How customers submit a claim
- On their warranty page, they click Submit a Warranty Claim, describe the issue and click Submit Claim.
- In the Client Portal, they open Vehicles, click Submit a claim, add an Issue Title and Description, and can add photos or videos.
Claims are only allowed while a warranty is active and in date. Otherwise the customer sees why.
Review a claim
- Open Resources, then Warranties, and click Claims Dashboard.
- Filter by New, Under Review, Approved, In Progress, Resolved or Denied, and open a claim.
- Click Start Review, then Approve or Deny. Denying asks for a reason.
- When you start the fix, click Mark In Progress. When it's done, click Mark Resolved and say how it was resolved.
Each claim has Overview, Notes, Media, Messages and Schedule tabs. Use Messages to talk to the customer about it. Reopen Claim opens a finished claim again.
Good to know
The customer gets an email when you approve, deny or resolve their claim. You can also log a claim yourself with New Claim.