HW: What would you do if a manufacturer refuses to pay for 1 or more of your warranty claims? What course of action would you take? Flashcards
(9 cards)
What is the first step to take if a manufacturer refuses to pay for warranty claims?
Document everything
This includes the denial reason, correspondence, resubmissions, and final decisions.
What should be included in the documentation when dealing with warranty claims?
The entire process including:
* Denial reason
* All correspondence
* Resubmissions
* Final decisions
Keeping everything in a centralized folder helps with future claims.
What is the second step in the course of action for warranty claims?
Review the Claim Details and Contract Terms thoroughly
This ensures all required documentation is submitted accurately.
What specific documents should be reviewed when analyzing a warranty claim?
Review:
* Maintenance records in Spear
* Submitted photos
* Manufacturer’s warranty terms
* Date and mileage expiry information
Confirm that the failure falls within the coverage window and conditions.
What should you do before escalating a warranty claim externally?
Meet with your Manager
This confirms that all internal procedures were followed.
What is the purpose of contacting manufacturers for clarification on warranty claims?
To discuss the rejection and pinpoint the cause of the denial
The manufacturer might provide solutions such as submitting additional information or correcting errors.
What should be done if the manufacturer cannot resolve the warranty claim?
Escalate if necessary
This involves taking the issue to a higher authority if the claim is believed to be valid.
What is the final step to take if a warranty claim issue cannot be resolved?
Learn and Adjust
Review and adjust the claims process to improve and reduce future rejections.
What is the ultimate goal when handling warranty claims?
Recover as much valid warranty value as possible while maintaining a positive relationship with the manufacturer.
