Warranty Claims Knowledge - November 2022
Correcting warranty claims can be a nightmare!
In the ServicePower portal when a claim requires correction such would be the case with an invalid part invoice number for example, the portal changes the status from Distributor Review to Incomplete. This allows you to update the claim and resubmit it for payment.
If your claims are in F=Forward status for longer than two weeks, make sure you contact the manufacturer for the final status. We heard ServicePower is working on a solution for this however to be on the safe side make sure they update the status for you or use your iSupplier account to check payment status.
The following is a short list of the brands that use ServicePower for claims processing. Assurant, GE, Speed Queen, AIG, Square Trade, Warrantech, Lowes, Centricity, Hisense, Bosch, LG and Electrolux/Frigidaire.
Using the same invalid part invoice number example described above, in the ServiceBench portal your claim does not return to an Incomplete status for you to correct. If you have a correction, you must make the necessary changes to the claim, then SAVE AS A NEW CLAIM and SUBMIT. Keep an eye on the emails from email@example.com. These are the claim status updates.
Here are a couple of other tips about the ServiceBench portal
· Any claim in SAVED status on ServiceBench means you forgot to hit SUBMIT.
· The best way to find your claim is CLAIM REVIEW user reference field for searching.
The following is a short list of the brands you can submit on ServiceBench. Whirlpool, KitchenAid, Maytag, Amana, Danby, Sub-Zero, Wolf, Cove, Jenn-Air and Miele.
If you are using the Alliance Portal for Speed Queen, claims submission is easy and all claims start with an In Process status. In a few days the status will change to Approved. If it does not, click on the Claim id# and scroll up to the Warranty Claim Comments. Notice that comments from ALS explains why the claim will not move out of the In Process status. If you need to make a correction you must submit a New Claim. When you take this action, you must also change your claim number (We suggest adding an R to the end as a designation for resubmit).
Contacting Manufacturers/other Job Sources for Warranty Claims Support
Getting in touch with manufacturers and other job sources for questions on your claims is an art. You need to understand which brands/job sources have a claims support team with phone numbers or email addresses and which ones have limited support.
If you have a General Electric claim in a Rejected status, you must create an email, (one claim per email) to firstname.lastname@example.org. You will usually receive a response within in 2 business days. In the unlikely evet you do not receive a response, simply resend your email.
Electrolux provides a friendlier service as you can call 866-646-6810 and enter your eight-digit account number (remember to add 000 to the end of your account number). Within a few rings a service representative will answer your call. Each call is limited to addressing 4 claims in total. By the way it is our experience this same limitation applies to both AIG and Assurant.
Here is a short list of contact numbers you may find helpful.
Processing times vary by manufacturer and is different between the appliance parts distributors. This can make it difficult to schedule checking claim status for all the brands you may service under warranty. You might have to check a single claim up to 10 times before you see the final status. If you used a part or if your claim went into audit review or manufacturer review it could take weeks before you get a final status.
The following are typical examples of claims status changes over time.
|2-10 Home 800-482-4776||Bertazzoni 866-905-0010||GE 800-206-1069||SubZero 800-222-7820|
|AIG 866-523-8649||Bosch 800-366-6836||LG 800-243-0000||Viking 800-914-4799|
|Assurant 866-369-1178||First American 800-553-6699||Old Republic 800-858-4488||Warrantech 817-785-6601|
|Beko 888-352-2356||Electrolux 866-646-6810||Speed Queen 920-748-3121||Whirlpool 888-378-8808|
For brands that do not have a claims support hotline you will need to email your questions. Here are several email addresses that will be helpful.
Zephyr/Fulgor claims – email@example.com
Centricity claims – firstname.lastname@example.org
SquareTrade claims – email@example.com
Stay tuned next month for more information on correcting claims.