Retail Observer

RETAILOBSERVER.COM JANUARY 2023 56 H ere are some hints and tips that will help you get your warranty service claims corrected faster and allow you to get paid for your repairs without too much aggravation. SERVICEPOWER Many leading companies use ServicePower software for claims processing, including AIG, Assurant, Bosch, Centricity, Electrolux/ Frigidaire, GE, Hisense, LG, Lowe's, Speed Queen, SquareTrade and Warrantech. When a claim requires correction in the ServicePower portal, such as when an invalid part invoice number was entered, the portal changes status from Distributor Review to Incomplete. This allows you to update the claim and resubmit it for payment. If your claims are in F=Forward status for longer than two weeks, make sure you contact the manufacturer for the final status. We understand that ServicePower is working on a solution for this; however, to be on the safe side, make sure the vendor updates the status for you, or use your iSupplier account to check payment status. SERVICEBENCH Manufacturers that use ServiceBench for claims submissions include Danby, Miele, Sub-Zero/Wolf/Cove and the Whirlpool brand family of JennAir, KitchenAid, Maytag and Whirlpool. In the ServiceBench portal, when you input an invalid part invoice number, your claim does not return to an Incomplete status for you to correct. If you have a correction, you must make the necessary changes to the claim, then save it as a new claim and Submit. Then keep an eye out for emails from supportemails@asurion.com; these are the claim status updates. Here are a couple of other tips when using the ServiceBench portal: • Any claim in Saved status in ServiceBench means you forgot to hit Submit. • The best way to find your claim is a Claim Review, using your claim number in the reference field for searching. ALLIANCE PORTAL If you are using the Alliance portal for Speed Queen, claims submission is easy and all claims begin with an In Process status. In a few days the status should change to Approved; if it does not, click on the Claim ID# and scroll up to the Warranty Claim Comments. Notice that Comments from ALS explains why the claim will not move out of the In Process status. If you need to make a correction you must submit a new claim – in which case you must also change your claim number. (We suggest adding an "R" to the end as a designation for resubmit.) CONTACTS FOR WARRANTY CLAIMS SUPPORT Getting in touch with manufacturers and other job sources for questions about your claims is an art. You need to know which ones have claims support teams with phone numbers or email addresses and which ones have limited support. If you have a GE claim in rejected status, you must send an email (one for each claim) to ccclaims@geappliances.com. You will usually receive a response within two business days. In the unlikely event you do not receive a response, simply resend your email. Likewise, here are three more email addresses of companies that don't have a claims support hotline: • Centricity: claims@centricity.com • Fulgor: service@pacificspeecialtybrands.com • SquareTrade: appliance_team@squaretrade.com • Electrolux provides a more immediate service, as you can phone (866) 646-6810, enter your eight-digit account number (remember to add 000 to the end of your account number), and within a few rings a service representative will answer your call. Each call is limited to addressing four claims in total. (By the way, it is our experience that this same limitation applies to AIG and Assurant, as well.) A SHORT LIST OF OTHER HELPFUL SUPPORT NUMBERS: Good luck! CORRECTING WARRANTY CLAIMS CAN BE A NIGHTMARE Here's how to make it less harrowing Janice Salmon is founder/CEO of JustPressOne, an AVB BrandSource partner that provides claims administration for independent appliance dealers and servicers. Visit JustPressOne.com for more information. RO Janice Salmon Appliance Service Trends 2-10 Home ........800-482-4776 AIG ...................866-523-8649 Assurant ............866-369-1178 Beko .................888-352-2356 Bosch ...............800-366-6836 Bertazzoni .........866-905-0010 First American ...800-553-6699 GE ....................800-206-1069 LG ..................... 800-243-0000 Old Republic ...... 800-858-4488 Speed Queen .... 920-748-3121 Sub-Zero ............ 800-222-7820 Thor/Zephyr ....... 877-430-5253 Viking ................. 800-914-4799 Warrentech ........ 817-785-6601 Whirlpool ........... 888-378-8808

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