How to Manage Arbitration Claims in MyACV

Before you Begin

• Remember to you have your phone ready for video/photos, and a copy of an intiial diagnosis if you have one handy!
• Double check that the mileage on the unit is within 150 miles of delivery.

How to Start Your Claim

Once you are logged in:

• Select “My ACV”
• Select “Won”
  • If you are under more than one account, you can filter in the top right-hand corner to do so. 
• Once you locate which unit you need to arbitrate select the down arrow to expand the line.
• There are three choices from there for each line. Choose “Arbitration Management.”

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• Once you select Arbitration Management you can then start you claim by selecting “Start an Arbitration” 

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•  This is where you will begin your claim. Be sure to check out the ACV Arbitration Policy link if you have any questions about what can be claimed. 
• Once you select “Start an Arbitration,” it will give you more choices. You will then select “Start an Arbitration” once more.

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• From there you will be asked to input the current miles on the unit (please note: the odom reading at the time of arb submission cannot be greater than 150 miles over the mileage at delivery to the buyer!)

• Once you input the mileage you will select “Start Arbitration”
• Follow the prompts to outline the specific issues that arbitrating for.
  
  • Remember to take the time to thoroughly inspect the unit and outline all issues in the form at initial submission. We maybe unable to honor additional claims if brought after initial submission.

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You can then start submitting your evidence. Keep in mind the following Evidence Requirements:

• A video and it should include:
  
  • The issues being claimed
  • The VIN in the dash and the door sticker
  • The odometer
  • Any damage being claimed
• Any other photos that help outline the concerns you're submitting for arbitration review.
• Any diagnosis you may have already completed on the unit. Pay close attention to the Diagnosis Requirements (outlined below) to help streamline handling of your claim!
  
  • Note: If the diagnosis is too large to submit through the site you can send it via email to the ACV Arbitration Team member once your claim has been received and assigned to an Arbitration Administrator.

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What to Expect After Submitting Your Claim

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• An Arbitration Administrator will be assigned to your claim, typically within 1-2 hours of submission during business hours (note: hours are 8am - 8pm EST, Monday - Friday).
• We'll always try to get you on the phone to discuss your concerns and possible resolutions if you've indicated at submission that that's your preference. Otherwise, we'll reach out and work your claim via email.
• We can get claims handled in as little as 1-2 business days when we have all the evidence needed to do a thorough review of your claim. The quicker we can get evidence, the quicker we can get you to resolution!

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💡 Pro-Tip for Faster Review: We want to resolve this for you quickly! If you’ll be away from the dealership, please let us know or assign a teammate to the claim so we don't lose momentum. Note: if we're unable to reach you after a number of attempts, our team may assume you've resolved the issue independently and close out the claim.

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Diagnosis Requirements

When a member of the ACV Arbitration Team reaches out they may request a diagnosis, depending on the arbitrated issue.

💡 Pro-Tip for Faster Review: When getting a diagnosis, ensure the shop includes the name of the facility/point of contact, root cause, core issue, and specific correction. ACV uses wholesale labor rates for adjustments, so a clear breakdown helps us get you the right amount quickly!

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What Happens if your Claim is Approved? 

• If your claim is valid under NAAA and ACV's policies, you will be eligible for a price adjustment to account for the diminished value of the vehicle from the condition it was originally disclosed.Important: 
  
  • All auctions use wholesale parts and labor pricing for the purposes of calculating the appropriate adjustment for a claimed issue, not retail.
  • As appropriate, ACV will typically help source and quote a specific part for you to purchase for the repair.
• You may be entitled to cancelation of sale only if you've submitted a valid arbitration claim and havbe purchased the Purchase Protection product for that vehicle.

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*Important Disclosure related to towing and diagnosis fees:  in the event that the vehicle, due to condition only, is required to be towed to the shop for diagnosis or if the shop has applied a diagnosis fee, we will be able to reimburse reasonable towing and diagnosis expenses only upon validation of a covered claim.  If the claim is not a covered repair or if the claim is denied in accordance with our policy, we will not be able to reimburse any towing or diagnosis fee.

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Questions?

We're here to help!

💬 LiveChat in MyACV

📧 service@acvauctions.com

📞 1-800-553-4070 (Option 4)