Claims Appointments

Appointment Lifespan

The claims appointment will have the following indicator

The first appointment claim is solely for an inspection
The inspection is needed for us to determine if the concern or issue of the customer is valid under the coverage plan
The report will be submitted to the Ops_Protection_Claims channel for monitoring and discussion on the coverage
The report will be under a single thread with the appointment ID and details

Warranty (CLAIM) appointment Templates

- The template is only designed for fresh inspections (service calls)

- Please send the following via chat to the technician after assigning

- Place the template on the shared notes as well as the address instruction

"The customer is a member using their membership protection benefits. This appointment is only for inspection to determine if the issues can be covered by their plan. Forward your findings to dispatch after the inspection to determine the next steps.

Kindly include the following details in your inspection report:

1. Model #

2. Serial #

3. Issue found

4. Cause of issue/damage

5. Recommendations and quote for the parts and labor "

Service Advertised claims (Appliance Repairs)

If the report submitted by the technician is covered under the customer's plan
1. Determine the cost of the repair needed (Parts & Labor)
  1. If the parts needed are no longer available or back ordered use step 2
  2. If the appliance is no longer repairable use step 2
2. Determine the current cost of the appliance (Current market cost or depreciated cost if it is no longer available)
3. Once the cost is determined always proceed with the cheaper option but still subject for approval of the Membership Lead/Chuck/HQ

Claims Section Updating (Membership Team Duties)

Once a claim is resolved, the claims section should be updated.
1. Open the claim (that would be the ID Number)
2. Click on the lower left action button
3. Close accordingly

Repair - Once a repair has been successfully completed

Declined - Used if the issue is not covered under the customer's plan

Canceled - Used if the appointment is canceled (unit started working, customer canceled the membership)

Buyout - If we go the route to give reimbursement to the customer (make sure to choose the amount we gave the customer)

Only update the claim once you are 100% sure

BROADCASTING AND DISPATCHING

Once a claim appointment has been created (Advertised Services)
1. Notify the technician of the process to provide an inspection report first before doing any reports
2. Avoid supplementary pay unless there is difficulty in locating a technician is established
3. If a technician cannot be located inform the customer that they are able to locate another local service provider to submit a report. Once the report is submitted, we will be able to determine how to move forward
Non-advertised Services
1. Ask the customer if they have a preferred service provider for those concern and send them the Claims Diagnostics Document
2. If they have located one, we would need the customer to send as the CDD back showing how much the service would cost, for us to determine the next steps
3. If the customer is not willing to locate a service provider, we would need to find a service provider for them
4. We would need to check with our listed technicians as to who is capable of doing the service or locate a service provider for the customer's needs.

Advertised Services refers to services we normally do while non-advertised services refers to services that are available for claims but not for the general consumers

Reference Document is located HERE

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