KitchenCare Claims Processing System Instructions Last updated August 29, 2018
Contents Introduction Definitions Login Creating a Claim Populating a Claim Copying a Claim Accessing Claims Reviewing Submitted Claims Claim status notifications On-line Registration Logging Out Password Change & Reset 2
Introduction The KitchenCare Claims Processing System supports IE10 or above and Google Chrome. o Please upgrade to the newest version of Internet Explorer or install Google Chrome to use the system. System login details will be provided via a system generated notification. Please, register multiple pieces of equipment at the same location (such as on a Startup Claim) on any of the following brand sites prior to entering claims into the system: Cleveland, Convotherm, Delfield, Lincoln, or Merrychef (multiple brands may be registered on any of these sites) The system will automatically pull information from the registration into the Equipment Location section of the claim preventing you from having to enter that information multiple times on a claim. Approved charges are not final until the claim is in Processed for Payment status. Only one product serial number may be entered per claim. In the event an invoice may contain several serial numbers, separate claims will need to be submitted for each serial number. Text is forced to CAPS upon each save. Fields with an information icon displays information for the field when hovering over the icon. Sales tax is claimed in the Other Charges section of the form 3
Definitions - Claim Types Campaign/Re-work: Rework, Retrofit or Upgrades claims Extended Warranty: Warranty claim for a product that has warranty coverage beyond the standard warranty period Field Test: Field test worked performed as directed by the manufacturing facility Installation: Equipment installation claims Preventive Maintenance: Preventive maintenance & performance check work Replacement Part: Replacement parts warranty only Special Services: Site surveys Standard Warranty: Labor and/or parts for a product in warranty Start Up: Equipment startup Goodwill: Concessions Other: Claims that do not fit any other category 4
Definitions -Claim Statuses Draft Claim has been created and saved Submitted Claim has been submitted to processing center Received Claim has been received by claim processing center Awaiting Parts Return Processing claim is held until required parts are returned to the manufacturing facility Approved Claim has been reviewed and approved for payment Approved by Hub -Claim is approved by processing hub for equipment not manufactured by the product organization (not currently used in the United States) Approved-Adjusted Claim has been reviewed and is approved for payment, but with adjustments made to the claim Approved Adjusted by Hub -Claim is approved with adjustments by processing hub for equipment not manufactured by the product organization (not currently used in the United States) Pending for Information External - Claim is being held pending further information from claim submitter (claim is opened for submitter to make changes and resubmit) Pending for Information Internal -Claim is being held pending further information from technical support or other internal source Resubmitted -Status after claim in "Pending for Information -External" is resubmitted to MKC Awaiting Invoice -Invoice is needed from claim submitter Invoice Attached -Status after claim in "Awaiting Invoice" is resubmitted to MKC Processed for Payment Claim has been moved into the payment processing system Denied Claim has been reviewed and denied for payment Denied by Manufacturer -Claim has been denied by manufacturer after hub review (not currently used in the United States) 5
Login Go to https://manitowocportal.force.com/manitowocportal/customcommunitieslogin and enter the Username issued to you and your Password and click Sign In. 6
Creating a Claim After logging in you will enter a claim summary page listing all of the claims that have been created by your submitting location. Click on New Claim to the left of the screen and you will be directed to the claim form. 7
Populating a Claim Any field name with an asterisk (*) is required to be entered. If you need to leave the claim at any time during entry, click Save Draft at the bottom of the form to save your information before exiting the claim. To return to the Claims home page click on Exit at bottom right of the screen Dates can be entered or selected from calendar drop down that displays when in a date field 8
