Claim Processing

Streamlined Warranty Management from Submission to Resolution

Warranty claims represent critical touchpoints between manufacturers, dealers, and customers. Every claim tells a story—a component that failed, a service that was needed, a promise that must be kept. The claim processing system transforms these complex interactions into streamlined workflows that balance speed with accuracy, ensuring that legitimate claims are processed quickly while maintaining the controls necessary for financial integrity.

Intelligent Claim Architecture

The system structures claims as sophisticated data objects that capture every aspect of a warranty event. At the heart lies the claim header, which orchestrates all related information—from the basic identification numbers that track the claim through its lifecycle, to the complex relationships with vehicles, partners, and campaigns. This hierarchical approach means that whether you're processing a simple battery replacement or a complex multi-component repair, the system adapts to capture exactly what's needed.

graph TB
    subgraph "Claim Components"
        Header[Claim Header]
        Items[Line Items]
        Financial[Financial Data]
        Documents[Attachments]
    end
    
    subgraph "Relationships"
        Vehicle[Vehicle Link]
        Partner[Business Partner]
        Campaign[Campaign Association]
        Template[Template Reference]
    end
    
    Header --> Items
    Header --> Financial
    Header --> Documents
    
    Header --> Vehicle
    Header --> Partner
    Header --> Campaign
    Header --> Template

Comprehensive Data Capture

Each claim begins with core identifiers—the auto-generated claim number that ensures uniqueness across the system, and the authorization number that links to approval workflows. The system meticulously tracks temporal aspects through registration dates, repair dates, and damage occurrence dates, while usage metrics like mileage and operating hours provide context for coverage decisions. Status flags orchestrate the claim's journey, signaling whether it's manually entered, actively processing, closed, or awaiting pricing completion.

Multi-Dimensional Classification

Claims aren't one-size-fits-all, and the classification system reflects this reality. Each claim is categorized across multiple dimensions that enable sophisticated reporting and routing. The claim type identifies the warranty category, while the claim group provides functional organization. Coverage type specifications ensure the right warranty terms apply, and the origin indicator shows whether the claim was dealer-initiated, customer-submitted, or triggered by a recall campaign.

Advanced Line Item Management

Within each claim, individual line items capture the granular details of parts and services. The system's four-way financial model—IC/IV/OC/OV—provides unprecedented transparency into costs and payments. Incoming Claimant (IC) costs show what the service center spent, Incoming Vendor (IV) tracks manufacturer charges, while Outgoing Claimant (OC) and Outgoing Vendor (OV) capture the payment flows. This sophisticated approach enables margin analysis, cost recovery tracking, and financial reconciliation at every level.

Each line item maintains its own status, tracking whether parts need to be returned, if pricing is complete, and which component actually caused the failure. This causal part identification proves invaluable for quality analysis and helps manufacturers identify systematic issues before they become widespread problems.

Intelligent Validation Engine

The validation system acts as a guardian of claim integrity, automatically checking coverage eligibility against the vehicle's warranty terms, verifying that repair dates fall within acceptable ranges, and ensuring all required documentation is present. Business rules evaluate complex scenarios—like ensuring labor hours align with standard repair times or that part numbers match the vehicle configuration. This real-time validation doesn't just catch errors; it guides users toward successful claim submission on the first attempt.

Key Benefits

• Reduced Processing Time: Automated validation and smart workflows cut claim processing from days to hours
• Enhanced Accuracy: Multi-level checks eliminate common errors before they impact payments
• Complete Transparency: Every party sees real-time status and understands next steps
• Regulatory Compliance: Comprehensive audit trails satisfy the strictest requirements
• Financial Intelligence: Detailed cost analysis enables better warranty program design

Processing Workflow

Claim Creation

1. Select vehicle and verify coverage
2. Choose template or create manual claim
3. Enter repair details and parts
4. Attach required documentation
5. Submit for processing

Approval Flow

1. Automatic validation checks
2. Route based on value and type
3. Review by appropriate authority
4. Request additional information if needed
5. Approve, reject, or return for modification

Completion

1. Final pricing calculation
2. Payment authorization
3. Parts return processing if required
4. Claim closure
5. Archive for audit trail

Integration Points

Vehicle Integration

• Automatic vehicle data population
• Coverage verification from vehicle record
• Service history access
• Mileage validation

ERP Integration

• Business partner validation
• Material master synchronization
• Financial posting preparation
• Document generation

Use Cases

Service Centers

• Quick claim creation from templates
• Real-time coverage verification
• Documentation upload from mobile
• Status tracking for customer updates

Warranty Administrators

• Claim review and approval
• Pattern analysis for quality issues
• Financial reconciliation
• Audit report generation

Manufacturers

• Coverage validation
• Cost analysis
• Quality tracking
• Dealer performance monitoring

Related Features

• Claim Templates
• Version Management
• Master Warranty