coolCARE Claims

Whether you're a contractor or a coolCARE policy holder, our goal is to make your claim processing a simple one.

CLAIM REQUIREMENTS

  • Claims must be submitted within 60 days from the date of completed service

  • Policy must be active at the time of service

  • Policy holder must be current to residence/business owner at the time of service

CLAIM PAYMENTS

  • Approved claims are paid within 30 days of approval

  • Payment accounts are defaulted to be mailed via check

  • To enroll in ACH direct deposit claims payments click here

  • Contractor Work Order/Invoice Contents

    • Company Name | Service Date | Invoice # | Problem Description | Repair Summary | Equipment Model & Serial # | Itemized Charges | Customer Signature

    Part Invoice copy for replacement parts or credit memo for warrantied parts

    • Distributor Name | Date | Account Name | Account # | Item number | Item Cost | Total cost

    Refrigerant invoice copy of most recent purchase

    • Company Name | Date | Refrigerant Type | Cost | Total

    Picture required for leak repairs and burnt wire repairs

    • Before repair

    1. Policy Confirmation - Ensure that the coverage is active, current resident is listed on the agreement, and that the equipment serial numbers align with the what is on site to the coolCARE agreement.  Remember that policies start 91 days from the purchase date for claim submission.

    2. Diagnostics - Coverage applies to equipment failures. It’s a good idea to always charge a diagnostic service call incase a fix doesn’t involve repairing or replacing a covered part.

    3. Exclusions - coolCARE is not a replacement of the manufacturer warranty but an extension. Coverage applies to the covered parts for the equipment provided by  each manufacturer. This does not cover routine seasonal maintenance and repairs made during those calls with out a valid warranty part credit memo and readings for out of spec or failed capacitors. 

    4. Approval - Pre-authorization is given to all participating Dealers as long as the information is listed on the created invoice for every claim. Policy holders using a non participating contractor must have pre-authorization prior to service.

    1. Manufacturer recalls and manufacturer defects

    2. Topping off refrigerant or oil

    3. Features, aesthetics, paint, cabinet parts, knobs and buttons

    4. Overtime fees including weekends or holidays

    5. Fees or charges for freight to obtain replacement parts or supplies from supply house. Fees for reclaiming refrigerant, environmental fees, and disposal of contaminated refrigerants

    6. Drain lines, air filters, condensate pumps, refrigerant lines, ducts, welding, electrical wire external of the equipment, humidifier, thermostat unless part of a complete system change, added external controls, fuses or breakers.

    7. Consumable products; nitrogen, torch, solder, carbon dioxide, process fluids, lubricants, glycol, additives, filters. Batteries

    8. Resetting breakers, low dead thermostat batteries, adjustments made to programming, registers, grills, key valves, duct work, plumbing, venting, belts, dampers. 

    9. Hard start capacitors, motor controllers, isolation relays, time delays, zone valves.

    10. Leaks on unit as a result to loose valves, valve caps, fittings, piping. Changeover of Refrigerants due to governmental regulation. 

    11. Repairs to correct failures or malfunctions that are not defects such as brownouts, rust, oxidation, corrosion, water freezing, fire or other natural acts.

    12. Each agreement is pre-approved for 1 Leak covered for the term plan up to the initial charge of the unit. For a second leak it is the program manager to determine if coverage for failure applies.

    13. Repairs to equipment due to incorrect refrigerant, improperly matched equipment per OEM spec or ARI ratings or improper use of metering devices i.e. thermal expansion valve.

    14. Failures and replacement for contamination of sealed system such as Green Slime, Dirty Sock Syndrome etc.

    15. Performance loss due to normal wear and tear. Repairs to alter equipment, overrated capacities, insufficient water or poor water conditions.

    16. Improper installation, abuse, modification, negligence or misuse of equipment will void this plan.

    17. Freight charges to obtain or ship parts, crane services, special tooling or inflated pricing, equipment rental or usage fees.

