iclaim TMT Class Course Code: SK1222 First Edition, July 2012 Submitting Claims in iclaim: An Overview Study Guide

Transcription

1 iclaim TMT Class Course Code: SK1222 First Edition, July 2012 Submitting Claims in iclaim: An Overview Study Guide

2 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview

3 iclaim: Submitting Claims in iclaim: An Overview INTRODUCTION 2012 Navistar, Inc Navistar Drive, Lisle, IL All rights reserved. No part of this publication may be duplicated or stored in an information retrieval system without the express written permission of Navistar, Inc. 1

4 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Table of Contents Lesson 1: Introduction... 3 Learning Objectives... 3 Lesson 2: iclaim home screen overview... 5 iclaim Home Screen... 5 Claim Entry... 5 Vehicle Master... 6 Reports... 6 Inquiries... 7 Administration... 7 Reviewing iclaim Tabs... 8 iclaim Tabs iclaim Buttons Lesson 3: working with iclaim fields Uploading a File in iclaim to Send with a Claim Start a New Claim and Attach a Claim File Lesson 4: using sections in iclaim fields iclaim Group, Noun and Cause Fields Condition, Cause, Correction Field Completing Other Screens for Section A Starting a New Section Lesson 5: sending completed claims to navistar Printing a Claim Report in iclaim Printing an iclaim Report Lesson 6: summary

5 iclaim: Submitting Claims in iclaim: An Overview INTRODUCTION INTRODUCTION Welcome to the Navistar iclaim training program Submitting Claims in iclaim: An Overview. In this program, you will learn about the features and tools to use when submitting warranty claims in iclaim. Additional programs will provide an in depth look at several types of Warranty claims as you go through the iclaim training. To receive credit for completing this program, you must take the post-test. This is the last item in the online course grade book for this program. Lesson 1: Introduction Navistar s web-based iclaim system supports dealership personnel in submitting warranty claims. Warranty administrators can initiate claims using a process that allows claims to be easily submitted. iclaim contains features and a structure that anticipates the process of submitting various types of claims with descriptive fields and codes. iclaim allows warranty administrators to employ business management systems to upload claims directly into iclaim. Warranty administrators can generate comprehensive reports with claim details for other involved dealership personnel. Learning Objectives In this program, you ll learn to: Identify the purpose of the tabs in iclaim. View each iclaim tab and key fields to gain an understanding of the iclaim structure. View the processes involved for submitting the various types of claims in iclaim. 3

6 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview NOTES 4

7 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview When you navigate to iclaim, you will first see the iclaim Home screen. The What s New opening page provides updates and information pertaining specifically to the iclaim system or claim processing updates. iclaim Home screen The side menu items each have a submenu to get you quickly to any section of a claim already in progress or simply to initiate a new claim. Other menu items are available for you to access dealership information. This is pre-loaded information that automatically populates various fields helping you save time with the claim submittal. Review the side menu items that will be typically available to you to manage the claim submittal process. Claim Entry The first menu item on the Home Screen is Claim Entry with several submenus. The Claim Queue is used for accessing claims in process. The Claim List submenu contains all claims. You also have the option of submitting multiple vehicle claims through the Multiple Vehicle Claim Entry submenu. Finally, Claims that require some form of correction before further processing by Navistar are in the Claim Correction submenu. 5

8 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview Vehicle Master The Vehicle Master menu contains your dealership information that has been uploaded regarding vehicle equipment and warranties. Reports The Reports menu is where you have the capability of generating and printing reports. These are useful to send to other dealership personnel and keep them updated on claim details. 6

9 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview Inquiries The Inquiries menu is where you can locate information about a service location, and obtain vehicle serial numbers and more. Administration The Administration menu is where administrative tasks are performed such as the option to upload individual claim files manually. Otherwise, when batched claims are sent from your business system, they will show up automatically on the Upload Status screen. Let s take a look at the basic Claim screens you will be working in to provide claim details. These are accessed through the Claim Entry submenu. 7

10 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview Reviewing iclaim Tabs iclaim tabs will display screens to complete specific information about a claim and the repair details. iclaim Claim Screen The first screen and tab to display is the Claim screen. The Claim screen is used to enter information about your claim. This screen also displays when you return to work on a claim that you started earlier. iclaim uses a tab feature across the screen. Each tab represents a specific screen and area for you to enter data that pertains to your claim. Similar to Claim Entry, New Claim is located on the side menu. Clicking the New button initiates a new claim. Depending upon the type of claim you are entering, the other tabs will be completed with repair and warranty information. 8

11 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview Saving Your Claim Once you ve completed a screen or entered details, click the Save button. iclaim displays a successful saved screen in green lettering at the top of the screen. Any details or errors will be highlighted in the field in yellow or displayed in a message. 9

