Product Registration Entering Corrections and Review October 2019

Product Registration Entering, Corrections and Review October 2019 Images are forfor illustration purposes only; model number(s), serial number(s) may not bebe applicable toto your business. ®® Service. Bench and the Service. Bench logo are registered trademarks ofof Asurion, LLC. Presentation and training material developed byby the Warranty Process Team_Oct. 2019

Product Registration Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Entering on the Branded Websites Select the appropriate branded website and click on the Registration link to begin the registration. All branded websites function the same and will show the ICP Logo. This example is specifically for showing how to register HVAC equipment. 2 XYZ HVAC/R COMPANY 123 MAIN STREET The Home Page for the Registration site will be the same for all brands. Dealers should register equipment as a Dealer. PLEASANTVILLE NEW YORK 13211 999 -0001 Note: fields with an asterisk (*) are required fields. You may get a warning XYZHVACR@GMAIL. COM 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 message advising our system was unable to validate what was entered. This may warn you about Address, Phone Number or Email address. Check to ensure that you entered the information correctly. If you did, you can click Proceed again to accept your entry. 1 13. 2 Enter all of your Dealer information. 3. 4. 3 You would then click Proceed.

Product Registration— Entering on the Branded Websites Once you have clicked Proceed after completing your dealer information, you will be brought to a one-page screen to complete the registration. Note: You will most likely need to scroll down to complete all sections (it will not be entirely visible without scrolling). 4 XYZ HVAC/R COMPANY 123 MAIN STREET PLEASANTVILLE, NY – 13211 , USA Ph: 999 -0001 XYZHVACR@GMAIL. COM 47. DEALER INFORMATION is at the top. You do have the ability to make changes if needed. 8. 5 PRODUCTS Section • Enter the first serial number and hit tab. The model number will populate if the serial number is recognized. If it wasn’t recognized, you would receive an error message. Note: if after verifying, the serial is correct and you still receive the 5 C 180500001 PHD 448000 KTP 0 F 04/12/2018 Other C 180500002 PHD 448000 KTP 0 F 04/12/2018 Other error message, you should continue registering all other equipment, then contact us via email with the Confirmation Number of the registration and the serial and model number of the unit you had issues with, and we will assist with getting that serial number registered. • Enter the Installation Date*. • Add all the serial numbers needing to be registered. Note: if you have more than 3 serial numbers, clicking tab after selecting the “ 3 rd” brand will provide additional row(s) as needed. • Select appropriate Type of Purchase. • Select appropriate Application Type. (this defaults to Residential Single Family) Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Entering on the Branded Websites 69. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 EQUIPMENT OWNER Section • Enter the homeowner First Name. • Enter the homeowner Last Name. • Country defaults to United States. • Once you start typing the street Address, it will offer suggestions on what the address may be. If you find the exact address, click on it; it will autofill the city, province and postal code fields. If it is not recognized, you are okay to continue typing the address (make sure nothing is highlighted from the possible address selections below the field) ; you will then need to add the city, province and postal code. • Enter the Phone Number. If you don’t have it, you can enter 999 -9999. • If you do not have an email address, check the box. If you do, you would add it in the appropriate field. • Read and select the appropriate boxes to be checked.

Product Registration— Entering on the Branded Websites Note: If you uncheck the “Check here if the Equipment Owner’s address is the same as the Equipment Location's address”, a new section will open and you will be able to add the different address information. 10. 7 Click SUBMIT. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Entering on the Branded Websites Note: You may get a warning message advising our system was unable to validate what was entered. This may warn you about Address, Phone Number or Email address. Check to ensure that you entered the information correctly. Make changes if necessary. 456 PROSPECT AVE PLEASANTVILLE NEW YORK 13211 (999) 999 -9999 11. 8 Once you are satisfied with your entries, click SUBMIT. Note: You may get a warning message if no email address was supplied. 12. 9 You are okay to select YES. 8 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 9

