Repair claim

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • In the Repair claims workflow, the customer approaches the dealer with issues related to one or more products. The dealer diagnoses and fixes the issue​ and raises the reimbursement for the repair work performed.

    Figure 1. Repair claim workflow
    Decorative
    1. Initiate claim: The dealer initiates the warranty or recall claim.
    2. Search serial number: Dealer can search the claim details based on the serial number.
    3. Enter claim job details: The dealer enters the job details in the dealer portal.
    4. Enter parts and labor, misc services, attachments: The dealer enters the labor code and parts in the dealer portal.
    5. Submit claim: The dealer submits the claims request to the OEM.
    6. Review claim: OEM reviews the claims request submitted by the dealer.
    7. Approve claim: OEM reviews the claims and either approves, rejects, partially approves, or sends back the claim.
    8. Generate expense line: The claims agent processes the expense line and is generated only for approved or partially approved claims.

    Working with repair claim

    Use the following to configure, use, and manage recall campaigns in MCO.

    Review the entities and relationships within the Repair claims data model, including tables added or modified by the repair claim plugin.
    1. Configure repair claims: Complete the following tasks to set up the repair claims in your environment.
      1. Install Manufacturing repair claim management [sn_repr_claim_mgmt]: Installing applications, plugins, and products.
      2. Set up product models and parts: Configuring product models.
      3. Set up assets and install base items: Configuring assets and Create an install base item.
      4. Set up dealer hierarchy: Create a channel partner and Create an internal business location.
        Note:
        Use the Partner Relationship Management data model to set up channel partners (external entities) and dealers (external trading partners to the OEM). Model company-owned dealer outlets as internal service organizations using the Service Model Foundation.
      5. Set up dealers: Set up dealer.
      6. Assign repair claim roles: Assign roles
    2. Work with repair claims (OEM): Use the Agents (CSM/FSM) workspace to create and manage repair campaigns, phases, and claims.
      1. Create a repair claim: Create a repair claim.
      2. Review repair claims: Reviewing and approving repair claims.
    3. Work with repair claim (Dealer): Use the Dealer portal to submit and track repair claims.
      1. Submit a repair claim for warranty: Submit a repair claim for warranty.
      2. Submit a repair claim for recall: Submit a repair claim for recall.