In this episode of The Car Bar, featuring Mike Bacosa, Vice President of Claims & Operations at CNA National, we take an inside look at what really happens after a customer files a vehicle service contract claim.

For dealerships, the claims experience is one of the biggest drivers of customer satisfaction, retention, and long-term trust. Mike breaks down how claims are evaluated, why consistency matters, and how transparent communication strengthens the relationship between dealerships, administrators, and customers.

This episode explores the behind-the-scenes processes that keep claims fair, efficient, and centered on delivering the best possible customer experience, while helping dealerships build credibility long after the vehicle is sold.

💡 In this episode, you'll learn:

-How vehicle service contract claims are reviewed and approved

-Why consistency and contract clarity build customer trust

-The role claims departments play in protecting dealership reputations

-How transparent communication improves customer satisfaction

-Why the post-sale experience is critical to long-term dealership success

- How CNAs claims portal is enhancing the role of a service advisor.

We also discuss how dealerships can strengthen customer relationships by setting clear expectations, partnering with trusted providers, and understanding the claims process from both the dealer and consumer perspective.

Whether you're a dealer principal, general manager, sales manager, service manager, advisor, or F&I professional, this episode provides valuable insight into creating better ownership experiences, improving customer retention, and building lasting trust through every stage of the ownership journey.

Subscribe to The Car Bar for more conversations on: Automotive sales • Dealership leadership • F&I strategy • Fixed operations • Claims management • Customer experience

📩 Connect with the Hosts & Guests

Have questions about this episode or want to connect directly?

HOSTS:

Steve Phillips – Conley Insurance Group

📧 [email protected]

Brian Jacobson – Conley Insurance Group

📧 [email protected]

GUEST:

Mike Bacosa – Vice President of Claims and Operations, CNA National

📧 [email protected]