The FAQs will be updated on a continuous basis. Please check back regularly to ensure you’re up-to-date.
Contracts are available for review on the resources page. All product and contract information is confidential.
AFIC is available as a comprehensive resource for compliance and performance training at the dealership level, addressing gaps in industry training.
To address gaps in industry training, AFIC is available as a comprehensive resource for compliance and performance improvement at the dealership level.
Yes, Profit Protect is available on GAP along with the over remit no-chargeback protection.
No, the contract does not require full coverage insurance at the time of total loss. If the primary insurance is insufficient or unavailable, GAP will cover the remaining deficiency up to the vehicle’s retail value at the time of loss.
Yes, any prorated GAP cancellation amount is deducted from the deficiency balance before finalizing the claim payout.
If a lender offers a payment extension, such as deferring two payments to the end of the loan for the holidays, DOWC will still honor the GAP claim. The deferred payments will not impact claim eligibility, ensuring customers remain covered even if their loan term is extended.
If a lender defers payments for reasons such as holidays or financial hardship, DOWC will still honor the GAP claim, ensuring customers are not penalized for payment adjustments made by their lender.
For dealers with Profit Protect GAP, they are not responsible for unearned refunds in the event of a forced cancellation, except in cases of fraud.
No. If NMAC or IFS are used for financing, 150% LTV does not apply. See the response to See question below for more information.
Ford GAP is listed as “unlimited,” but Sentinel GAP and Chase GAP do not specify this. Ford and Sentinel are unlimited. Sentinel forms will be used with all “other” lenders, including Ally, and therefore, are unlimited. Chase is not.
No, a second key is not required to be eligible for coverage when selling a pre-owned vehicle. Additionally, virtual keys do not qualify as a second key, only physical keys or remotes are recognized for coverage purposes.
There are two levels of coverage available: up to $800 per year or up to $1,400 per year, depending on the contract limit selected. This includes costs for parts, key cutting, and programming.
DOWC will reimburse the full amount up to the maximum key replacement benefit indicated in the contract.
FMCC will not fund stand-alone Key Protection.
Yes, customers can purchase a tire and wheel product separately after the initial vehicle sale.
The current tire replacement policy available is pursuant to lender guidelines. Our Bundle product includes tire replacement and repair, as well as wheel replacement and repair. The Bundle No Wheel Replacement product is used specifically with Toyota Financial Services, Mazda, Lexus, and MobilityOne, and does not include wheel repair.
Yes, curb rash is covered. However, exclusions apply to valve or rim leaks, improper installation, tire chains, off-road use, wheels that do not seal due to rust or corrosion, wheels not meeting the manufacturer’s recommendations, misuse, and wheels made from carbon fiber, ceramic, or other non-steel/aluminum materials.
Yes, curb rash is covered; however, there are exclusions. These include valve or rim leaks, improper installation, tire chains, off-road use, wheels that do not seal due to rust or corrosion, wheels that don’t meet the manufacturer’s recommendations, misuse, and wheels made from materials such as carbon fiber, ceramic, or other non-steel/aluminum materials. If curb rash is to be covered, it must be stated on the contract or removed as an exclusion. While curb rash is considered cosmetic and will be covered as a repair, as with other instances of cosmetic damage, curb damage that leads to the replacement of the wheel due to its inability to hold air will not be covered.
Yes, DOWC allows for up to $1,000 per single item.
No, there will be no aggregate limits for these products, ensuring comprehensive coverage without an overall cap.
Emergency Roadside Services are included in the standalone Tire & Wheel, Tire & Wheel Cosmetic, and Key Protection. Please note, Emergency Roadside Services are not included with the standalone PDR. However, Emergency Roadside Services are for the term of the contract instead of the individual standalone products within the contract and are limited to 4 services. Emergency Roadside Services include towing, battery jump, flat tire assistance, locksmith services, and fuel/oil/water delivery.
We do not have an estimated launch date for this product. Our Lease Excess Wear and Tear and Extended Lease Care products provide a lease-end benefit where permitted.
Most coverages have no aggregate limit, per NESNA’s request. The only exception is Key Protection, which has a coverage limit of $800 or $1,400 per year of the term.
Windshield Protection is not offered as a standalone product at this time. For products that are offered as standalone, we utilize the bundle form and only select that coverage, so it is an exact mirror of the bundle coverage.
Yes, GlassShield is a product warranty for a chemical application, while Windshield Protection is offered as a service contract.
No, 360Shield covers stains and fading on carpet, fabric, leather, or vinyl, but does not cover rips and tears. However, the Interior Protection within Extended Lease Care does include coverage for rips and tears.
At this time, we do not have an interior product that covers rips and tears on retail and/or cash deals. We plan to offer this product in the near future.
