How to file extended service contract claims

By Janice Salmon, ClaimWorks

It’s always best practice to advise the consumer to contact the service contract administrator when product service is required. 

Granted, if you sold the product along with an extended warranty contract and the consumer called you for service, your company probably feels obligated to schedule the service call. However, when the consumer calls the contract company, they will validate the coverage and then dispatch the service call to your company if you were the selling dealer.

Adhering to this process eliminates the possibility of submitting claims with incomplete information and not getting reimbursed for the services performed.

Pre-Authorization

Many service contract companies often provide pre-authorized total service amounts based upon the product type. This eliminates your need to call in for authorization and expedites a first-call complete. Do not automatically expect additional funds that may be required to complete a service call simply because the job was dispatched to you.   

On the parts side, be sure you know the extended service contract company’s process on parts markup. Typically, this may range from 10-25% depending on their internal policies.  There may also be a cap on the total amount per part. For example, a maximum markup amount of $50.

Here’s a list of service contract policies by company:

Centricity:  ServicePower Portal

Always include the pre-Dispatch/Authorization number which is a 12-character number such as BQ30971MUK69.  This number is given out when you call Complete Care at 800-622-1100 from 8:00 am to 6:00 pm EST.  EPIC contracts are also handled by Centricity.   

Assurant: ServicePower Portal

New rule: Servicers have 30 days from the dispatch date to complete the repair. If a time period extension is required for any reason, you must get written consent from Assurant. Obtain this authorization by emailing your request, and the reason for it, to  maceclaims@assurant.com. Claims must be filed within 60 days of the completed date, and no exceptions will be made. For more information call Assurant at (866) 369-1178.

Disclaimer: If the repair is unsuccessful, Assurant will only pay the diagnostic fee and parts cost, if applicable. You might even have to go back to the customer’s home and pull the parts for return.  Save your parts invoices for all parts just in case this is requested.

AIG Warranty: ServicePower Portal

If you are an authorized servicer in the AIG network, you will be dispatched jobs for consumers in your service area.  The dispatch number contains nine characters, for example: 2112929E3. You must use this dispatch number to file any claim. For further information call AIG claims adjudication at (866) 523-8649.

SquareTrade (Allstate): ServicePower Portal

If you must service a product covered by SquareTrade, you must always order the parts using the ServicePower portal. All required parts will be shipped at no charge directly to the customer’s residence.  After the parts are ordered, keep an eye on the status, because if the total repair is not cost effective or if the parts are out of stock, you will get a POE (part ordering error). For questions call (877) 387-8129, ext. 2.

Warrentech/Guardsman: ServicePower Portal

Prior to visiting the customer’s home you will need an RO#, which is a dispatch number such as 9198864-00 and formatted as shown.  You can order your parts through Warrentech if needed. For questions call (800) 279-1662.

Asurion (formerly NEW):  ServiceBench Portal

Pre-authorization/dispatch numbers are provided to servicers through online requests.  SNWS33DCDB7A-4 is the dispatch format, and you will also need a secondary dispatch number formatted as NW22833971, which is the authorization to file a claim.  If necessary, Asurion will also supply the parts regardless of product brand.  

New Leaf: New Leaf Portal  

If you are in the New Leaf servicer network, you will be dispatched jobs from their portal via email and you are required to go to the portal to accept or reject the service.  The dispatch number is formatted as 3844098-1. It must be used to file the claim and update the authorized amount.  Your authorization limits for service calls are posted on the portal. In the event you my require additional authorization call (855) 608-4501.

NSA: NSA Portal

If you are in the National Service Alliance (NSA) servicer network, you will be dispatched jobs from their portal via email and you are required to go to the portal to accept or reject the service. The dispatch number is used to file the claim and update the authorized amount.  

A photo of the product tag must be attached to the claim upon completion. The limit for service calls is posted on the portal. If additional authorization is required, call (385) 271-1792.

Safeware: ServicePower Portal

For each claim submitted you must attach a copy of the product serial tag and an invoice copy of the repair with all the amounts you are submitting. In this case, the dispatch or authorization number is called the “SIMS Call Number” or “Work Order #” and is required in the claim for reimbursement. For questions call (800) 800-1492.

Sears: ServicePower Portal

An electronic picture of the unit model/serial number tag and a customer signed “Acknowledgement of Pre-Existing or Potential Property Damage Waiver” must be filed with all claims. Also, you must have a parts invoice copy ready for upload if requested by Sears.  The parts’ dollar amount must be the same as the pricing on the Sears website without any mark-up. Do not use the pricing shown on your parts distributor website or invoice. The dispatch/authorization number is required and is formatted as follows: 0008228-41640234.

Please Note: If service is required for more than one appliance in the same location, you will be paid your standard negotiated labor rate for the first appliance. A reduced labor rate will be paid for any additional appliances that are serviced. 

Janice Salmon is the founder and CFO of ClaimWorks (formerly JustPressOne), an AVB partner that provides claims administration services for independent appliance dealers and servicers. For more information visit ClaimWorks.ai.

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