Line of work 05
Claims Support for Dealers and Contract Holders
The part of the product your customer actually experiences. Everything else about a protection product is a promise; the claim is where they find out whether the promise was real.
A bad claim costs more than the deal it came from
Nobody buys a service contract because they enjoyed the presentation. They buy it because of what they expect to happen on a day that has not arrived yet. When that day comes, the claim either matches what your finance manager described or it does not, and the customer has a long memory either way.
The damage from a badly handled claim does not stop at that customer. In most dealer markets people know each other, ride together, camp in the same places and use the same service department. One person telling that story in a group chat undoes more goodwill than a month of advertising builds.
The other cost lands on your own staff. A finance manager who has watched a few claims go badly stops selling the product with any conviction, and no training fixes that, because they are right.
What We Offer
What claims support actually covers
Claims support that treats the contract holder's experience as part of the product rather than as somebody else's department.
The contract holder's side
Someone to deal with who understands the coverage they bought, so the customer is not left reading a contract they signed eighteen months ago and arguing about definitions.
The service department's side
Authorisation that does not leave a unit sitting on a lift while somebody waits for a callback. Your service drive has its own throughput problem and a slow claim becomes part of it.
What the claims tell you
Patterns in what is being claimed, and on which products. This is the most honest feedback available about what is actually on your menu.
The dealer's side
You hear about a problem before the customer tells you about it in a review, which is generally the difference between a fixable situation and a public one.
Our Process
How we work with your store
Claims are treated as part of the product rather than as the thing that happens after the sale.
- The contract holder deals with someone who knows what they bought
- Your service department gets authorisation without a queue of callbacks
- Claims patterns feed back into what goes on your menu
- Problems reach you before they reach a review site
- What we see in claims informs the next assessment rather than sitting in a file
Common Questions
Questions dealers ask
Does our service department have to change how it works?
No. The point is to remove steps from their day rather than add them. If a claims process is making your service drive slower, that is a fault in the process, not something the drive should absorb.
What happens when a claim is genuinely not covered?
The customer is told clearly and early, by someone who can explain why. Most anger about a declined claim is not really about the decline; it is about being passed around for two weeks first and then being told no by a stranger.
Do you handle claims on products we did not buy from you?
That depends on the product and who administers it. Bring the specifics to the assessment, because the answer differs by contract rather than by a general policy.
How does this affect what we sell?
It should make you more willing to sell the products that hold up and less willing to sell the ones that do not, because you are now seeing the evidence rather than hearing about it secondhand.
Find out what your claims are telling you
The assessment includes how your current products are behaving at claim time, which is usually the part nobody has looked at.