Our 360Shield products include additional offerings outside of Interior/Exterior.
Our chemicals are ready to use and do not foam. With each shipment of materials, you will receive application instructions to guide your dealers through the process. We will be releasing application videos in the near future.
Orders are processed within 24 to 48 hours, please allow for up to 5 days of handling time based on location.
Vehicle Care includes all coverages and transaction types such as brakes, battery, belts/hoses/wipers, bulbs, and diagnostic for retail/cash/non-lease deals for new and all pre-owned makes/models.
Roadside Assistance is included in Select and Preferred Bundles. It is not stand-alone.
Yes. Our theft-related products require a theft-deterrent product in order to receive the host of benefits.
Yes, Bundle is an Ancillary Product Bundle, GAP is GAP Waiver, Extended Lease Care is Vehicle Service Contract, and Theft and 360Shield Appearance Care are Vehicle Protection Products. However, all approvals have been completed by our internal compliance team.
Only GAP, Lease Excess Wear & Tear (LEWT), and PaymentShield must be purchased at the time of sale. Other products can be added later.
Yes, roadside assistance can be sold as part of the Bundle product. However, standalone roadside assistance is not currently available.
No. Emergency Road Service is a complimentary supplemental benefit.
It depends on the product. Repairs under Extended Lease Care can be completed at any time during the lease term. However, Lease End Benefits are only payable when the vehicle is returned, per the contract conditions.
Emergency Roadside Assistance includes services such as towing, battery jumpstarts, flat tire changes, fuel/oil/water delivery, and locksmith services. Customers can utilize these services once every 72 hours, with a maximum of four services per contract term or as otherwise set forth in the terms of the contract. This varies by product. If a vehicle is towed home, an additional tow to a repair facility counts as a separate service.
No. Flex Term is included with all Lease Wear & Tear agreements and does not affect the price.
We offer an internal premium finance plan called SCPP, which allows dealers to provide payment plans for ancillary products. This does not affect the availability or process for payment plans for VSCs, which can still be financed through SPP or other providers. SCPP is simply an additional option that dealers can choose to utilize for ancillary products. Our payment plan includes a separate portal for generating agreements, or agreements can also be created directly within certain menu systems, such as vMenu and Darwin.
The Incentive Portal login URL is: https://incentives.nesna-dealers.com/login
To reset your password, go to https://incentives.nesna-dealers.com/forgot-password
Your account may not be activated, may be inactive, or the OTP email may be in your Junk/Spam folder. OTP emails are sent from no-reply@nesna-dealers.com with the subject “Login One Time Password“. Contact support if you still cannot locate the OTP.
Contact the support team for assistance with account activation or reactivation.
To update the contact email(s) for cancellation notifications, please click here and complete the Cancel Notification form.
While the NESNA and DOWC teams prefer all customer, dealer, and lienholder cancellations on ancillary products be handled through the cancellation process on the various brand websites, dealer site, or resources site, products can still be canceled directly in PCRS and the cancellations will make their way to the DOWC system. The DOWC system will allow external users to easily obtain cancellation quotes 24/7/365 without requiring any administration system access.
Yes, an inactive dealer’s previously sold contracts can still be cancelled through the DOWC system on the dealer site, through the resources site, or on the brand specific site.
Over remits are canceled on a gross basis and netted off statement. The non-chargeback option on over remits is available on all products. On GAP, this over remit non-chargeback protection is available in addition to the profit protect program.
The following contracts are non-cancellable: Limited Warranty, Value Protect, Theft, 360Shield, PaymentShield, and Total Loss Protection
While we’ll defer to NMAC and other lending institutions to define their guidelines and policies, traditionally, non-cancellables have been considered front-end adds.
For Nissan and INFINITI vehicles, we offer a tire replacement policy. Wheel reimbursement amounts vary by manufacturer, so specific details can be found in each contract. Balancing and mounting costs may also be covered, depending on the policy terms.
For manufacturers that mandate tire replacement instead of repairs, we provide a separate product form that excludes tire repair. The claims department will process claims accordingly based on the contract type.
On average, calls are answered within approximately 30 seconds, ensuring quick assistance and claim processing. Regarding claims processing times, this varies based on the complexity of the individual situation. Most claims can be resolved anywhere from a few minutes to up to 48 hours.
Yes, agents make outbound calls when necessary to follow up on claims, provide updates, or request additional information.
Claims reimbursement can be processed through various methods, including net of statement, ACH transfer, and one-time-use credit cards, offering flexibility for different business needs.
Yes, non-selling dealers can initiate claims for contracts sold elsewhere, ensuring customers receive the service they need regardless of where they purchased their coverage.
