invoice where applicable, as separate itemised costs.
Payment will be collected automatically by Direct Debit, 14 days later, so there's nothing for you to do other than to check that you're happy with the bill against your own records.
Do I need to invoice you for warranty claims payments?
Yes, you will need to raise an invoice for all warranty claims which we've approved for you, against which we can make our payment. Doing so provides both you and ourselves with an audit record required for tax purposes. You can 'bunch together' multiple claims into one invoice, but you'll need to specify each claim on the invoice in terms of its 'Agreement Number' - this is shown clearly on each claims "Decision Notice".
What are the labour rates for warranty claims?
Labour rates are updated regularly and supplied from VWG.
How do I invoice you for claims?
For each claim that is approved, you will receive by email (also accessible in the Warranty system) a 'Decision Notice' confirming the claim total and containing instructions on how to recover the claimed amount.
You will notice that claims for repairs on Volkswagen Group vehicles need to go against Volkswagen Group, whereas claims for repairs on non-Volkswagen Group vehicles need to be invoiced separately against the end customer and sent to the VWFS Warranty team (administered by Opteven Services SA on behalf of the insurer, AWP P&C SA).
Finally, claims for repairs against MOT Cover policies need to be invoiced to UK General. In all cases though, the invoice will go via the same VWFS Warranty team and they will organise payment for you. The Decision Notice makes it really clear who to invoice.
What are the claims payment terms?
When the invoice is attached directly to the claims file, payment is processed within 14 working days.
How do I know when I've been paid and for which claims?
At the point we make payment for warranty claims, we will also email your accounts team with a 'Remittance Advice' document which itemises all claims paid so that you can reconcile the overall payment amount into individual claims you've made. Please let us know if the contact email address we hold is out of date. MOT claim payments do not receive a remittance.
Fulfilment
What do I need to give a customer when they buy an Approved Used vehicle?
When the cover has been activated, there will be a button to view the Confirmation of Cover. Select this and it will open a PDF of the customer's Confirmation of Cover.
Print the Confirmation of Cover and give this along with a Cover Booklet (for Volkswagen Group vehicles only) to your customer.
If your customer has provided an email address (we strongly recommend you capture this) they will also receive an electronic copy of the Confirmation of Cover and Cover Booklet.
Where do I get Cover Booklets from and how do I order more?
Ordering more Cover Booklets is simple and follows the current POS reordering process. Please visit your current showroom materials website and log in.
Once logged in you can enter a product name or phrase, such as 'AUC', 'Approved Used Warranty' or 'Cover Booklet' into the search box and the system will show you all relevant material.
To order, click on the relevant Cover Booklet and 'add to cart'. Once all required items have been selected, simply 'Checkout' and the order will be placed.
'How to' support
Important phone numbers
Retailer Numbers:
Audi
0345 222 4530
CUPRA
0345 222 4529
SEAT
0345 222 4531
Škoda
0345 222 4532
Volkswagen
0345 222 4533
VWCV
0345 222 4534
Customer numbers:
Audi
0333 043 3780
CUPRA
0333 043 3799
SEAT
0333 043 3783
Škoda
0333 043 3782
Volkswagen
0333 043 3781
VWCV
0333 043 3784