ICP Warranty Claims- How to for Service Bench  

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ENTITLEMENT Information- Registered Unit Owner name and Install date display if the unit has been registered The Policy that displays is based on install date Registered on time flag and eligible for Enhanced is based on the Registration

Warranty coverage starts based on the Install date of the unit ENTITLEMENT Policy Details Warranty coverage starts based on the Install date of the unit Application Type (Residential, Commercial, Other Residential) may have varying policy coverage Equipment owner distinguishes coverage differences between the Original owner or the Subsequent Owner

ENTITLEMENT Supplying an install date Warranty Length is based on the policy in effect as of the purchase date you entered

ENTITLEMENT HELP Contracts If the serial you enter in Entitlement is associated with a HELP contract then the contract information will be displayed at the bottom of the Entitlement screen

Product History The product history screen will show you prior claims submitted against this unit as well as the service history. If this unit was returned or exchanged (No Hassle) it will also show you that information on this screen. This is an example of a product history on a registered unit. To return to the previous screen, click on View Entitlement

CLAIMS REVIEW Service Parts Claim Standard Warranty Claim Service Parts Claim Standard Warranty Claim/Operating Letter Service Bulletin Claim Unit Exchange Claim (Heaters, Coils, etc.) No Hassle Claim

Enter your secure User ID and Password Warranty Claim Access Enter your secure User ID and Password

Click on Switch Account Warranty Claim Access Click on Switch Account If you are a multi account location you will have the same Switch Account option that you have in powerlinks today. Click on this button.

Select the branch location where you want the claim to be paid Warranty Claim Access Select the branch location where you want the claim to be paid A list of warranty claiming branches you can file claims against will be displayed. Be sure and select the correct Distributor location.

Standard Warranty Claim Click on Entitlement Always enter warranty claims via the View Entitlement button. This allows you to see if the product is registered, who it is registered to, the ship date and ship to location of the unit, and what the parameters are for the warranty coverage

Standard Warranty Claim Click on UTC for all your ICP Warranty Claims For ICP warranty claims you should always click on the UTC button for Manufacturer Selection. If you warranty multiple brands of product (Goodman, Rheem, etc.) then you can have access to their warranty services via a separate Manufacturer Selection button. You will have to work with Service Bench to consolidate your brands all under on single log in.

Standard Warranty Claim Type in your ICP Serial Number and hit enter or click on Search Enter in your ICP Serial number and press enter or search. If your serial number does not appear, then verify the serial number is valid with your customer. At this point, if you are still having issues accessing your serial number to enter your claim, then contact your ICP Warranty Analyst.

Standard Warranty Claim If you click on the Product History Button you will see all previous claims filed on this unit Once you access entitlement you can see the product history on the unit by clicking on the Product History button.

Standard Warranty Claim The product history screen will show you prior claims submitted against this unit as well as the service history. If this unit was returned or exchanged (No Hassle) it will also show you that information on this screen. This is an example of a product history on a registered unit. To return to the previous screen, click on View Entitlement

Standard Warranty Claim Go to the bottom of entitlement and click on the New Claim Button Go to the bottom of the entitlement screen and click the New Claim button.

Click the Select Service Provider button CLAIM ENTRY If your Dealer is not registered then input your ICP Account Number ‘or’ If your Dealer is registered then put his Service Provider ID or click on the magnifying glass and type in your Dealers Name You can enter your ICP Distributor Number in the Account Number field if your Dealer is not registered. If your Dealer is registered and you know his Service Provider ID number you can type it in the Service Provider ID or if you don’t know the Service Provider ID you can click on the magnifying glass and type in your Dealers Name. You will get a list of Dealers that you have signed up with the Name you provide. At this point click on the Dealer you want to file the claim for. ICP suggests that your corporation set up your Dealers in Service Bench Trading Partners so that claims processing is easier moving forward and you do not have to manually key these fields on every warranty claim. Click the Select Service Provider button

