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
