Claims Management

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.

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

Onsite Repair

Depot Repair

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

4. Search for the contract that you want to file a claim against

5. Click on the desired contract in the search results

6. 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.

Self Service Claims Fulfillment

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Self Service Fulfillment

If you are a merchant who wants to service your own products and manage the claims fulfillment process, speak with your Merchant Success team. Self Service Claims Fulfillment must be enabled and configured by Extend. By default, all Claims are managed and fulfilled by Extend and our servicer network.

Owning claim fulfillment gives you the flexibility to replace products or components from your own inventory, or repair products with your own in-house (or contracted) expertise. After fulfilling your claims, you can submit expenses to Extend for reimbursement.

Resolve a Replacement Service Order

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 on the claim in the list view
5. Scroll down to the Service Order block
6. Click the Resolve Service Order button. This button appears if you are the assigned servicer and the service order is in accepted/approved status.

7. Place the order for the replacement product in your OMS/inventory system
8. Input the product replacement order details and customer shipping information
9. Click the Resolve button

This will automatically add an expense to the service order and trigger an email to the customer with their fulfillment details.

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Note

This is just one example of Extend's Self Service Claims Fulfillment capabilities. There are many different types of Service Order flows. Each flow differs based on the configurations of your warranty programs and the plan types mapped to your products.

Add Expenses and Submit for Reimbursement

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Expenses

Merchants can only add expenses incurred by themselves (the servicer). Only if the merchant is assigned as the Servicer on the Service Order will the Expense functionality be enabled.

If your program includes other expenses (i.e. shipping, taxes, etc.) you can add these expenses to the service order.

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 on the claim in the list view
5. Scroll down to the Expenses block
6. Click the Add Expense button

7. Fill out the Add Expense form and click the Add Expense button.

8. A success message will be displayed and an expense line item generated.

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Note

The Add Expenses functionality is only available after the Service Order has been Accepted and only for merchants who have been configured to service their own claims.

9. After all expenses have been added, click the Request Payment button
10. Confirm your request for payment by clicking the Request button

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Note

Payment can be requested only after the Claim has been Fulfilled. The Request Payment button will be disabled until all Service steps are complete. Once you request payment from Extend, you will no longer be able to add expenses or edit the service order.

Export Claims List to CSV

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Claims Export

Each user can export Claims data once every 24 hours. If a specific user in your Extend account attempts to export Claims more than once in 24 hours, they will not receive a Download Email and will be directed to find the previous email sent in the last 24 hours to download their data.

You can use the Merchant Portal to generate a CSV of all claims and all attributes of your claims.

1. Log into the Merchant Portal
2. On the left navigation bar, click on Claims
3. Click on Export Claims

You will see a message letting you know that your CSV export is currently being processed and that you will receive an email with a link to download as soon as it is ready. This should only take a few minutes.

4. Check your email (email is sent to user's email who initiated the export)
5. Within the email notification, click Log in to download and log in if you are not already logged in

6. After you've been redirected to the download page in the Merchant Portal, click Download CSV to download your Claims CSV file

You should see the CSV file downloading directly in your browser. Depending on the number of records being downloaded, this download can take some time to complete.

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Note

Your download link is valid for 3 days from the time you click Export Claims. After 3 days, your link will expire and you will need to initiate an export again.

The exported CSV can be used to perform external analysis of your contract sales. An example of CSV column fields are defined below.