Service PRO Newsletter

This is the third article in a monthly series regarding our experience with processing thousands of warranty claims for home appliance service providers. Our goal is to provide you with informative tips and other knowledge to ensure you receive full payment for the warranty services you perform for all job sources. This month we will discuss the importance of filing claims in a timely manner.
 
It is important to know the number of days manufacturer’s and third-party administrator’s (“Job Sources”) provide from the time the technician completes the repair until claims need to be submitted to ensure payment. In most cases if your company does not adhere to the submission time period guideline, your claim will be rejected.  The rejection reason is typically “Past Submittal Date”.  For certain manufacturers such as Whirlpool Corporation, the Service Provider Operating Guide states 45 days “except for FIP doors and part availability issues.” When you choose to exercise the escalation process for part delays, it can take 2-3 days to receive a response so keep this in mind.
 
Another example can be found in the Samsung Authorized Service Provider Policy & Procedure Guide which states “To ensure prompt payment, the claim should be submitted within 5 days of the completion date. All claims must be submitted within 30 days of the repair completion date. Claims filed after the 30 days will not be eligible for payment.”
Best Practice. Acquaint yourself with the claim submission time periods by Job Source and claim type and file all claims at least weekly.
 
The following are the critical points that may have time-limits by claim type:
 

•All new warranty claims must be filed in “XX” days from completion of the repair.

• A rejected warranty claim must be corrected in XX days from the date it was rejected.

• A new warranty claim for customer education must be filed in XX days from the completion of the repair.

• A new warranty installation claim must be filed in XX days from the completion of the repair. For most manufacturers “I&I” rule for Self-Servicing dealers is 30 days from the date the unit was installed.

• Authorization/concessions must be filed within XX days of creation of the authorization. (Ask the manufacturer’s Representative if the authorization expires and when calling for the override).

• Parts distributor invoices expire in XX days from date of creation. (Refer to parts distributors’ operating practices)

• Parts and certain models can have an extended warranty period for XX days after the first-year warranty. (Refer to parts distributors’ operating practices)

 

Consider back dating claims on second trip part installs.
When a customer has been contacted to install parts that were special ordered and they request a delay due to vacation, etc., backdate the claim to reflect the part(s) received date. Then simply submit the claim but do not close the Service Order. When the customer is ready to have the part(s) installed simply complete the service call.
 
At JustPressOne, we will file your claims daily — the same day the service is completed so there is no delay. Check out the Claims Administration Service we provide.

Stay tuned for ClaimWorks™ a software connection portal that will eliminate the claims processing issues you may be faced with today.   If you need help trying to determine what the manufacturer claims requirements are in order to get paid, we may be able to help.   Call us at 877-535-WORK and watch the video 

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