Claims — All on One Page

AIG Guidelines

• Cannot change customer or appliance info.

AIG Company (AIG Co) Guidelines

• Can update customer info only.
• Cannot change appliance info.

Address Is Incorrect

• Customer must call AIG or AIG Co to update.
• We can keep the appointment scheduled.
• Warning: Advise the customer that payment cannot process until info is corrected.

Home Sale / Ownership Change

• Customer must contact the warranty company to transfer coverage.

How to Identify an AIG Company Dispatch

AIG COMPANY JobRecord shows the account header AIG COMPANY with address 650 MISSOURI AVE, JEFFERSONVILLE, IN 47130, and two support lines (example: 888-678-8808 Option 6 for Customer Service; 866-246-4073). Dispatch number begins with SWPH (example: SWPHIJKLMNOP-1). Contract number (Cntrct#) is included.

See Extended Warranty / 3rd Party Overview.

Non-Residential Use Rule

The appliance must be marked Approved Non-Residential to be covered in a business setting.

• If not approved, warranty may be reduced or denied.

How to Verify

Check the "Marked As" field in entitlement. It will show one of the following statuses:

• In Warranty / Blank - 1-year functional coverage applies.
• No Warranty - No manufacturer coverage. Extended Warranty may apply; verify additional coverage.

When the unit is in a business location, always add a VF. See When to Add a VF During Job Sale.

AS-IS (Class B) Units

• Functional warranty only.
• Cosmetic damage is NOT covered.

These units may have been:

• Display models
• Previously installed or used
• Repaired units

Store Stock Sold AS-IS

• Functional warranty from AGD only.
• No cosmetic or missing parts coverage.

Builder/Contractor

Service procedures for builder and contractor warranty work.

Contact the appropriate builder/contractor representative for authorization before proceeding.

Builder Warranty Clarification

• Appliance warranties do NOT restart when a homeowner closes on a newly built home.
• The manufacturer warranty begins based on the original entitlement date, or the closing date. We can't use a builder's receipt.
• The entitlement date is typically tied to the date the product was purchased or shipped to the builder (as shown in the manufacturer system).
• In some cases, we may reference the home closing date, but this does NOT reset or extend the manufacturer warranty beyond its original terms.
• Builder-provided coverage is separate and should not be confused with manufacturer warranty timelines.

I&I Coverage Window

• Install & Instruct (I&I) services are only valid for 180 days from the registered date in entitlement (either manufacturer's date, actual goods date, or registered date).
• I&I is designed to assist customers with one-time goodwill issues - for example, product usage, basic setup, and operational guidance.
• It is NOT a full one-year service and does not extend beyond the 180-day timeframe.
• Requests outside of 180 days should be handled as standard service (warranty or out-of-warranty, as applicable).

Key Reminders

• Always verify entitlement before advising the customer. Do not assume warranty coverage based on move-in or closing dates.
• If a customer is outside the 180-day window, I&I is no longer an option and normal service processes must be followed.

Commercial Warranty

These appliances are used in a commercial setting (commercial meaning the business is generating revenue). They are usually equipped with a different warranty due to the type of usage required.

• Commercial models for Whirlpool brands typically start with a "C" and have a different warranty applied.
• Example product tag: Product "VMW COMMERCIAL," Model CAE2795FQ1.
• Typical commercial warranty: Parts 12 months, Labor 12 months.

Commercial-Grade Warranty

A commercial-grade appliance has the capability to handle a similar usage amount as a commercial appliance, but is NOT made to be used in commercial settings. These appliances are identified by a typical model number without a "C" in front.

• A quick Google search will help identify if a unit is a 'commercial-grade' appliance.
• Example: Maytag "7.4 cu. ft. Commercial-Grade Residential Dryer," Model MEDP576KW - sold as a residential dryer with a commercial-grade feature set.

Note: If a commercial-grade unit is being used in a commercial setting and does not qualify under Light Commercial or Residential-Like Use, the unit may not have any warranty applied.

Dispatch Rules

• In Warranty Cosmetic - MUST have dispatch.
• Out of Warranty Cosmetic - NO dispatch required.

See In Warranty Cosmetic Guidelines and Out of Warranty Cosmetic.

What is a Cosmetic Issue?

A cosmetic issue affects the appearance only and does not impact functionality.