Product Registration— Entering on the Branded Websites 13. 10 You have the option to PRINT a copy of the registration. If you select the Home link, this will take you back to the registration Home Page. If you select the Register another unit? link, this will take you back to a new form with your Dealer information already populated. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration Corrections— Manage Registration Feature 1 a NOTE: All branded websites function the same. This Job Aid is specifically for showing how the new Corrections functionality works. b 1. Product Registration Home Screen. a. Homeowner would use this to enter a new registration. b. Dealer would use this to enter their customers registrations; this should remember who they are so they do not have to enter in their dealer information each time. c. Homeowner / Dealer would click here to make any corrections to an existing registration that is within 90 days of the Registration Date and not tied to a Contract or Commercial. 2. Manage Registration — CLICK HERE to search for a registration a. Homeowner / Dealer must enter the Customer Last Name (not case-sensitive). b. Homeowner / Dealer must enter either the Confirmation Number or a Serial Number (not case-sensitive) c. Click Search. c 2 a b c Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration Corrections— Manage Registration Feature arch. 3. New screen will populate with additional information. Click the View / Edit hyperlink. 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration Corrections— Manage Registration Feature 4. PRODUCT REGISTRATION Confirmation Page — NOTE: If there are no Edit hyperlinks, edits cannot be made. a. Clicking on the Edit hyperlink will take the Customer to the Equipment Owner page of the Registration to make address corrections (name, address, city, province, postal code, phone, email address). Click the Next button on each screen to get to the final page to Submit the corrections. b. Clicking on the Edit hyperlink will take the Customer to the Equipment Location page of the Registration to make address corrections (name, address, city, province, postal code, phone) and allow them to change their option to receive Marketing communications. Click the Next button on each screen to get to the final page to Submit the corrections. c. Clicking on the Edit hyperlink will take the Customer to the Dealer Information page of the Registration to change the Dealer. Click the Next button on each screen to get to the final page to Submit the corrections. d. Clicking on the Edit hyperlink will take the Customer to the first page of the Product Registration entry screen, which will allow them to make the following corrections: • They can Add a Serial Number • They can Delete a Serial Number • They can change the Installation Date • They can change the Type of Purchase • They can change the Application Type • They can change the Registered By from Homeowner to Dealer, or vice versa Click the Next button on each screen to get to the final page to Submit the corrections. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration Corrections— Manage Registration Feature 4. PRODUCT REGISTRATION Confirmation Page — NOTE: If there are no Edit hyperlinks, edits cannot be made. (continued) a. b. c. d. e. Click the Next button on each screen to get to the final page to Submit the corrections. Clicking on the Product Manual Page hyperlink will take the Customer to the branded website to find the most current copy of the Warranty Certificate. f. Customer will have the option to PRINT at this time (if no corrections are being made); clicking the PRINT button will print and email (if an email address is provided) a copy of the registration. g. Clicking on the Home hyperlink will take the Customer to the Product Registration Main Screen. h. Clicking on the Search Registration hyperlink will take the Customer to PRODUCT REGISTRATION - SEARCH Screen. i. If corrections were actually made, you would need to click the Submit button, then you would be returned to the PRODUCT REGISTRATION Confirmation Page where you will have the option to print your corrections. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Service. Bench® You can view registrations in Service. Bench® a few different ways, through Entitlement or Registration Review. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Service. Bench® Entitlement 1. On the Entitlement screen, key in the serial number. 2. Click SEARCH ENTITLEMENT button. 3. If the serial number is registered, the owner information will be populated. 4. You can then click on the Registration Id: blue link to view the actual registration screen 1 2 4 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Service. Bench® Registration Example of a Product Registration in Service. Bench®. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product Registration— Service. Bench® Registration Review 1 3 From REGISTRATION REVIEW: 1. Enter a Serial Number, or 2. Enter a Confirmation Number in the Customer Number field if you have it. (Note: Confirmation numbers registered on the ICP site will always end in a capital “I”, not to be confused with the number “ 1”. ) 3. Click SEARCH button. Note: If searching by serial number, you will only get one result (i. e. , Example A). If searching by Confirmation Number, you may get more than one result (i. e. , Example B). Clicking on the Pencil will take you to the registration screen for a particular serial number; clicking on a blue serial number link will take you to the ENTITLEMENT screen. 2 Example A Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 Example B

Product Registration— Service. Bench® Registration Example of a Product Registration in Service. Bench®. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Warranty Claiming Onboarding October 2019 Images are forfor illustration purposes only; model number(s), serial number(s) may not bebe applicable toto your business. ®® Service. Bench and the Service. Bench logo are registered trademarks ofof Asurion, LLC. Presentation and training material developed byby the Warranty Process Team_Oct. 2019