Yes, coverage for each repair is limited to the lower of the actual repair cost or the vehicle’s actual cash value (ACV) at the time of the claim, as determined by Kelley Blue Book, J.D. Power, or another recognized valuation source. A deductible may apply.
Detailed claims reimbursements are not able to be provided on an upfront basis at this time. Based on the information available, reimbursements should be the same or better than those issued by the prior provider.
To access the claims site, please visit nesna-dealers.com, links are provided to the homepage to each claims portal. Alternatively, you can access them directly here:
https://claims.nissansecurityplus-products.com/home
https://claims.infinitielite-products.com/home
https://claims.diamondcare-products.com/home
https://claims.qualityguardplus-products.com/home
Yes, both payments via ACH and checks are available. Dealers who prefer checks will be sent checks.
Yes, if a dealer chooses not to continue an over remit for any reason at any time, please have the dealer email support@nesna-dealers.com or the field team may email support@nesna-resources.com to notify us at any time. because we do not offer net, it can be changed.
Our system creates separate over remit documentation per recipient allowing each payee to sign for an over remit.
We offer several methods for distributing over remit statements. These will be automatically emailed each month, or dealers can access them through our internal application.
Determinations, for purposes of advance, are not decided by DOWC. Unless otherwise stated by NMAC/IFS, expect no change of policy.
Yes, DOWC is prepared to assume advances. Details are dealer-specific. Please contact us to discuss this further.
Yes. Please contact us for more information, as details are dealer-specific.
DOWC Administration Services, LLC with an address of 1 Jefferson Road, Parsippany, NJ 07054 serves as the primary administrator on the contracts. Assured Provider Services, Inc. with an address of 1 Jefferson Road, Parsippany, NJ 07054 serves as the administrator in CA, CT, FL, OK, UT, WA, & WI.
We have not seen any push back as a result of using DOWC where DOWC Administration Services is the applicable administrator; however, to ensure approval, it is recommended to utilize the full name of the administrator. Please note that while DOWC Administration Services, LLC serves as administrator in most states, Assured Provider Services, Inc. serves as the administrator in CA, CT, FL, OK, UT, WA, & WI.
As required, for the products that may be funded by each respective lender, all forms are approved.
Given the complexity of the request, response times can vary. However, most inquiries are responded to during the same business day. Direct dial numbers will be provided for dedicated field support reps.
Rate cards are available for review at https://nesna-resources.com/dealer-resources/
The agreement link is being sent to the dealer principal or other key individual on file with NESNA. These emails have been triple confirmed with the brand and other teams as well. We cannot copy anyone on these emails for various reasons. The delivery and open confirmations are however available from within the PIP directly.
A W9 is required from every dealer so we can confirm the accuracy of the EIN on file. However, a W9 and ACH information is required from any payee who will receive an over remit, including the dealership. We do not require this information or documentation to enroll the dealer, but must receive it prior to making any payment of the over remit. If there is no over remit, this information is not required at this time.
If the dealer does not have the ACH information, there is a field for the dealer to indicate this and enter an email address to forward the request to their team who will be able to fill in the form on their behalf. If the dealer does not have the W9 readily available, it can be provided at a later date prior to the payment of any over remit.
Agreements are executed electronically in real time. As soon as an agreement is executed, as of the launch date, the dealer will be immediately be able to rate products.
Yes! Our enrollment process allows dealers to offer all current and future products under a single agreement form.
Initial enrollment documents are issued to each individual dealership with the exception of certain large groups. If a group would prefer to sign a single, corporate agreement, we are able to accommodate.
Anyone acting on behalf of the dealership can sign this form.
The enrollment link is available on the nesna-dealers.com website, which can be found here: https://nesna-dealers.com/producer-agreement/.
Dealers are instructed to use the nesna-dealers.com website, which has all of the needed information and is not password-protected. The nesna-resources.com website is intended for the Field Team, NMAC, and NESNA personnel only.
No, there is no restriction on when the first payment can be scheduled. A customer can set their first payment date at 120 days if their lender allows it.
It depends on the product. Repairs under Extended Lease Care can be completed at any time during the lease term. However, Lease End Benefits are only payable when the vehicle is returned, per the contract conditions.
Replacement parts may include new, remanufactured, used, rebuilt, exchanged, or non-OEM parts, depending on availability and cost considerations, unless otherwise stated in the contract.
Yes, customers must maintain their vehicles according to the manufacturer’s recommended service schedule. Maintenance records must be retained and may be requested for claims approval.
Yes. All products will be integrated with existing menu providers. Details on enrolling in the new preferred menu provider, vMenu by AiAuto’s Virtual F&I Platform can be found here: https://nesna-dealers.com/nesna-vmenu/
We have a dedicated team for any NESNA dealer support inquiries. You can reach out to us via email at support@nesna-dealers.com or call us at 800-803-5215.
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