Examples

• Dents, scratches, scuffs
• Faded color
• Cracked or damaged handles

Keyword Triggers (Route to Cosmetic)

If the issue includes any of the following, treat as cosmetic:

Broken, damaged, cracked, dented, bent, scratched, missing, warped, chipped, scuffed, banged, shattered.

Grey Area (Use Judgment)

Torn, ripped, shredded, cut, cracked grates.

See In Warranty Cosmetic Guidelines and Out of Warranty Cosmetic.

Required Documentation (ALL Cosmetic Calls)

1. Photos

• Close-up of damage.
• Full appliance (few feet back).

2. Damaged Parts (Be Specific)

Examples:

• Top left grate
• Front right burner
• Left door handle

3. Model & Serial

• If not on file, obtain photo of the tag.

4. Proof of Purchase (If Needed)

• Receipt or closing document when applicable.

Documentation Standards

Add ALL details to:

• Issue Description
• Job History

Why This Matters

• Prevents callbacks
• Avoids delays
• Helps order correct parts
• Keeps triage aligned

Final Reminder

Always update the triage team with any new or missing information.

Extended Warranties We DO NOT Service

• Ed Kellum / Star Power
• Nebraska Furniture Mart (NFM)
• Lowe's (EPP - in-home)
• Best Buy
• Texas Appliance
• Assurant Group
• Puls
• Costco
• Allstate Protection Plans
• Home Depot

Refer the customer back to their warranty provider to have service set up. See Special Billing (ALT Q Accounts) for exceptions where specific CSRs may still handle an NFM caller.

Key Rule

• Dispatch MUST be sent BEFORE service.
• We DO NOT set up these claims.
• The customer must contact their extended warranty company first, even if we just left.

Warranties We Service

• Whirlpool 3rd Party (Rent-A-Center, Assurion, New Leaf, D&G)
• AIG
• AIG Company (AIG Co)
• Guardsman (formerly Warrentech)

Quick Reminders

• No dispatch = Do NOT proceed.
• Always verify warranty BEFORE scheduling.
• When in doubt, pause and confirm.

See AIG and AIG Company Guidelines, Extended Warranties We DO NOT Service, and DSH Warranty Process (Hopkins ALT Q).

Reference images (from CIT cheat sheet):

Guardsman (formerly Warrentech) is one of the extended warranties we service.

• Dispatch must be sent BEFORE service.
• We do NOT set up these claims - the customer must contact Guardsman first.

See Extended Warranty / 3rd Party Overview for overall handling rules.

Reference images (from CIT cheat sheet):

Standard Builders Warranty

Typically 24 months total:

• 1-year manufacturer + 1-year builder coverage.

Builder Examples

• Pulte
• MHI
• Huntington
• Highland Homes

Important Notes

• Meritage Homes (MTH): NO extended builder warranty. See Meritage Homes Warranty.
• If builder not listed in ELW: Treat as no ELW.

Apartments and RV (Special Cases)

• Some locations or RV plans may include ELW.
• Always verify in entitlement.

See also Builders Warranty and I&I Policy for timing and entitlement date rules.

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

General Rule

Customer has 30 days to report cosmetic issues from Date of Purchase (DOP).

1. Receipt Requirements

• Within 6 months of AGD - Receipt NOT required.
• Over 6 months of AGD - Receipt REQUIRED (must be collected upfront).
• Receipt must include model or serial number.

2. Property Type Rules

Standalone Purchases

• 30 days from purchase to report.
• Follow standard receipt rules above.

New Builds - NOT Closed

• 30 days from AGD.
• Less than or equal to 6 months AGD - No receipt needed.
• Over 6 months AGD - Builder / distributor delivery receipt required.
• Do NOT use delivery date as DOP.
• If "Contract" shows, 14-day limit from AGD.

New Builds - Closed

• 30 days from home closing date (first homeowner only).
• If AGD greater than 6 months - Closing documents required.

Unoccupied Apartments

• 30 days from AGD.
• Delivery receipt only used if no AGD available.
• Do NOT use delivery date as DOP.
• "Contract" = 14-day limit.

Occupied Apartments

• 30 days from first occupancy (first tenant only).
• If outside 30 days or contract - Delivery receipt required.
• Important: Warranty does NOT reset if the appliance moves units.

Important Rule

If no delivery document is available for a builder / unused unit, use AGD.