    18. Work performed by any service provider not approved by Program Manager will be declined for payment

    19. Coverage does not extend to damages for personal injury, property damage, pecuniary loss, consequential or incidental damages from acts of god or any action of the manufacturer

  • Labor Coverage - On policy description as (Labor) or (Labor Only) Policy Effective Start Date (91st day from purchase date)

    Policy End Date (term length purchased from install or startup date)

    Parts Coverage - On policy description as (Parts) or (Parts Only) Start Date (Selected start date and after OEM Expiration date) End Date (term length purchased from install or startup date)

    Eligible Mileage Coverage - On Policy description as (EMC)

    Max $30 Defined by 1-way beyond 30 miles from dealer location, less than 60 miles from dealer location 1-way

    Refrigerant Allowance - On policy description as (No Refrigerant) or (W/ Refrigerant Allowance)

    All Refrigerant Types - Covered for failures due to leak & compressor replacement.

    Max (up to $25 dealer cost per lb, 15 lbs per claim)

    Labor Rate - Listed in the policy description as the amount $ coverage allowance to be paid per hour

    Example : @$125 per hr, @175 per hr, @$250 per hr

    1 labor allowance paid per service call at the highest performed repair

Allowance Hours Per Service

  • Outdoor Units

    • Accumulator ( 3 )

    • Capacitor - Run/Start/Split ( 1 )

    • Condenser Coil Replacement 1-5 Ton ( 3 )

    • Contactor 1-5 Ton ( 1 )

    • Crank Case Heater ( 1 )

    • Control Board ( 1 )

    • Defrost Relay ( 1 )

    • Sensor ( 1 )

    • Compressor & Drier 1 – 5 Ton (compressor size) ( 4 )

    • Fan Blade ( 1 )

    • Leak / Restriction ( 2 )

    • Schrader Core ( 1 )

    • Low or High Pressure Switch ( 2 )

    • Motor & Capacitor 1/4-1 HP ( 1 )

    • Reversing Valve ( 2.5 )

    • Service Valve / DTC Replacement ( 2 )

    • Time Delay Relay (when part of the original equipment) ( 1 )

    • High Voltage Wire Repair (low voltage not covered) ( 1 )

    • Unit Exchange ( 2.5 )

    Indoor Coil

    • System Type / Repair ( Residential )

    • Drain Pan ( 1.5 )

    • Expansion Valve ( 3 )

    • Leak in Coil ( 2 )

    • Leak in Factory piping, Joints or Valves ( 2 )

    • Liquid Line Solenoid Valve ( 2 )

    • Metering Device / Check Valve ( 3 )

    • Evaporator Coil Replacement 1-5 Ton ( 3 )

    Furnace / Air Handler

    • System Type / Repair ( Residential )

    • All Fuel Control ( 1 )

    • Bearing Assembly (1 set) or Shaft ( 1 )

    • Blower Motor / Inducer Motor and/or Wheel ( 1.5 )

    • Blower Motor Bracket / Mount ( 1 )

    • Burners ( 1 )

    • Cad Cell ( 1 )

    • Couplers ( 1 )

    • Door Switch ( 1 )

    • Fan & Limit Control ( 1 )

    • Fan / Main Control or Ignition Module ( 1 )

    • Flame Sensor ( 1 )

    • Fuel Pump – Oil System ( 1 )

    • Gas Valve 1-5 Ton ( 1 )

    • Gas Valve 6-10 Ton ( - )

    • Gas Valve >10 Ton ( - )

    • Heat Exchanger - Primary and/or Secondary ( 4 )

    • Heating Element Assembly ( 1 )

    • Igniter ( 1 )

    • Inducer / Combustion Assembly ( 1 )

    • Misc./ Main /Auxiliary Wiring ( 1 )

    • Pressure Switch ( 1 )

    • Selector Switch ( 1 )

    • Thermocouple or Thermal Fuse ( 1 )

    • Transformer ( 1 )

    • Unit Exchange ( 2.5 )

    Accessories

    • Thermostat ( 1 )

    • Electric Air Cleaner ( 1 )

    • Zone Panel ( 2 )

    • Zone Damper ( 1 )

    • Sensor ( 1 )

    • UV Light Ballast ( 1 )

    • EEV ( 3 )

  • Outdoor Units

    • Accumulator ( 3 )

    • Capacitor - Run/Start/Split ( 1.5 )

    • Condenser Coil 1-5 Ton ( 4 )

    • Condenser Coil 6-25 Ton ( 5 )

    • Condenser Coil 26-50 Ton ( 6 )