Populating a Claim: Step 1 - Header Note: Editable fields in the header will be viewable in all steps, but can only be edited in Step 1 Field details Submitted by: Auto populates from User ID setup (read only) Last Modified By: Auto populated based on user ID. Claim Type (required): Select applicable claim type from the drop down (reference the ClaimType definitions slide). Authorization Number: Enter preauthorization number provided for service (if applicable). Submitted Date: Auto populates with date Submit is clicked. Last Modified Date: Auto populated with last date/time claim was saved. Claim Status: Defaults to Draft at creation of claim. Status systematically changes when claim is submitted and only modified by claim processing center. Authorized By: Enter the name of who provided the authorization number. 9
Populating a Claim: Step 1 - Submitter/Service Company Submitter Field details Account: Auto populated based on user ID. Account CIN: Auto-populated based on Account Invoice Number: Enter your submitting invoice number. Reference Info: Enter additional reference information if needed Company Name (required): Auto populates from User ID setup Address 1 (required): Auto populates from User ID setup. Address 3: Auto populates from User ID setup. Country: Auto populates from User ID setup. Postal/Zip Code: Auto populates from User ID setup. Email: Auto populates from User ID setup. Submitter performed Work? (required): Select Yes or No based on whether the company that is submitting the claim performed the service work. If No is selected a Service Company section will display, below the Submitter section, which is to be populated with information on the service company that did perform the service work. Branch: Defaults to branch user is associated to. Select the branch that did the work with the lookup if different. The address of the branch selected will populate in the Submitter section Branch CSR: Auto-populated based on Branch defaulted or selected Invoice Date: Enter your submitting invoice date. Store #: Enter your submitting store or branch location number if applicable. Address 2: Auto populates from User ID setup City/Town (required): Auto populates from User ID setup. State/Province (required): Auto populates from User ID setup Phone: Auto populates from User ID setup. Service Company Sold Product (required): Select if the equipment wassold by the claim submitter. Service Company Leased Product (required) Select if the equipment was leased by the claim submitter. 10
Populating a Claim: Step 1 - Submitter/Service Company Submitter If the Branch is blank or it needs to be changed, click on the Branch lookup If a branch is already populated, click on the lookup and clear the search box, hit Enter If a branch is not populated, all branches will display after clicking on the lookup Click on the branch name to select it 11
Populating a Claim: Step 1 - Submitter/Service Company Service Company The Service Company section displays only when Submitter Performed Work field is selected as No Field details Service Company: Click on the drop down and if the company is not listed, click on Create New. After entering information, upon clicking Save Draft or Save & Next, it will be saved for future use. If the service company name is listed, select it and address information will populate in the appropriate fields. Invoice Number: Enter invoice number for the servicer. Address 1 (required): Enter servicer address. Address 3: Enter additional address information if needed. Country (required): Select servicer Country. Postal/Zip Code: Enter servicer Postal/Zip Code. Company Name (required): Enter name of company that performed service work Invoice Date: Enter invoice date for the servicer. Address 2: Enter additional address information if needed. City/Town (required): Enter servicer City/Town. State/Province (required): Select servicer State/Province. Phone (required): Enter servicer phone number. 12
Populating a Claim: Step 1 - Submitter/Service Company Click Save & Next to go to the next step Required field validation occurs when advancing to the next step Note: After Step 1 you may go back to any step, without completing the current step you are on, by clicking on the step number in the header or clicking on the Back button. However, to advance to the next step, all required fields must be populated. If required fields are left blank when Save & Next is clicked, you will receive an error to fill in required fields, these fields are outlined in red. 13
Populating a Claim: Step 2 - Equipment Equipment Information Field details Serial Number (required): Serial number of the equipment serviced. Note: Welbilt KithenCare has been working on loading serial numbers into the system; however, not all brands are yet feeding into the system. As you type in a serial number, once you reach 6 characters if a serial number in the system matches the first 6 characters, a list will display with all matches that you can select. Non-Serialized Item: If equipment repaired is a Non-Serialized Item, click in the Non-Serialized Item check box.upon checking the box the Serial Number field will auto-populate with Non-Serialized Brand (required): Select Brand from the dropdownif not already populated from an existing registration or a serial number that was found in the system Purchase Date: Purchase date of the equipment. Model/Item Number(required): Model/Item Number of the equipment serviced. If the serial number entered was found in the system, this field will be autopopulated. If the serial number was not found in the system, populate the model/item number. If Non-Serialized was checked, enter the model number. Once you start typing in this field a list of items will be provided for selection Item Description: Item description of the equipment serviced. May autopopulate if the serial number was found in the system. Install Date (required): EnterInstall Date of the equipment if not auto-populated. 