JennAir Standard Coverage

• Standard warranty: Up to 24 months.
• Ice machines: Typically 36 months.

Warning: Not all units qualify. Always verify in entitlement.

Business Use

• Appliance must be non-residential approved.

JennAir Parts & Labor (typical): Parts warranty 24 months, Labor warranty 3 months. Always confirm against entitlement before quoting.

Reference images (from CIT cheat sheet):

KitchenAid Ice Machines

• Coverage: Up to 36 months.
• If used in a business, the appliance must be approved for non-residential use.
• Otherwise, coverage may be reduced to 1 year.

Whirlpool Ice Machines

• Coverage: 1 year only.
• Business use: unit must be non-residential approved, or it is not covered.

See Approved Non-Residential Use for rules on verifying commercial setting eligibility.

Effective 9/30/16.

This applies to certain appliances for use in "Light" commercial or residential-like applications. "Light commercial" or "Residential Like" usage means units that are not directly being used for revenue generation.

Important

The warranty on Whirlpool products has not changed, but the warranty explicitly excludes all non-residential applications. Products sold through certain, specific Associate Contract Distributors (ACDs), Associate Contract Distributors/Retail (ACDRs), and Apartment Replacement Distributors (ARDs) will now be eligible for light commercial or residential-like usage under the current warranty.

Not Included

1. All residential laundry products. Businesses should purchase commercial laundry products when heavy commercial use is necessary. Commercial laundry models for WP start with a "C" and have 90 days labor only.
2. Products in restaurant kitchens, bakeries, catering businesses, and any other revenue-generating application. Installation issues, customer instruction, and misuse of the product are also excluded.

Examples of What Are NOT Included

• Nail salons
• Hair salons
• Spa / massage businesses
• Restaurants / bakeries
• Animal shelters / hospitals
• Funeral homes

Examples of What MAY BE Included in Light Commercial or Residential-Like

• Break rooms (e.g., corporate centers)
• Club houses
• Entertainment venues (e.g., stadium suites)
• Schools (e.g., Home Economics, break rooms)
• Churches
• Assisted living facilities
• Hospital waiting room / lounge type areas
• Activity / recreational centers
• Doctor offices
• Medical clinics
• Fire stations
• Dorm rooms
• Daycares

See Commercial vs Commercial-Like Products and Warranty.

Manufacturer Warranty

Who is the Customer?

Homeowner

Builder / Contractor

Retailer/Dealer

Rental Type Center

One Stop - S40091

WP3 Form

WP3 Warranty Form

Standard Warranty

Most appliances include a 1-year manufacturer warranty from Date of Purchase (DOP).

• Use entitlement search or serial number to verify warranty status and age.

Key Reminders

• Always check entitlement first.
• When in doubt, add a VF (Verification).
• Collect receipts before dispatch, not after.
• Warranty does NOT cover physical or accidental damage.
• Cosmetic coverage is 30 days only.

For brand-specific coverage details, see KitchenAid and Whirlpool Ice Machine Warranty, JennAir Warranty Coverage, and Approved Non-Residential Use.

Meritage Homes (MTH) does NOT have an extended builder warranty.

Treat Meritage properties as no ELW. Only the 1-year manufacturer warranty applies (if in effect).

See Home Builder Warranty (ELW) for builders that DO carry extended coverage.

Model Home Warranty Rule

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.

Key Reminder

• Applies only to the first homeowner.
• No additional receipt needed if the closing document is provided.

Reference images (from CIT cheat sheet):

One Stop

One Stop service warranty procedures.

Follow standard authorization procedures. Contact dispatch for service requests.

Refrigerator Doors (and similar cosmetic parts)

• Must advise customer of cost upfront.
• Credit card required before scheduling.
• Provide estimate with photos.
• Orders are non-cancelable and non-refundable.

Receipts We Cannot Accept

• Handwritten receipts.
• Receipts that show "Total Billed" rather than "Total Paid".
• Documents missing the model or serial number.

Why This Matters

The receipt must confirm the customer actually paid for the appliance. "Total Billed" can represent an outstanding invoice rather than a completed sale, which does not establish the Date of Purchase for warranty purposes.

See Valid Documents for Warranty Verification and When We Need a Receipt.

Reference images (from CIT cheat sheet):

Rental Type Center

Service procedures for rental center warranty work (Rent-A-Center, etc.).