Key Terminology Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Key Terminology • Service. Bench® System • Used by distributors and service providers (dealers) to determine warranty coverage (entitlement), check product history, submit warranty claims, check claim status, run reports, perform service provider administration • Warranty Certificate • Document that details the company’s warranty obligations to the end user • Operating Letter(s) • Collection of company warranty policies for distribution Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 20

Key Terminology Examples Snippet of Main Menu Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 21

Warranty 101 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Warranty 101 • To be considered as a warrantable event: • There must be a failure that occurs during the warranty period • There must be a part that fails or a unit repair for a failure described on the warranty card • There are failures that are not covered under warranty such as: damage, delivered incomplete or incorrect, cosmetic damage, installation problems, misapplications • Certain maintenance items are never covered such as: air filters, loose or poorly dressed wires or tubes Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 23

Warranty 101 • Refer to Warranty Conditions and Exclusions listed on warranty certificate • Limited warranties typically cover reimbursement for the failed part. Any labor allowance (outside of DOA) or unit exchanges are handled through the empowerment / concession process • Warranty claims must be submitted within 90 days of the repair date. • ICP reserves the right to audit claims and direct claims to manufacture review before disposition • Any exceptions to the stated warranty policy contained in the warranty certificate must be preapproved by the Technical Service team Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 24

High Level Warranty Claim Process Equipment repaired under warranty Dealer or distributor submits warranty claim into Service. Bench® system You have 90 days from the Date of Repair to submit the claim. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 Claim adjudication process; Payment file for approved claims sent to SAP Warranty credit issued to Distributor Approved claims submitted from Thursday through Wednesday will be paid on Friday. 25

Service. Bench® System Training Entitlement Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Entitlement — Confirming Warranty Coverage In order to confirm warranty coverage you will use Entitlement. 1. Whether you are confirming warranty or starting a new claim, ALWAYS start by clicking on the Entitlement link on the Service. Bench® Main Menu. 1 2 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 2. Click on the Check Mark to select UTC as the manufacturer. Note: Service. Bench® services different manufacturers and you may have access to other manufacturers. Clicking on the Check Mark brings you to the Entitlement Search page.

Entitlement — Confirming Warranty Coverage 3. Enter the unit Serial Number. 4. Click SEARCH ENTITLEMENT or hit “Enter”. 3 4 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Entitlement — Confirming Warranty Coverage 5 6 Warranty coverage is driven by Install Date and Application Type. Both an Installation Date and Application Type are required in order to obtain Entitlement on equipment that isn’t registered and doesn’t have an established Installation Date and Application Type. This will allow the system to provide a more accurate coverage. Entering the actual Install Date and Application Type returns Warranty Coverage detail that is most precise. If the Install Date is not known, then we suggest using what is listed on the Warranty Certificate, as a rule of thumb. “If the date of original purchase cannot be verified, then the warranty period begins ninety (90) days from the date of product manufacture (as indicated by the model and serial number). ” The summary section will display the manufacture date and ship date of the unit, allowing you to quickly estimate an installation date. 5. Click OK. 6. Enter the Install Date and select the Application Type. 7. Click the SEARCH ENTITLEMENT button. 7 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Entitlement — Confirming Warranty Coverage 10 8. Warranty Information is now provided. 9. Homeowner information would be found here if the unit is registered or if a claim has already been submitted on the serial number. 10. You should review Product History to prevent entering a “duplicate” claim. 11. All claim submittals should be started from the Entitlement Search screen by clicking the START NEW CLAIM button. 9 8 11 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Service. Bench® System Training Product History—Warranty Claims on a Serial Number Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Product History – Warranty Claims on a Serial Number 1 1. From the ENTITLEMENT SEARCH screen, click on the Product History hyperlink. 2. CLAIM HISTORY lists any claims that have been filed against the unit in question along with select claim information. 3. SERVICE HISTORY contains additional claim detail including part numbers and a description of the service. 4. You can click the “eye” icon to open up the claim and view the complete claim. 4 2 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Service. Bench® System Training Warranty Types Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Warranty Types Standard Warranty Preauthorization Service Parts Bulletin Unit Exchange No Hassle Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 • Standard Warranty – parts only coverage defined by the terms and conditions in the warranty certificate. • Preauthorization - parts and or labor concession approved by TSM. • Service Parts – a part that is sold over-the-counter (not provided under warranty) comes with a 12 month service part warranty. • Bulletin – specific coverage defined in Service Bulletin to address known issue. • Unit Exchange – complete unit replacement; requires TSM approval or may be permitted by an Operating Letter or Bulletin. • No Hassle - special program that provides for a complete unit replacement and labor allowance for critical component failure.