14 Failure Date (required): Date of equipment failure and Time if available. Repair Completed (required): Enter date equipment repaired and Time if available. 14
Populating a claim: Step 2 Equipment Information Serial Number Conflict If the same serial number happens to be in the system for more than one brand, once the serial number is entered and you click in or tab into the Model/Item Number field, the model numbers for the serial numberswill display for you to choose Click the correct Model/Item Number The Brand and Item Description will populate based on your selection 15
Populating a Claim: Step 2 - Equipment Equipment Information If Claim Type of Replacement Part is selected, additional fields will display in the Claim Information section Note: Serial Number and Model number are not required fields for Replacement Part claim type. If the equipment serial number, Model/Item Number, Item Description and Install Date are know, enter information into these fields. Field details Replacement Part Invoice #: Enter invoice number failed part was purchased on. Replacement Part Install Date (required): Enterinstall date of failed part. Replacement Part Invoice Date: Enterfailed part invoice date. 16 16
Populating a Claim: Step 2 Owner Information If a registration exists for the serial number entered at the start of the claim, the Owner Information will be populated. If a registration does not exist for the serial number entered at the start of the claim, you must enter the Owner Location information. After you select the Country and start typing the address in the Address Line 1 field, you will see suggestions start to display below the field You may have to type the city in the Address Line 1 field after the street address to further narrow the address search If you see the address as a suggestion, click on it and the address information will populate in the appropriate fields If you do not see the address as a suggestion, you do not have not have to select and address, you may continue to fill in the address fields manually 17
Populating a Claim: Step 2 Owner Information Field details Business/Individual (required): Select the Business or Individual from the dropdown. Note: If the equipment is located at a Business, select Business. If the equipment is located at an Individual s residence, select Individual. First Name (required): Enter First Name, if Business/Individual field was selected as Individual. Country (required): Select the country. Suite/Apartment/Room #: Enter if applicable. Address Line 3: Enter additional Owner location address information if needed. State/Province (required): Select the state/province. Owner Phone (required): Ownerphone number. Company (required): Enter Company Name, if the Business/Individual was selected as Business. Last Name(required): Enter Last Name, if Business/Individual field was selected as Individual. Address 1 (required): Enter Owner location address. Address 2: Enter additional Owner location address information if needed. City/Town (required): Enter the city/town. Postal/Zip Code: Enter postal/zip code. Owner Email: Owner email address. Owner Address Verified: Read only field that will be checked if an address suggestion was selected 18
Populating a Claim: Step 2 Equipment Location If a registration exists for the serial number entered at the start of the claim, the Equipment Location information will be populated. If a registration does not exist for the serial number entered at the start of the claim, you must enter the Equipment Location information. Note: There is a Check Box added to this screen, Check if the address is the same as Owner Location. If the Owner Information is the same as Equipment Location, click in the box, to check mark the box, and the information will be auto-populate in the appropriate fields. If you need to type in an address, after you select the Country and start typing the address in the Address Line 1 field, you will see suggestions start to display below the field You may have to type the city in the Address Line 1 field after the street address to further narrow the address search If you see the address as a suggestion, click on it and the address information will populate in the appropriate fields If you do not see the address as a suggestion, you do not have not have to select and address, you may continue to fill in the address fields manually Click Save & Next to advance to the next step once Equipment Location information is completed. 19