Follow standard rent-to-own authorization procedures.

Applies To

Rental purchases from companies such as:

• Aaron's
• Bestway
• Rent-A-Center

Rules

• Use AGD only.
• Do NOT add DOP.

First Visit

If Install & Instruct (I&I) is suspected:

• Must go through the manufacturer for dispatch.

Otherwise, schedule normally.

Repeat Visits

• Within 90-day recall - schedule directly.
• Outside 90 days - schedule normally.

Important Notes

• Direct scheduling may NOT be documented with the manufacturer.
• If the customer has had multiple visits, recommend they contact the manufacturer.

See Builders Warranty and I&I Policy for the 180-day I&I coverage window.

Core Rule

The warranty does not start until the customer owns the product.

While in Stock

• Product follows AGD stock warranty rules.

Dealer-Owned Product

• If a dealer owns the product, it has a one-year stock warranty.

Builder Purchase from Dealer

• If a builder buys the product from a dealer, the builder does NOT receive a one-year warranty.

When the Customer Takes Ownership

• Once the customer takes ownership, the customer receives a one-year warranty.
• After the one-year stock warranty ends, there is no warranty coverage until the customer officially owns the product. Once ownership is confirmed, the customer warranty begins.

Entitlement Priority

If there is an AGD registered, that is what it will go off of for store stock and no-homeowner scenarios.

New, Unused Units

• Full 1-year functional warranty.
• 30-day cosmetic coverage.

Coverage is based on:

• Delivery date, OR
• AGD (if store stock)

Store Stock (Unsold Units)

• 1-year functional warranty from AGD.
• 30-day cosmetic and missing parts coverage.

Required Documents for Warranty

Must have ONE of the following:

• Receipt (must include model number).
• Closing documents (signature page only).

Not accepted: Handwritten receipts.

Key Reminders

• Always verify entitlement first.
• Cosmetic coverage is 30 days only.
• No coverage for physical or accidental damage.
• When unsure, pause and verify before scheduling.

See also Store Stock / No Homeowner Warranty for dealer and builder ownership rules.

Acceptable Documents

To verify warranty, we can accept:

• Receipt - must include the model number and show Total Paid (not Total Billed).
• Closing documents - signature page only, for new builds or model homes.
• Delivery receipt from builder or distributor (when AGD not available for new builds or apartments).

Example Receipt

A valid retail receipt looks like a Lowe's Order Summary showing Subtotal, Truck Delivery, Free Delivery, Tax, and Total Billed with a barcode. The document must clearly show the customer name, date, model number (or SKU), and the amount the customer paid.

See Receipts We Cannot Accept for disallowed documents.

What is a VF (Verification)?

A VF is required when we need to confirm key warranty details with the customer before dispatching service.

When to Add a VF

Add a VF if ANY of the following apply:

• Actual Goods Date (AGD) is greater than 2 years.
• Registered Date of Purchase is greater than 1 year.
• Date in Whirlpool notes is greater than 1 year.
• Appliance is located in a business (non-residential).

If NONE of the above apply, no VF is needed.

Quick Decision Flow

1. AGD over 2 years? YES - VF + Receipt required.
2. DOP or Whirlpool date over 1 year? YES - VF + Receipt required.
3. Business location? YES - VF required.
4. Specific appliance + AGD over 1 year? YES - Receipt required.

See When We Need a Receipt for receipt requirements and Receipts We Cannot Accept for excluded documents.

Automatic Receipt Required

A receipt is automatically required if ANY of the following apply:

• AGD greater than 2 years.
• Registered DOP greater than 1 year.
• Date in Whirlpool notes greater than 1 year.

Receipt Rules

• Receipt must include the model number.
• Receipt must show "Total Paid" (not "Total Billed").
• Handwritten receipts are not accepted.

See Receipts We Cannot Accept for a complete list of disallowed documents, and Valid Documents for Warranty Verification for examples of acceptable proof.

Whirlpool 3rd Party Accounts

The following 3rd party warranties route through Whirlpool and we do service them:

• The info that was formally here no longer is relevant. If the ticket has WP3 in the paying party, that is all you need to know. Whirlpool will handle the vendors we are servicing for through the WP3 network process.