12 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview iclaim Tabs iclaim uses tabs to take you to screens where you will complete information that applies to the claim and repair details. Let s take a closer look at the screens within each of these tabs. Repair Tab The Repair tab is where you will select the warranty type and input specific repair details on the Repair screen. The Warranty Code is entered on the Repair screen. This will impact how many of the fields are populated on the Repair screen. iclaim also has the feature of entering different repairs in one claim. This is accomplished by completing a Section A for one repair and adding additional Sections for other repairs. 10

13 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview Regular Parts The Regular Parts screen is where the quantity and part number are entered for the claim. 11

14 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview Labor Operations You will enter the appropriate Standard Repair Time on the Labor Operations screen. A Lookup icon will display a list from to select a description code which will then populate the field. Labor amount is automatically calculated based from your dealers warranty door labor rate. 12

15 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview Miscellaneous Parts The Miscellaneous Parts screen is an area where details are provided for miscellaneous parts that are not in the Regular Parts tab. Here you can type in the part and description and pricing information manually. Miscellaneous Parts is used for non-navistar part numbered parts. 13

16 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview Other Charges The Other Charges screen is used to enter charges manually. Outside charges are for items such as Sublet Bills, Towing Charges and locally acquired parts. For first time payment yields, attach all copies of sublet charges to the claim in iclaim at time of submission using the Attachment screen. 14

17 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 Lesson 2: iclaim Home Screen Overview Attachments At times, a dealership may want to send a document and or a photo to include with the claim. This is easily performed using the Attachment feature. Browse to a location in your business application at the dealership location. From there, you can attach it with the claim to send to Navistar. 15

18 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 2: iclaim Home Screen Overview iclaim Buttons At the top of the screen are several buttons. We ve already discussed the New button that initiates a new claim. Delete will delete the claim. Note that once deleted, the information cannot be recovered and the data must be re-entered. Hold keeps the claim in a hold or draft status. Complete means your claim is finished and will be sent to Navistar for claim adjudication. Copy will create an exact copy of the claim with the exception of a new claim number, fail date, fail odometer, completion date and VIN. Print allows you to print the claim form or report. Next Claim in Queue lets you access the next claim waiting for disposition in the claim queue. 16

19 iclaim: Submitting Claims in iclaim: An Overview LESSON 2 NOTES 17

20 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 3: Working with iclaim Fields As you navigate between fields you can click in a field, or use the Tab key to move between fields. A screen may have red asterisks. This means that it is a required field entry for this type of claim. For example in this claim example, the required fields are: The Submitting Location. The Claim Number (which is automatically generated). The Fail Date and the Completion Date fields have calendars to select dates. The VIN number is another required field. Dealerships may have vehicle information already uploaded allowing some fields to pre-populate once the VIN number is entered. 18

21 iclaim: Submitting Claims in iclaim: An Overview LESSON 3 Lesson 3: Working with iclaim Fields Uploading a File in iclaim to Send with a Claim Earlier, you reviewed the Attachment tab and its screen. To send an attachment through iclaim: At the Attachment screen, click the Upload button. Enter the description information and browse to a location from the dealership s PC and select the claim file. This is not to be confused with the claim file upload that is located on the Administration submenu. Dealerships have the capability of uploading claim files for Navistar to import through the iclaim system. 19

22 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 3: Working with iclaim Fields Start a New Claim and Attach a Claim File Start at iclaim Claim screen. Click the New Claim tab. Click in the submitting location. Select the submitting location. Click the Fail Date icon. Choose a previous date. Click the Completion Date icon. Choose a date no later than the current date. Continue to complete the fields that have red asterisks. 20

23 iclaim: Submitting Claims in iclaim: An Overview LESSON 3 Lesson 3: Working with iclaim Fields When you type in the VIN number, other fields will populate. Tab or click on the VIN field and enter the VIN number. The Claim Number will be generated when you click Save. Now click the Save button. For this claim we will attach a document file. Click Attachment tab. 21

24 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 3: Working with iclaim Fields Here is where you browse to a file. Click the Upload button. 22

25 iclaim: Submitting Claims in iclaim: An Overview LESSON 3 Lesson 3: Working with iclaim Fields Browse to location of file to attach. Click Browse. Select a file name. Click Save. Close the upload window. 23

26 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview NOTES 24

27 iclaim: Submitting Claims in iclaim: An Overview LESSON 4 Lesson 4: Using Sections in iclaim iclaim allows multiple repairs to be addressed in one claim. This is performed by using additional sections started on the Repair screen. Let s take a look at the Repair screen for Section A. The Repair screen is where you indicate: The type of warranty. How much dealer reimbursement is being requested in the PAD (Percentage Allowed Dealer) field. Note: Unless otherwise directed, the PAD field is typically left at 100 percent. The rest of the Repair screen will involve providing information about the type of repair and description information fields to categorize and indicate items such as part type. 25

