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?

Question 1

What is the first step to take when understanding a claim issue?

Answer 1

Document everything

This includes the denial reason, all correspondence, resubmissions, and final decisions.

Question 2

What should be kept in a centralized folder or platform?

Answer 2

All documentation related to the claim

This creates a paper trail that can help with future claims.

Question 3

What is involved in reviewing the Claim Details and Contract Terms?

Answer 3

Conduct a detailed review to ensure all required documentation is accurately submitted

This includes checking maintenance records, submitted photos, manufacturer’s warranty terms, and expiry information.

Question 4

What specific documents should be reviewed during the claim details check?

Answer 4

• Maintenance records in Spear
• Submitted photos
• Manufacturer’s warranty terms
• Date and mileage expiry information

Question 5

Who should be consulted before escalating a claim externally?

Answer 5

My Manager

This discussion ensures that all internal procedures were followed and alignment on the claim position.

Question 6

What is the purpose of contacting the manufacturers for clarification?

Answer 6

To discuss the rejection and pinpoint the cause of denial

The manufacturer may provide solutions like submitting additional information or correcting errors.

Question 7

What should be done if the manufacturer cannot resolve the claim issue?

Answer 7

Escalate to a higher authority

This step is taken if the claim is believed to be valid.

Question 8

What is the final step if the claim issue remains unresolved?

Answer 8

Learn and Adjust

Review and adjust the current claims process to reduce future rejection risks.

Question 9

What is the ultimate goal in handling warranty claims?

Answer 9

Recover as much valid warranty value as possible while maintaining a positive relationship with the manufacturer.