Claim Management System (CMS) Wiki

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====== Qualification Worksheet ======
This form is for consumers who are interested in making a claim for their vehicle. There are incidences where consumers are unable to submit a claim form online. A provincial administrator is able to submit a claim on behalf of a consumer. 

You will be required to submit a form to help CAMVAP assess your eligibility for the program. You will also create and activate an account that you will then use to manage your claim as it progresses. Based on a few questions, an assessment of whether some basic requirements are met to qualify.

To access the qualification worksheet, go to **www.camvap.ca** and select **Start The Process**.

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===== Step 1 – Information on Hand =====

It is important to have the following information on hand, to be able to fill out the application.  You will be asked to verify if you have the following information ready to complete the form.

  * Current odometer reading
  * Vehicle Identification Number
  * Make and model year
  * File number and name of the person spoken to at the manufacturer, who had been trying to resolve the issue
  * If related to a connectivity issue: 

  *   The make(s), model(s), and software version(s) of the device(s) in use.
  *   The make(s), model(s), and software version(s) of the device(s) used to test issues.
  *   Confirmation that the above and the functionality is compatible with your vehicle and supported by the manufacturer. 
  *   Please contact the manufacturer customer care line if you are unsure of the compatibility.
 
  * If aftermarket part(s) are installed on the vehicle, the name(s) of the aftermarket part(s).  

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===== Step 2 - Qualifying =====

  * Respond **Yes** or **No** to the qualification questions. 
  * If you qualify, a larger application page will open automatically.
  * If a response during the qualification stage is such that the claim is ineligible a notification will pop up that will indicate the reason for ineligibility.

**In order to qualify the responses need to be in-line with:**

  * The age of the vehicle must be the current or past 4 model years.
  * Mileage must be under 160,000 km
  * The vehicle must not weigh more than 4,536 kg (10,000 lbs)
  * You must still own and/or lease the vehicle
  * You must have communicated the issue with the manufacturer and authorized dealer, to provide them with sufficient time to rectify the issue
  * You must not have attempted to resolve the issue in court

**The following messages will appear when a response during the qualification stage is such that the claim is ineligible:**

//Unfortunately, you are not eligible for the CAMVAP Program as your vehicle model year does not fall between the model years eligible for the Program. Please refer to the Agreement for Arbitration for more information.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:vehicle_model_year_message.png|}}

//Vehicles that have traveled more than 160,000 km are not eligible for the CAMVAP Program. Please refer to the Agreement for Arbitration for more information.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:vehicle_mileage_message.png|}}

//Unfortunately, you are not eligible for the CAMVAP Program as your vehicle exceeds the Gross Vehicle Weight allowable under the CAMVAP Program. Please refer to the Agreement for Arbitration for more information.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:gvw_message.png|}}

//You must be the registered owner of the vehicle when the problem arose and at the time of application to the CAMVAP Program.
As you are not the registered owner of the vehicle a Qualification Worksheet cannot be completed.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:registered_owner_message.png|}}

//You must have tried to resolve the dispute with the manufacturer (according to the dispute resolution process described in your warranty booklet) and have given both the authorized dealer and the manufacturer a reasonable amount of time and opportunity to resolve the problem before you can apply to the CAMVAP program. Please contact the manufacturer at the number listed in your warranty handbook to try to resolve your issue.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:resolve_dispute_message.png|}}

//Unfortunately any claims that are currently or have previously been arbitrated or mediated outside the plan or litigated before the courts are not eligible for the program.

If you have any questions please contact the CAMVAP Provincial Administrator at 1-800-207-0685.//

{{:resolve_court_message.png|}}

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===== Privacy Notice =====

  * Read the Privacy Notice.
  * Select **Continue** to submit the qualification worksheet.
  * If you do not consent, the qualification worksheet will not be submitted.

By submitting this form you consent to the use of your personal information herein by us and our service providers for the purposes of processing your application, contacting you for optional surveys regarding your experiences with the CAMVAP arbitration process, evaluation of your survey responses, and administration of the CAMVAP program.  Once you submit this form, your personal information will become part of the electronic case file that is retained by us and our service providers and will be shared with the manufacturer and arbitrator in connection with the arbitration.  Survey responses will have no impact on past or future Claims.  Your personal information will not be shared outside of the program for any purpose other than indicated herein. 

If you have questions or concerns related to our collection of your personal information, compliance with this privacy notice or the handling of your personal information, please contact our Privacy Officer at: info@camvap.ca. 

{{:privacy_notice_submit.png|}}

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===== Input Information =====

Using the information collection form, you will insert contact, vehicle, manufacturer and claim details to be reviewed.

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==== Name ====

  * Select your preferred title. 
  * Type in your First and Last Name

{{:qw_first_last_name.png|}}

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==== Phone Numbers ====

  * Type in your phone number and select the type of number it is.
  * Select **Add a phone number** for each contact number you would like to provide.
  * Select Delete for each contact number you would like to remove.

{{:application_phone_number.png?|Phone Number}}

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==== Address ====

  * Provide an address by starting to type in the address box.
  * Click on your address that auto-populates in the address box.

{{:address.png|Address}}

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==== VIN ====

  * Check your car registration/insurance/front dashboard by the window to provide your VIN number. 
  * Your VIN number will be checked for accuracy/validity through VinAudit Canada or CarFax Canada.
  * Your vehicle description will auto-populate.

