Over the course of more than two decades in the warranty and service contract
industry, the 2025 Warranty Industry Champion, Justin Thomas, CEO, Endurance
Vehicle Services, has built a career defined by relationships, leadership, and an
unwavering commitment to helping others succeed. Reflecting on his impact, he
notes that "you are given one reputation," and his goal has always been for
colleagues, clients, and partners to "reflect positively on their interactions"
with
him. He believes that while technology continues to transform the industry, "this is
still very much a people first business," where relationships matter most.
Throughout his career, he has taken particular pride in helping others advance,
creating opportunities that have led to promotions, career growth, and lasting
professional success. As he puts it, "seeing good people connect and win together
is what matters."
His journey began as an intern at Aon Warranty Group while attending DePaul
University, an experience that sparked a lifelong passion for the warranty business
and ultimately led to leadership roles across some of the industry's most respected
organizations. Today, as a leader at Endurance, he continues to shape the evolution
of the direct-to-consumer protection market, helping make vehicle service
contracts and specialty insurance products more accessible and valuable to
consumers. He hopes his efforts have contributed to "building the market out in a
meaningful way and broadening awareness and improving customer experience."
Under his leadership, Endurance has strengthened its position as a leading direct-
to-consumer protection provider, delivering on its mission to "empower confidence
for the road ahead" through transparent, customer-focused solutions that help
consumers prepare for unexpected repairs and expenses.
Under the leadership of CEO Jim Mostofi, Rely Home has transformed the home
warranty industry by combining cutting-edge technology with a customer-first
approach. Founded in 2008, the company pioneered a direct-to-consumer model at
a time when most competitors focused primarily on real estate distribution
channels. By building an end-to-end proprietary technology platform, Rely Home
has maintained complete control over the customer experience—from sales and
engagement to claims and service delivery—enabling what Mostofi describes as
"the industry's fastest, most reliable service." Today, through its brands Choice
Home Warranty, Home Warranty of America, and Home Service Club, the company is helping make
homeownership simpler, more affordable, and better
protected for millions of consumers.
Mostofi's career has been shaped by decades of leadership in the warranty
industry, beginning with Service Net, where he served as General Counsel and
Chief Financial Officer before the company was acquired by AIG. He later led
AIG's global warranty division, bringing deep industry expertise to the founding
and growth of Rely Home. Under his leadership, the company has redefined what
homeowners expect from a warranty provider by turning "unexpected, high-cost
repairs into affordable, budget protection." Recognizing that today's consumers
demand "instant, Uber-like solutions," Rely Home has built a seamless service
model supported by advanced technology and a trusted nationwide network of
vetted service professionals, delivering speed, quality, and peace of mind in today's
subscription economy.
Hendrick Autoguard and NationsGuard are redefining what customers and dealers
should expect from a vehicle service contract provider by combining cutting-edge
technology with an unwavering commitment to service excellence. As the first and
only company in the automotive and vehicle service contract industry to earn
Platinum-level certification from the Customer Service Institute of America, the
organization has set a new benchmark for customer care. Through AI-powered
claims adjudication, rigorous agent training, and independently measured service
standards, Hendrick Autoguard has transformed the claims experience into one that
is fast, transparent, and customer-focused. Matthew Jackson, Senior Manager of
Product Development and Pricing for Hendrick Autoguard & NationsGuard, said,
"We're trying to change what people expect from a vehicle service contract
provider." He added, "For most people, filing a warranty claim is where the whole
experience falls apart... We think it should feel more like a continuation of the
experience they had buying the car." By proving that speed, efficiency, and
exceptional service can coexist, the company is raising expectations across the
entire industry.
Founded to provide Hendrick Automotive Group's customers with a service
contract experience that reflects the quality of the dealership itself, Hendrick
Autoguard has evolved into an industry leader serving more than 2.5 million
policyholders while extending its expertise to hundreds of independent dealer
partners through NationsGuard. In recent years, the company has paid more than
$1 billion in claims, earned more than 17 industry awards, and implemented AI
technology that enables a segment of claims to be processed with no human
intervention—allowing service professionals to focus on customers who need
personalized support. Jackson said he joined the organization because he "wanted
to help build something that actually put the customer first," adding that the
company continues to grow by "building something we could own, measure, and
keep improving." That philosophy of continuous innovation and accountability has
made Hendrick Autoguard and NationsGuard recognized leaders in delivering
exceptional customer experiences.
Costco has become a benchmark for warranty and service excellence by focusing on what matters most to customers: simplicity, trust, and ease of resolution. Rather than treating warranty protection as a standalone product, Costco integrates it into its overall membership value proposition through extended coverage, technical support, and customer-friendly service. The company reduces friction by offering clear coverage terms, streamlined claims assistance, and flexible repair, replacement, or refund options. By combining strong brand trust with a seamless post-purchase experience, Costco demonstrates that the most successful warranty programs are not defined by contract language alone, but by how effortlessly and confidently customers can get help when they need it most.
Under the leadership of Mark Nagelvoort, Executive Chairman, PCMI, the
company has become a driving force in modernizing the administration of
extended warranties and F&I products. Since its founding in 2012, PCMI has
grown to nearly 275 employees across three global offices while remaining
focused exclusively on the extended warranty and F&I market. Its PCRS platform
streamlines the entire lifecycle of warranty and service contract programs—from
sales and policy administration to claims and compliance—helping clients launch
products faster, reduce manual work, and improve the customer experience. As
Nagelvoort explains, "We're trying to let PCMI deploy the capital, take the risk,
and build the platform—so our clients don't have to," enabling organizations to
focus on growing their business instead of maintaining software. The company
continues to push the industry forward with AI-powered claims automation and
innovative compliance solutions, earning recognition for its leadership in
advancing warranty administration.
Nagelvoort's career has mirrored the evolution of the industry itself. He began at
American Warranty Corporation at just 23 years old before founding NAT Inc., one
of the first dealer-facing F&I platforms, which was later acquired by Dealertrack
ahead of its $1.2 billion IPO. "The industry has a way of pulling you back!" he
reflects. That entrepreneurial spirit continues to define PCMI's philosophy of
identifying major industry pain points and solving them through technology.
"Every couple of years we identify a major industry pain point and solve it with
our own capital, so the industry can leverage it without the investment burden," he
says. Today, as he transitions into the role of Executive Chairman to focus on long-
term strategy and industry relationships, Nagelvoort leaves a legacy of innovation
that has helped reshape the warranty and service contract landscape.
Warranty Warranty Innovation Awards are peer-nominated industry awards to recognize and showcase innovation and excellence in the warranty and extended warranty/service contract industries.
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