Drivesure Frequently asked questions

Dealerships

General Questions

What training does DriveSure do with my team?

Your dedicated DriveSure representative will walk you through getting DriveSure set up in your dealership, after working with you to customize the offering for your dealership and its customers. We’ll train your team on how to talk about DriveSure benefits to your customers, how to answer their questions, and how to file a claim when a customer comes back to take advantage of one of their DriveSure benefits. We’ll also equip you with signage and materials, including customized benefit sheets and oil change stickers for your dealership to use. After DriveSure is up and running in your dealership, our team will still be here to support you and answer any questions you may have along the way.

What metrics does DriveSure track for my dealership?

DriveSure Retention/Renewal Rates (6 and 12 months), Enrollments, Average Frequency of Visit, Unplanned Repair Revenue Generated (Road Hazard and Roadside Assistance Claims with additional revenue generated), Average Repair Order Value, Email collection rate by Service Advisor, Personalized Customer Communications (ie: Direct Mail) Response Rate and Repair Order revenue generated. Weekly Expiration Report for contacting customers via telephone that are due for service and DriveSure renewal.

What communication do my customers receive from DriveSure?

All communication is via email, text, DriveSure Digital Pass, or direct mail:
1. Welcome message
2. Expiration notice 14 days prior to benefits expiring
3. Past due notice 14 days after benefits expire
4. Lost Soul Prevention notice, 30 days after benefits expire

Are there restrictions on what vehicles qualify for DriveSure?

Yes, DriveSure does not cover the following vehicles:

1. Vehicles that have been modified for commercial purposes, rated with a load capacity of greater than one ton, motor-homes, motorcycles, emergency service vehicles, vehicles used for hire, towing, construction, postal service, or any vehicle used principally for commercial, farm, ranch, agriculture, or off-road use.
2. Vehicles held in the dealership’s inventory for resale or vehicles owned or leased by the dealership.
3. For DriveSure Road Hazard Tire Protection, all tires must have at least 4/32” of tread depth and be free from any damage with inspection results documented.
4. Other restrictions may apply. See Terms and Conditions for complete details.

How do I know if my customer has active benefits? What is available?

Log on to dealer.krexinc.com, go to the My Customers tab, input the customer’s VIN, then click search. After the search, click “view” to see the customer’s profile, which will show the customer’s benefits and expiration information.

What is my Krex dealership code (accounting code)?

Please contact our office at (847) 753-9955 and we’ll provide that information to you.

Claims

How do I submit a claim?

Submit your claim by logging into dealer.krexinc.com. Under the “Resources” tab you will find the link to our online claims submission portal. Or, download the claim form and fax the completed claim form and all required information listed on the form to (866) 919-0737.

How will I receive my payment for reimbursement?

Once your claim has been approved, you will be emailed a one-time use credit card to collect payment for all the approved claims.

What information do I need to supply to get payment via credit card?

To receive credit card payments, call us at (847) 753-9955 or email claims@krexinc.com to let us know the email addresses we should send the notifications to.

How long does it take to get paid for a claim?

Most claims will be processed within 72-96 hours and payment is generally sent within five business days.

How do I file a claim for a dealership credit letter?

You can file a dealership credit claim by logging into dealer.krexinc.com. Under the “Resources” tab you will find the link to our online claims submission portal. Or, download the claim form and fax in the completed claim form and all required information listed on the form to (866) 919-0737. Please indicate why you are requesting dealership credit for this particular claim.

Tires

What happens if a customer can't return for a tire repair/replacement?

We understand there may be occasional extenuating circumstances that prevent the customer from returning to the servicing dealership for tire repair or replacement. To file a claim with us, the customer will need to provide us with their Vehicle Identification Number (VIN), name, mailing address, phone number, qualifying service receipt from their original DriveSure service, the receipt for the tire repair or replacement that details the damage to the tire, and an explanation of what prevented them from returning to the servicing dealership. This information can be sent via email to claims@krexinc.com, via fax to 866-919-0737 or my U.S. mail to Krex, Inc. Attention: Claims Dept., 450 Skokie Blvd. #200, Northbrook, IL 60062

What qualifications do I need for a tire reimbursement?

Please log into dealer.krexinc.com. Under the “Resources” tab you will find the Qualifying Service Checklist for Road Hazard Coverage and Road Hazard Tire Claim Checklist. Here you will also have access to our full Krex Terms and Conditions document.

Roadside Assistance

What's the difference between DriveSure roadside assistance and other roadside assistance offerings?

DriveSure provides renewable emergency services designed to deliver your customer back to your dealership. These benefits are similar to what you might expect from traditional roadside assistance, including lockout, fluid delivery, jump starts, and tire changes. But there is one important difference: DriveSure provides dealer-branded, dealer-loyal towing, bringing the vehicle to your service department every time it breaks down in your area, even when other authorized service providers are closer.

How far will DriveSure roadside assistance tow a vehicle?

DriveSure Roadside Assistance is provided to customers based on pre-negotiated contracted rates with service providers. Consequently, there is not a specific limit with regard to the distance the vehicle may be towed but is subject to the maximum covered amount under the DriveSure program.

How do I file a roadside assistance claim?

You can file a claim by logging into dealer.krexinc.com. Under the “Resources” tab you will find the link to our online claims submission portal. Or, download the claim form and fax in the completed claim form and all required information listed on the form to (866) 919-0737. Please indicate why this roadside assistance was not arranged through our DriveSure network.