28 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 4: Using Sections in iclaim iclaim Group, Noun and Cause Fields iclaim has a coding feature on the Repair screen where you will select the codes that best fit the type of repair for the claim. These codes are for: Group Code Noun Code Cause Code If the code number is already known, you have the option of directly entering the number in the field. 26

29 iclaim: Submitting Claims in iclaim: An Overview LESSON 4 Lesson 4: Using Sections in iclaim Let s take a look at the Code descriptions. When you click on the Look-up icon, a separate dialog box will display. A list displays of the codes for the component. In this example, the codes associated with the component displays. Close the list by clicking Close. Group Noun 27

30 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 4: Using Sections in iclaim Cause 28

31 iclaim: Submitting Claims in iclaim: An Overview LESSON 4 Lesson 4: Using Sections in iclaim Condition, Cause, Correction Field On the Repair screen, the Condition, Cause or Correction information is entered in the free-form field. Keep in mind this entry area has a maximum of 240 characters. 29

32 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 4: Using Sections in iclaim Completing Other Screens for Section A Complete other fields on each tab that pertains to your claim. For example, this claim has labor completed on the Labor Operations screen where the SRT is entered. A list of codes will display when you click the Look-up icon, or you can manually enter a Labor Operations code. 30

33 iclaim: Submitting Claims in iclaim: An Overview LESSON 4 Lesson 4: Using Sections in iclaim Starting a New Section Let s take a look at how a new Section is started. We will use an existing claim with the Repair screen displayed as shown here in our example. First save the claim information on Section A. Now, you are ready to start a new section. Click the New Section button located on the upper right of the screen. 31

34 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 4: Using Sections in iclaim Notice that the Repair screen populates B field next to the claim number. Should you decide to delete the section, click the Delete Section button. With the Section B screen, you complete the fields that apply to the repair. For demonstration purposes, we will just look at the cause code field. 32

35 iclaim: Submitting Claims in iclaim: An Overview LESSON 4 Lesson 4: Using Sections in iclaim Click the first Cause code from the displayed list. Keep in mind that there are some types of claims where you cannot use additional Sections. We will cover this in the other lessons as we look at other types of claims that are submitted through iclaim. Remember to Save your entries. 33

36 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview NOTES 34

37 iclaim: Submitting Claims in iclaim: An Overview LESSON 5 Lesson 5: Sending Completed Claims to Navistar Once you ve entered all the appropriate data for your claim, click the Save button to save your work. Use the buttons at the top of the screen to either keep a draft for you to return to, copy the claim, or if complete, to make available to Navistar for adjudication. Here is where a validation is performed on the submitted claim. Any errors will be noted at this time in a message to you that will display shortly after you have clicked a button. If a claim has been sent and you later need to provide additional information for the claim, you can use the Hold button to stop any processing on the Navistar end. To send your claim to Navistar, click the Complete button. 35

38 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 5: Sending Completed Claims to Navistar Printing a Claim Report in iclaim You can print a claim report and view the status of a claim. An error column will provide the actions that need to be performed on the claim before it can be sent to Navistar. To print a claim report in iclaim, use the Print button located at the top of the screen page. 36

39 iclaim: Submitting Claims in iclaim: An Overview LESSON 5 Lesson 5: Sending Completed Claims to Navistar Printing an iclaim Report Click the Print button located at the top of the screen. 37

40 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 5: Sending Completed Claims to Navistar Reports display as Adobe Acrobat PDF files. These files are a universal format that can be easily shared and sent through systems. 38

41 iclaim: Submitting Claims in iclaim: An Overview LESSON 5 NOTES 39

42 STUDY GUIDE iclaim: Submitting Claims in iclaim: An Overview Lesson 6: Summary In this program, you have been introduced to the iclaim system for submitting claims. You have learned about the various tabs and their screens and the type of information required in order for your claims to be processed. You learned that: Depending on the type of claim you are submitting, you will use the various screens available for your specific submittal information. Depending upon how your system is set-up, your dealership information will be uploaded to iclaim, saving you time with the pre-populated fields. iclaim Home Screen We started at the iclaim Home screen and viewed the various menu items that will typically be available to you. iclaim Tabs We navigated through and viewed the iclaim tabs and the screens to complete when submitting claims for Navistar adjudication. Starting a Basic Claim in iclaim We looked at how a claim is started and the tabs and the screens to use for a basic warranty claim. We also looked at how files are attached to claim. Using Sections for Submitting Claims in iclaim We looked at how another section within the same claim can be used. Keep in mind that additional sections cannot be used for certain claim types. We will discuss this in the upcoming programs where you will look at how specific warranty and repair claims are completed in iclaim. Completing and Sending a Claim in iclaim Finally, we reviewed how to complete the claim or place a claim on hold or in draft status. We saw how to print an iclaim report 40

43 iclaim: Submitting Claims in iclaim: An Overview LESSON 6 NOTES 41

44 iclaim: Submitting Claims in iclaim: An Overview STUDY GUIDE iclaim