FREQUENTLY ASKED QUESTIONS
Have a question? We’re here to help!

Our priority is to ensure that our contract holders have an exceptional customer experience. For that reason, we’ve provided a list of topics and questions below that we get asked frequently so you can find the answers you need quickly and easily. Select the category of your inquiry to find the best answer to your question.


General Contract Information

Where can I purchase a CNA National product?

Thank you for considering us. CNA National is an administrator of certain types of contracts associated with the ownership of automobiles. Our products are sold through dealerships. Not all vehicles qualify. We appreciate your interest, but we do not sell directly to the public.

What do I do when my vehicle breaks down and I have a service contract?

Return your vehicle to the selling dealer or bring it to a licensed repair facility in the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them contact us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse for the covered repairs. Please note that you are responsible for any tear-down charges required to diagnose the cause of the breakdown and will be refunded if the failed part/component is a covered item. Review your contract for details.

What does my contract or addendum cover?

Coverage depends on the specific contract or addendum that you hold. Please contact us at 800-345-0191 during business hours and we will gladly help.

How long does it take for a claim to be processed?

Since each circumstance is different, please call us at 800-345-0191 during business hours so we can review your situation.

Does my contract have towing and/or rental-car coverage?

Many service contracts include towing and rental-car reimbursement. Refer to the Expense Reimbursement Package section of your contract for details, when applicable.

Is there a customer login for your website?

Currently, contract holders cannot create an online account. However, our claims staff is available to answer questions. Please call us during business hours at 800-345-0191 for assistance.


Changing or Cancelling a Contract

How do I transfer my vehicle service contract?

When your contract has Transfer Guarantee, you may transfer the remaining coverage of your contract when you sell your vehicle to another individual prior to the expiration of the contract. Please refer to the Transfer Guarantee section of your contract for complete details and call us at 800-345-0191 during business hours to begin the process. A transfer fee may apply.

Can I renew my vehicle service contract when it expires?

You cannot renew your current vehicle service contract. However, if your contract has a Future Contract Guarantee, you may be eligible to purchase another for your vehicle before the expiration of your current one. Please refer to the Future Contract Guarantee section of your contract for details.

How do I cancel my service contract or addendum?

Contract cancellations are initiated and managed by your issuing dealership. Not all products qualify for cancellation. Please contact your dealership for assistance. If you are unable to do so or have other questions about cancellations, please call us at 800-345-0191 during business hours.


Vehicle Service Contract (VSC), Certified Warranty, and Lifetime Limited Powertrain Warranty

What is a vehicle service contract (VSC)?

A vehicle service contract complements your manufacturer’s warranty by helping to cover the costs of repairs due to a mechanical breakdown. For example, if you have an engine failure after your manufacturer’s warranty has expired, you would be responsible for paying for that repair. However, with a service contract, you simply bring your vehicle to your dealership’s service department or one of thousands of licensed repair facilities across the U.S. and Canada. The shop will diagnose the problem and submit your claim. We take care of the repair costs covered by your contract (less your deductible, if one applies). In addition, many CNA National-administered vehicle service contracts include reimbursement for towing, emergency roadside assistance, travel and lodging, and a rental car. Review your contract for details.

What is a Certified Warranty?

CNA National works with select auto dealers to create limited warranty programs that can help provide peace of mind against the unknowns of buying a pre-owned car. The selling dealership inspects the vehicle and certifies that it meets certain criteria. A limited warranty issued by the vehicle seller will cover the cost of repairs for the term stated. Review your contract for details.

What is a Lifetime Limited Powertrain Warranty?

A Lifetime Limited Powertrain Warranty is issued for no additional charge with the purchase of a qualified vehicle and provides coverage for major components of the powertrain (engine, transmission and drivetrain) for as long as you own it. Customers have the opportunity to purchase a vehicle service contract that "wraps" around the limited warranty, increasing the number of parts and components covered to help guard against unexpected repair costs.

