Documentation

Claims Management

Manage, search, and file claims on behalf of your customers.

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Interacting with the Claims List

You can use the Merchant Portal to search, filter, and sort on all the claims filed by your customers to date.

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This feature may need to be enabled by your GSM

If the Claims & Returns tab in your Merchant Portal is not visible, the feature may not be enabled for your store. Please contact your Growth Strategy Manager.

You can use the search bar at the top of the Claim List View to search claims by Customer Email, Contract ID, or Claim ID.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims & Returns
  3. Select the parameter you want to search by using the search dropdown (Customer Email by default)
  4. Click the Search button
  5. The claims will be filtered based on your search criteria

Sorting by Date Reported

You can sort the list of claims by Date Reported (default descending).

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Click on your column title DATE REPORTED to switch between ascending/descending order

Applying Filters

You can apply filters on the Claim List View to narrow your list down to a specific claim or group of claims. You can select multiple filter values and/or multiple filter types at once as needed.

The default view for your Claim List View will have no filters applied. The following filter options are supported.

Claim Status Filter

Filter based on claim status. The available values are “Approved”, “Denied”, “Fulfilled”, and “In Review”.

Date Range Filters

Filter claims by various date range options. The available date range filters are:

  • Claim Reported Date
  • Claim Updated Date

Claim Type

Filter claims by type: Product Protection or Shipping Protection. By default, your Claim List View will show both Product Protection and Shipping Protection claims.


View Claim Details

You can use the Merchant Portal to drill into any of your customers' claims and view information about the customer, product failure, status and more.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Search or filter to find a specific claim
  4. Click anywhere on the claim record to view the details

Product Protection Claim Details

Shipping Protection Claim Details

Claim Status Definitions

Every claim has a specific set of fields describing the details and status of the claim. You can view the status definitions within the Merchant Portal by clicking the information icon beside the Status fields.

StatusDefinition
ApprovedThe customer’s reported issue is covered. The claim will be processed. Customer will receive reimbursement/compensation, or their product will be repaired/replaced.
In ReviewA coverage determination has not yet been made. Extend is evaluating if the customer’s reported issue will be covered.
DeniedThe customer’s reported issue is not eligible for coverage based on the contract’s limit of liability.
PendingDefective product is pending shipment by the customer to the servicer, or additional information has been requested from the customer.
FulfilledCustomer has received reimbursement/compensation, or their product has been repaired/replaced.
ClosedThe claim has been closed. Fulfillment or further action is not required.

Service Order Status Definitions

Service Orders are always associated to Claims. Service Orders follow different lifecycles depending on the Service Type. Extend supports the following service types and statuses.

Replacement

StatusDefinition
CreatedService Order has been created.
AcceptedService Order has been accepted by the Servicer and is under review.
Replacement ApprovedReplacement has been approved; fulfillment is in progress.
PendingAwaiting product shipment or additional information from customer.
Replacement ShippedReplacement product has been shipped to the customer.
Payment RequestedPayment has been requested; expenses are under review by Extend.
Payment ApprovedExtend has reviewed and approved expenses for payment.
PaidService Order expenses have been paid / reimbursed by Extend.
ClosedService Order has been closed. No further action is required.

Onsite Repair

StatusDefinition
CreatedService Order has been created.
AssignedService Order has been assigned to a Servicer and is awaiting acceptance into the scheduling queue.
AcceptedThe Service Order has been accepted by the Servicer and repair scheduling is now in progress.
Repair CompleteRepair is complete.
Payment RequestedPayment has been requested; expenses are under review by Extend.
Payment ApprovedExtend has reviewed and approved expenses for payment.
PaidService Order expenses have been paid / reimbursed by Extend.
ClosedService Order has been closed. No further action is required.

Depot Repair

StatusDefinition
CreatedService Order has been created.
AssignedService Order has been assigned to a Servicer and is awaiting acceptance into the repair backlog.
AcceptedService Order has been accepted into the repair backlog and receipt of defective product is pending.
Defective Product ShippedCustomer has shipped product to Servicer for repair.
Repair StartedServicer has received product and repair is in process.
Repaired Product ShippedRepair is complete. Repaired product has been shipped back to customer.
Payment RequestedPayment has been requested; expenses are under review by Extend.
Payment ApprovedExtend has reviewed and approved expenses for payment.
PaidService Order expenses have been paid / reimbursed by Extend.
ClosedService Order has been closed. No further action is required.

File a Claim

You can use the Merchant Portal to file a claim against a product and/or shipping protection contract on behalf of your customer.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Click the File a Claim button
  1. Search for the contract that you want to file a claim against
  1. Click on the desired contract in the search results
  1. Answer the adjudication questions based on the information provided by the customer. The adjudication flow will differ depending on contract type, plan type, and product category.

At the end of the flow, the customer's claim will either be approved or be put into a queue to be reviewed by Extend.


If you are a merchant servicer and would like to learn how to manage service orders, please continue on and review the following page: Service Order Management

Export Claims List to CSV

To export claims, please leverage the Full Data Export tool on the Analytics tab in the Merchant Portal

Updated 2 months ago

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