When we called CarShield, we spoke to a representative named Shawn Sullivan, who worked with us throughout the purchase process. We found him to be knowledgeable, communicative, and kind. He initially directed us toward the top tier Diamond-level plan, but we ultimately requested a quote for both the Diamond and Platinum options, Diamond being the top level of coverage and Platinum being one step down from that. He gave us a quote that included a $300 ‘customer appreciation’ discount, which was quoted as being only available for one day. However, we [did/did not] end up getting the $300 off, [even though/as] we waited to call back and purchase as part of our testing process. Then, we told him we’d have to think about it, as we’ve done with all our purchases. He was very gracious and gave us a reference number to use when we called back.

Post-call, we received follow-up emails referring to our quote (but without any numbers) and nudging us to call. And we seem to have been added to a general marketing email stream. Nothing particularly egregious, no barrages of emails, but nothing particularly informative either. There was no follow-up call. Overall, we’d judge their post-call, pre-purchase marketing to be fairly gentle.

When we called back, we spoke with a different representative who handled our purchasing. They, like Shawn, were helpful and responsive, and they were able to easily find our quote using the reference number he’d given us. The purchasing process was very easy and there was no pushy upsell. In the end, we went with the Platinum rather than the more expensive Diamond plan. 

Here are all of the details of the plan we selected for testing:

• Platinum plan (their second-highest tier)
• 4-year warranty
• 20-day waiting period
• 21-month payment plan
• First month or $295 as down payment (reasonable but non-negotiable)
• Rental car reimbursement: $40/day
• Trip interruption: $50/day for up to 3 days (this is the maximum they offer)

We did not have any need to file a claim during our test of CarShield, but we did check up on their claims process to the extent that we could. They have a helpful video on their website under “Claims,” if you want to hear their rundown of the steps to filing a claim (note that the helpful part starts at around 2 minutes into the video). Essentially, if you have a breakdown, you call their roadside assistance and they send a tow truck. You then go to any dealership or ASE-certified mechanic in the US or Canada. You’ll have to give the mechanic your contract number and the claims phone number to call.

The service advisor at your chosen auto repair shop will then call a claims adjuster at American Auto Shield directly. Any approved repairs will be paid for directly by American Auto Shield. They ask that you keep any receipts for work done in case they’re needed down the line as part of your claim. You pay your deductible when you pick up your repaired car. One nice thing is that your rate doesn’t go up after a breakdown, but, to be fair, that’s true of all of our top extended car warranty selections. And, as with all insurance, anything that isn’t covered will fall to you to be paid.

When we called to cancel, we were repeatedly asked to speak to representatives about what they could do to make us happy. There was a big push to save the deal and keep us from cancelling, so it was a bit difficult – we had to stick to our guns. That said, the upside of this is that, if the reason for our cancellation had been financial problems, it was clear they would have been willing to work with us. So, if you’re a CarShield customer and struggling to pay your premiums, definitely don’t hesitate to call them to see if they can give you a lower price. From our experience, it seemed like they’d be willing to help.