Claim Handler S O P

Claim Handler S O P. Revised Jan. 2022.

Claim handler by team. Rust Claim / Fire Claim / Other non-legal claims Team Claim Handler Claim Handler Claims Escalation Claim Escalation (Top) Claim Escalation (Top) Jaclyn Todd DeJarnatt Elba Gudino Daniela Carbajal Sylvia Salgado Sylvia Salgado Connie Nipa Asher Charles Lopez Daniela Carbajal Sylvia Salgado Sylvia Salgado Daniela Todd DeJarnatt Elba Gudino Daniela Carbajal Sylvia Salgado Sylvia Salgado Niema Nipa Asher Charles Lopez Daniela Carbajal Sylvia Salgado Sylvia Salgado Personal Injury / Property Damage / Other Legal Claims Team Claim Handler Claims Escalation Claim Escalation (Top) All Daniela Carbajal Sylvia Salgado Management/TPA.

Claim documentation. It’s important to document your progress on the claim case in CE. Make sure to use the timeline section in the case to provide your updates. Examples of when to add an update note: Assigned the case back to rep for missing information Emailed the customer for additional information Followed up with the customer regarding the offer letter Working with management to resolve the case Send emails to the customer from the CE claim case, this will automatically record the email in the timeline. Be sure to use the case process, to provide the most current status of the claim..

Reviewing a claim. What to look for when reviewing a submitted claim: Is all the customer’s contact and product information provided? Have the required pictures been uploaded to the claim case? Has the claim questionnaire been uploaded to the claim case? Does the claim case have a brief summary in the description box of the case? Does the summary indicate if the customer has a copy of the sales receipt? Does the summary include what type of resolution the customer is seeking? If any additional pictures or information is needed, you will contact the customer for anything additional. However, for any missing photos or information, please reassign the case back to submitting rep and have them get the missing info. Send an email to the rep, make sure to copy their lead and Daniela..

Working on claim. Once you have reviewed the claim, you can start the process to work on the resolution. A folder has been created in the “K” drive titled “Claims Dept” You will find a folder with your name here In that folder, create a new folder for the customer that you are working on. Title the customer’s folder with Last name, First name (model #) Download the files from the claim case and save them in your customer’s file. Review the photos (next slide) and the claim questionnaire.

Reviewing the photos. Reviewing the photos and receipt: Required photos for a freestanding grill Front of the full grill / product Back of the full grill / product Inside of the bowl assembly with the grids and tamers removed Inside of the bowl assembly with the grids and tamers in place Serial number sticker, the full serial number must be visible and readable Required photos for a built-in grill: same as above with the addition of Overall view of grill island Back of the island Right side of the island Left side of the island Use pictures to find the cause of the issue (as best as you can) and any warranty violations (excessive grease, lack of maintenance, lack of minimum clearance from combustible materials, free-standing grill installed into island construction, etc.).

Claim Memo. Once you have reviewed the claim, you can then fill out the Claims Department Memo Please fill out the memo before starting to work on the offer letter. Be sure to provide all the accurate information, as this is your go to document for any questions on your claim Don’t forget to include the following if applicable: Screenshot of the depreciated value calculation USD or CAD Screenshot of currency exchange Diagnosis Offer to customer.

Depreciation Chart (under or at $300). If the grill is repairable, first offer will be replacement parts. Please review parts list and price book to ensure availability of replacement parts (ex: heat shield). If not… Grill/product is under or at $300, is any number of years old, with receipt (within warranty) Full refund- If damage resulted from a manufacture defect For the two burner grills that have the common bracket issues, we will continue to offer a full refund. If the damage resulted from lack of maintenance and it is not due to a manufacture defect, we will depreciate the value. Grill/product is under or at $300, is any number of years old, without receipt (serial number shows within warranty) Depreciate per year by 10%,staring with following year (so, if serial number shows manufacture date of 2016, start depreciating in 2017.) If grill is within the first year of purchase (with receipt), add the tax to the refund you offer to customer. Only if the damage resulted from a manufacture defect.

