Check Coverage

Check Coverage

Many scenarios require checking customer coverage. When creating a Service Request, agents should always verify the customer has coverage for the item they are requesting service for.

This can be done by using TIMX SCM, Zoho, or the Check Coverage URL on the portal.

TIMX SCM

Use the following process when viewing Contract details for Previous Warranty Terms (Not Current Term).
Pull up both the Dec Page and Contract Terms and Conditions in TIMX SCM. Remember to utilize the Search Function on the contract by pressing Ctrl+F on the keyboard to search by keywords. 

View PDF

  1. Open Customer Record.
  2. Under TIMX Navigation , select View PDF.

  3. Customer Terms and Conditions PDF will display.

View Declaration Page (Dec Page)

  1. Open Customer Record.
  2. Under TIMX Navigation , select TP DEC Page.

  3. Update pop-up with the Contract Number, Renewal Number, and Purchase Type and click Submit Query.


  4. Declaration Page will display.

View Current Coverage

To view Customer Current Coverage in TIMX SCM you will click on View Current Coverage to see the Dec Page and Contract Terms and Conditions together for the Current Warranty Term. In some scenarios you may see the Welcome Letter and Customer Coverage View seen in MyAccount.

View Current Coverage
  1. Open Customer Record.
  2. Under TIMX Navigation, select View Current Coverage.



  3. Customer Dec Page and Terms and Conditions PDF will display.
    In some scenarios you will see the exact Welcome Letter, Dec Page, and Contract PDF the customer can access through MyAccount. 
    Customer Dec Page Example:


Account Information

  1. Open Customer Record.
  2. On Enrollment Screen , click Coverage.

  3. Coverage Screen will open showing all of customers coverage.

Zoho 

View the Dec Page and Contract T's & C's by accessing the Zoho Martketplace inside a case.
Cap Limits and Claim History information will only be utilized by Autho, Part Sourcing, Support Services, and Escalations at this time.
  1.  Click on the Marketplace Icon inside the Zoho Case.



  2.  Enter the Contract Number including the correct Renewal Year into the Contract Number field and click View Coverage for a new tab to open including the Dec Page and Contract.
    Note: Use Ctrl+F to search for keywords.



  3. Click Search to populate the Warranty Term Dates, and Cap Limits. Departments utilizing this information may type in the Filter Products field to view specific item cap information. Use the scrollbars to view information up/down and left/right.



  4. Click Claim History to view claims paid out under that warranty term. Information includes the Date, Claim #, Item, and Amount Paid.



  5. If an Invalid Contract Number is entered and error message will appear.



  6. When a new Case is opened the Marketplace should Refresh, if a manual Refresh is needed click the Refresh Icon.



Zoho Check Coverage Training Module

Check Coverage Portal URL

A Check Coverage URL is linked on the BPO portal. This will open the Check Coverage URL in Google Chrome.
This can be utilized for Active contracts only. If the contract is Pending Cancel, Cancelled, or Expired utilize TIMX SCM.
  1. Click the Check Coverage Tile to open the Check Coverage URL.

  2. Paste the Active contract # in the Contract Number Field without the Renewal Year and Click Check.



  3. The Dec Page and Terms and Conditions will display. Press Cntrl + F to use the search function. 

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