What is the value of taking a picture of the Product Tag on every job?

When you file a claim and receive an incomplete or rejected error message from a manufacturer, the answer is usually in the “tag”. For example: Invalid Serial Number, Invalid Model Number, Claim Total Zero, Part Does Not Match Product, etc.

These error messages are not always clear for the most part. Having a copy of the tag can prove to the claim payer that the information you provided is in fact correct. Most of the claims processing portals will allow you to attach a document (the picture of the tag) to prove the error is erroneous.

Here is an interesting situation that recently happened to us:

I filed a warranty claim using the ServiceBench portal on October 31st and received an Invalid Model, Invalid Serial error message. Lucky for me I had the tag and attached it to the claim and hit ESCALATION.

I received this message the following day on November 1st – “Unit added to the Model and Serial update file, please allow 7-10 business days for processing. Once updated will submit your claim.”

Yesterday, January 18th I finally received the following update: “There is a system issue causing this claim not to be able to process. We are tracking and will put it through as quickly as possible. Please do not resubmit or escalate as it will cause issues tracking.”

You must stay on top of every claim and having the tag is certainly beneficial. As you can see this claim is already 3 months old in the processing cycle. I had to check the status on a regular basis because it no longer appears on my rejected claims list. “Why this is the case, I don’t know.”

It is also our experience that a manufacturer may ask for a copy of the tag atany time, so be prepared!!