The Warranty Programme Playbook

A warranty programme needs more than a product name. It needs a clear operating model that the sales, finance and aftersales teams can follow.

This playbook sets out the questions a dealer should answer before launch or review.

1. What is the programme for?

Define the customer outcome and the role warranty should play in the ownership journey. A programme designed only around a sales target can create poor explanations and inconsistent handovers.

2. Who is responsible for each decision?

Document who sets the products, cover and price, who handles claims and what authority applies. These arrangements vary by operating model and should be agreed before launch.

3. Can the sales team explain it?

Give the team a short, accurate explanation. The certificate and policy terms must remain the source of truth. Avoid promises that are broader than the documented cover.

4. Is the handover complete?

The customer should leave with their certificate, policy terms, contact route and a clear instruction not to authorise repairs before following the claims process.

5. How will the programme be reviewed?

Review administration, customer questions, claim themes and dealer feedback regularly. The aim is to identify friction early and improve the process without changing promises informally.

Love Warranty supports three operating routes. Love Products provides a ready-made starting point, White Label puts the dealer's brand on the programme, and WarrantyOS supports experienced operators who want to run the desk themselves.