Guardsman Claims Process

• Authorizations / approvals: call the phone number listed on your Service Invoice. Record the name of the person you talk to, and record all amounts given that were approved or declined.
• Autho submissions (Guinco internal inbox): Autho@guinco.com — subject line “Warrentech 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.
• Declines: refer the customer to Warrentech / Guardsman Customer Service and complete the PVR as normal.

CSR note: all service requests must come from an Email/Fax where the customer has made contact with the 3rd-party warranty for a service request. Recalls (under 90 days — 01 or higher at end of RO#) must come from Service Power.

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

Key summary

**Problem Not Found; Customer Instruct; Use and Care Not Covered.

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

Process

• All service requests must come from an Email/Fax, where the customer has made contact with the 3rd-party warranty for a service request.
• Customer has been contacted to verify all information. Note the customer needs to refer to their Terms and Conditions to avoid any possible charges for non-covered items.
• Appliance has been diagnosed — refer to the COD/Warr Price Guide to form an estimate. Note any Manufacturer’s Warranty, Recall, Authorizations, S or R Code has priority over 3rd-Party Coverage.
• If over the Authorization Limit, you must call for Authorization to the phone number listed on your Service Invoice. Record the name of the person you talk to, and record all amounts given/approved.
• Note: Guinco only uses our parts and parts distributors due to quality control and part warranties.

Reduced / second-man pricing

Procedure — parts on hand, unit repaired

• If over the Authorization Limit, you must call for Authorization to the phone number listed on your Service Invoice. Record the name of the person you talk to, and record all amounts given that were approved/declined.
• Must specify that you have the parts and the unit is repaired when calling in for autho — or they will refer you back to the portal and you will not be able to repair that day!
• Note that Guinco uses our own part(s) thru our parts ordering system at the agreed mark-up of Guinco cost as listed. Decline any estimate offered for part(s) that do not match our estimate; decline any offer of part(s) being provided/sent by the 3rd-Party Warranty to Guinco or the customer.
• If the estimate is approved, proceed as Normal Guinco Process.
• If declined, thank the Autho Rep and refer the customer to Warrentech Customer Service and complete the PVR as normal.
• If you have installed part(s) and find you need more part(s), you must call Authorizations again to approve prior to proceeding.

Reduced / second-man pricing

Procedure — parts must be ordered

• 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 that includes Mark Up, and the Warrentech 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, making sure the customer is aware of that date.
• Email Autho@guinco.com with a subject line: Warrentech 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 receive(s) all part(s) sooner, our office will reach out to you.”

• All service requests must come from Service Power, where the customer has made contact with the 3rd-party warranty for a service request.
• Non-covered repair questions: contact Authorizations at the phone number listed on your Service Invoice.
• Call Whirlpool Techline to start documentation if the repair is not a simple issue overlooked. Record the name of the person you talk to.
• Once the appliance has been diagnosed, refer to the COD/Warr Price Guide to form the estimate. Labor is case-by-case depending on the problem found. Any Manufacturer’s Warranty, Recall, Authorization, S or R Code has priority over 3rd-party coverage — note these in your PVR if they apply.
• Autho: call for Authorization to the number on your Service Invoice. Record the name of the person and all amounts approved or declined.
• Guinco uses our own part(s) through our parts ordering system. Decline any offer of part(s) being provided by the 3rd-party warranty to Guinco or the customer.
• If approved, proceed as the normal Guinco process — order part(s) and reschedule while in the home. If part(s) are Factory Order or show “0” in stock, schedule a minimum of 10 business days out; make sure the customer is aware of that date.
• If declined, refer the customer to Guardsman Customer Service and complete the PVR as normal.
• If you install part(s) and find you need more, call Authorizations again to approve before proceeding.