Service Bench requires certain fields be enter on every warranty claim Service Bench requires certain fields be enter on every warranty claim. Those fields are noted with an asterisk. Lets review the fields when entering a standard warranty claim. All fields with *asterisks are required entry fields on a warranty claim: Reference Number = your ICP Claim Number Additional Reference Number = your Debit Memo Number Warranty Type = Claim Type Unit Installed/Start Up Date = Unit Install Start Update : Standard Warranty Unit is registered it will pull in the installation date Preauthorization Unit is not registered - require start up date Service Parts Bulletin Unit Exchange No Hassle

Address = Physical address of the unit. Application Type is the kind of installation is applicable for the product on the claim: Other Application = Commercial Other Residential Application= Multi family (Apartments) Owner Occupied Residential – Single-Family Installing Homeowner Yes = Original Homeowner No = Subsequent Homeowner All fields with *asterisks are required entry fields on a warranty claim: If registered then the Customer Information will pull in from the registration. If not registered then you must key in the Company Name (if Commercial application) First Name/Last Name (if Residential application) Address = Physical address of the unit. Email = Enter Customers email if available. Phone Number = a required field. Application Type: If not registered -choose from the drop down box. Installing Homeowner – choose Yes or No

All fields with *asterisks are required entry fields on a warranty claim: Fail Date = Actual failed date of part Repair Date = Actual date part was replaced Bulletin Authorization Number = See Bulletin Claim Example Credit Card Payment = Not Applicable for ICP Note: All Replacement Information Fields are for Unit Exchange and No Hassle Claims- Fields Not Applicable on a Standard Claim

We have new fields for model location, furnace orientation, and furnace full type to assist the ICP quality team to better understand failures in the field. All fields with *asterisks are required entry fields on a warranty claim: Number of Part Lines = a default setting in Service Bench to 4 Causal Part = Check this box for the part number that is responsible for the failure (this box must be checked for only 1 part on the claim) Must enter : Failed part quantity/Failed part number/Replaced part quantity/Replaced part number If a compressor you must fill in the Failed and Replaced part serial numbers Competitor Part = This box must be checked if the replaced part was not purchased from ICP Unit Price = If competitive part, then you must attach a copy of the invoice for the replaced part. Quality Information: Model Location/Furnace Orientation/Gas Furnace Full Type = Are required fields for all Furnace Failures. Service Performed = Must type in the reason for the warranty claims (Example: Motor Failed) Component Code and Defect Code = Left blank at this point in the claim.

If no errors click okay to SUBMIT the claim!! New Comments = Use this option to address issue s with an ICP Warranty Analyst , or make internal notes on your claim. Internal = Distributor View only External = ICP View only Click the Save Button = If the claim has issues, error codes will populate on the top of the claim and highlight on the screen. Defect Code = Is a required field at this point. Choose from the drop down box . If you do not save the claim first, you will be given all defect codes as a drop down option!! Make Corrections and Hit SAVE again. Save = Holds the claim on your system and ICP does not have access to see it. If you need to update and resubmit you can access the claim by going into Service Bench Claim Review. Submit = Processes the claim and ICP has access to it. If no errors click okay to SUBMIT the claim!!

Once the claim is submitted you can scroll back up to the top of the claim and it will give you the status of the claim. If a claim is rejected you can determine what the issue is and then go into the claim via claims review and resubmit it. All standard ICP rules still apply to warranty claims processing (example: 90 day window, valid serial number, etc.) If the claim goes on Mfg review it will be sent to the analyst at ICP and they will review it within 3 to 5 business days. If the claim is approved, an ICP credit memo will be issued to the Distributor within 24 hours. The header of the claim gives you the following information: Claim Number = Service Bench generated claim number Account Number = SB Service Provider Number Claim Status = Reject = Issues with the claim that require s your company to address and resubmit (if applicable). You can access and edit the claim to resubmit it to ICP in Service Bench Claims Review. Mfg Review = Claim has been submitted to ICP and requires Analyst Review. Approved = Claim paid. ICP will issue a credit memo the following business day. ( (ICP always pays the distributor!) Claim Date = Date Claim was entered. Claim Submitted Date = Date Claim was submitted to ICP Amount Approved = The total claim amount paid Date Approved = Date Claim was actually paid

Location of the credit memo number Location of the credit memo number. ICP has put in a change for this field to say Check/Credit Memo Number at this time. 24 Hours after a claim is submitted and approved you can locate the Credit Memo number by accessing the claim in Claims Review. Listed under the Check Number is the ICP Credit Memo Number.

