Claim Escalations

Claim Escalations

On occasion, ServiceBench may not approve an amount requested by a Service Professional. This may require an Authorizer to update specific information to have the claim approved with correct amounts. The Claim Escalations functionality allows Cinch and the Service Professional to communicate about these issues within ServiceBench.

It is expected that Cinch and the Service Professional will respond to escalations within 24 hours. If the issue requires immediate attention, both parties are expected to reach out by phone instead of initiating an escalation.

Claims will go into Transferred status with Accounts Payable the same day they are approved if the job status is Completed and there are no open Claim Escalations.

Creating a Claim Escalation

  1. Open the Claim.
  2. On the Warranty Administration screen click the Escalations tab at the top of the screen OR the Escalate button on the bottom of the screen.
  3. Enter the appropriate Escalation Comment from the Escalations Matrix.
  4. Click Save.

Viewing Claim Escalations

From the Warranty Administration screen

  1. Open the Claim.
  2. Click the Escalations Tab.
  3. View the Escalation Comment or Response Comment.

From the Service Job Mini Dashboard

  1. Log into ServiceBench and hover over Claims at the top of the page.
  2. Select Escalated Claims.
  3. A list of all escalated claims will display.
  4. Click the plus sign next to the Claim to display information on that claim.
  5. Click the View button to open the Claim.
  6. Click the Escalations Tab.
  7. View the Escalation Comment or Response Comment.


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