Submitting a new claim

Complete Guide to Claim Submission

This comprehensive guide covers everything you need to know about submitting warranty claims through OtterClaims.

Before You Start

Make sure you have:

• Vehicle VIN and mileage
• Customer contact information
• Detailed description of the failure
• List of parts needed with part numbers
• Labor time estimate
• Photos of failed components
• Any diagnostic reports or test results

Step-by-Step Submission Process

1. Start a New Claim

Click the "New Claim" button in the top right corner or go to Claims → New Claim from the sidebar.

2. Select Contract Provider

Choose the appropriate warranty company or contract provider from the dropdown. If the provider isn't listed:

• Contact support to add them to your account
• Make sure you have an active contract with that provider

3. Choose Claim Type

Select the appropriate type:

• Manufacturer Warranty: Covered under original equipment warranty
• Extended Warranty: Third-party extended warranty coverage
• Service Contract: Dealer or aftermarket service contract

4. Set Priority Level

Indicate urgency:

• Low: No immediate concerns, standard timeline
• Medium: Customer waiting, normal business priority
• High: Customer's only vehicle, needs quick resolution
• Critical: Safety issue or customer stranded

5. Enter Vehicle Information

Provide complete vehicle details:

• Full 17-digit VIN
• Current odometer reading
• Year, make, and model (may auto-populate from VIN)
• License plate number
• Engine type and transmission

6. Add Customer Information

Include customer contact details:

• Full name
• Phone number(s)
• Email address
• Alternate contact if needed

7. Document Repairs Needed

This is the most important section. Be thorough:

• Complaint: Describe the failure in detail (e.g., "Engine makes knocking noise at idle")
• Cause: Your diagnostic findings (e.g., "Bearing failure in cylinder 2")
• Correction: Proposed repair (e.g., "Replace engine short block assembly")

8. Add Parts

For each part needed:

• Enter the correct OEM or aftermarket part number
• Include part description
• Specify quantity needed
• Add current retail pricing
• Note if the part is available or on backorder

9. Calculate Labor

Break down labor by operation:

• Diagnostic time (if applicable)
• Removal and installation hours
• Testing and verification time
• Any additional operations required

Use industry-standard labor guides (Mitchell, AllData) for time estimates.

10. Upload Supporting Documents

Attach all relevant files:

• Photos of failed components (multiple angles)
• Diagnostic trouble codes (DTCs)
• Test results (compression, voltage, etc.)
• Parts pricing quotes
• Customer authorization forms

11. Add Notes

Include any additional information that might help the adjuster:

• Special circumstances
• Previous repair history
• Customer concerns or preferences
• Parts availability issues

12. Review and Submit

Before clicking submit:

• Double-check all VIN and vehicle information
• Verify part numbers are correct
• Confirm labor calculations
• Review attached photos for clarity
• Check that all required fields are complete

After Submission

Once submitted:

• You'll receive a confirmation with the claim number
• The contract provider receives instant notification
• Claim appears in your dashboard with "Pending" status
• You can track progress and receive updates via email

Common Mistakes to Avoid

• Incorrect or incomplete VIN
• Wrong part numbers
• Vague descriptions of the failure
• Missing or poor-quality photos
• Inaccurate labor calculations
• Not including diagnostic steps taken

Tips for Faster Approval

• Submit complete claims the first time
• Use clear, professional language in descriptions
• Include high-quality photos from multiple angles
• Reference factory service bulletins when applicable
• Provide thorough diagnostic documentation
• Double-check all part numbers before submitting