Populating a Claim: Step 2 Equipment Location Check if the address is the same as Owner Location: Check the box if the Equipment Location information is the same as the Owner Location Location Name (required): Enter the company name where the equipment is located. If not company owned, enter the first and last name of the owner. Chain Name (required): Select the appropriate chain name. If the location is not a chain or the chain is not listed, choose None at the top of the list. Country (required): Select the country. Suite/Apartment/Room #: Enter if applicable. Address 3: Enter additional address information if needed. State/Province (required): Select the state/province. Contact Name: Enter storecontact name Contact Email: Enterstore contact email address Location Type (required): Select the applicable location type based on the equipment Company/Owner Name entry. Store #: Enter the company store number, if applicable. Address 1 (required): Enter equipment location address. Address 2: Enter additional address information if needed. City/Town (required): Enter the city/town. Postal/Zip Code: Enter postal/zip code. Contact Phone (required): Enter location phone number Equipment Address Verified: Read only field that will be checked if an address suggestion was selected 20
Populating a Claim: Step 3 Service Incident & Charges Service Incident Field details Phone Call Made to Servicer: Enter date servicer received call(required) and Time (if available) Date Service Requested: Enter date customer requested service to take place(required) and Time (if available) No. of Trips to Job Site (required): Enter number of trips needed to complete repair. Service Requested by Name: Enter who requested service. Customer Incident Number: Enter if applicable to claim. Technician Name: Enter name of technician who repaired equipment. Left Hand Cycles: Enter if applicable to equipment. Phone Call Received/Returned by Servicer: Enter date servicer returned call to customer(required) and Time (if available) Servicer Arrived on Site: Enter date servicer arrived on site(required) and Time (if available) Reason for Delay of Service: If there was a delay in repairing the unit of (5 days or greater) you are required to select a reason code from the dropdown. Ifno accurate selection is available, click on the OTHER selection and an additional field will open labeled Reason For Delay Other which is a Text Field to complete reason why there was a delay in completing the repair. End User Acceptance Name: Enter who accepted service. Technician ID: Enter the Manitowoc Technician ID number. Right Hand Cycles: Enter if applicable to equipment. 21
Populating a Claim: Step 3 Service Incident & Charges Complaint, Cause, Corrective Action Field details Service Incident Line (SIL): Line number auto populates each time a line is added for an additional causal part. Complaint (required): Enter a brief description for the reason why the customercalled for service. Causal Part (required): Select the part number that was the cause of the failure by clicking on the lookup icon. Search can be performed by searching by part number or description. If there is not a Welbilt part number was not used or does not apply to the workperformed, search for No Causal Part and select as applicable (i.e. No Causal Part Electrical, No Causal Part-Refrigeration, No CausalPart Install etc.) Part Description: Auto-populates from the Causal Part selected. Component: Auto-populates from the Causal Part selected. Failure Mode (required): Select from the problem or issue that caused the part or equipment to fail. Corrective Action (required): The action made to complete the repair or service call. Hours (required): Enter the number of hours it took to identify, diagnose and complete corrective action. If submitting for part only, enter "0" here. Delete: Click to delete the Service Incident Line. Add: Click to add an additional Service Incident Line if there was more than one Causal Part for the service call. 22
Populating a Claim: Step 3 Service Incident & Charges Charges Once entries in the Complaint, Cause, Corrective Action section are complete, in the Charges section click the Auto-Generate Charges button. Labor/Travel Charges: If hours greater than 0 were entered on the Service Incident Line, a labor line will be created for each Service Incident Line populating the Labor/Travel Type, Description (with the Corrective Action and Part Description), UOM and Requested Qty List Parts Replaced: If the Corrective Action selected is Replaced, a part line will be created for each Service Incident Line populating the Replacement Part #, Replacement Part Description and UOM If a No Causal Part part number was selected on the Service Incident Line, a part line will not be created Additional Labor, Parts and Other charges may be entered as they apply to your claim, select the applicable SIL# if more than one Causal Part was entered Change the currency drop down as needed to display the correct symbol or abbreviation Note: System does not perform currency conversions 23
