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.
Volkswagen Commercial Vehicles
Frequently asked questions
Who are VWFS?
Volkswagen Financial Services (VWFS) are part of the Volkswagen Group providing finance and insurance services to customers across the entire Group in the United Kingdom.
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 only)
- making a claim on a VWFS administered Approved Used or Extended Warranty
- making a claim under the MOT section of a VWFS administered approved used product
- making a claim on VWFS administered Standalone MOT Cover - (Audi/Volkswagen only)
Do I use the new VWFS Warranty System to manage existing Allianz/Mondial or CCP administered warranties or MOT products?
No - you'll need to continue to do this in their systems as before. Also, any questions you have regarding these claims will need to go to their team as before. The number of claims needing to be made on their system will reduce in time as new warranties are activated on the new VWFS Warranty System.
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 the VWFS Insurance Portal - www.vwfsinsuranceportal.co.uk
What is the VWFS Insurance Portal?
The VWFS Insurance Portal is your gateway to the new VWFS Warranty System. The insurance portal will enable you to access all VWFS insurance solutions, with new products and services being added in time. In addition to providing access to the insurance propositions available, the portal will be a useful point of reference for insurance product related material including access to Cover Booklets, important telephone numbers and 'How to' guides.
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 on the VWFS Insurance Portal www.vwfsinsuranceportal.co.uk by following the links to 'Warranty'
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.
Do you use customers' details for marketing purposes?
At the end of each warranty activation, we ask you if we can contact the customer by phone, email or post. If they answer 'No' then we will only contact them at the point their Approved Used cover is about to end. This is to ensure they are aware of the cover expiring and to invite them to take advantage of Extended Warranty cover. We will not contact them about any other products or services.
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.
How does the new VWFS-administered warranty differ from the cover we currently provide to our customers?
You can familiarise yourself with the VWFS product by reading the Cover Booklet available to download on
This is the same booklet that will be given to the customer by you at point of sale and by follow-up email by the system. See other FAQs for further details.
For non-Volkswagen Group vehicles the cover has changed very slightly as this is now being delivered by a policy of insurance. The Cover Booklet for non-Volkswagen Group vehicles is also available for download on the VWFS Insurance Portal.
Are there any new benefits in the VWFS-administered cover?
Yes - MOT insurance is now automatically included as part of the proposition for Volkswagen SEAT & ŠKODA and continues to be part of the Audi proposition. For full details please read the Warranty Cover Booklets.
What about cover for non - Volkswagen group vehicles?
For legal reasons Volkswagen Group are no longer able to provide a warranty on vehicles not manufactured by Volkswagen Group directly. However to support you in the sale of these vehicles they can still be sold under the appropriate approved used programme albeit the warranty will now be underwritten by an insurance company rather than by Volkswagen Group. This insurance policy has been purchased directly by Volkswagen Group and your customers will automatically become beneficiaries of this insurance policy when their warranty is activated. As a result there are no regulatory requirements on you to take the customer through a regulated sales / demands and needs process.
As you cannot rely on any underlying manufacturer warranty to deliver the Brand approved used promise to provide a warranty on non-Volkswagen Group vehicles you must now always subscribe a warranty on non Volkswagen Group vehicles regardless of whether there is still any manufacturer cover remaining. These warranties are activated in exactly the same way as a normal warranty and the system will automatically recognise that the vehicle is a non Volkswagen Group vehicle and apply the relevant warranty.
In the majority of cases the cost of these warranties will not be any more than the equivalent cost for a normal 12 month warranty on an own brand vehicle.
In the event a customer sells the vehicle, is the cover transferrable to a new owner?
Yes - cover is automatically transferrable in all circumstances and there is nothing you need to do.
Is Roadside Assistance still part of the warranty proposition?
Yes - recovery remains as before (via the AA using Volkswagen Group branded vehicles and roadside technicians).
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 now 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 Booklet at any time at www.vwfsinsuranceportal.co.uk.
Which vehicles can I offer a warranty for?