    • Condenser Coil >50 Ton ( 10 )

    • Contactor 1-5 Ton ( 1 )

    • Contactor 1-10 Ton ( 1.5 )

    • Contactor >10-50 Ton ( 2.5 )

    • Crank Case Heater ( 1.5 )

    • Control Board ( 1.5 )

    • Defrost Relay ( 1.5 )

    • Sensor ( 1.5 )

    • Compressor & Drier 1 – 5 Ton (compressor size) ( 5 )

    • Compressor & Drier 6 – 10 Ton (compressor size) ( 6 )

    • Compressor & Drier 11 – 15 Ton (compressor size) ( 7 )

    • Compressor & Drier 16 - 25 Tons (compressor size) ( 8 )

    • Compressor & Drier 26 - 35 Tons (compressor size) ( 9 )

    • Compressor & Drier 36 - 50 Tons (compressor size) ( 10 )

    • Compressor & Drier 51 - 80 Tons (compressor size) ( 12 )

    • Fan Blade ( 1.5 )

    • Leak / Restriction ( 2.5 )

    • Schrader Core ( 1.5 )

    • Low or High Pressure Switch ( 2.5 )

    • Motor & Capacitor 1/4-1 HP ( 1.5 )

    • Motor & Capacitor 1.5-5 HP ( 2 )

    • Motor & Capacitor 6-10 HP ( 3 )

    • Motor & Capacitor >10 HP ( 4 )

    • Reversing Valve ( 3 )

    • Service Valve / DTC Replacement ( 2.5 )

    • Time Delay Relay (when part of the original equipment) ( 1.5 )

    • High Voltage Wire Repair (low voltage not covered) ( 1 )

    • Unit Exchange ( 3 )

    Indoor Coil

    • System Type / Repair ( Commercial )

    • Drain Pan ( 2 )

    • Expansion Valve ( 3.5 )

    • Leak in Coil ( 2.5 )

    • Leak in Factory piping, Joints or Valves ( 3 )

    • Liquid Line Solenoid Valve ( 2.5 )

    • Metering Device / Check Valve ( 3 )

    • Evaporator Coil Replacement 1-5 Ton ( 4 )

    • Evaporator Coil Replacement 6-25 Ton ( 5 )

    • Evaporator Coil Replacement 26-50 Ton ( 6 )

    • Evaporator Coil Replacement >50 Ton ( 10 )

    Furnace / Air Handler

    • System Type / Repair ( Commercial )

    • All Fuel Control ( 1.5 )

    • Bearing Assembly (1 set) or Shaft ( 1.5 )

    • Blower Motor / Inducer Motor and/or Wheel ( 2 )

    • Blower Motor Bracket / Mount ( 1.5 )

    • Burners ( 1.5 )

    • Cad Cell ( 1.5 )

    • Couplers ( 1.5 )

    • Door Switch ( 1 )

    • Fan & Limit Control ( 1.5 )

    • Fan / Main Control or Ignition Module ( 1.5 )

    • Flame Sensor ( 1 )

    • Fuel Pump – Oil System ( 1.5 )

    • Gas Valve 1-5 Ton ( 1.5 )

    • Gas Valve 6-10 Ton ( 2 )

    • Gas Valve >10 Ton ( 3 )

    • Heat Exchanger - Primary and/or Secondary ( 5 )

    • Heating Element Assembly ( 1.5 )

    • Igniter ( 1.5 )

    • Inducer / Combustion Assembly ( 1.5 )

    • Misc./ Main /Auxiliary Wiring ( 1.5 )

    • Pressure Switch ( 1.5 )

    • Selector Switch ( 1.5 )

    • Thermocouple or Thermal Fuse ( 1.5 )

    • Transformer ( 1.5 )

    • Unit Exchange ( 3 )

    Accessories

    • Thermostat ( 1 )

    • Electric Air Cleaner ( 1.5 )

    • Zone Panel ( 2.5 )

    • Zone Damper ( 1 )

    • Sensor ( 1 )

    • UV Light Ballast ( 1 )

    • EEV ( 4 )

    Commercial Refrigeration

    • Capacitor – Run or Start or Split ( 1 )

    • Condenser Fan Motor (with or without Blade) ( 2 )

