Claim Initiation, Submission, and Job History Review

Claim Initiation, Submission, and Job History Review

Claim Initiation & Submission

Before Submitting a Claim

  1. Service Job is ready to be invoiced.
  2. Open Edit/View Service Job → Products Section.
  3. Click Create Claim to open Warranty Administration screen.

Unit & Service Details

  1. Warranty type = Standard in Unit section
  2. Labor Hours entered
  3. Date Repaired selected
  4. Date Repair Started selected.

Comments

  1. Itemized labor pricing explained
  2. Non-covered charges explained
  3. Any special circumstances documented

Parts

  1. All part information verified as correct (part #, description, qty, cost)

Amounts & Entitlements

  1. Labor amount entered & Entitlement = Yes. 
  2. Diagnostic Fee entered & Entitlement = Yes. 
  3. Tax entered (if requested) & Entitlement = Yes. 
  4. Travel Fee entered (if requested) & Entitlement = Yes. 

Additional Charges

  1. All applicable Additional Charges added. 
  2. No charge type used more than once. 
  3. Sum total used when multiple items of the same type. 
  4. Individual items itemized in Comments. 

Finalize Claim

  1. Click Save. 
  2. After reload, clicked Submit.

If Rejected / Over Limit 

  1. Reject Reason reviewed and data verified. 
  2. If accurate and within limit → Approve Override clicked. 
  3. If over limit → Specialist/Supervisor contacted for override. 

Checking Job History

Step 1:  Review General Service Job Information

  1. Check Created On Date
    1. How long has the job been open?

  2. Check the Dash Number
    1. Identifies reassignment/help spot recalls

  3. Check Service Job Status
    1. Accepted = eligible for claim
    2. Reassigned = job will not pay out (new job must be used)

  4. Check Attachments
    1. Photos or documentation for validation

Step 2: Review the Products Section

  1. Hover over the Claim Number (if one exists)
    1. View claim status: Saved • Under Review • Rejected • Approved

  2. Verify Product Line

  3. Verify Model & Serial Number
    1. Confirm not under manufacturer warranty

  4. Check Unit Location
    1. HVAC must show serviced area, not physical unit location

Step 3:  Review Entitlements

  1. Check the Deductible
    1. If $0 → verify not Surge Protect only

  2. Check for PUP Coverage
    1. If PUP  included by not showing → review contract for coverage. 

  3. Note Caps/Limits if applicable

Step 4: Review Claim

  1. Click the Claim hyperlink

  2. Check
    1. Claim Status
    2. Amount Approved
    3. CRM Number

  3. Check Escalations tab
    1. If an asterisk (*) appears → action needed
    2. Enter comment  and save to close escalation

  4. Review Unit Section
    1. Confirm Extended Service Agreement # matches contract

Step 5: Review Parts

  1. Verify Part Amount Approved
    1. If parts already paid on another claim → clear to 0:00

  2. Scroll to Amounts Section
    1. Confirm all pricing

Step 6: Review Pricing

    1. Non-Covered Charges
      1. Must show Entitled = NO

    2. PUP Coverage
      1. Appears automatically in Premium Upgrade
      2. Validate PUP limit not exhausted previously 

    3. Claim Credit
      1. Ensure Maximum Credit calculates correctly

    Step 7: Check for Multiple Claims

    1. Review all claims in the Products table

    2. If multiple Approved claims → Reject incorrect/unneeded claims

    3. If Paid/Transferred exists → Prevent duplicate payments

    4. If Incorrectly Paid → Submit a Credit Demo Request

      Step 8: Review Job History

      1. Click Service Order ID

      2. Check
        1. Other jobs tied to the same order
        2. Deductible payment status (paid/waived/refunded)

      Step 9: Review CEC

      1. Click CEC Lookup

      2. Check: 
        1. Warranty status (Completed/Cancelled)
        2. Claim/Job count 

      3. Click Customer Name to open CEC 

      4. Review
        1. Contract status (Active vs Not) 
        2. Previous jobs for same unit
        3. Click View Comments → Filter by product line + CTRL+F search
        4. Ensure repair/replacement hasn’t been paid on another job

      Step 10: Approve Claim

      1. Return to Service Job → Claim

      2. Approve if everything is valid and authorized

      Step 11: Notate the Job

      1. Use your department's Note Template

      2. Save note as Private






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