Can my local tow provider be added to your network?

We welcome the opportunity to facilitate your local tow provider’s application to our network. Please contact our office at (847) 753-9955 for an application.

Dealer Portal

How do I get login credentials to dealer.krexinc.com for a new service advisor?

Please contact our office at (847) 753-9955 and we will get you set up.

Troubleshooting

I can't print benefit sheets? What's going on?

Most of the time you will need to enable Flash. To do this, please log into dealer.krexinc.com, click on the “Resources” tab and scroll to the bottom of the page where there is a Flash player check. If the video is not playing, click on it to enable Flash. If you still are not able to print, please contact our office at (847) 753-9955.

Krex® Graphite Engine Lubricant

What is Krex® Graphite Engine Lubricant?

Krex® Graphite Engine Lubricant is a superior automotive lubricant (not an additive), dispersing millions of microscopic particles of graphite that enhance the effectiveness of motor oil. Krex® Graphite Engine Lubricant adheres to all of the internal components of the engine, protecting and lubricating all the engine’s vital moving parts: piston, bearings, valve stems, and lifters. In addition, Krex® Graphite Engine Lubricant improves engine compression, reduces energy consumption, and increases load-carrying capabilities.

How does the Krex® Graphite Engine warranty work?

If your dealership uses Krex® Graphite Engine Lubricant for your vehicle’s maintenance, you may qualify for a warranty that guarantees the lubricated parts of the vehicle’s engine for up to 10 years or 200,000 miles whichever occurs first. This warranty must be maintained by returning to the servicing dealer for the recommended maintenance service that includes Krex® Graphite Engine Lubricant at least every 6 months or 5,000 miles, whichever occurs first.

How do I get Krex Graphite Engine Lubricant at my dealership?

For information about purchasing Krex Graphite Engine Lubricant, please contact us.

Vehicle Owners

How can I get DriveSure?

DriveSure is available at participating new car dealerships across the country. New dealerships are joining the DriveSure family all the time—for a DriveSure dealership near you, please contact us.

How much does DriveSure cost?

At participating new car dealerships, DriveSure is included in the cost of your routine service visit.

Benefits

What benefits do I have?

You can view your personalized DriveSure benefits by logging into your personal account at customer.krexinc.com.

When will my benefits expire?

You can view the expiration date on your oil change reminder sticker that was placed in your windshield, your benefit sheet that was provided by the dealership, or you can view your personalized benefits at customer.krexinc.com. You can also download DriveSure’s digital wallet pass directly to your smartphone.

I moved away, how do I renew my benefits?

When it is time for your renewal, please contact us at (847) 753-9955 or contact_us@krexinc.com and we will help find the nearest authorized DriveSure dealership.

Tires

I have a flat tire. How do I get it repaired or replaced?

Simply take your vehicle with your damaged tire to the dealership that provided you with DriveSure benefits. They’ll confirm your benefits, determine if the tire can be repaired or if it needs to be replaced, and get you back on the road.

I was not able to return to the dealership that provided my DriveSure benefits for my tire repair/replacement. Can I still submit a claim for reimbursement consideration?

We understand there may be occasional extenuating circumstances that prevent you from returning to the servicing dealership for tire repair or replacement. In those situations, you may file a claim with us for consideration. To do so, please provide us with the Vehicle Identification Number (VIN), your name, mailing address, phone number, your qualifying service receipt from your original DriveSure service, your receipt for the tire repair or replacement that details the damage to the tire, and an explanation of what prevented you from returning to the servicing dealership. This information can be sent via email to claims@krexinc.com, via fax to 866-919-0737 or via U.S. mail to: Krex, Inc., Attention: Claims Dept., 450 Skokie Blvd. #200, Northbrook, IL 60062

Claims

If I’ve filed a claim, how long will it take to be processed?

Please allow up to 21 days for a response.

How much will I get reimbursed for?

If your claim is eligible for reimbursement, you will be reimbursed for your charges up to your DriveSure benefit limits. To see your personalized DriveSure benefits please log into your personal account at customer.krexinc.com.

Roadside Assistance

I need Roadside Assistance, what number should I call?

DriveSure roadside assistance can be reached 24 hours per day, 7 days per week, throughout the US and Canada by calling the toll-free number on the oil change reminder sticker on your windshield. The number is also located on your customer benefit sheet that was provided by the dealership, or you can download DriveSure’s digital wallet pass directly to your smartphone. Roadside assistance services arranged outside of our network are not eligible for reimbursement.

How do I file a claim/seek reimbursement for a Roadside Assistance event?

Roadside assistance services arranged outside of our network are not eligible for reimbursement.

Rental Car Coverage

How do I use my rental car coverage?

If your vehicle experiences a mechanical breakdown and the vehicle is towed back to your servicing DriveSure dealership by our DriveSure roadside assistance, simply rent alternative transportation from your dealership or a licensed rental agency while your vehicle is being repaired.

How do I file a claim for rental car coverage?

To file a claim with us, provide us with the Vehicle Identification Number (VIN), your name, mailing address, phone number, your qualifying service receipt from your original DriveSure service, your rental car receipt, and the invoice from when your car we fixed by your servicing DriveSure dealership. This information can be sent via email to claims@krexinc.com, via fax to 866-919-0737, or by U.S. mail to Krex, Inc. Attention: Claims Dept., 450 Skokie Blvd. #200, Northbrook, IL 60062

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