The exclusions list has only changed slightly for Volkswagen Commercial Vehicles. For other brands you can offer a warranty on the same vehicles as before. You can find the list of exclusions across all brands in the Cover Booklets which are available for download on www.vwfsinsuranceportal.co.uk. Simply follow the links to 'Warranty'.
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 matches your brand and 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 each by email the day after vehicle collection.
For non-Volkswagen Group vehicles (e.g. Renault, Ford etc.), customers are not being provided with pre-printed Cover Booklets, it will be emailed to customers when a warranty is set up. You should print and 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 booklets because the cover in these is different.
If, as a ŠKODA dealer, I sell an Audi, do I give the customer a ŠKODA or an Audi warranty?
The branding of the warranty provided always matches that of your dealership, so the answer to this scenario would be 'ŠKODA'. The same logic applies to all other brands (this is just an example). The system will determine which warranty to provide, so you don't need to remember.
Does the customer receive any sort of email confirmation when I activate a warranty?
Yes - they will receive a branded email the morning after the date of collection (which you set when you activate the warranty up to 8 days before / after collection). The email will contain a copy of both the Cover Booklet and their Confirmation of Cover.
Can I activate a new warranty on the Allianz/Mondial/CCP system?
All warranty activations for vehicles sold under the Approved Used Vehicle programme should be completed using the VWFS Warranty System.
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 VWFS Retailer Support team (details are on the www.vwfsinsuranceportal.co.uk website).
How do I know what cover to set up for a customer?
The system works this out for you, so you don't need to learn this. Enter the vehicle's registration number into the system and it will use pre-agreed rules to apply the correct product(s), for the correct duration. It will then present the details and the price to you as confirmation, before you activate cover.
How can I sell an Extended Warranty?
Customers can only purchase an Extended Warranty online on the customer facing insurance websites when their Approved Used Warranty is ending. Customers with an Approved Used Warranty ending shortly will be emailed inviting them to purchase an Extended Warranty policy.
How soon before handover/collection can I set up the Approved Used Warranty?
Up to 8 days before (or after).
How quickly will any claims I submit be decided?
We aim to decide the outcome of all claims within half an hour.
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 us (phone numbers are available on the www.vwfsinsuranceportal.co.uk website) and we can review the case.
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?
Every week on a Monday.
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 a VWFS-administered warranty?
We've produced a simple 'How-to' guide for this. Just go to the 'How-to' section on the VWFS Insurance Portal and you can download it. If you need further help, please call us.
How do I make a claim for repair against an Allianz/ Mondial or CCP-supplied warranty?
You'll need to continue to do this in their systems as before. Also, any questions you have regarding these claims will need to go to their team as before. The number of claims needing to be made on their system will reduce in time as new warranties are activated on the new VWFS Warranty System.
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?")
What should I do if I need help raising a claim on a Warranty?
We've made the system as intuitive as we can but if you need help 'How-to' guides are available on the VWFS Insurance Portal which show step by step how to activate or make a claim. If you need further help please call us. The phone numbers can be found on the VWFS Insurance Portal.
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 us and we'll check.
How do I make a claim against the Key Cover product?
Only Audi provide Key Cover as part of the Approved Cover. To make a claim, simply call the Audi VWFS Warranty Retailer support team (Option 1 to make a claim then Option 2 for other products) and they will handle your claim over the phone.
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.
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 and Volkswagen 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?
These are the same as the previous system. You will have the opportunity to correct this on Retailer Information Sheet pre launch.
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 to VW Versicherung.
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?
These are variable, but will be a maximum of 7 days. The payment run is weekly and will process invoices received from Retailers since the last weekly payment run. If an invoice is received too late to be processed in a weekly run, it will be processed the following week.
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.
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 any 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 'Approved Used Warranty' 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. You will be billed monthly for stock reorders.
'How to' support
Important phone numbers
0333 043 3808
0333 043 3811
0333 043 3810
0333 043 3809
0333 043 3812
0333 043 3780
0333 043 3783
0333 043 3782
0333 043 3781
0333 043 3784