Claims
COD, warranty, and 3rd party warranty claim procedures.
Sections
COD
Cash On Delivery — collecting and closing out COD invoices.
GE
GE claim procedures.
DSH
DSH claim procedures, including the Hopkins process.
WP (Whirlpool)
Whirlpool claims — standard and extended warranty paths.
Guardsman
Guardsman claim procedures.
Electrolux
Electrolux claim procedures.
3rd Party Warranty
Third-party administrator (TPA) warranty claims — AIG, Assurant, Lowe's, New Leaf, and vendor-status pages. Flat children carry a "Vendor — " title prefix.
TRC
The Repair Club claim procedures.
Articles
AIG and AIG Company Guidelines
For AIG: cannot change customer or appliance info. For AIG Company (AIG Co): can update customer info only, cannot change appliance info. If an address is wrong, customer must call AIG to update; payment cannot process until info is corrected.
Approved Non-Residential Use
An appliance must be marked Approved Non-Residential to be covered in a business setting. If it is not approved, warranty may be reduced or denied. Always verify in entitlement.
AS-IS and Blemished Unit Warranty
AS-IS (Class B) units carry functional warranty only; cosmetic damage is not covered. Store Stock Sold AS-IS gets functional warranty from AGD only, with no cosmetic or missing parts coverage.
Builder / Contractor
Builder/Contractor Service procedures for builder and contractor warranty work. Contact the appropriate builder/contractor representative for authorization before proceeding.
Builders Warranty and I&I (Install & Instruct) Policy
Manufacturer warranty does NOT restart at home closing - it begins from the original entitlement date. I&I is only valid for 180 days from the registered date in entitlement and is for one-time goodwill issues like setup and operational guidance.
Commercial vs Commercial-Like Products and Warranty
Commercial appliances (Whirlpool models starting with C) are designed for revenue-generating businesses and carry a different warranty. Commercial-grade appliances look similar but carry residential warranties and are not intended for commercial settings.
Cosmetic Dispatch Rules
In-warranty cosmetic issues MUST have a dispatch before scheduling. Out-of-warranty cosmetic issues do NOT require a dispatch.
Cosmetic Issues - Keywords and Definition
A cosmetic issue affects appearance only and does not impact functionality. Keywords like broken, damaged, cracked, dented, bent, scratched, and chipped route to cosmetic. Grey-area words include torn, ripped, shredded, cut, and cracked grates.
Cosmetic Service - Required Documentation
All cosmetic calls require photos (close-up and full appliance), a specific description of damaged parts, model and serial number, and proof of purchase where applicable. Add all details to Issue Description and Job History.
Extended Warranties We DO NOT Service
We do NOT service Ed Kellum/Star Power, NFM, Lowe's EPP (in-home), Best Buy, Texas Appliance, Assurant Group, Puls, Costco, Allstate Protection Plans, or Home Depot. Refer the customer back to their warranty provider.
Extended Warranty / 3rd Party Overview
Dispatch MUST be sent BEFORE service for extended warranty or 3rd party claims. We do NOT set up these claims - the customer must contact their extended warranty company first, even if we just left.
Guardsman (formerly Warrentech)
Guardsman (formerly Warrentech) is one of the extended warranties we service. Dispatch must be sent before service; we do not set up these claims.
Home Builder Warranty (ELW)
Standard builder warranty is typically 24 months total (1-year manufacturer + 1-year builder). Examples include Pulte, MHI, Huntington, and Highland Homes. If a builder is not listed in ELW, treat as no ELW.
Homeowner Warranty
Homeowner Warranty Service procedures for homeowner warranty claims. KEY SUMMARY Follow standard third-party warranty procedures. Verify contract coverage before proceeding. **SDM Email Receipt to customer requires to Hide All Amounts
In-Warranty Cosmetic Guidelines
Customer has 30 days from Date of Purchase (DOP) to report cosmetic issues. If under 6 months AGD, no receipt needed; if over 6 months AGD, receipt is required up front and must include model or serial number.
