ICP Warranty Claims How to for Service Bench

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

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

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 This is an example of a product history on a registered unit. To return to the previous screen, click on View Entitlement

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

Warranty Claim Access Enter your secure User ID and Password

Warranty Claim Access Click on Switch Account

Warranty Claim Access Select the branch location where you want the claim to be paid

Standard Warranty Claim Click on Entitlement

Standard Warranty Claim Click on UTC for all your ICP Warranty Claims

Standard Warranty Claim Type in your ICP Serial Number and hit enter or click on Search

Standard Warranty Claim If you click on the Product History Button you will see all previous claims filed on this unit

Standard Warranty Claim 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

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 Click the Select Service Provider button

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

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

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.

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!!

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

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).

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 L 99999 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.

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 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: Enter a Service Bulletin claim the same way as a Standard Warranty Claim Warranty Type = Bulletin/Authorization = The ICP Bulletin Number (4 digits) Continue the Standard Warranty Claim process. A defect code must be entered.

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 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!