Service. Bench® System Training Warranty Claiming Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

High Level Warranty Claim Process • You have 90 days from the Date of Repair to submit the claim into Service. Bench®. • A payment cycle runs each week. • Approved claims submitted Thursday through Wednesday are processed on Wednesday night. Credit for these claims is issued to the distributor on Friday morning. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Creating a New Claim 1 1. Hover the CLAIMS tab. 2. Click on the Entitlement hyperlink. 3. Enter the Serial Number. 2 4. Hit “Enter or click on the SEARCH ENTITLEMENT button. 3 4 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Creating a New Claim 5. If the unit has not been registered, you will need to enter the Installation Date and Application Type. 6. Verify that the warranty for the part in question is still active. 7. Click on the START NEW CLAIM button. 8. Enter the appropriate Service Provider ID or Account Number. (If your dealers are set up in the system you will use their ID or account. If your dealers are not set up, you will use your company’s ID or account. ) 5 9. Click SELECT SERVICE PROVIDER. 6 8 7 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 9

Standard Claiming 10. If your dealers are not set up, you will need to manually enter the service dealer’s information (if your dealers are set up, this information will be populated based on their account number) 11. The Model Number* and Serial Number carry over from the ENTITLEMENT SEARCH Screen 12. Select the Warranty Type* (we will use Standard Warranty in this example) 10 11 13. Enter the equipment Installation Date* 12 13 14 15 16 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 14. Complete the CUSTOMER INFORMATION* section 15. Select the Application Type* and indicate whether this is the Original Equipment Owner* 16. Enter the Fail Date* and the Repair Date* ** If the equipment has been registered or a claim has been processed previously, many of these fields will be already populated**

Standard Claiming 17. Complete a part line for each part being claimed for the repair. a) Only one part should be marked as the “Causal Part”. The Causal Part is the part that most likely caused the failure. b) “Failed/Replaced Part Serial Number” only needs to be completed if you are claiming a compressor. Otherwise, leave it blank. c) “Failed Part Install Date” should be left blank on Standard Warranty claims. It should only be completed when claiming Service Parts (more on this later). d) Use the magnifying glass to search for the proper Replaced Part Number. e) Leave Unit Price as it is. After completing the parts section, click SAVE at the bottom of the claim Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Standard Claiming 18. After you SAVE, you will see any claim errors that need to be addressed at the top of the claim screen 18 19. The Component Code will auto-populate based on the selection of the Causal Part 20. Provide a complete Diagnosis by answering the 3 questions 19 20 21. Select the appropriate Defect Code 22. You may enter a comment on the claim if there is any additional detail or explanation to provide 21 23 22 24 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 23. Do not enter anything in this section — it is not used for standard claims 24. Before you click SUBMIT: • click the SAVE button one last time — if there any claim errors at the top of the claim screen, you will need to address them before • after you have reviewed the claim and addressed any errors, you can click SUBMIT

Bulletin Claim 1. Select Bulletin as Warranty Type; review bulletin claiming instructions if applicable 2. Enter the applicable Bulletin Number Note: Specific claiming instructions will be provided on the Bulletin depending upon the issue; be sure to only claim what is covered according to the service bulletin. 1 2 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claim Submittal 1. Claim number, status, amount, etc. 2. Reason for review. 1 2 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claim Submittal 3. Claim reimbursement categories (found at the bottom of the claim screen). 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claim Submittal 4 5 4. Claim status = Rejected 5. Reason for Rejection Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Warranty Claim Status PAID APPROVED REQUIRES REVIEW REJECTED CORRECTED SAVED CLOSED Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 • PAID — Claim has been approved and reimbursement has been made to the distributor. • APPROVED — Claim has been approved and waiting to be processed through the weekly payment cycle; (typical payment cycle = claims approved Thurs thru Wed are paid on Friday). • REQUIRES REVIEW — Claim has been sent to either the distributor or ICP for review and disposition. • REJECTED — Claim did not meet all of the system (policy) validations or lacked required information. • CORRECTED — Rejected claim has been resubmitted on a different claim number. • SAVED — Claim has been initiated by dealer or distributor but has not been submitted. • CLOSED — Claim remained in a SAVED status for more than 120 days; system automatically closed the claim.