Depreciation Chart (over $300)- With receipt. If the grill is repairable, first offer will be replacement parts. Please review parts list and price book to ensure availability of replacement parts (ex: heat shield). If not… Grill/product is over $300, ( with receipt and within warranty) 1-3 years old Full Refund- If damage resulted from a manufacture defect If within the first year of purchase, add the tax to the refund offer Only if the damage resulted from a manufacture defect If the damage resulted from lack of maintenance and it is not due to a manufacture defect, we will depreciate the value. 4-10 years old 50% Refund- If damage resulted from a manufacture defect If the damage resulted from lack of maintenance and it is not due to a manufacture defect, we will depreciate the value. Lifetime Warranty 50% Refund- If damage resulted from a manufacture defect If the damage resulted from lack of maintenance and it is not due to a manufacture defect, we will depreciate the value..

Depreciation Chart (over $300)- With no receipt. If the grill is repairable, first offer will be replacement parts. Please review parts list and price book to ensure availability of replacement parts (ex: heat shield). If not… Grill/product is over $300, 1-10 years old, without receipt (serial number shows within warranty) Depreciate per year by 10% from lowest retail price, staring with following year (so if purchased 2016, start depreciating in 2017). For escalations, lead may go back two years in depreciation (so if 2020 depreciation rejected, then offer 2018 depreciation). For grills with Lifetime Warranty, any number of years old, without Receipt * Original retail price $699 - $799 First Offer: $100 - $150 Final Offer: $200 - $250 Original retail price $800 - $999 First Offer: $200 - $350 Final Offer: $400 - $450 Original retail price $1,000 - $1,999 First Offer: $350 - $750 Final Offer: $450 - $850 *With these grills, go by retail price and play within the ranges outlined above. For example, a $699 Jenn Air’s first offer should be closer to the $100 mark than the $150. In other words, don’t surpass retail price of grill or above a 50% refund..

Expired warranty. First Offer: Deny claim Final Offer: If escalated, with mgmt. approval 20% depreciation per year based on years owned Please try to stick with denial, especially if there are more than two warranty violations, consult lead first. Ensure that the depreciation does not go below $50.00. If receipt was provided, depreciate from that price. If no receipt, use lowest retail price on record for depreciation. If the expired warranty claim has any personal injury/property damage, forward to Daniela for review..

Claim letter. All claims will require a claim letter to be sent to the customer, whether a resolution is being offered or not. This is necessary to document warranty limits, violations, and the details of an offered resolution. Use the Claims 2021 letter templates to create a new letter, and the Claim Body Paragraphs (For Template) PDF document to add the appropriate paragraphs for the claim you are handling. Once you create your letter you will digitally sign it. Save a word copy and a PDF copy of it. Please note that the date on the letter should be the same day it’s sent out. The business day countdown for the customer begins from the date of the letter. When offering a resolution for Canadian customers, please include the exchange in the letter. Example: $300 USD (399.64 CAD).

Release waiver letter. If a resolution is being offered to the customer, a release waiver also needs to be included. Use the Claims 2021 Release Waivers (Refund Checks) templates to create a new letter. Once you create your letter, save a word copy and a PDF copy of it. For Canadian customers, please include the exchange in the letter. Example: $300 USD (399.64 CAD).

Sending the claim letter and release waiver. You will email the customer from the CE claim case Templates will be added for each claim handler Attach both the claim letter and the release waiver Make sure to add a hyperlink to the Owner’s manual from grillservices.com Create an alternate signature for claim emails if you’re not a lead/supervisor, so you can have the title “claims representative” under your name and your direct extension. A signature will be added for each claim handler.

Sending denial letter to customer. When a claim is being denied, only the claim letter needs to be emailed to the customer. You will email the customer from the CE claim case Still attach the denial claim letter and include the hyperlink to the manual. Please block the serial number, if a claim is being denied, we don’t want to approve an RGA if the customer manages to return grill to store..