    • Contactor ( 1 )

    • Control Board ( 1 )

    • Crank Case Heater ( 1 )

    • Defrost Sensor ( 1 )

    • Defrost Timer ( 1 )

    • Evaporator Fan Motor (with or without Blade) ( 1.5 )

    • Fan Blade (Evap or Condenser) ( 1.5 )

    • Internal Fuses ( 0.5 )

    • Low or High Pressure Switch ( 1.5 )

    • Programmable Controller ( 1.5 )

    • Relay ( 1 )

    • Suction Pressure Transducer ( 1 )

    • Thermistor/Sensor ( 1 )

    • Thermostat ( 1.5 )

    • Transformer ( 1 )

    • Wire Repair ( 1 )

    • Refrigeration: ( )

    • Accumulator / Receiver ( 3 )

    • Compressor & Drier <1 HP ( 3 )

    • Compressor & Drier 1 - 3.5 HP ( 4 )

    • Compressor & Drier 4 - 6 HP ( 5 )

    • Compressor & Drier 6.5 - 10 HP ( 6 )

    • EEV or TXV ( 2.5 )

    • Filter Drier (solo repair if drier is restricted or damaged) ( 1 )

    • Headmaster ( 3 )

    • Leak in coil (Evaporator or Condenser) Braze Leak ( 2 )

    • Leak in Factory piping, Joints or Valves (threaded joints excluded) ( 2 )

    • Liquid Line Injector ( 1 )

    • Replace Coil (evaporator or condensor) ( 5 )

    • Restriction ( 3 )

    • Schrader Core ( 1 )

    • Service Port / King Valve ( 3 )

    • All Fuel Control ( 1 )

    • Aquastat ( 1 )

    • Bearing Assembly (1 set) 1+ HP or Shaft ( 1.5 )

    • Blower / Inducer Motor and / or Wheel ( 1.5 )

    • Blower Motor Bracket / Mount ( 1 )

    • Motor (Power Vented Units) ( 1 )

    • Boiler Pumps (Circulator) ( 2.5 )

    • Burners ( 1 )

    • Burner Assembly ( 1 )

    • Cad Cell ( 1 )

    • Couplers ( 1.5 )

    • Fan / Main Control or Ignition Module ( 1 )

    • Fan, Sequencer, or Other Relay ( 1 )

    • Flame Sensor ( 1 )

    • Flue Damper (Boilers Only) ( 1 )

    • Fuel Pump – Oil System ( 1 )

    • Gas Valve ( 1 )

    • Heating Element Assembly ( 1 )

    • Igniter – Hot Surface or Spark Ignition (Electrode) Non-Sealed Combustion ( 3 )

    • Igniter – Hot Surface or Spark Ignition (Electrode) Sealed Combustion ( 1 )

    • Inducer / Combustion Assembly ( 1 )

    • Main, Auxiliary, or Spill (Roll Out) Limits 2 - Wire ( 1.5 )

    • Misc. Internal Wiring ( 1 )

    • Pressure Relief / Switch ( 1 )

    • Primary Heat Exchanger ( 3 )

    • Selector Switch ( 1 )

    • Tank Replacement (<=50 Gallons) (Water Heaters Only) ( 1 )

    • Tank Replacement (>50 Gallons) (Water Heaters Only) ( 1.5 )

    • Thermocouple or Thermal Fuse ( 1 )

    • Thermostat (if installed at time of system installation) ( 1 )

    • Transformer ( 1 )

    • All Fuel Control ( 1.5 )

    • Aquastat ( 1.5 )

    • Bearing Assembly (1 set) 1+ HP or Shaft ( 2 )

    • Blower / Inducer Motor and / or Wheel ( 2 )

    • Blower Motor Bracket / Mount ( 1.5 )

    • Motor (Power Vented Units) ( 1.5 )

    • Boiler Pumps (Circulator) ( 3.5 )

    • Burners ( 1.5 )

    • Burner Assembly ( 1.5 )

    • Cad Cell ( 1.5 )

    • Couplers ( 2 )

    • Fan / Main Control or Ignition Module ( 1.5 )

    • Fan, Sequencer, or Other Relay ( 1.5 )

    • Flame Sensor ( 1.5 )

    • Flue Damper (Boilers Only) ( 1.5 )

