FAQ’s

Randy Shepard and Associates isn’t like other warranty claims processing companies—and experience is the difference. Warranty claims processing is the only service we provide. We don’t offer side services like training programs, printed materials, or conferences. Our focus has always been singular: mastering automotive warranty claims processing.

We manage the entire repair order, from claim submission to payment collection. This end-to-end approach streamlines operations, reduces administrative burden, and ultimately increases dealership profitability.

Since 1979 Randy Shepard and Associates is a family-owned and operated company. Our reputation with manufacturers and dealerships across the United States is something we take a lot of pride in. We’ve built our reputation by doing things the right way—carefully, compliantly, and with real people behind every claim. We’re not a software platform or a startup; we’re a team of experienced professionals who review and process your claims. Our personnel are always available to talk, help, and assist whenever you need us—because our customers are like family, and we treat every claim, with the attention and care you deserve.

We believe real people make all the difference. That human touch is especially important for compliance, audits, and protecting your dealership long-term. While AI-based companies may submit claims faster, they often skip compliance reviews. Which could end up costing your dealership in the long run. Our team meticulously reviews every claim for manufacturer compliance, giving you peace of mind and support every step of the way.

Once you’re on our program, your rate is locked in and will never increase, even if our costs do.

Percentage rates are based on factors like your manufacturer, DMS, and warranty parts and labor sales volume. In most cases, our rates are well below the industry average and often more cost-effective than handling claims in-house. When you work with us, you’re not just hiring a single processing person, you’re gaining a dedicated team focused on maximizing accuracy, efficiency, and reimbursement.

Importantly, dealerships are only invoiced for claims that are successfully paid by the manufacturer—we don’t get paid unless you do. Providing us with the necessary information allows us to deliver an accurate, customized rate. Our goal is simple: transparent pricing and a long-term partnership built on trust.

We do ask that a general dealer agreement be signed. This agreement outlines what is required by the dealership to process warranty claims accurately and efficiently, and it clearly defines expectations on both sides to ensure complete satisfaction.

Our team works closely with your IT department to establish the required DMS and manufacturer website access. After connections are completed and access is verified, you’ll receive clear, step-by-step instructions outlining how to begin submitting warranty claims to us daily.

We focus on processing claims quickly and accurately. Most complete claims are resolved within 24 hours, helping your dealership stay on track, keeping warranty cash flowing smoothly.

Claims are processed in the order they are received, with consideration given to dealership payroll days to ensure your operations stay aligned. As soon as a claim is received, it is logged into our paperless tracking system by RO number and moves directly into the processing workflow.

To maintain fast turnaround, it’s important that claims are submitted daily. Processing times can vary depending on factors such as claim completeness, compliance, submission frequency, service management involvement, and timing when received. Regardless, our priority is always to handle every claim efficiently while maintaining the highest level of accuracy.

Once the audit is complete, we ask you provide us with the final audit report so we can review and help identify any discrepancies, address chargebacks, and provide guidance.

Our goal is to ensure your dealership collects every dollar you’re entitled to. Since 1979 we have been helping dealerships maximize their warranty revenue. We carefully review each claim based on your technicians’ notes and manufacturer requirements to maximize accurate reimbursements. Our focus is always on getting the full, correct payment for every claim, so your revenue is optimized without any unnecessary risk.

If additional documentation or input is required, your dedicated account representative will contact you directly to gather the needed information, ensuring the claim is quickly resubmitted and processed for payment.

While we continue processing your daily claims without interruption, we systematically work through older claims, prioritizing those nearing overage first, so everything is addressed efficiently and nothing falls through the cracks.

Our management team is also always available to step in and assist as needed. Your account rep is there to answer questions, provide guidance, and ensure your warranty claims are handled efficiently every day.