How to Identify

A Whirlpool 3rd party job in ServiceDesk JobRecord shows:

• Account header: WP 3RD PARTY with a phone contact (example: 877-559-2608).
• Dispatch number: Begins with SWPR (example: SWPR8384E02F-1).
• Customer contact info, Contract number (Cntrct#), and appliance/brand populated (example: Washer / Maytag).

Rules

• Dispatch must already be sent before service.
• Customer should contact their 3rd party provider for any new claim.

See Extended Warranty / 3rd Party Overview.

How to Identify a Whirlpool Warranty Job

A Whirlpool warranty job in ServiceDesk (JobRecord) shows:

• Account header: Whirlpool Corporation, 2000 M-63 N, MD 9004, Benton Harbor, MI 49022, 800-253-1301.
• Dispatch number: Begins with SWP (example: SWPHIJLMNOP1).
• Dispatch XML filename: DptchstSB-SWPHIJLMNOP-1.xml format.
• Customer contact info is populated in the JobRecord with model/brand (e.g., Washer / Maytag).

See How to Read Authorization in the cross-cluster docs and Extended Warranty / 3rd Party Overview for non-manufacturer dispatches.

Reference images (from CIT cheat sheet):

COD (Cash On Delivery)

Customer-pay / out-of-warranty service. Quote from the live Price Guide (National Blue Book basis).

Things to do on ALL CALLS

• Check Entitlement to verify if in warranty or if any warranty parts.
• Date of purchase — we need it on COD. Ask your customer!
• Attach a picture of the model/serial tag.

Use this page for GE, GE Profile, Café, Monogram, Hotpoint, Haier, and Adora warranty claim support. Confirm the model and serial tag before ordering parts or submitting a claim.

Before you submit the claim

1. Record the complete model number and serial number exactly as shown on the appliance tag.
2. Confirm the failure, the repair completed or proposed, and the parts needed.
3. Use the GE contact directory below when you need technical help, parts support, claim assistance, or call authorization.

GE warranty quick reference

Use & Care/Customer Instruct

Customer instructs are covered for 1 year from the date of purchase. They will only cover this once per serial. Must have a dispatch!

Builder & Rental Product Warranty

Appliances delivered to consumers at new construction sites or new rental properties. The warranty period does not start until the home closing or lease start date. Basically, the warranty starts when the keys to the dwelling are provided.

Cosmetic Warranty

Cosmetic repairs are only covered for 7 days after the purchase date. Cosmetic repairs include scratches on doors, burnt out light bulbs, cracks in drawers, broken/worn knobs, and loose/broken handles. Consumable items such as water filters have a 30-day warranty only.

Commercial Warranty

Commercial products do not have a labor warranty. Check the Use & Care Manual for specific warranty terms & conditions.

GE serial-number guide

A valid GE serial number is two letters followed by six numeric digits. A final letter may appear after the six digits; that trailing letter identifies the manufacturing site and does not change the manufacture date.

Read the first two letters

• First letter: manufacture month.
• Second letter: manufacture year. The year code repeats every 12 years, so use the model, purchase history, and other claim information to choose the correct cycle.

Year-code reference

Open the GE serial-date calculator

Example: In MT456789D, M identifies July, T identifies a year in the T cycle, and D is the manufacturing-site letter.

Escalation notes

• Use TAG for technical assistance and use the Claims line for claim questions.
• Obtain a call authorization number before work that requires authorization.
• Keep the name of the GE representative and the authorization number in the claim notes.

DSH / Hopkins

Authorization pricing and the service-request process for DSH (coverage from a Hopkins purchase). The codes below are for authorization pricing only — not paid by the customer. For current COD/Warranty rates, use the live Price Guide card on this page.

Billing: create a mobile ticket in SDMobile — DSH is billed as COD. Use the correct part markup and labor for the call (see the Price Guide for the labor conditions you can choose from).

Reminder: ALWAYS CHECK OUR HISTORY ON APPLIANCES FIRST.

Class A

Appliances are "new, in box" without damage. They are not affected by "B" classification and have the full (normal) manufacturer warranty.

Note: If an exchange was done on the unit and it was changed to Class B or NFC on entitlement, we can still service the unit.

Class B

Functional warranty only, excludes any cosmetic damage or missing parts coverage. Warranty does not cover any failure as the result of physical or accidental damage (this includes electronic, mechanical, or otherwise). ALSO KNOWN AS "AS IS".