Populating a Claim: Step 3 Service Incident & Charges Charges Labor Welbilt KitchenCare has been working on updating the system with territories, labor rates and allowances (e.g. handling fees) Where information has been populated, users may see outside territory errors or labor rates populated that cannot be edited If the above occurs and users have received an authorization to exceed labor rates or to submit a claim out of territory, the authorization number must be entered in the claim to submit If there territory and rate information has not yet been entered for a business partner, the Requested Rate/Charge field will be open for entry Field details SIL #: When adding additional lines manually select the correct SIL that the additional line ties to. For lines created from Auto-Generate Charges, the SIL # field will populate with the corresponding SIL entered in Complaint, Cause, Corrective Action. Labor/Travel Type: Select from the drop down the applicable charge. Flat rate is in the Labor/Travel drop down for flatrate work. For lines created from Auto-Generate Charges, the field will populate Hourly. Description: For additional lines manually added enter additional information for each line if needed. For lines created from Auto-GenerateCharges the Corrective Action and Part Description will populate. UOM: Select the applicable UOM when adding lines. For lines created from Auto-GenerateCharges the field will populate HR. Requested Qty: Enter the number of hours or distance. IfFlat Rate is the labor type chosen, enter 1. Forlines created from Auto-Generate Charges, field will be populated with the hours for the corresponding SIL. Requested Rate/Charge: If you are factory authorized to complete warranty work your contract hourly labor rate will default in the Requested Rate/Charge field. Additional lines entered for contracted hourly travel, mileage rate, etc., willdefault to the existing rates in the contract at the time of equipment repair. If Flat Rate is the labor type chosen, enter total amountfor the work. This field will not be populated for lines created from Auto- Generate Charges Total Requested: Auto calculates the Requested Qtyand Requested Rate/Charge per line. Delete: To remove a line click delete at the end of the charge line. Add: Click to add additional Labor/Travel Lines. 24
Populating a Claim: Step 3 Service Incident & Charges Charges - Parts Field details SIL#: When adding additional lines manually, select the correct SIL that the additional line ties to. For lines created from Auto-Generate Charges, the SIL # field will populate with the corresponding SIL entered in Complaint, Cause, Corrective Action. Replacement Part #: Use the lookup icon to select a part number to request for reimbursement as listed on the Welbilt invoice. Search can be performed by searching by part number or description. For lines created from Auto-Generate Charges, the field will populate with the causal part number selected in in Complaint, Cause, Corrective Action. Replacement Part Description: Field is read onlyand will auto-populatefrom the Replacement Part # selected. ReplacementPart S/N (New): If the part number is serialized, enter the serial number of the part installed. RMA Tag #: Enter the factory issue return material authorization number (if applicable). UOM: Field is read only and populates the unit of measure for the part number selected. RequestedQty: Enter the quantity replaced. RequestedPart Price: Enter the requested price to be reimbursed per part. Total Requested: Auto calculates Requested Qtyand Requested Part Price per line. Delete: To remove a line click delete at the end of the charge line. Add: Click to add additional part lines. 25
Populating a Claim: Step 3 Service Incident & Charges Charges - Other Field details SIL #: Select the correct SIL that Other Charge ties to. Other Type: Select from the drop down the applicable charge. Enter the Requested Qty, the Requested Rate/Charge will auto-populate handling fees for labor and parts per the contract in place at time of repair. Note: Sales Tax is claimed in this section of the form Description: Enter additional information for each other charge line if needed. Field is required if Other is chosen at the type. Refrigerant: If the Other Type selected is Refrigerant, populate the refrigerant type in this field. UOM: Select the unit of measure that applies to the Other Type charge selected. Requested Qty: Enter the requested quantityto be reimbursed. RequestedRate/Charge: Enter the amount per quantity requested. Total Requested: Auto calculates the Requested Qty and Requested Rate/Charge per line. Delete: To remove a line click delete at the end of the charge line. Add: Click to add additional Other Type lines. 26