Checking Claim Status Claim Review - is used for locating and managing claims. You can insert up to 5 claim numbers (separated by a semicolon [; ]) for a basic search. You can search for all claims based on entered criteria, not just those in review status. Claims can be located by using either the serial number, claim number, or reference number. In this example, the search was based on the claim number. 1 • Click on Claim Review link Under QUICK LINKS on the home page dashboard. OR OR 2 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 2. Hover the CLAIMS tab, and click on the Claim Review hyperlink.

Checking Claim Status 3. Search by Serial Number (one at a time). 3 4. Search by Claim Number (up to 5 at a time, separated by semicolon). 4 5. Search by Reference Number (up to 5 at a time, separated by semicolon). 5 6 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 6. Click SEARCH.

Checking Claim Status From the Search Results, you can view a specific claim by clicking the eye icon. If a pencil icon displays you can access and edit the claim. 7. View the claim by clicking on the “Eyeball”. 7 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claims in Saved Status 1 1. To view Saved claims, click on the Claim Hotlist link under the QUICK LINKS section of the SERVICEBENCH MAIN MENU, or hover on the CLAIMS tab and select the Claim Hotlist link Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claims in Saved Status 2 2. If you know the Account Number, Name, etc. , you can enter it in the appropriate field(s) and SEARCH. Otherwise, hit SEARCH to select the appropriate Account from your company’s SERVICE PROVIDER listing. 3. Click on the check mark next to the appropriate Account. 3 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claims in Saved Status 2. xxxxxxx 4 4. Click pencil icon to open claim for completion Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Manufacturer Claim Review Claims may come to ICP review but it doesn’t necessarily mean your claim is going to be rejected. Claims may be reviewed for a number of reasons: • Quality Directed • Repeat repairs on a serial number (multiple claims within a specified time period) • Excessive repairs on a serial number (more than X number of claims) • Multiple failures on a specific part • Repeat repair by a different servicer • Program / Policy Directed • Bulletin requirements • No Hassle Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019 • Financial Control Directed • Shelf Life • Total claim amount greater than allowed maximum • Use of competitive parts • Service parts on competitive equipment • Labor only • Data Driven • Missing costs • Incorrect / invalid part usage • Failure date to repair date threshold exceeded

Attaching Documents to Claims Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Attaching Documents to Claims 1 1. Click Manage Attachments link at the top of the claim form. 2. Click Choose File button (or CREATE NEW button if your screen already shows attachments). 2 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Attaching Documents to Claims 3 3. Select your document. 4. Click Open. 4 5. You should see your file name here. 6. Click SAVE. 5 6 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Attaching Documents to Claims 7 7. Confirmation that document has been attached; note you can view the attachment by clicking the paperclip icon, or you can delete the attachment by clicking the “X”. 8 8. Click on the Edit Claim link. 9. The attachment will be a link at the bottom of the claim. 9 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Best Practices Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claiming Tips and Best Practices • Make sure required claim information is complete and accurate • Use the entitlement screen to start the claiming process • Claims should be submitted within 90 days of repair date to avoid rejection • Add claim comments to communicate relevant information or unusual circumstances • Utilize the product history page to confirm claim activity associated with a model / serial number • Use the magnifying glass search tool to confirm model and part numbers. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claiming Tips and Best Practices • If Repair Date is more than 90 days greater than Failed Date entered on claim, please provide detail in the Description explaining the cause for delay in making repairs • Provide a complete description of service performed in the space provided • Poor example – “broke, fixed it” • Better example – “Prop fan out of balance, hub seized to motor shaft” • Best example — review image Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Claiming Tips and Best Practices • Do not enter a failed part install date (on the part item line) unless required. The only time a failed part install date is required is when the warranty type is Service Parts • For Compressor failures, both the failed and replacement compressor serial numbers are required to complete the claim. • Be sure to watch out for Compressor Serial Syntax errors; contact us for help when needed. Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Contact and Support Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019

Contact and Support Claim questions / Help wcissues@icpusa. com ICP Support Line 1 -866 -989 -2524 Images are for illustration purposes only; model number(s), serial number(s) may not be applicable to your business. Service. Bench® and the Service. Bench logo are registered trademarks of Asurion, LLC. Presentation and training material developed by the Warranty Process Team_Oct. 2019