    • Fuel Pump – Oil System ( 1.5 )

    • Gas Valve ( 1.5 )

    • Heating Element Assembly ( 1.5 )

    • Igniter – Hot Surface or Spark Ignition (Electrode) Non-Sealed Combustion ( 4 )

    • Igniter – Hot Surface or Spark Ignition (Electrode) Sealed Combustion ( 1.5 )

    • Inducer / Combustion Assembly ( 1.5 )

    • Main, Auxiliary, or Spill (Roll Out) Limits 2 - Wire ( 2 )

    • Misc. Internal Wiring ( 1.5 )

    • Pressure Relief / Switch ( 1.5 )

    • Primary Heat Exchanger ( 4 )

    • Selector Switch ( 1.5 )

    • Tank Replacement (<=50 Gallons) (Water Heaters Only) ( 1.5 )

    • Tank Replacement (>50 Gallons) (Water Heaters Only) ( 2 )

    • Thermocouple or Thermal Fuse ( 1.5 )

    • Thermostat (if installed at time of system installation) ( 1.5 )

    • Transformer ( 1.5 )

  • Conforl Panel

    • Boards ( 1 )

    • Module ( 1 )

    • Battery Charger ( 1 )

    • Battery Cable ( 1 )

    • Fan ( 1 )

    • Gov. Driver ( 1 )

    • Voltage Regulator ( 1 )

    • Transformer ( 1 )

    • On / Off Switch ( 0.5 )

    • Exercise Switch ( 0.5 )

    • All Solenoids ( 1 )

    • Ignition Coil ( 1 )

    • Relay ( 1 )

    • Regulator Assembly ( 1 )

    • Controller Assembly ( 1 )

    • Contactor Assembly ( 1 )

    • All Sensors ( 1 )

    • Generator

    • Rotor ( 10 )

    • Stator ( 10 )

    • Transfer Switch ( 2 )

    Engine

    • Complete Engine ( 4 )

    • Cylinder head Assembly ( 2 )

    • Stepper Motor ( 1 )

    • Starter ( 1 )

    • Pulleys ( 1 )

    • Oil Pressure Switch ( 1 )

    • OII Drain Valve ( 1 )

    • Mag Pickup / Magneto kit ( 1 )

    • High Temp Switch ( 1 )

    • Coolant Plug ( 0.5 )

    • Anti Freeze Cap ( 0.5 )

    • Hose Cap ( 0.5 )

    • Alternator ( 1 )

    • Muffler Assembly ( 10 )

    • Radiator ( 6 )

    • Chock/Plate/Mechanism ( 1 )

    • Throttle Body ( 1 )

    • Complete unit ( 10 )

  • Conforl Panel

    • Boards ( 2 )

    • Module ( 1 )

    • Battery Charger ( 1 )

    • Battery Cable ( 1 )

    • Fan ( 1.5 )

    • Gov. Driver ( 1 )

    • Voltage Regulator ( 2 )

    • Transformer ( 1 )

    • On / Off Switch ( 0.5 )

    • Exercise Switch ( 0.5 )

    • All Solenoids ( 1 )

    • Ignition Coil ( 1 )

    • Relay ( 1 )

    • Regulator Assembly ( 1 )

    • Controller Assembly ( 1 )

    • Contactor Assembly ( 1 )

    • All Sensors ( 1 )

    • Generator

    • Rotor ( 10 )

    • Stator ( 10 )

    • Transfer Switch ( 3 )

    Engine

    • Complete Engine ( 5 )

    • Cylinder head Assembly ( 3 )

    • Stepper Motor ( 1 )

    • Starter ( 1 )

    • Pulleys ( 1.5 )

    • Oil Pressure Switch ( 1 )

    • OII Drain Valve ( 1 )

    • Mag Pickup / Magneto kit ( 1 )

    • High Temp Switch ( 2 )

    • Coolant Plug ( 2 )

    • Anti Freeze Cap ( 0.5 )

    • Hose Cap ( 0.5 )

    • Alternator ( 1 )

    • Muffler Assembly ( 10 )

    • Radiator ( 10 )

    • Chock/Plate/Mechanism ( 1 )

    • Throttle Body ( 1 )

    • Complete unit ( 10 )