Populating a Claim: Step 3 Service Incident & Charges Charges -Other If rate information has been entered into the system for a business partner and Parts or Sub Agent Handling Fees are allowed, the system will auto calculate based on the allowed percentage in the Other Charges section and cannot be edited 27
Populating a Claim: Step 4 Attachments & Comments Attachments Attach an invoice, startup/install check lists or any other necessary paperwork. 28
Populating a Claim: Step 4 Attachments & Comments Attachments To attach a document or picture: 1. Click on Browse 2. Select the file from your local network 3. Enter a Description for the attachment if needed 4. Click Upload 5. The attached file will display in the claim. 6. Click Add More link to upload additional attachments Step 1 Step 3-4 Step 5-6 29
Populating a Claim: Step 4 Attachments & Comments Comments To add comments to a claim, enter the comment in the comment box and click on the Add Comment button for the comment to be added. o Clicking Save Draft versesnot selecting the Add Comment will not save the comment in the claim. The comment will be date/time stamped with the name assigned to the user login Click Save & Review to advance to the next step 30
Populating a Claim: Review & Submit The Review & Submit step displays the claim in long form to review before submitting. 31
Populating a Claim: Review & Submit To edit a section, click on the red/underlined Edit link next to the applicable step number or click on the step number in the header. 32
Populating a Claim: Review & Submit After making an update on a step, click Save Draft and Save & Next, or click on Review & Submit at the end of the steps. 33
Populating a Claim: Review & Submit To submit the claim, click Submit at the bottom of the screen in the Review & Submit step 34
Populating a Claim: Submitting the Claim Submitting the claim is successful when you are directed back to the Claims page after clicking Submit button. 35
Copying a Claim To copy a claim, open the claim from the homepage to be copied. If the claim is in Draft status, the copy button will display on the Review & Submit step. If the claim is in any status other than Draft, the copy button will display when you enter the claim. 36
Copying a Claim A new claim will be created with a new Claim Number issued. The page will land on the Review & Submit step of the new claim. All fields from the copied claim will populate in the new claim. Note: Attachments and Comments DO NOT copy over to the new claim. Change information as necessary on the new claim by clicking on the step in the header or the Edit link next to the listed step on the Review & Submit view. Submit the claim when changes have been made. 37
Accessing Claims Creating a View Claims can be accessed on the claims page by creating your own View and by using the Advance Search function. To create a view click on Create New View. 38
Accessing Claims Creating a View Enter a name for the filter 39
Accessing Claims Creating a View Select the filter criteria Field: All fields on the claim form are available in the Field drop down. Operator: Choose how you want to filter the information from the drop down. Value: If the field displays a look up icon, use this to select the criteria for the filter. If there is not a look up icon, enter the information with a comma separating each value. Note: If you are adding multiple values in the Value field, there is an 80 character limit and you may need to enter more values on another field line. For example Status may need to be added on two Field lines to filter by multiple statuses. 40
Accessing Claims Creating a View The filter logic defaults to AND for each criteria line added. If you need to change the logic, click on Add Filter Logic. 41
Accessing Claims Creating a View Change AND to OR where needed and grouping together the items that are AND with parentheses (reference example screen shot). Note: If a field was added more than once due to character limits, for example Status, you will need to change the filter logic for these lines to OR. 42
Accessing Claims Creating a View Select the fields to display in your view. Available Fields: All fields on the claim form are in the Available Fields column. To add a field click on the field name and the Add button. Selected Fields: Use the Up, Down, Top, Bottom buttons to change the order of the fields. Click Save at the top or the bottom of the page to save the view. Note: You are allowed up to 15 fields to be displayed. To remove a field, click on the field in Selected Fields box and click Remove. 43