Store Stock sold as Class B will contain a functional warranty only from the Actual Goods Issue date. Cosmetic damage and missing parts will not be covered.

Customer-facing policy statement

"This unit would not be eligible for cosmetic coverage due to damage or missing parts. The coverage on this product would be limited to functional failures only as warranty does not cover any failure as the result of physical or accidental damage (this includes electronic, mechanical or otherwise). A purchase receipt or home closing document is required to verify any warranty coverage."

Common example

SEARS OUTLET IS AN EXAMPLE OF CLASS B. The entitlement will show Trade Partner Name highlighted with "SEARS OUTLET" and the Entitlement Policy Statement will read: "All products that have been returned by a customer to the dealer, Whirlpool will ONLY pay functional repairs on stock. Items excluded from warranty: Cosmetic Damage — including scratches, dents, chips, or damage to the finish."

Field Scrap note: If an exchange was done on the unit and it was changed to field scrap and sent back to the manufacturer, WE CANNOT SERVICE THE UNIT.

Reference images (from CIT cheat sheet):

Class C

Severely damaged appliance — major damage to the appliance. Payment on Damage "Class C" will NOT be paid.

How to handle Class C units

• Products classified as "Class C" are sold without a warranty.
• Service is COD only or 3rd-party warranty.
• No 1st-year manufacturer warranty.
• Claims submitted for warranty payment on Damage "Class C" will not be paid.

Tip: Entitlement for a Class C unit will typically show "Mark As: No Warranty" and Trade Partner Name such as "HOME APPLIANCE SKENT N DENT-CLASS C - Contract".

Reference images (from CIT cheat sheet):

Class D / R455

Scrap product — NOT for consumer sale. If a Class D / R455 unit has been dispatched over to us, reach out to Partner Team (PT).

Extra PEX handling info

• If caught in the office prior to scheduling, we should probably challenge Partner Team first for why it is marked and get history, then they or we can ask the customer about it. If it is not caught and the tech sees it, he should do the same.
• We don't always get paid for these if they are correctly marked and in a not-serviceable classification.
• It is tough in this situation because PEX is not always correct or clear — PEX is caution for us.

Authorization overrides PEX

• Authorization overrides the PEX to proceed to diagnose and (possibly) repair — if parts are also in that auth. If it is Labor only, then it is diag only.
• WP does have errors with incorrectly marked PEX stuff (similar to zone 16 triage). The auth would have to be given in order to do anything and get paid.
• Any time we see an auth with only Labor on it, that is not normal — it usually means WP is paying for a diagnosis and then expects some sort of communication (safety, Partner Team, Techline).
• A Parts-and-Labor auth is always an over-ride and is assigned to a specific model and serial. As long as that matches, we are good to go and can order anything on the appliance.

*****If you DON'T see the SCODE you are looking for, go to Service Matters to verify before moving on.*****

This is the consolidated list of popular S-Codes (and a handful of R-codes) that Whirlpool uses to cover specific rework / special-project repairs. Each row shows the code, what it covers, and (where provided) the effective date or applicable models/serials.

Reminder: if the SCODE is not on this list, always verify in Service Matters before promising coverage.

WP Standard — Additional labor / authorization requests

Use this when you need extra labor, a second man, or any authorization beyond the standard scope on a Whirlpool manufacturer-warranty call.

Submit the Additional Labor form

This form goes to Guinco's autho approvals team — they handle the back-and-forth with the warranty company. You don't contact the warranty company yourself.

  Open the Additional Labor form

Alternative: email the Autho team

• To: Autho@guinco.com
• Subject line: WP Approval Needed Invoice xxxxx (replace xxxxx with the actual invoice number)
• Body: include 2nd-man / call-count info if applicable, and any attention notes for the invoice.

What happens next

The Autho team marks the invoice "Pending Authorization", submits the request, and follows up with approval, denial, or a request for more info. Until you hear back, schedule the customer for the standard return window (typically 10 business days out — make sure the customer knows that date).

AIG Company (AIG Co)

Authorization pricing and the service-request process for AIG Company (dispatched via ServiceBench). The codes below are for authorization pricing only — not paid by the customer. For current COD/Warranty rates, use the live Price Guide card on this page.

When an AIG customer calls in wanting to set up service, provide them with the AIG customer line:

AIG Customer Number: 800-479-5714

Do NOT give out 866-478-0658 - that number is for warranty providers only, not end customers.

