1.2.12 Work in Process Claims

SECTION 1 – DEALERSHIP ADMINISTRATION

Manual Review / Manual Adjudication indicates that a Ford claims assessor is reviewing the claim before it is paid.
Claims with higher repair cost or higher actual time hours are the most frequent reason for selecting claims for review.
Occasionally, a Ford claims assessor may request documentation, or may adjust values on a claim or remove certain parts and labour operations or miscellaneous expense items that are deemed inconsistent with Company policy or generally accepted repair practices. If there is a disagreement, dealers may submit an appeal via the OWS / SERVIS2 Claiming system within the appeal submission time limits.
Dealer Action Required / Dealer Info claim status means that one or more items on the claim cannot be processed by the OWS / SERVIS2 Claiming System. Rejection messages are sent back with the claim for dealer review and action to correct for Claim Processing.
Saved Incomplete status is shown if more time is needed by the dealership to verify information on a claim prior to first submission.
In Process claim has just been submitted and is still being evaluated by OWS / SERVIS2 processing.

NOTE:

Paid claim that is paid as requested.
Paid-Adjusted claim that is paid but the amount paid differs from what was requested by the dealer. The most common reason for a difference is the pricing of parts and labour by the OWS / SERVIS2 Claiming System. Occasionally, paid claims may be adjusted by a Ford claims assessor. When this happens, the reason for the adjustment will be included on the warranty claim which can be accessed via the Claim Status Report.
Denied claim has been reviewed by Ford and has been returned unpaid to the Dealer
Rejected claim is picked up by selections set up in the system, any rejected claim cannot be appealed.