Beyond the Call: How Toco's Concierge and Compliance Changed the Game

Toco Warranty’s Customer Service Department is redefining excellence in the Vehicle Service Contract (VSC) industry. Guided by the core value, “Do Right by Customers, Colleagues, and Company,” the department serves as the customer’s dedicated partner in navigating unexpected vehicle repairs. Unlike competitors that outsource claims, Toco manages the entire experience in-house, providing customers with clarity, transparency, and proactive support.

In 2023, Toco revolutionized the claims experience by launching a Claims Concierge team—a proactive service that guides customers step-by-step through the claims process. This effort, coupled with a plain-language compliance initiative, drastically reduced customer confusion and claim disputes. By empowering customers with clear, actionable information, Toco achieved a 92.3% first-call resolution rate, a 15% YoY increase in retention, and a 39% reduction in BBB complaints.

Operating with integrity, Toco maintains average hold times of under 20 seconds, significantly faster than the industry average of over 2 minutes. The department handled over 150,000 customer interactions in 2023 while maintaining 4.9-star ratings on Consumer Affairs and 4.6 on Trustpilot, earning Toco the most awarded provider in the VSC market space (over 40 Stevie and TITAN Awards in the last four years), and Toco the title of highest-rated VSC provider in its category. Through ethical practices, industry-first initiatives, and an empathetic customer experience, Toco stands as a trusted industry leader.