For 1990-2009 cars

# LAUNCH OF SERVICE PLAN - CAR CARE COVERAGE

#### SUBJECT: Launch of Saturn Service Plan - Saturn Car Care Coverage

#### To: All Saturn Retailers, General Managers, Sales Managers, Financial

Services Managers, Office Managers, and Fixed Operations Managers

THIS IS A REVISED BULLETIN. ALL CHANGES ARE SHADED.

We are excited to announce the launch of the Saturn Service Plan - Saturn Car Care, a new service and maintenance contract on November 1, 1994, except in the state of Florida which will launch on January 1, 1995. Saturn Car Care, along with our Extended Vehicle Coverage and Extended Powertrain Coverage, provides you with a complete portfolio of Saturn Service Plans which are intended to meet the various needs of our customers.

The Saturn Car Care plan is a service and maintenance contract that includes all the Saturn recommended scheduled maintenance. Saturn Car Care also provides for alternate transportation reimbursement for overnight covered mechanical repairs. In addition, the Saturn Car Care 3 year/45,000 mile version of the plan also provides for mechanical repairs (same as those covered by the Saturn Service Plan - Extended Vehicle Coverage) for the time and mileage the car is outside the 3 year/36,000 mile "Bumper-to- Bumper" New Car Limited Warranty.

Saturn Car Care was designed to fill a need in the short-term lease market segment, where customers may not find value in current Saturn Service Plan coverages since the "Bumper-to-Bumper" Limited Warranty covers most or all of their lease term. Thus, Saturn Car Care sales can enhance your overall leasing strategy, provide your Financial Services Manager with a marketable product and incremental income, and provide your fixed operations with steady maintenance business and customer retention. It can also add value to your off-lease business, since your used Saturns covered by this plan should be well-maintained. Currently, Saturn Car Care can be included with GMAC leases, but not GMAC finance contracts, since some states do not allow pre-paid maintenance to be included. Check with your other financial sources for acceptance on lease or finance contracts. Cash, of course, will always be accepted.

It is important that prior to offering this coverage to customers, each retail facility evaluate how Saturn Car Care will impact their service capacity.

#### Eligibility

Saturn Car Care is available for any new car or PEP vehicle purchase. Retailers may sell Saturn Car Care up to the customer's second oil change. For sales in the service bay, Saturn Car Care will pay for the oil change at time of purchase, but not prior oil changes. However, the Saturn Car Care plan must be submitted and accepted by Saturn before submission of claim.

The submission process will remain the same as the ("SS" case type) except the following steps:

- The parts screen will need to be completed with a part number. However, the part number does not need to be marked "failed".

- A cause code, complaint code, authorization comments indicator, technician comments, and line completion date will not be required when submitting the claim.

When submitting rental and mechanical claims associated with a Saturn Care Care Plan, the claim will remain the same. An "SS" case type will be needed.

The Saturn Car Care plan will follow the recommended Saturn Maintenance Schedule, which is located in the back cover of the 1996 Owner's Handbook and listed below.It has been brought to our attention that some Retailers offer customers, in the service lane, maintenance services which vary from the recommended Saturn Maintenance Schedule. However, to avoid confusion and misunderstandings, Retailers can only offer Saturn Car Care customers, maintenance services as recommended by Saturn, both at time of coverage purchase, and while in the service lane. And, Saturn Car Care will only reimburse Retailers for Saturn recommended maintenance at the mileage intervals and labor times listed below. It is important to note that selling additional maintenance services to Saturn Car Care customers will jeopardize a Retailer's right to offer this plan.

Mileage Labor Case Cause/Complaint Op. Interval Service Time Type Mode Code ----------------------------------------------------------------------------- 3,000; 9,000; Oil & .3 CC M15 X3500 15,000; 21,000 Filter Only 27,000; 33,000 39,000; 45,000

6,000 (Man Trans) Oil & Filter Man Trans 1.5 CC M15 X3510 6,000 (Auto Trans) Plus Saturn Auto Trans 1.1 M15 X3510 Recommended Maintenance 12,000 " .6 CC M15 X3520 18,000 " 1.2 CC M15 X3530 24,000 " .6 CC M15 X3540 30,000 (Man Trans) " Man Trans 1.7 CC M15 X3550 30,000 (Auto Trans) " Auto Trans 2.5 CC M15 X3555 36,000 " 1.4 CC M15 X3560 42,000 " 1.1 CC M15 X3570

* Change the oil and filter at 3 months or 3,000 mile intervals if the car is operated under one or more of the following conditions:

- Most trips are less than 5 miles.