Service Parts Claim You may enter another claim for the same dealer by clicking on the New Same Customer Button. Otherwise you must go back to the Main Menu/Entitlement and Choose your Service Provider (Dealer). Lets look at a Fast parts claim. Service Bench calls these claims ‘Service parts claim’.

A Service Parts claims is entered in the same format as a Standard Warranty claim (which we just reviewed). The only differences are the Warranty Claim type, which should be changed to Service Parts. Service Bench requires that all ‘Fast Parts’ claims have a valid serial and model number entered on the claim. Service Parts Claims: Enter a Service Part claim the same way as a Standard Warranty claim Warranty Type = Standard Parts Service Bench requires that a Serial and Model number be provided on all Service Parts Warranty Claims. Serial number L999999999 will no longer be accepted as a valid serial number for a Service Parts Claim. A Service Parts claim is when the unit is out of the Manufacturers Warranty. The part was purchased out of stock and receives a one year part warranty from purchase date.

If you have a warranty for an ICP part on a competitive unit in Service Bench you should check the Competitive Equipment box at the top of the claim form. The claim type is still Standard Parts. You must include the Failed Part installation Date and input a unit price for the replaced part. All claims for competitive parts must have a copy of the part invoice in order to the claim to be paid. Service Parts Claim on a Competitive Unit: Enter a Service Part claim the same way as a Standard Warranty claim Warranty Type = Standard Parts Enter the Competitive Model Number and Serial Number that applies. You must check the Competitive Equipment Box . Enter the Failed Part Install Date and the Unit Price. A copy of the competitive parts invoice must be submitted with the claim. (Click on Manage Attachments at the top of the claim)

Standard Warranty Claim/Operating Letter If you have a claim for standard warranty with an Operating letter you still file the claim under the Standard Warranty Claim type. Add the Operating letter in the field designated in the screen. Do not put O in front of ICP Operating letters. They are only numeric digits in Service Bench system. Example: 708 Standard Claim with an Operating Letter: Enter a Operating Letter claim the same way as a Standard Warranty claim Warranty Type = Standard Warranty Operating Letter Number = The ICP Operating Letter Number (3 digits) Continue the Standard Warranty Claim process. A defect code must be entered.

Service Bulletin Claim A claim for an ICP Service Bulletin is entered the same way as a standard warranty claim except the claim type should be changed to Bulletin and the Bulletin Number should be placed in the Bulletin/Authorization Field. ICP bulletins 1 letter with 3 digits following it. Example: L003 Service Bulletin Claim: Enter a Service Bulletin claim the same way as a Standard Warranty Claim Warranty Type = Bulletin Bulletin/Authorization = The ICP Bulletin Number (4 digits) Continue the Standard Warranty Claim process. A defect code must be entered.

Unit Exchange Claim A Unit exchange claim in Service Bench is how we designate a coil, heater, or any serialized accessory claim for ICP products. When entering the claim you must provide the failed and replaced equipment model and serial number. This claim type needs to be changed to Unit Exchange. Unit Exchange Claim: Enter a Unit Exchange claim the same way as a Standard Warranty Claim Warranty Type = Unit Exchange Replacement Model Number = Replaced coil or heater model number Replacement Serial Number = Replaced coil or heater serial number Continue the Standard Warranty Claim process. A defect code must be entered.

No Hassle Warranty Claim A No Hassle Warranty claim is entered like a Unit Exchange claim. You must change the claim warranty type to NO Hassle. When entering the claim you must provide the replaced equipment model and serial number. All No Hassle claims must have the Evaluation Form provided at time of claim submittal. You can use the manage attachments function to include it with the claim. No Hassle Claim: Enter a No Hassle claim the same way as a Standard Warranty Claim Warranty Type = No Hassle Replacement Model Number = Replaced model number Replacement Serial Number = Replaced serial number Continue the Standard Warranty Claim process. A defect code must be entered. Manage Attachments = attach the No Hassle Evaluations forms to the claim. NO HASSLE EVALUATION FORMS ARE REQUIRED!