Accessing Claims Creating a View The saved filter is now available to choose in the drop down. If you need to change or delete a filter, select the filter from the drop down and click Edit or Delete as necessary. 44
Accessing Claims Creating a View To view claims in the filter, the default is set at 25 claims, however, you can choose to display 10 to 200 records on a page. Use the scroll bar on the right and the Next and Previous button in the middle of the page to view all the records. 45
Accessing Claims Advance Search To do a search for a serial number, invoice number, reference number, etc. without having to create a View, click on Advance Search at the right of the homepage. 46
Accessing Claims Advance Search Choose the search criteria, clicking Add Filter Criteria for additional criteria. Click Search. Click on the claim number to access the claim. To clear the filter, click Reset. To return to the homepage, click Back. Advance Search criteria cannot be saved. 47
Accessing Claims Advance Search You can choose to display 10 to 200 records on a page. Use the <<, <, >, >> buttons at the top and bottom of the list to advance the pages. 48
Reviewing Submitted Claims Claims in any status can be viewed. Only claims in Draft, Pending for Information External can be edited and Awaiting Invoice status claims can only have attachments and comments added. Claims in Processed for Payment or Denied status will display Approved Qty and Approved Charges/Price fields in the Charges section. When a claim has been adjusted or denied a reason will be listed next to the claim status and more detail will be in the comments. 49
Reviewing Submitted Claims - Pending for Information External When a claim is put into Pending for Information External status, the claim submitter will receive an email notification. When accessing the claim you will land on the Review & Submit step. Review the comments to see what information is needed. To update information, click on the Edit link next to the applicable step or click on the step number in the header. All fields in the claim will be opened for the submitter to edit. Comments and Attachments are updated on the Review & Submit step. Click Save or Save & Next. The Review & Submit step can also be clicked on after changes are saved to return to the read only view to Resubmit the claim. When required information is added to the claim, click on Resubmit on the Review & Submit step. Claim status is updated to Resubmitted status. 50
Reviewing Submitted Claims Awaiting Invoice When a claim is changed to status Awaiting Invoice, the claim submitter will receive an email notification. Claims in this status will be open for the claim submitter to add only Attachments and Comments. Attach invoice and add necessary comments. Click Invoice Attached. Claim status is updated to Invoice Attached. 51
Reviewing Submitted Claims - Charges When reviewing claims in Approved, Approved Adjusted, Approved by Hub, Approved Adjusted by Hub, Awaiting Invoice, Invoice Attached and Processed for Payment status, if adjustments were made they will be reflected in the Approved Qty and Approved Charge/Price fields in the Charges section. In the Totals section a sub total for Labor/Travel, Parts and Other will display showing the total Requested and Approved for each. If an adjustment was made paying more or less than requested on the claim, the adjusted amount for Labor/Travel, Parts or Other will be displayed in the Difference column. If paying less than requested, () will be around the amount. If paying more than requested, the value in the Difference column will have no () around the amount. If paying what was requested, the Difference column will display 0.00. 52
Reviewing Submitted Claims - Charges Claims in a final status of Denied will have 0 populated on all entered lines in the Approved fields. 53
Reviewing Submitted Claims - Comments The claim processing center will make applicable notes in the Comments section of the claim when an adjustment is made, parts need to be returned or when a claim is rejected. Please review the comments section when viewing claims in Approved- Adjusted, Awaiting Invoice, Awaiting Parts Return, Pending for Information External, Processed for Payment or Denied status. 54
Claim Status Notifications When a claim status is changed to Received, Approved, Approved-Adjusted, Awaiting Invoice, Awaiting Parts Return, Pending for Information-External, or Denied status, an email notification will be sent to the submitter of the claim. Click on the claim link in the email for Approved-Adjusted, Awaiting Parts Return, Pending for Information - External or Denied status to view applicable comments from the claim processing center. Notification Example 55
On-line Registration To register multiple units to one location go to one of the following sites: Cleveland: www.clevelandrange.com Convotherm: www.convothermusa.com Delfield: www.delfield.com Lincoln: www.lincolnfp.com Merrychef: www.merrychef.com/us Note: Registrations for multiple brands (as above) for the same location can be registered on one website On the website go to Service>Warranty Registration. Click on the Warranty Registration Form link. 56