- It's below freezing outside, day and night.

= It's very humid.

- Engine is often idling or running at low speed, as in heavy traffic.

- Car has towed a trailer.

- Car is driven in dusty places.

- Car is used for delivery service, police, taxi, or other services.

If none of the conditions listed above apply, the oil and filter change must be performed at or before 6 months or 6,000 miles.

#### Saturn Car Care Coverages

Saturn Car Care will be available in three affordable coverage terms, all with a $0 deductible, which match the lease terms we offer:

Coverage Term* Plan Retailer (whichever comes first) Code Cost MSRP --------------------------------------------------- 2 years/30,000 miles DD $355 $425 3 years/36,000 miles EE $415 $495 3 years/45,000 miles FF $515 $625

* The Coverage term begins on the vehicle's original in-service date (warranty start date) and at "O" miles. Coverage ends when the car has reached the selected time or mileage, whichever comes first.

#### Administrative

Attached is a sample of the current 1996 Coverage Agreement Registration form, providing information necessary to register Saturn Car Care plans.

Submit plan registrations electronically to Saturn through the BUSINESSLINE Saturn Service Plan entry, using the appropriate plan codes.

#### Cancellation and Transfers

Customers receive a full refund if they cancel within 60 days of buying Coverage and no claims have been filed. Customers who cancel Coverage after the first 60 days, or if a claim has been filed, will receive a pro-rated refund, less an administrative fee ($35 in most states).

Customers may also transfer remaining Coverage to the car's next owner for an administrative fee ($35 in most states).

Purchase of Saturn Car Care and Extended Vehicle Coverage or Extended Powertrain Coverage

Customers can purchase both Saturn Car Care and Extended Vehicle Coverage or Extended Powertrain Coverages, at the same time. It is important to note to customers that all Saturn Service Plans have alternate transportation reimbursement provisions, so there is some overlap in coverage purchased. However, Saturn strongly recommends that Retailers do not sell a 3 year/45,000 Saturn Car Care plan with an Extended Vehicle Coverage or Extended Powertrain Coverage since the customer would be purchasing 9,000 miles of mechanical coverage overlap ... it would not represent customer value. Instead, just sell customers who want both maintenance and mechanical coverage the 3 year/36,000 mile Saturn Car Care and the appropriate mechanical coverage. When a customer elects to purchase both a Saturn Car Care and an Extended Vehicle or Extended Powertrain Plan, two coverage agreement registration forms are required. This is because these are two separate transactions and each price must be defined separately, so there is no confusion if a customer elects to cancel one plan and not the other.

#### Employee Sales

GM Employee Option 1, 2, and PEP vehicle purchases who elect to buy Saturn Car Care must be allowed to purchase it at Retailer cost. Saturn will reimburse Retailers $50 for each sale.

#### Claims Procedures

Saturn Corporation has changed the current submission process of the Car Care Maintenance claims. Saturn has implemented a new case type (CC) for these maintenance claims.

Follow Saturn Service Plan claim procedures for Saturn Car Care reimbursement claims (refer to Section 5 of the Saturn Service Plan Administration Guide). This system verifies that the customer's coverage has not been cancelled so that claims can be paid promptly. It is important to note that the new CARES phone number is 1-800-MIC-CARE (1-800-642-2273).

Also, as with other Saturn Service Plan coverages, parts will be reimbursed up to Saturn List Price. Oil and tranmission fluid can be entered as a net item or as a part number. As of October 1, 1995 Saturn will pay $6.00 for the four quarts of oil required for a scheduled maintenace visit.

The Saturn Car Care coverage ends when the car has reached the selected time or mileage, whichever comes first. It is important to note, that if a customer comes in for maintenance at 4,500 miles, their next scheduled maintenance would be 7,500 miles. This may result in customers receiving less than their scheduled number of oil changes for 36,000 miles.

We believe that many of our lease, short-term, and cash customers will find value in our new, competitively priced, Saturn Car Care plan. With your help, we look forward to increasing our leasing business, building upon the Saturn Service Difference, and having late model, well-maintained, used Saturns for you to market.

General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.