AIG

• Authorizations / approvals: call the number on the Service Invoice.
• Warranty & claim lookup / portal: www.ServiceMatters.com
• Parts availability lead time: lead-time doc
• Autho submissions (Guinco internal inbox): Autho@guinco.com — subject line “AIG Approval Needed Invoice xxxxx”.

CSR note: the customer must set the appointment directly with AIG — we cannot set the appointment for them.

Use these codes only for Authorization Pricing — Not Paid By Customer.

• AIG — Single Call — $175.00
• AIG — Transmission (Gear Case / Tub) — $285.00
• AIGS — Sealed System — $350.00
• AIG2M — 2nd Man Request — $87.50

Key summary

• Parts: Yes Tax · No S/H Fee · Mark-up Guinco Cost + 15%
• Labor: Yes Tax
• Autho: Yes if over $250 parts and/or extra labor

Process

• All service requests come from Service Power Dispatch or email, where the customer has contacted the 3rd-party warranty for a service request.
• Customer to refer to their Terms & Conditions to avoid possible charges for non-covered items. Questions about non-covered repairs: contact Authorizations at the number on the Service Invoice.
• Verify Manufacturer Warranty, Recall, Authorizations, S or R Code — these have priority over 3rd-party coverage; note them in your PVR if they apply.
• Once the appliance is diagnosed, refer to the COD/Warr Price Guide to form the estimate.

Under the $250 autho limit: proceed with the repair and/or order part(s), scheduling the customer while in the home based on availability (make sure they know the date). Document all estimates in your PVR and submit as normal. If part(s) must be ordered, use the Parts Availability Lead Time link on the Contact card. If you exceed the limit mid-repair, follow the Over Autho steps below.

Over-limit / second-man pricing

• AIG — Single Call — $124.00
• AIGS — Sealed System — $235.00
• AIG2M — 2nd Man Request — $50.00

• Contact the Authorization line for approval. State that you are in the home and have the part(s) to repair and complete the service request, pending their authorization to proceed. Record the name of the person you talk to, and record all amounts Approved or Declined.
• If the estimate is approved, proceed as the normal Guinco process.
• If you have installed part(s) and find you need more, call Authorizations again to approve before proceeding.
• Guinco uses our own part(s) through our part-ordering system. Decline any offer of part(s) being provided by the 3rd-party warranty to Guinco or the customer.
• If they insist on emailing or submitting electronically for part(s) authorization, politely remind them the part(s) are in hand and the repair can be completed pending phone approval — submitting electronically will require you to leave and reschedule, and labor estimates will need adjusting for a return trip. Contact a Guinco manager if not approved, and follow the steps for part(s) not on the truck.
• If part(s) cost is declined, document the person and all amounts given and complete your PVR. The customer can contact AIG with any further questions.
• LABOR AUTHO: most large-job additional-labor requests must be submitted electronically due to the Flat Rate Agreement and may not be approved — this will require a rescheduled trip.

Over-limit / second-man pricing

• AIG — Single Call — $124.00
• AIGS — Sealed System — $235.00
• AIG2M — 2nd Man Request — $50.00

• You must have an accurate and detailed report of the diagnostics done, the problem found, and the estimated repair time upon return.
• The receipt page must include: Quantity, Part Number(s), Description, and Cost (including mark-up), and the AIG Labor Code for the repair needed (unless it’s a recall).
• Order all the part(s) needed regardless of availability, and schedule for a minimum of 10 business days out from that day — make sure the customer is aware of that date.
• Email Autho@guinco.com with subject line “AIG Approval Needed Invoice xxxxx”. If a call count and/or 2nd man is needed, include that in the body along with an attention note for the invoice.
• Advise the customer: “Guinco has to submit for repair authorizations, so I would like to schedule you now pending their approval, which can take up to 10 business days. If Guinco gets approval and receives all part(s) sooner, our office will reach out to you.”