WP3 — Whirlpool 3rd Party

Authorization pricing and dispatch process for Whirlpool third-party warranty. The codes below are for authorization pricing only — not paid by the customer. For current COD/Warranty rates, use the live Price Guide card on this page.

Guardsman / Warrentech

Authorization pricing and the service-request process for Guardsman (formerly Warrantech). The codes below are for authorization pricing only — not paid by the customer. For current COD/Warranty rates, use the live Price Guide card on this page.

AIG (Non-Whirlpool)

Authorization pricing and the service-request process for AIG (Non-Whirlpool). The codes below are for authorization pricing only — not paid by the customer. For current COD/Warranty rates, use the live Price Guide card on this page.

*AUTHO NEEDED IF
WASHER AND COOKING APPLIANCES IF TOTAL REPAIR OVER $300
ALL OTHER APPLIANCES IF TOTAL REPAIR OVER $250

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

- All service requests must come from Assurant Solutions, where the Customer has made contact with the 3rd party warranty for a service request.

- Note customer needs to refer to there Terms and Conditions to avoid any possible charges for non-covered items. If you have question about non-covered repairs, contact Authorizations with the phone number listed on your Service Invoice.

- Appliance has been diagnosed, refer to the COD/Warr Price Guide to form estimate. Note any Manufactures Warranty, Recall, Authorizations, S or R Code has priority over 3rd Party Coverage, please note these within your PVR if they apply.

- You must have a accurate and detailed Report of the Diagnostics done, the Problem Found, the Estimated Repair Time upon return.

- The Receipt Page Must include: Quantity, Part Number(s), Description, and Cost that Includes Mark Up, and New Leaf Labor Code for the repair needed (unless it's a recall).

- 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: New Leaf 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 a attention noted 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"

- 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. Must record the name of the person you talk to, and record all amounts given that were Approved or Declined.

- If estimate is approved, proceed as Normal Guinco Process.

- If you have installed part(s) and find you need more part(s), you must call Authorizations again to approve prior to proceeding.

- Note that Guinco uses are own Part(s) thru our Part ordering system. Decline any offer of Part(s) being provided by the 3rd Party Warranty to Guinco or Customer.

- If part(s) cost is declined, document person and all amounts given and complete your PVR. Customer can contact New Leaf with any further questions.

- Proceed with the Repair to Complete and/or order Part(s) and scheduling customer while in the home for the return date based on availability. If part(s) are Factory Order, or show "0" in stock, must schedule for a minimum of 10 business days out from that present day, making sure the customer is aware of that date. Document all estimates in you PVR and Submit as normal.

- If you have installed part(s) and find you need more part(s), and you have now exceeded the Authorization Limit, you must follow steps for "Yes".

- All service requests must come from a Dispatch or Email, where the Customer has made contact with the 3rd party warranty for a service request

- Customer has been contacted to verify all Dispatched information. Note 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 estimate. Note any Manufactures Warranty, Recall, Authorizations, S or R Code has priority over 3rd Party Coverage.

- If over the Authorization Limit, Must call for Authorization to the phone number listed on your Service Invoice. Must 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

- All service requests come from Dispatch or Email, where the Customer has made contact with the 3rd party warranty for a service request.

- If you have question about non-covered repairs, contact Authorizations with the phone number listed on your Service Invoice.

- Call Whirlpool Techline to start documentation if the repair is not a simple issue overlooked. Must record the name of the person you talk to.

- Appliance has been diagnosed, refer to the COD/Warr Price Guide to form estimate. Labor is on a case by case basis depending on problem found. Note any Manufactures Warranty, Recall, Authorizations, S or R Code has priority over 3rd Party Coverage, please note these within your PVR if they apply.

*AUTHO NEEDED FOR ANY PARTS/LABOR*

- Must call for Authorization to the phone number listed on your Service Invoice. Must record the name of the person you talk to, and record all amounts given that were Approved or Declined.

- Note that Guinco uses are own part(s) thru our parts ordering system. Decline any offer of part(s) being provided by the 3rd Party Warranty to Guinco or Customer.

- If estimate is approved, proceed as Normal Guinco Process by ordering Part(s) and rescheduling customer while in the home for the return date based on availability.

- If declined, refer the customer to New Leaf Customer Service and complete 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.