If you are dissatisfied with the damage, or believe it’s a breakdown issue, and not a cracked screen or accidental damage due to handling, or the phone doesn’t match the phone that is registered, or whatever reason then on the claim, in the validation section, you will see a link entitled “Write Customer” after the title: Disapproval. Click this link. A page will appear with a form that allows you to enter the reason you are disapproving the claim. Please communicate to the customer why you are disapproving and rejecting the claim. Click Submit.
Next on the claims filed screen, on the claim header you will see a round yellow circle, please hover your mouse over this icon, until you see the red x. Click the red X. After doing so, the customer will receive an email notifying them that the claim has been rejected, and will include the reason why.
Please notice the disapproval reason will appear on the claims filed dashboard, in the validation section, after the title “Disapproval” for future notice.
Disapproval:
Write Customer
If you have questions or need additional images, simply click the “Request More Information” link in the Validation Section next to the title and label, “More Info,” and fill out and submit the form.
The customer will get an email, with a link to respond verbally, as well as upload additional images.
When the customer submits their response and/or images you will get an email notifying you that the customer has responded.
The response will appear on your claims filed dashboard in the Validation Section under “More Info Response.”
The additional images will also appear on the ‘claims filed’ dashboard in the Validation Section under the line entitled: “Additional.” There you will see clickable links that will show you the additional photos that you requested.
If you desire further correspondence with the customer, please email them directly by clicking their email on the claim header next to their name.
Please note that a History of all “More Information” requests can be found by clicking the “Claims Inbox” menu item. Here you will see a list and History of all ‘Request More Information’ customer responses.
You also have the option of calling the customer. Their phone number is also located on the header of the claim.
More Info?
Request More Information