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            How Are Claims Processed in Automotive Cloud

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            How Are Claims Processed in Automotive Cloud

            Understand how claims are managed in Automotive Cloud. Dealers can use the Experience Cloud site to submit claim records, or manufacturers can create them on the dealer’s behalf. The claim adjudicators then assess and inspect the claims against the established warranty terms, code sets, and service standards. Finally, the claim amounts are updated and adjusted and dealers can track the status of their claim along with the final amounts from the Experience Cloud site.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions

            Types of Records Submitted By Dealers

            The following records are submitted by dealers along with documents such as payment invoices for labor expenses incurred, and proof-of sales for replacement parts purchased.

            • To record high-level information about a warranty claim, dealers create a claim.
            • To record information about the work to be performed on a defective asset, dealers create a claim item.
            • To record information about a causal part in a defective asset, dealers create a claim coverage.
            • To record information about an expense, labor service, or part replacement for a causal part in a defective asset, dealers create a claim coverage payment detail.
            • To associate a stakeholder with a warranty claim, dealers create a claim participant.

            Key Attributes Validated During Adjudication

            Whether claim adjudicators manually process claims, or use the automated adjudication process, the claim information is validated against warranty rules and service standards. For example, you can define rules in the automated process or instruct the adjudicators to check claims based on the following criteria:

            • Products or their components, such as products, product families, assets, or product related materials
            • Existing warranty coverages, such as the asset warranties related to an asset
            • Entitlements offered by existing warranties, such as labor covered, parts covered, and expenses covered in warranty terms or warranty term coverages
            • Duration of existing warranties, such as the duration of the asset warranties, warranty terms, and warranty term coverages
            • Significant dates, such as the repair date and fault date of the claim item
            • Condition of the asset, such as its usage, causal part, or fault code
            • Claimed amount for expenses, labor services, or part replacements
             
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