AIG Company

• Authorizations / approvals: call the number listed on your Service Invoice.
• Warranty & claim lookup / portal: www.ServiceMatters.com
• ServiceBench contract #: 238192381
• Service-request intake: comes from Service Bench Dispatch or Email, where the customer has made contact with the 3rd party warranty for a service request.
• Autho submissions (Guinco internal inbox): Autho@guinco.com — subject line “AIG Company 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.

Key summary

• Parts: No Tax · No S/H Fee · No Mark-up
• Labor: No Tax
• Autho: Yes if over $400 parts and/or extra labor and/or second man

**SDM Email Receipt to customer requires to Hide All Amounts.

Process

• All service requests come from Service Bench Dispatch or Email, where the customer has made contact with the 3rd party warranty for a service request.
• Note the customer needs to refer to their Terms and Conditions to avoid any possible charges for non-covered items. If you have questions about non-covered repairs, contact Authorizations with the phone number listed on your Service Invoice.
• Verify Manufacturer’s Warranty, Recall, Authorizations — an S or R Code has priority over 3rd Party Coverage; note these within your PVR if they apply. www.ServiceMatters.com
• Appliance has been diagnosed — refer to the COD/Warr Price Guide to form estimate.

New Service Request — Under $400 Autho Limit

• Proceed with the repair to complete and/or order part(s), scheduling the customer while in the home for the return date based on availability, making sure the customer is aware of that date. Document all estimates in your PVR and submit as normal.
• If the part(s) has to be ordered, use the link for Parts Availability Lead Time: Parts Availability Lead Time.
• If you have installed part(s) and find you need more part(s), and you have now exceeded the Authorization Limit, you must follow the steps for “Yes” (over-autho).

New Service Request — Over $400 Parts Autho Limit (HAVE PARTS).

**SDM Email Receipt to customer requires to Hide All Amounts.

• Contact the Authorization line for approval. Provide the part(s) needed at Guinco Cost, then pending their authorization to proceed. You must record the name of the person you talk to, and record all amounts given that were Approved or Declined.
• If the estimate is approved, proceed as normal Guinco process by ordering part(s) and rescheduling the customer while in the home for the return date based on availability. If part(s) are Factory Order, or show “0” in stock, you must schedule for a minimum of 10 business days out from that present day, making sure the customer is aware of that date.
• If the part(s) cost is declined, document the person and all amounts given and complete your PVR. The customer can contact AIG Company with any further questions.
• Note that Guinco uses our own part(s) thru our part ordering system. Decline any offer of part(s) being provided by the 3rd Party Warranty to Guinco or the Customer.
• If you have installed part(s) and find you need more part(s), you must call Authorizations again to approve prior to proceeding.

Second Man / Additional Labor Request

• Email Autho@guinco.com with a subject line: AIG Company Approval Needed Invoice xxxxx. Be sure to include the second man in the body of the email along with an attention note for the invoice.
• You must have an accurate and detailed report of the diagnostics done, the problem found, and the receipt page must include: Quantity, Part Number(s), Description, Guinco Cost, and AIG Labor Code for the repair needed (unless it’s a recall).
• LABOR AUTHO / 2nd Man: all large-job additional labor and/or 2nd man requests must be emailed to Autho@guinco.com.

New Service Request — Over $400 Parts Autho Limit (NO PARTS).

**SDM Email Receipt to customer requires to Hide All Amounts.

• You must have an accurate and detailed report of the diagnostics done, the problem found, and the receipt page must include: Quantity, Part Number(s), Description, and Guinco Cost.
• Order all the part(s) needed regardless of the availability, and must schedule for a minimum of 10 business days out from that day, making sure the customer is aware of that date.
• Email Autho@guinco.com with a subject line: AIG Company Approval Needed Invoice xxxxx; if a call count and/or 2nd man is needed, include that info in the body of the email 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.”

Second Man / Additional Labor Request

• Email Autho@guinco.com with a subject line: AIG Company Approval Needed Invoice xxxxx. Be sure to include the second man in the body of the email along with an attention note for the invoice.
• You must have an accurate and detailed report of the diagnostics done, the problem found, and the receipt page must include: Quantity, Part Number(s), Description, Guinco Cost, and AIG Labor Code for the repair needed (unless it’s a recall).
• LABOR AUTHO / 2nd Man: all large-job additional labor and/or 2nd man requests must be emailed to Autho@guinco.com.