Warranty Innovations 2025 brought together leading voices from OEMs, TPAs, and service contract providers to share how innovation, AI, data, and customer experience are redefining warranty operations.
From automotive to consumer electronics, industry leaders showcased how they’re combining data intelligence with process discipline to deliver better outcomes. Whether it was enhancing customer experience, modernizing vehicle service contracts, or improving administrative performance, the event highlighted how companies are transforming warranty management into a driver of brand trust and customer loyalty.
Customer experience emerged as a defining advantage in warranty operations. As products grow more reliable, the real differentiator lies in how claims, service and care interactions shape long-term loyalty.
In her presentation, “Growing Awareness in a Saturated Market,” Barbara Benjamin, Director of MX Paid Services at Samsung Electronics America, shared how Samsung Care+ tripled its subscriber base in just three years. Her team’s approach centers on three principles: product innovation that resonates with customers, strategic PR tied to product launches, and a strong focus on customer experience.
In Bosch’s presentation, “From ‘It’s Not Covered’ to ‘We’ve Got You Covered.’” Jennifer Reiss from Bosch took the conversation from metrics to mindset. She showed how BSH reframed warranty interactions around empathy, transparency, and proactive solutions. She showed how every claim interaction is a relationship moment that can either build trust or reinforce frustration, and that genuine empathy at that moment is what turns service into loyalty.
Together, these sessions highlighted that the future of warranty success lies in connection, where data, AI technology, and culture work together to build customer trust.
As warranty and service programs grow more complex, managing cost and risk has become just as critical as improving customer experience.
Ty Holcomb, Manager of Loss Control at Toyota Financial Services, presented “Loss Control 101 – The Basics,” a framework for reducing loss ratios through proactive dealer engagement and data integrity. Toyota’s Loss Control Program uses real-time dealer performance data to target high-loss accounts, claims automation levels and deploy on-site consultations that help partners control expenses before they escalate.
Michael Huff, President of Nissan Global Reinsurance, tackled the cost side of the equation in his presentation: “Tools to Help Mitigate Inflationary/Tariff Costs.” He outlined how inflation, tariffs, and supply chain shifts are squeezing margins across extended service contracts. Huff’s approach centers on diversifying parts sourcing, reevaluating labor and logistics structures, and integrating actuarial forecasting and AI-driven claims management to protect profitability.
These sessions reinforced that smarter control doesn’t mean restrictions. Instead, companies can use data and collaboration to make better, faster decisions.
Speakers: Angie Breedlove, Executive Director at Women of Warranty; Ted Danner, Senior Director of Warranty & Service Contract AI Solutions & Sales at Circuitry.ai; Oliver Wyman; Jim Mostofi, Chief Executive Officer at Rely Home; Jacob Carter, Senior Actuarial at Jeweler’s Mutual; and Suzanne Adams, Director of Business Development at Jeweler’s Mutual.
Nearly 100 attendees joined the ESC workshops to explore the main concepts of service contracts, share winning solutions, and discuss real-world case studies and lessons learned.
It was an unbelievable afternoon with the interactive workshop where industry attendees planned and created an entire ESC product and business proposal, then presented it. By breaking into four teams and leveraging all the talent at the respective tables, the proposals were incredibly creative, thorough, and well-presented.
*Vehicle, Home, Appliance, Consumer Goods and other Special Markets!
With rising costs and market pressures, warranty programs are becoming a careful balance between customer value and profitability.
In the presentation “What do you do with unprofitable warranties,” Kolby Rath, Global Business Manager, Extended Warranty at John Deere, joined Ron Fowler, Managing Director, and Jeremy Pecora, Director at WTW, to address one of the industry’s most persistent challenges: unprofitable service contract programs.
The discussion detailed the root causes, from uninformed pricing driven by market pressure to the hidden impact of inflation and product quality deterioration over time. They showcased examples where software-driven scenario testing helped identify how even a 1% change in inflation could significantly alter portfolio performance, especially for longer-term policies.
To correct unprofitable programs, they outlined three clear levers: adjust pricing where the market allows, introduce subvention to offset gaps when price increases aren’t feasible, and work closely with engineers to improve product quality and reduce claim frequency.
The session made one point clear: profitability comes from teamwork, clear data, and knowing when to adjust before issues grow.
Artificial intelligence is reshaping the warranty and service contract industry, driving smarter decisions, faster resolutions, and more personalized customer experiences. The panel discussion, “Harnessing AI to Transform Warranty Operations – from Sales to Claims,” brought together panelists, Ashok Kartham, Founder and CEO of Circuitry.ai; Brian Casey, Partner at Troutman Pepper Locke LLP; Jeremy Kuchenbecker, Vice President of Enterprise Digital Strategy at APCO Holdings; and Jim Mostofi, CEO at Rely Home, to explore how AI is transforming every stage of warranty operations.
The panelists shared how leading TPAs, OEMs, and administrators are using AI to automate claim scoring, deliver real-time technical assistance, and surface predictive insights that improve renewals, product quality, and cost forecasting.
They agreed that success starts with proving value in one measurable process, such as claim classification or inquiry deflection, before scaling. When applied thoughtfully, AI connects functions like claims, payments, and dealer or service provider performance into a single intelligent loop, providing real-time visibility and enabling proactive decisions.
AI is also redefining training and enablement through AI workers that deliver on-the-job coaching and instant coverage guidance to dealer and service teams. When built into workflows, AI strengthens every part of the warranty lifecycle, making claims and service faster, smarter, and more transparent for customers and partners alike.
Congratulations to Hendrick Autoguard and NationsGuard, for winning the Warranty Innovations Award for Operational Performance & Administrative Excellence. Their Claims team sets the standard for speed and service: answering calls in under 8 seconds, adjudicating claims in 15 minutes, and paying approved claims within a day.
Congratulations also to Endurance Dealer Services, winner of the Innovative Product Design category. Endurance stands out for managing the entire lifecycle of its vehicle protection plans in-house and for its unique Advantage Plan, which includes regular maintenance coverage and unlimited mileage.
We’re proud to support our customers, Hendrick Autoguard and NationsGuard and Endurance Dealer Services as they lead the way in warranty innovation. Their achievements demonstrate how AI-powered Warranty Decision Intelligence drives measurable results.
Learn how Warranty Decision Intelligence can help your team accelerate claim reviews, boost adjudication accuracy, and reduce warranty costs.