JennAir Warranty Coverage
JennAir standard warranty is up to 24 months, with ice machines typically at 36 months. Not all units qualify, so always verify in entitlement. Business use requires non-residential approval.
KitchenAid and Whirlpool Ice Machine Warranty
KitchenAid ice machines cover up to 36 months; Whirlpool ice machines cover 1 year only. Business use requires Non-Residential approval or coverage may be reduced or denied.
Light Commercial or Residential-Like Use
Effective 9/30/16, certain appliances sold through specific ACDs, ACDRs, and ARDs are eligible for light commercial or residential-like use under Whirlpool's current warranty. This does not apply to revenue-generating applications.
Manufacturer Warranty Overview
Manufacturer warranty types — Homeowner, Builder/Contractor, Retailer/Dealer, Rental, One Stop.
Manufacturer Warranty Overview
Most appliances include a 1-year manufacturer warranty from Date of Purchase (DOP). Always verify warranty status using entitlement search or serial number before dispatching service.
Meritage Homes (MTH) Warranty
Meritage Homes (MTH) does NOT offer an extended builder warranty. Treat as no ELW.
Model Homes - Warranty Verification
If the customer is the first homeowner of a model home and the appliance came with the home, only the closing document (signature page) is required to verify warranty. No additional receipt needed.
One Stop (S40091)
One Stop One Stop service warranty procedures. Follow standard authorization procedures. Contact dispatch for service requests.
Out of Warranty Cosmetic (Refrigerator Doors, etc.)
For out-of-warranty cosmetic orders (e.g., refrigerator doors), advise the customer of cost upfront, collect a credit card before scheduling, provide an estimate with photos, and note that orders are non-cancelable and non-refundable.
Receipts We Cannot Accept
We cannot accept handwritten receipts or documents that show Total Billed instead of Total Paid. The receipt must clearly show Total Paid and include the model number.
Rental Type Center
Rental Type Center Service procedures for rental center warranty work (Rent-A-Center, etc.). Follow standard rent-to-own authorization procedures.
Rental Warranty (Aaron's, Rent-A-Center, Bestway)
For rental appliances from Aaron's, Bestway, Rent-A-Center, etc., use AGD only to determine warranty. Do NOT add DOP.
Service Setup Rules - First and Repeat Visits
First Visit: if Install & Instruct (I&I) is suspected, dispatch must go through the manufacturer. Repeat Visits: within 90-day recall, schedule directly; outside that window, schedule normally.
Store Stock and New Unit Warranty
New, unused units receive a full 1-year functional warranty and 30-day cosmetic coverage, based on delivery date or AGD if store stock. No handwritten receipts accepted.
Store Stock / No Homeowner Warranty
Warranty does not start until the customer owns the product. Dealers get a one-year stock warranty; builders buying from a dealer do NOT receive a one-year warranty. Once the customer owns the product, their one-year warranty begins.
Valid Documents for Warranty Verification
Acceptable warranty verification docs include receipts with model number and total paid, and closing documents (signature page only) for new homes or model homes.
When to Add a VF (Verification) During Job Sale
A VF confirms key warranty details with the customer before dispatching service. Add a VF if AGD is over 2 years, registered DOP is over 1 year, Whirlpool notes show a date over 1 year, or the appliance is in a business location.
When We Need a Receipt
A receipt is automatically required when AGD is over 2 years, registered DOP is over 1 year, or the date in Whirlpool notes is over 1 year.
Whirlpool 3rd Party (Any job with WP3 in paying party field)
Whirlpool 3rd party dispatches cover Rent-A-Center, Assurion, New Leaf, and D&G. These arrive as WP 3RD PARTY JobRecords with dispatch numbers starting SWPR.
Whirlpool Warranty Dispatch Example
Whirlpool warranty jobs arrive as a JobRecord with the Whirlpool Corporation header (2000 M-63 N, MD 9004, Benton Harbor, MI 49022) and a Dispatch number starting with SWP.
