Warranty Claim Entry System

Transcription

1 Warranty Claim Entry System The following slides are screen shots to provide some general instructions on the use and navigation of the new warranty claim system. If you have any questions you can contact our Warranty Department at

2 Click on Warranty to access Warranty Registration/Claim Processing Menu.

3 Warranty Registration/Claims Processing Menu displayed. Click New Warranty Claim Entry to access claim processing dashboard.

4 Click OK when this window appears.

5 This is the Dashboard to create claims and check the status of submitted claims. Click these buttons to display a specific claim number or enter a serial number to view existing claims. Click this button to start a new claim. Click this button to view status of claims from the drop-down menu.

6 Status of claims shown from the drop-down menu. Claims can be sorted by using the options displayed on the blue bar. Individual claims can be viewed by clicking the edit pencil.

7 Click New Claim to create a new claim and display the start screen as shown. Enter the serial number. If the claim is preauthorized, or dealer is requesting a preauthorization, check this box. Choose Sold or In Stock. Click Start to start claim.

8 Enter the preauthorization code in the Dealer Work Order box. For any other claims this field can be used for the dealer s work order number or any other purpose the dealer chooses. If the Preauthorization Only box is checked when starting a claim, it will display under Owner s Name. Otherwise this space will be blank.

9 Claim number The claim is created and assigned a claim number. Click the + under ADD to display detail entry options. **IMPORTANT** Do not use the Cancel button or your browser back Button at any time during the claim entry process. It will result in your claim record being completely Erased. You CAN use the Cancel button to cancel the claim and start over if you choose to do so. You may notice this button on many of these slides labeled as the Back button.

10 The selections are displayed as shown to begin entering the claim detail.

11 Click arrow to reveal categories Select a category from the drop-down menu.

12 Select a sub-category from the drop-down menu.

13 Select a component

14 Select a cause

15 Enter labor hours in this field Select Conversation to enter comments to clarify or provide any additional information to support the claim.

16 Selecting Conversation opens this box to enter comments. Note that no punctuation or symbols, with the exception of a period, may be used in this field. Comments entered in this box. Click Add to save.

17 After comments have been added, they can be verified and viewed by selecting Conversation to view. Comments are time stamped as shown. This feature allows for an interactive conversation between dealer and the Warranty agent. Additional information may be requested by the agent processing the claim. In the event the Warranty agent requests more information, an automated will be sent to the user that created the claim. The user opens the claim number referenced in the to view the conversation. Additional comments entered here. This allows the interaction to be viewed resulting in better communication and feedback.

18 Even though no parts will be entered for this entry, a Root Cause is required for each event. For these occurrences a root cause menu is used. Hovering the cursor over the part entry prompts the instruction below to appear. Note the error message that appears if a Root Cause is not selected.

19 Typing WRC0 (Warranty Root Cause) prompts the WRC Root Cause menu of codes. This was developed for occurrences that do not have a specific component as the root cause for the warranty expense. In this example HARDWARE/EQUIPMENT INSTALL is used as root cause of this expense. Root Cause code is entered and root cause selected. Click Add to add to the event.

20 Typing WRC0 (Warranty Root Cause) prompts the WRC Root Cause menu of codes. This was developed for occurrences that do not have a specific component as the root cause for the warranty expense. In this example HARDWARE/EQUIPMENT INSTALL is used as root cause of this expense. Root Cause added to this event and ready to save this line item. Click Save to update the claim.

21 The preferred process is to use the WRC codes for a warranty claim if possible. In some cases there may not be a WRC code that applies for a particular repair. In the event there is no appropriate WRC code, MISC can be typed in the part field prompting MISC PARTS as shown below. Enter a quantity in the Qty field. The unit price will be $0. This entry will not automatically fill the Root Cause field so it have to be selected. The example below represents an MP3 player. There is not a WRC code for this event.

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23 Clicking the + to add a line item reveals the entry boxes for the claim detail. Here is an example of adding another line item before clicking Submit. The previous labor entry is shown below. This example demonstrates use of the location designator and adding a sublet repair. The Exterior Trim & Finish drop-downs have been used to reach this point as previously shown. Click to reveal sublet company list. This prompts the box to allow selection of a sublet shop from a stored list.

24 TESTING has been selected. Note that Labor Hours has changed to Labor Dollars. This is prompted by the selection of a sublet company. For this example $350 has been entered as the repair amount. As this is a sublet repair, no parts were required for this event. Root Cause has been entered.

25 Claim total is updated to reflect the addition of sublet repair. Pictures should be added to support the sublet repair. Click the edit pencil on Exterior Trim and Finish to open this line item for editing.

26 The sublet line item is reopened to add pictures. Click on Pictures to open box to access pictures. Click Select to access computer files. Select images from files through the box that opens on the upper left side of the screen by clicking Open. Repeat the process for each image added. NOTE: All images must be in JPEG format and total size of all images combined cannot exceed 1 MB.

27 Pictures successfully staged to Upload will be identified by a green button displayed to the left of the image name as shown. Clicking the Upload button displays the images. Click Remove to delete unwanted images. Images will appear for viewing in the box as shown.

28 Next example is adding another line item with Misc Parts. Click on Misc Parts to open the parts box. This feature allows the addition of shop supplies or small parts. RAGS AND SOLVENTS for $5 are added in this example. Click Save to add or Close to exit without adding.

29 Claim has been updated with new total showing the addition of Misc parts. Note the claim status in blue indicates the claim has been updated. For this example the claim is complete and ready to click Submit for payment.

30 The claim status indicates the claim has been successfully submitted for payment. At this point the screen can be closed by clicking Cancel to go back to the dashboard to start another claim.

31 Utilizing this System As we move forward in our ongoing effort to improve systems and provide quality products and service, we ask that you assist us by utilizing this new system to help us provide accurate feedback to our manufacturing plants and suppliers. As part of this continuous improvement effort, we will be asking for more documentation of any cosmetic concerns, such as paint, gelcoat, upholstery, damage, etc. We ask for this documentation for many reasons Feedback to manufacturing and suppliers, justification of warranty expense, internal and external audits to name a few.

32 THANK YOU! This instruction set has been put together as a guide to assist our dealers using this system. If you have any questions you can contact our Warranty Department at