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Claims - Searching for a Claim
Claims - Searching for a Claim
Ted Greenly avatar
Written by Ted Greenly
Updated over a year ago

Overview:

The Search page offers the tools to help locate an individual or group of claims. A Claims search uses several identifiers that are common to all claims. The identifiers allow the investigation to be precise and locate a single claim or to be more open, yielding results with more than one claim.

Navigating to Search Page:

Open the search page by first clicking on the Claims option from the main menu. Once the Claims menu appears, click on Search.

Second Search Tool:

ServicePower HUB also provides a second smaller search tool located on the Claims List page just above the listed claims. This search tool allows for a query of all claims with the same Status Code and by Claims Completion date or date range.

How to search for a Claim:

The search page supplies ten fields to help locate an individual or a group of claims. The definition and how to use each area can be found below the image.

Search Fields Definitions

Chart 1

Users can use as many or as few of the search fields listed in chart 1 when performing a search. The more fields filled out will yield a more targeted search with fewer results displayed.

Definition

How to Use

Manufacturer:

The name of the manufacturer to which the claim is directed is based on the appliance that was worked on.

  1. Click the drop-down arrow in the manufacturer text box.

  2. Locate the desired manufacturer name.

  3. Click the name to populate it in the field box

Address:

The address of the job site in which work was performed.

  1. Click inside the text field labeled Address.

  2. Enter the building number and street name of the job site

  3. It is not required to enter the city, state, or zip code.

Dispatch Number:

The number assigned to the Dispatch request that can be associated with the claim being searched for or created.

Dispatch Number can apply to more than one Claim.

  1. Click inside the data entry field

  2. Locate the number found in the dispatch ticket and enter it in the data field.

Chart 2:

The two fields in Chart 2 are pre-populated with the system defaults and are the only required fields for a search. Both fields are set to default when first accessing the search page. Both fields can either be left as they are or changed to suit the search conditions.

These fields also comprise the condensed search tool found on the list page.

Status:

All claims must fall into one of nine Statuses, with each status depicting the current state of a Claim.

Statuses are defined by a single letter code for quick identification. *See Status Code Key and Definition section on the Claims-Status page)

Default Setting:

The status field has a default value of (I) or Incomplete when searching for a claim.

  • (NOTE: The Status Field from the Search and List pages contains the value 'Any Status.' This value is used exclusively for searching Claims.

  1. Searching for a claim by status, click the arrow inside the status field to reveal the expanded status options.

  2. Locate the status that best matches the current state of the claim.

  3. Click the Status to lock it into place.

  4. Select the value' Any Status' to search claims with any status.

Completion Date:

This field specifies the date or date range to search for completed Claims.

When inputting the search by dates, the box on the left represents the 'Search from.' The date entered in this box is the date HUB will begin the search from.

The box on the right is the search until box. HUB will continue searching Claim records up to and including this date.

Default Settings:

By default, the dates entered in the box is a 60 days range, from the date of the search.

  1. Start by clicking inside the box on the left to specify a date range.

  2. Enter the date HUB should begin its search.

    1. (NOTE: This should be the earliest date of the search)

  3. Click inside the second box or the box on the right and enter the date HUB should stop searching Claims.

    1. (NOTE: This should be the latest date of the search.)

  4. To search for a 24-hour period, use the same date in both fields.

Chart 3:

The remaining 5 fields help to pinpoint claims relating to appliances and customers. To ensure the best search results, it is recommended that only one of these 5 fields be used.

Claim Number:

This is the unique number assigned to a specific claim. Claim numbers are assigned by the creating user.

(NOTE: This field is for locating a specific claim. If the entered number exists, the search results will only display that claim. Searching for a range of claims using Claims number is not supported.)

  1. Click inside the Claims Number box to begin.

  2. Enter the unique number assigned to the claim at its creation.

Last Name:

The surname of the individual who submitted a service request and whose appliances had the work performed.

  1. Click inside the Last Name box to begin.

  2. Enter the last name of the individual who requested the service.

Serial Number:

The serial number assigned to the appliance which was serviced. Running this for the search will pull all Claims in which the serial number entered has been serviced.

  1. To begin a search using Serial Number, click inside the text field

  2. Enter the serial number of the appliance

Model Number:

Similar to the Serial Number, use the model number of the appliances serviced during the original service request.

  1. Click inside the Model Number field box to begin a search by model Number.

  2. Enter the model number of the device serviced.

Authorization/Call Number:

This is the assigned number to the authorization call request created after the initial assessment of the requested job had been completed.

An Authorization request is created after servicers have completed an initial assessment of the customer-requested job. An Authorization call request is created for things such as additional mileage, labor, or parts and requires approval to be granted.

Not all Claims will include an Authorization call number.

  1. To begin, click inside the Authorization Call No. box

  2. Enter the assigned authorization number

(NOTE: Similar to claims no., Authorization Call no. can only be searched for one at a time.)

Running the Search

Search Button:

Once all fields have been entered with the desired search parameters, click on the green Search button at the bottom of the search box. The page will refresh and re-direct to the Claims list page, displaying a filtered view of all claims matching the search terms.

TIPS and TRICKS:

  1. A search can be run using as few or as many claim attributes as desired. Opening the search window and clicking search without entering any terms in the fields will include all Claims with status (I) - incomplete going back 30 days from the date the search is performed.

  2. Clicking on the green question mark next to the page title will open a help screen on how to use Search.

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