Service Policy

1. Initial review

The normal starting point is 3–5 representative claims. For each claim, the Repair Order number is the primary identifier. The dealer should provide the repair order, technician documentation, relevant equipment identifiers, parts/labor information, available evidence, OEM response or denial reason where applicable, and current OEM material needed to interpret the claim that the dealer is authorized to provide.

2. Status definitions

READY: the administrative package is sufficiently supported for dealer review and entry based on the materials supplied.

MISSING: a required fact, document or evidence item is absent and must be supplied by the dealer.

EXCEPTION: the claim presents a material ambiguity, conflict, unusual risk, technical dispute, coverage question or other issue that should not be forced through a standard preparation path.

3. What we prepare

The standard deliverable may include a field-by-field claim sheet, complaint/cause/correction narrative based on source facts, supported code/labor mapping where available, evidence index, missing-item list, rule-source references and exception notes.

4. What we do not do

We do not invent technical facts, alter repair records, diagnose equipment, guarantee eligibility or payment, impersonate dealership personnel, request shared OEM passwords, or perform the final OEM Submit action in the launch workflow.

5. Dealer final control

The dealership retains its OEM account, portal access, final review and final submission action. The dealership also decides whether a prepared claim should be submitted.

6. Confidential and OEM materials

Dealer-specific materials are used only for the agreed claim-preparation purpose. The dealership must not provide material it is not authorized to share. Any additional confidentiality, security, retention or deletion requirements should be documented before live claim files are transferred.

7. Security intake rule

Do not send live sensitive claim files in an unsolicited first email. After an engagement is accepted, we will identify the approved transfer method for live claim records.

8. Changes to scope

Direct portal submission, payment/short-pay follow-up, API integrations, high-volume managed processing, disputed claims, or other expanded services require an explicitly agreed scope.