130089010

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
13-00-89-010
October, 2013
INFORMATION
Subject:
PAC Courtesy Transportation Assistance Program
Models:
2014 and Prior GM Cars and Trucks
Attention: GM of Canada and IPC Service Agents are not authorized to utilize this service bulletin.
This bulletin has been developed for use on a Product
Assistance Claim (PAC), which is formally known as a
Product Allegation Resolution (PAR) claim.
Important: PAC Rental Assistance is not part of or
included in the coverage provided by the New Vehicle
Limited Warranty. GM reserves the right to modify or
discontinue this program at any time.
Program Coverage and Eligibility
Transportation can be made available for all 2014 and
prior GM Passenger Cars and Trucks, regardless of
age or mileage, for retail customers who have brought
forth an alleged product allegation. Product allegation is
defined as a customer alleging a defective part has
caused property damage or personal injury.
PAC Rental Vehicle Policies
Product Assistance Claims (PAC): Upon request of the
customer, GM may offer rental transportation while an
investigation is being performed. Depending on the
circumstances of the claim, the investigation will be
conducted either by the Product Assistance group, or
by GM Central Claims (ESIS). If additional rental days
are needed beyond the agreed upon number, the
Service Agent’s Service Management will get approval
from the assigned PAC Customer Relationship
Specialist (CRS) or ESIS Claims Administrator. Failure
to get approval, for additional days, will result in the
Service Agent and/or customer paying the expense.
All of the guidelines stated in the latest version of
Corporate Bulletin 07-00-89-037 “Courtesy
Transportation and Roadside Assistance Programs”
also apply for these claims, with the EXCEPTION of the
Rental Term (Length).
Copyright 2013 General Motors LLC. All Rights Reserved.
PAC Rental Assistance Transaction
Submission Process (excludes claims
with ESIS)
After PAC has completed the review on a product
allegation, the PAC CRS will inform the customer and
Service Agent’s Service Management of the outcome.
The claim submission procedure for the rental expense
varies, based on the investigation outcome if GM
declines repairs, cover the repairs or repurchases the
vehicle.
Rental – No Repairs
If it has been decided that GM is going to decline any
repairs and only cover the rental expense, Service
Management may submit a reimbursement transaction
for the stand alone rental:
• Submit the expense using labor
operation 0600006 with the appropriate
Net Item “Car Rental/Hire.”
• Rental Net Item Type – Enter the rental amount
not to exceed the published maximum allowed
amounts per the latest version of Corporate
Bulletin 07-00-89-037 “Courtesy Transportation
and Roadside Assistance Programs.” Once an
amount is entered, you will be required to supply
the VIN of the GM rental vehicle provided and the
total number of rental days. You will then select
the Rental Reason that applies from the drop
down selection.
• If this transaction is beyond dealer’s
empowerment, it will require wholesale
authorization. Provide detailed explanation of
charges, and PAC contact information in the
comments section. Submit this as a GM Request
Authorization (“H” route).
Page 2
October, 2013
Rental – With Repairs
If GM authorizes vehicle repairs, the PAC advisor will
create a Pre-Repair Authorization in Global Warranty
per the repair estimate and rental expense total,
Service Management provided.
The PAC advisor will provide the Pre-Repair Approval
number to the Service Agent’s Service Management
and instruct him to repair the vehicle and send a final
job card to the PAC CRS once the repairs are
complete. The Service Agent should submit the claim
as follows:
• Submit a “Pre Authorization Claim” (NOT a GM
Authorization claim). The system will then prompt
the Service Agent to enter the pre-repair approval
number which PAC previously issued.
• Submit the expenses under the labor
operation 0600006:
• For the repair: Complete the respective fields
as appropriate (part numbers, part amounts,
labor hours, etc). Do NOT lump this all into the
Misc. Net item field.
• For the rental: Submit with the appropriate Net
Item “Car Rental/Hire.”
• Rental Net Item Type — Enter the rental
amount not to exceed the published maximum
allowed amounts per the latest version of
Corporate Bulletin 07-00-89-037 “Courtesy
Transportation and Roadside Assistance
Programs.” Once an amount is entered, you
will be required to supply the VIN of the GM
rental vehicle provided and the total number of
rental days. You will then select the Rental
Reason that applies from the drop down
selection.
•
•
Bulletin No.: 13-00-89-010
Service Management should submit the claim as
promptly as possible within the GM Service Policy
and Procedure guideline.
The PAC CRS will monitor the Service Agent’s
claim and contact the Service Agent’s Service
Management if any questions arise.
Rental – With Purchase
Service Management should follow the procedure as
noted in the Rental – No repairs section and coordinate
the return of the rental vehicle with the customer at the
time of repurchase.
ESIS Rental Assistance Transaction
Submission Process
For rental expense on a product allegation which was
escalated to GM Central Claims (ESIS), ESIS will issue
payment directly to the Service Agent when the case is
resolved, for the agreed upon rental allowance.
Job Card Documentation
•
•
•
Record on the job card the reason for the PAC
rental, the type provided, Siebel case # or ESIS
Case #, date, times and driver information.
A copy of the Rental Agreement, Service Agent
owned rental documentation, or other applicable
receipts should be attached to the warranty copy
of the job card for any rental expense related to a
Product Assistance Claim. Service Agents using
the Enterprise Automated Rental Management
System (ARMS) can utilize electronic invoicing.
When providing reimbursement for other approved
expenses under the PAC rental guidelines,
cross-reference the reimbursement check
number, date and amount on the job card. Attach
a copy of the receipt to the warranty copy of the
job card.
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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