Claims: Frequently Asked Questions
This FAQ is provided to help Contractors understand what is not covered and what is eligible for a claim.
Q. What documents are needed when submitting a Claim?
- Copy of the Service Ticket or Work Order signed by the homeowner / customer.
- A Parts Invoice (from a Wholesale Distributor or Retailer)
Please see Dealer Service Agreement paragraph 4, for a complete list of requirements.
Q. If a repair part needs to be shipped, is the shipping cost reimbursed?
No. The program is based upon replacement parts being stocked and available locally at a warehouse.
Repair parts will need to be shipped to local warehouse for pickup. Repair contractor will need to collect appropriate shipping costs from the equipment owner.
Reference:
Agreement Terms and Conditions (9.AD)
No. The program is based upon replacement parts being stocked and available locally at a warehouse.
Repair parts will need to be shipped to local warehouse for pickup. Repair contractor will need to collect appropriate shipping costs from the equipment owner.
Reference:
Agreement Terms and Conditions (9.AD)
Q. Are handling and refrigerant disposal fees reimbursed?
No. Handling and refrigerant disposal fees are not covered and are the responsibility of the equipment owner.
Reference:
Agreement Terms and Conditions (9.AD)
No. Handling and refrigerant disposal fees are not covered and are the responsibility of the equipment owner.
Reference:
Agreement Terms and Conditions (9.AD)
Q. Do I have to submit a parts invoices with every Claim?
We require a parts invoice on all claims where a part has been replaced.
Reference:
Dealer Service Agreement (4.L,6)
We require a parts invoice on all claims where a part has been replaced.
Reference:
Dealer Service Agreement (4.L,6)
Q. What if the customer is not present during the repair?
If the customer is not available for a signature, a current phone number MUST be provided.
If the customer is not available for a signature, a current phone number MUST be provided.
Q. Can I file a Claim if the system is heating and/or cooling properly?
No. There must be evidence of mechanical or electrical failure in order to file a claim. Service calls made when no failure has occurred are not covered by the program.
Examples may include: flaking, noise, odors, appearance etc. In these examples the equipment is still heating and/or cooling properly and these issues may be due to improper application or manufacturer design flaws.
Any expense incurred in this case is responsiblity of the equipment owner.
Reference:
Terms and Conditions (9.f,9.g,9.t,9.y,9.z)
No. There must be evidence of mechanical or electrical failure in order to file a claim. Service calls made when no failure has occurred are not covered by the program.
Examples may include: flaking, noise, odors, appearance etc. In these examples the equipment is still heating and/or cooling properly and these issues may be due to improper application or manufacturer design flaws.
Any expense incurred in this case is responsiblity of the equipment owner.
Reference:
Terms and Conditions (9.f,9.g,9.t,9.y,9.z)
Q. What parts do I get Parts Allowance on?
If your plan is eligible for parts allowance, all parts are eligible except COILs.
Reference:
Dealer Service Agreement - Please see Allowance Schedule - Page 2
If your plan is eligible for parts allowance, all parts are eligible except COILs.
Reference:
Dealer Service Agreement - Please see Allowance Schedule - Page 2
Q. When does coverage go into effect?
On most plans the coverage goes into effect on the 91st day after purchase.
Diagnosis prior to the 91st day/effective coverage start date is not covered.
Please refer to the plan description for more details
Reference:
Terms and Conditions(9.h)
On most plans the coverage goes into effect on the 91st day after purchase.
Diagnosis prior to the 91st day/effective coverage start date is not covered.
Please refer to the plan description for more details
Reference:
Terms and Conditions(9.h)