{{:qw_vin.png|}}

► If the following message appears, please check the VIN again.  A common error is the insertion of the letter ‘O’ instead of the number ‘0’:

//The VIN you have entered is incorrect, please check your bill of sale or lease agreement and re-enter the correct number.//

{{:vin_error_message_3.png|}}

► If the following messages appear and the vehicle manufacturer is listed as a participating manufacturer contact the Provincial Administrator at 1-800-207-0685:

{{:vin_error_message_2.png|}}

//The VIN you have entered is not one that is eligible for the CAMVAP program. Please check the VIN and re-enter or Contact the Provincial Administrator for more information.//

► If the following message appears, the vehicle model year is not eligible for CAMVAP:

//The VIN entered is for a vehicle manufactured outside the supported time frame. The vehicle is not eligible for CAMVAP.//

{{:vin_error_message_1.png|}}

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==== Odometer Reading ====

  * Input your vehicles **current** odometer/mileage reading.

{{:qw_odometer_reading.png|}}

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==== Commercial Use of Vehicle ====

  * Choose **Yes** or **No** in the box to indicate whether the vehicle is used for commercial purposes.

{{:qw_commercial_use.png|}}

  * If you select **Yes** provide the business name and the percentage of time it was used for the business. Please only include numbers and no symbols.

{{:qw_commercial_use_info.png|}}

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==== Aftermarket Parts====

  * Select all aftermarket part(s) installed on your vehicle.

{{:ap_qw_questions.png|}}

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==== Problem Identification====

  * Provide a detailed description of the problem.
  * This field cannot be longer than 250 characters.
  * Use the **Delete** button to remove any issues as required.
  * Use the **Add a Problem** button to add another issue you would like disclosed in the claim.

{{:qw_problem_description.png|}}

**Clearly outline the current defects that you allege (those where the defect is currently causing symptoms in your vehicle that have not been properly repaired) or the problem you have with the new vehicle warranty. Try to be as specific as possible with each of the issues that make up your claim.**

Take your time with this section because at the hearing the arbitrator can only consider the problems you identify here and no others. The details entered here will be carried over to the Claim Form, unchanged.

When the Provincial Administrator or arbitrator or manufacturer read the Problem Identification section, they should be able to understand the essence of your dispute with the manufacturer. You must clearly identify the problem(s) with your vehicle and what it is that you want the arbitrator to decide. What do you allege as the defect in vehicle assembly or materials specific to your vehicle? Or what is your concern about how the manufacturer is applying or administering its new vehicle warranty? These allegations must be made as specific statements.

It is up to you to decide how to explain the problem with your vehicle. It might be helpful to prepare a list of events in the order that they took place.

  - When did the problem with your vehicle first begin? 
  - How was the problem diagnosed and repaired? With what results? 
  - What did you do next? 
  - When and how did you come to the conclusion that there was a defect in vehicle assembly or materials? 
  - How do you best describe the current defect with the vehicle?

  * Select the calendar icon and choose the date of the last time the vehicle was seen by a dealer.

{{:application_last_seen.png|}}

  * If the issue is still outstanding, meaning it has not been fixed, select **No**. 
  * If the issue has been resolved, select **Yes**.

{{:application_issue.png|Issue Outstanding}}

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==== Connectivity ====

  * If the issue is related to vehicle connectivity with a third-party electronic device such as a cell phone, select **Yes**. 
  * Otherwise, select **No**.
  * Any claim or allegation that a third-party electronic device does not properly or reliably connect to your vehicle's computer or electronic systems if the manufacturer does not support the device or its functionality.

{{:qw_connectivity_y_n.png|}}

  * If it is, input the third party device's make and model, software version, whether or not the third party device and functionality is supported by the manufacturer and if this is the primary third party device that is connected to the vehicle or a tested device used to troubleshoot or test the alleged problems.
  * **Primary third party devices** are those that are primarily used to connect with the vehicle. 
  * **Tested third party devices** are those that were used to troubleshoot connectivity problems.
  * Use the **Delete** button to remove any third-party electronic devices as required.
  * Use the **Add Device** button to add another third-party electronic device you would like disclosed in the claim.
  * If you are uncertain about the make, model, software version and functionality compatibility with your vehicle and whether or not it is supported by the manufacturer, contact the manufacturer customer care line.  Contact information may be found by selecting **Click here for contact details**.

{{:qw_connectivity.png|}}

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==== Manufacturer Contact Name or File Number ====

  * Include the name(s) and file number(s) or reference number(s) of all contact made with the manufacturer’s customer care line. 
  * Do not include the name(s) of contacts made at the dealership. 

{{:qw_manf_contact_file_number.png|}}

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==== User Account ====

  * Create a username and password to be able to access details of your claim. 
  * Your username can only contain lower-case letters and digits.
  * Your username cannot contain any spaces.
  * Your password is required to be at least 5 characters.
  * Review all details for accuracy.
  * You must confirm you are not a robot.
  * Use the **Submit Application** button to submit the qualification worksheet.
 
{{:application_username.png|Username}}

  * If you do not confirm that you are not a robot, the Submit button will be grayed out and the qualification worksheet cannot be submitted.
  * If you do not complete all fields, the Submit button will be grayed out and the qualification worksheet cannot be submitted.  Please check all fields for completion.

{{:qw_error_message.png|}}

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===== Confirmation =====

  * You will receive a message and an automated email confirmation to notify you that the qualification worksheet has been submitted and will be handled by a provincial administrator.

{{:application_completion.png|}}

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===== Completing Submission =====

  * In order to continue the process, you will need to log into your email and activate your account.
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