Many of our readers will have spoken to a member of our claims team at some point. Whether it was to gain authorisation for a claim, or them contacting you regarding a particular issue with a customer. But what goes on behind the scenes? What do we do in the background to help you and your customer?
Let’s start with the initial call to gain authorisation for a repair or servicing. It may sound obvious, but the questions we ask are all relevant to assessing whether the claim is valid. From the vehicles mileage down to the costs of parts and labour, they are all entered into our system. From that information we can identify if the part is covered on that particular level of cover, whether the claim is within the parameters for date and mileage, and if it is within the specific individual and aggregate claim value limits for that vehicle. If the claim falls within all these criteria then we will issue a unique authorisation number that ensures that we and you know that you can proceed with the repair as agreed.
If we say yes that’s the easy option, in an ideal world that would be the only option. You just carry out the repair and send the invoice to us. However, there are times when we have to say no.
These decisions are not taken lightly, they are based on what you have asked us to do. Some dealers take the view that ”if it’s not covered, it’s not covered” so we carry out their instructions and reject any claims that aren’t covered. We are always happy to explain to either you or your customer exactly why we have rejected any claim.
Other dealers have a different approach, they may have requested that we contact them on any rejected claim or on ones that fall into certain criteria. Or sometimes we will initiate a contact to the dealer of our own volition, if we feel it is something that you should be aware of. This allows them to make an informed decision on the claim before it escalates into a situation with an unhappy customer. That’s the beauty of what we do, we can tailor our response to what you require to keep your customer happy.
There are also the situations where, more than likely because they are some distance away from you, that one of your customers needs to have a repair carried out at a third party garage. In this instance the garage would contact us with the details of the claim. We would liaise with the designated person at the supplying dealer so that they are fully aware of the claim. Only when they have agreed for the repair to be carried out at the third party garage would we issue an authorisation number. These situations can take a little longer to authorise but a lot of that is dependent on being able to speak to the designated contact, so if we are trying to contact you please reply as soon as possible as we have your customers best interest at heart. The longer we have to wait for a reply from you increases the chance of a dissatisfied customer.
Then there is the administrative side of what we do. Those invoices, for completed repairs and servicing, that you post and email to us don’t just disappear into a big black hole. They are all entered against the relevant claims, all the information is verified to make sure it is as we authorised. A copy of the invoice is scanned and electronically attached to the claim and the information is all reported back to you on your monthly reports. This is all done by the same people that you speak to for authorisation. So please don’t think we sit here just waiting for the phone to ring, there is always more going on behind the scenes than most of you will realise.
In the claims team we have all been here at WAS Ltd for more than 13 years, so many of you will have spoken to a familiar voice over that period. We like to think we have built up a good relationship with you all over that time and look forward to helping you look after your customers for many more years to come.
If you would like to know more about our Crystal Clear Warranty, or have any questions, please give us a call on 01522 515600, or click here to request an information pack.