Frequently Asked Questions

Choosing the right warranty is an important decision, and we want you to feel confident every step of the way. Here are the answers to the most common questions we receive about eligibility, coverage, repairs, and claims – all in one convenient place. If you don’t see your exact question here, our team is always just a phone call away.

Questions About Your Warranty, Answered

Eligibility

  • What qualifies as a “Used” bus?

    Most buses that are less than 10 years old and under 150,000 miles qualify for used coverage (12–36 month terms), provided they pass an inspection and ECM fault code review. 

  • How old can a bus be to buy warranty coverage?

    A bus must be the current model year minus 10 years or newer to qualify. For example, in 2025, model year 2016 and newer buses are eligible. 

  • What qualifies as a “New” bus?

    If your bus still has a manufacturer’s warranty, it qualifies for New Bus plans, which extend coverage for either 3 or 5 years (50,000–150,000 miles) after OEM coverage ends.

     

Repairs

  • Where can repairs be done?

    You choose the repair facility. The only requirement is that it must be ASE‑certified. 

  • Can technicians perform their own fleet repairs?

    Yes. Fleet technicians and other qualified facilities can complete the work, as long as they follow the claims process. (Sorry — no “shade‑tree mechanics!”) 

  • Can the customer repair their own vehicle and get paid?

    No. The repair must be done by an authorized repair facility. Customers may, however, do their own oil changes, as long as they keep the receipts. 

Claims & Payments

  • How are claims paid?

    After customer verification of a covered claim, Specialty Administration Services pays the repair facility directly using Visa, Amex, or ACH. 

  • Who gets paid — the customer or the repair facility?

    The repair shop is paid directly, not the customer. 

  • What SRT/labor time standards do you use?

    **Nationally recognized labor guides**, such as Mitchell 1 and Motor Guide. 

  • Are diagnostics covered?

    Yes. Diagnostic times are covered if the repair is tied to a covered component. Labor times are based on recognized standards (e.g., Mitchell 1, Motor Guide). 

  • What is the process for filing claims?

    Call our claims department at 888‑668‑4360. You’ll always reach a live representative (no robots). After claim approval, repairs may begin. Once complete, we pay the repair facility immediately by credit card or ACH. 

  • Do shop supplies and environmental fees get paid?

    No. These items (shop supplies, environmental fees, etc.) are the customer’s responsibility. 

Coverage Details

  • Is the limit of liability per claim or for the life of the contract?

    The limit of liability applies to the life of the contract. 

  • Is the whole turbo assembly covered?

    Yes, the turbo itself is covered; however, the VGT actuator is not covered. 

  • Is the EGR valve or cooler covered?

    Yes, with the Exhaust Aftertreatment System (EAS) add‑on, both the EGR valve and EGR cooler are covered.

     

  • Is a replacement part covered again if it fails?

    Yes. Replacement parts typically have a 12‑month/100,000 mile manufacturer warranty. If your Bus Master coverage is longer (e.g., 24–36 months), and the part fails again after the OEM replacement warranty expires, it will be covered again under your contract.

     

Towing & Roadside Assistance

  • What is the towing limit?

    • Up to $475 per event.
    • One service per 72 hours is available.
    • Five free dispatches per year of the contract term.
    • After five dispatches, towing is still available on a cash call basis. 
    • Authorized Bus Master dealers can also arrange towing within the contract guidelines. 

  • Will you pay technician drive time for mobile repairs?

    Yes. Drive time is included under towing coverage if needed to transport the bus or authorize mobile repair. 

  • Can mobile technician costs be used instead of towing?

    Yes. Tow money can be re‑allocated toward a mobile roadside tech call if preferred. 

Protected by Bus Master Warranty