On-line Registration A new tab in the web browser will open after clicking the link Registration Date will auto-populate with today s date Enter Product Information Click Add under the Product Information section to enter additional units for the same location Click Next button to move to the next page 57
On-line Registration Field details Serial Number (required): Enter the equipment serial number from the equipment serial tag. Note: If equipment is an Non-Serialized Item click thecheckbox, the Serial Number field will auto-populate with NON-SERIALIZED. Brand (required): Select the appropriate equipment brand. Note: If previously registered this field is nonedible. If the Serial Number field is populated with NON-SERIALIZED the brand will autopopulate per the selection made in the Model/Item Number field. Install Date (required): Enter equipment install date. Note: If previously registered this field will be nonedible. Original Install Date: Enter the original install date of equipment. Note: If previously entered this field is nonedible. Parent Equipment Serial: Enter the parentequipment serial number if applicable. Parent Equipment Brand: Enter the parent equipment brand if applicable. Model/Item Number (required): Enter the equipment Model/Item number from the equipment serial tag. Note: If previously registered this field will be nonedible. If the Serial Number field is populated with NON-SERIALIZED the Model/Item Number field is open, begin typing the model/item in this field, then select from the dropdown list. Item Description: Enter the item description if known. Note: If previously registered this field is nonedible. If the Serial Number field is populated with NON-SERIALIZED this field will autopopulate per per the selection made in the Model/Item Number field. Purchase Date (Required): Enter equipment purchase date. Note: If previously registered this field will be nonedible. Original Purchase Date: Enter the original purchase date of the equipment. Note: If previously entered this field is nonedible. Parent Equipment Model/Item Number: Enter the parent equipment model/item number if applicable. Parent Equipment Description: Enter the parent equipment description if applicable. 58
On-line Registration To remove Product Information, click on Remove for the applicable serial number. Click on the Next button to move to next page. 59
On-line Registration Enter Owner Information Business/Individual (required): Select if locationis a business or an individual. First Name (required): If Individual was selected, enter first name. Address 1 (required): Enter equipment location address. Address 2: Enter additional address information if needed. City/Town (required): Enter city/town. State/Province(required): Select the state/province. Owner email: Enterbusiness or individual s contact email address. Company (required): If Business was selected enter company name. Last Name (required): If Individual was selected, enter last name. Suite/Apartment/Room #: Enter suite, apartment # or room #if needed. Address 3: Enter additionaladdress information if needed. Country (required): Select country. Postal/ZipCode: Enter postal/zip code. Owner Phone(required): Enter the owner s phone number. 60
Postal/Zip Code: Enter postal/zip code. On-line Registration Equipment Location 61
On-line Registration Answer the questions on the registration form (if information is known) and click Submit. Attach Files for Proof of Installation and/or Proof of Purchase is an option. Click on the Submit button when entry is completed. 62
On-line Registration After clicking Submit if required fields are not populated, a message will display and the fields requiring population will be outlined in red. Populate the required fields and click Submit. 63 63
On-line Registration When the registration is submitted, you will receive a confirmation message. 64 64
Logging Out To logout of the system, click on your username in the top right corner Select Logout in the drop down 65 65
Password Change To change your password, click on your username in the top right corner Select My Settings in the drop down Click on Security Settings 66
Password Change Enter your current password Enter the new password Enter new password again in Verify New Password Click Save Click Close in the My Settings window 67
Password Reset If you need to have your password reset, click on the Forgot Password link on the login page Enter your Username and click Submit 68
Password Reset An email will be sent to the email address associated to your login Click on the link to set your password 69
Password Reset Enter your new password, making sure to meet the requirements listed Click Change Password 70