Managing the Warranty Claims Process - 2021

How long is the powertrain coverage under Nissan's new vehicle warranty?

60 months/60,000 miles

Which information is required to complete the Pre-Approval Checklist?

Cause of failure Work Order open date

Which dealership staff position is primarily responsible for verifying Work Orders, coding and submitting claims, and updating the Claims Register?

Claims Administrator

Which monthly report summarizes the disposition of all warranty claims?

Dealer Credit Status Report

Nissan's warranty is intended to cover repair costs that result from ________.

Defects in material and workmanship during design and manufacturing

Which report provides detailed information about claims that are ineligible for payment, and cannot be resubmitted?

Denied Claims Report

In the warranty claims process, the Service Advisor is responsible for __________.

Entering customer and vehicle information in the Work Order header Obtaining the customer's signature on the Repair Order Checking SERVICE-COMM to see if the repair is covered by a campaign

Claims listed on the Adjusted Claims Report must be corrected and resubmitted before they can be paid.

False

Goodwill can be used to cover the cost of comeback repairs.

False

A Service Manager is attempting to determine who will pay for a repair to a customer's vehicle. The repair is not covered under warranty or an open campaign. What payment options are potentially available to the Service Manager at this point?

Goodwill Service contract Customer pay

Which of the following are benefits of proactively managing claims processing?

Less time spent resubmitting claims Reduced risk of chargebacks and audits Timely payment of claims

If you are proactively managing the claims process at your dealer, your warranty receivables should __________.

Not exceed more than one month's sales for warranty and service contracts

These are the DCAL category limits for Northern Nissan. Which of the following is Northern Nissan allowed to self-authorize?

Paint claim of $348 Warranty claim of $1,578

Which report provides detailed information about claims that could not be processed, often because of an invalid VIN?

Rejected Claims Report

Dealer Claims Administration Limits (DCAL) allow dealers to __________.

Self-authorize certain claims

Which of the following are categories that appear on a dealer's DCAL screen?

Service Contract Claim Warranty Claim Glass Claim

Which dealership staff position is primarily responsible for identifying the Primary Failed Part or Primary Operation and documenting straight time, if applicable?

Technician

What happens if Nissan does not receive requested warranty parts within 10 days of the original request?

The claim will be debited for the full amount.

The Daily Claims Activity Report contains ________.

The status of all claims processed by Nissan the previous day The amount that was paid for each adjusted claim

What does the "RQST CVG" column on the Daily Claims Status Report tell you?

The type of coverage that was requested

Which of the following statements about suspended and denied warranty claims are true?

They tie up dealership cash in warranty receivables. They require additional processing effort by dealership staff.

"Rejected" claim status means that the claim could not be processed, usually because of an error in the basic repair order header, such as the VIN.

True

Goodwill is intended to promote service retention and owner loyalty.

True

On the Parts Return List, the color orange means that the parts request is 4 to 10 days old.

True

Which resource would be best for finding the allowed labor time for a specific warranty repair?

Warranty Flat Rate Manual

On the Daily Claims Activity Report, what does the "Disposition" column in the Suspended Claims section tell you?

Where the claim has been returned for review or correction