Managing Claims

Learn the complete workflow for managing warranty claims from submission to resolution.

Claim Lifecycle

1. Submission

Customer submits claim through:

• •Your claim portal
• •Email (if configured)
• •Manual entry by your team

2. Initial Review

When a new claim arrives:

• •AI performs initial analysis
• •Claim is assigned (manually or automatically)
• •Customer receives confirmation

3. Investigation

Review the claim:

• •Check order details
• •Review photos and documentation
• •Verify warranty coverage
• •Check customer history

4. Decision

Make a decision:

• •Approve the claim
• •Request more information
• •Deny with explanation

5. Resolution

Complete the claim:

• •Process refund or replacement
• •Update customer
• •Close the claim

Processing a Claim

Viewing Claim Details

Click a claim to see:

• •Customer information
• •Order details
• •Product information
• •Submitted photos
• •AI analysis
• •Communication history

Using AI Assistance

The AI provides:

• •Damage assessment
• •Fraud risk score
• •Resolution recommendation
• •Draft responses

Taking Action

Approve:

1. 1.Select resolution type (refund/replacement/credit)
2. 2.Enter amount or details
3. 3.Add any notes
4. 4.Click Approve

Request More Info:

1. 1.Select what you need
2. 2.Customize the message
3. 3.Click Send

Deny:

1. 1.Select denial reason
2. 2.Customize explanation
3. 3.Click Deny

Communicating with Customers

Internal Notes

Add notes visible only to your team:

• •Investigation findings
• •Escalation reasons
• •Follow-up reminders

Customer Messages

Send messages to customers:

• •Use templates or write custom
• •Attach files if needed
• •Track read receipts

Bulk Actions

Handle multiple claims at once:

1. 1.Select claims using checkboxes
2. 2.Choose action from toolbar
3. 3.Confirm the bulk action

Available bulk actions:

• •Assign to agent
• •Change status
• •Add tag
• •Export

Tips for Efficiency

1. 1.Use keyboard shortcuts - Process claims faster
2. 2.Set up automations - Handle routine cases automatically
3. 3.Use templates - Standardize responses
4. 4.Batch similar claims - Process together
5. 5.Regular review - Don't let claims age