Warranty Claims Filing Guidelines

Claim filing guidelines:

Warranty claims must be submitted no more than 45 days after the warranty repair was completed, and any appeals related to denied claims must be made within 30 days of denial showing someone within Hussmann has agreed to re-process. Claims forwarded back for more information require response within 30 days or claim will be auto denied.

Below are a few points that will assist in facilitating the timely processing of your claims.

You must submit the following for a claim:

1. Itemized invoice:

• Must detail all costs associated with the repair (if applicable – broken out into categories for labor, parts, etc.).
• Must be billed to Hussmann and submitted in $USD.
• The itemization and totals for claim and invoice must match.
• End customer name, store number (if applicable) and full address required.
• Date of failure and final repair.
• If job was subcontracted, a copy of the subcontractor tickets is required—showing issue found/repairs made, hours, dates, and their itemization.
• If PO was given by Hussmann– Please do not file a claim!! Contact the PO provider for instructions on how to manage.

2. Service Technician work/job ticket:

 

• Must include the serial numbers for all cases/equipment repaired.
• Must show the repair date(s), work performed, and hours worked.
• If the claim is for a compressor replacement; you must complete the Hussmann Compressor form in its entirety and provide a photo of the old and new compressor tags.
• If the claim is for door/frame on equipment; you must provide the door/frame serial number(s) in addition to the case/equipment serial number.
• Detailed information of the problem found (bad/broken/does not work, or a “Hussmann rep met us here“ is not acceptable).
• Detailed information of the work performed (fixed, completed, or “fixed like Hussmann told us to” is not acceptable).
• Any additional comments/information or notes that you feel would be helpful.

3. Receipts:

 

• Any purchased or cost related items outside of labor and travel must include a proof of purchase/receipt – (must be final receipt; cannot say – this is not an invoice/bill, acknowledgment, quote, packing list, etc.).
• Mark-ups not allowed on purchased items.

4. Supporting documents and information, if applicable:

 

• Copies of emails/documentation and/or name of Hussmann representative, if involved/applicable.
• Photos as required – refer to Hussmann Standard Warranty Policies; any additional photos beyond warranty policy requirements are recommended to help support the claim review process.

After claim is filed:

Once your claim is submitted, the Hussmann OEM warranty team will receive your claim for review. Once the processor has completed reviewing the claim and gathering details and information, which may include forwarding the claim back to the submitter for additional information/documentation; the claim will be processed. The processor will do one of the following:

• Pay in Full
• Pay in Partial (provide reason for partial payment)
• Deny in Full (provide reason for denial)

Balances not being covered under OEM warranty are sent to the Hussmann sales rep of the customer account to review/consider the balance should there be any special or extended coverages they offer or if they pre-authorized coverage to you as a service provider. Sales will do one of the following:

• Pay balance in Full
• Pay balance in Partial (provide reason for partial)
• Deny balance (provide reason for denial)

Once the full review is completed:

Any claims with full or partial payment are sent over to corporate finance to make the actual payments per the information on your account for warranty invoices and per the terms set on the account. Once the payment is made, the payment transaction number/check number, amount, and pay date feeds back into the claim system and officially closes the claim. At that time, the system will send an email notification to the submitter of the claim, advising of the closing. 

In the event claims are partially paid, balances are not to be resubmitted. Those would be denied as duplicates. If a Hussmann representative is agreeing to cover the balance, they would need to provide a PO.

Hussmann Warranty Payment Statements for Hussmann OEM warranty claims are emailed weekly.

• These statements will be sent for fully accepted, partially accepted, and denied warranty claims – (sent weekly for any claims that have closed).
• The statements are sent to all emails listed on the account in our claim system.
• Hussmann does not call or email persons individually to advise them of a partially paid or denied claim – (these statements serve that purpose).
• For the Service Providers convenience, the warranty claims system is available 24-7 for users to look up their claims.
• If you need additional employee emails added to the statement notifications; email the Hussmann OEM Warranty Claims Department at: [email protected].

   

  Hussmann requires Service Providers to have an approved OEM Warranty standard hourly labor rate for the account; established at initial set up.

   

• If a rate change is being requested, email the Hussmann OEM Warranty Claims Department at: [email protected].
  • The request will be reviewed with Sales Operations and a market and region analysis is completed.
  • A notice will be sent with approved, rejected, or you will be contacted to negotiate an acceptable rate change with effectivity date.

   

• In the event you have a physical, mailing, or payment remittance address change for your Hussmann OEM Warranty account, email the Hussmann OEM Warranty Claims Department immediately at: [email protected].Failure to notify Hussmann in advance or promptly when there are changes required may result in delayed payments.

• All invoices should be submitted utilizing this rate.
• OEM warranty will only reimburse at this rate, nothing more.

*Please note: The Hussmann OEM Warranty claims email [email protected] and OEM Warranty claim system is not for ordering parts for OEM warranty consideration. Please contact Hussmann Performance Parts directly for any warranty part orders at: [email protected].