What do I do when my vehicle breaks down and I need to start a claim?

Take your vehicle to the issuing dealership to diagnose the problem. If this is not possible, you may go to one of thousands of licensed repair shops across the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them call us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse for the covered repairs. Please note that you are responsible for any tear-down charges required to diagnose the cause of the breakdown and will be refunded if the failed part/component is a covered item. Review your contract for details.

What documents do you require in order to help with my claim?

We will work with the repair facility to ensure that any documentation needed is gathered directly through them.

What is my deductible?

The deductible is the portion of the costs that you must pay for each breakdown. Please refer to the Deductible Selection section of your contract to verify the deductible associated with your coverage.

How long does it take for a claim to be processed?

Since each circumstance is different, please call us at 800-345-0191 during business hours so we can review your situation.

How do you pay for repair claims?

In most cases, a dealership or repair shop submits a claim on behalf of the vehicle owner. If you hold a CNA National-administered vehicle service contract and require a repair due to a mechanical breakdown, please take your vehicle to the dealership where you purchased it. If this is not possible, you may go to one of thousands of licensed repair shops across the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them call us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse for the covered repairs. Please note that you are responsible for any tear-down charges required to diagnose the cause of the breakdown and will be refunded if the failed part/component is a covered item. Review your contract for details.


Guaranteed Asset Protection (GAP) Waivers

What is a GAP waiver?

A GAP (guaranteed asset protection) waiver is an addendum to your financing agreement that applies if your vehicle is stolen or deemed a total loss by your insurance company. It can help waive the difference between your vehicle’s actual value and the outstanding loan balance after theft or a total loss. Of course, certain amounts are not waivable, such as those that were past due when the total loss occurred. See your waiver for details.

How do I start a GAP waiver claim?

Before a GAP waiver claim can be filed, your vehicle must first be declared a total loss by your insurance company. Once this occurs, you can call us during business hours at 800-345-0191, and we will help you through the process. Additional information, along with a list of the commonly required documents, can be found here.

What documents do you require in order to help with my GAP waiver claim?

A list of the commonly required documents can be found here. Please note that some additional information may be required depending upon your situation. Please call us at 800-345-0191 during business hours for assistance.

How long does it take for a claim to be processed?

Since each circumstance is different, please call us at 800-345-0191 during business hours so we can review your situation.

How does CNA National pay for GAP waiver claims?

With a GAP waiver claim, there is no payment made. When a claim is submitted and meets the terms and conditions of the GAP addendum, CNA National will administer the claim, and your lender will issue a waiver against covered portions of your outstanding balance. Things like past due or missed payments, and any fees are not waivable. Review your GAP waiver addendum for details.


Tire & Wheel Coverage

What is tire-and-wheel coverage?

Tire-and-wheel coverage can help limit out-of-pocket costs of repairing damage to your tires and wheels caused by road hazards.

How do I start a tire-and-wheel claim?

Take your vehicle to the issuing dealership to diagnose the problem. If this is not possible, you may go to one of thousands of licensed repair shops across the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them call us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse for the covered repairs. Review your contract for details.

What repair shops can I take my car to?

If possible, take your vehicle to the dealership where you purchased it. If not, we will work with any licensed repair shop in the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them call us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse you for the covered repairs. Review your contract for details.

How long does it take for a claim to be processed?

Since each circumstance is different, please call us at 800-345-0191 during business hours so we can review your situation.

How do you pay for tire-and-wheel claims?

In most cases, a dealership or repair shop submits the claim on behalf of the vehicle owner if you hold a CNA National-administered tire-and-wheel contract and require a repair, please take your vehicle to the dealership where you purchased it. If this is not possible, you may go to one of thousands of licensed repair shops across the U.S. or Canada. To help expedite your claim, provide the facility with your contract number and have them call us for authorization before beginning repairs. They may require you to pay out of pocket for the work performed, and we will reimburse for the covered repairs. Review your contract for details.