2.5.2 Claim Submission – Vehicle Loss and Damage (Destination Dealers) (Not applicable)

SECTION 2 CARRIER DROP-OFF & NEW CAR DELIVERY

2.2 TRANSIT DAMAGE OR LOSS

2.5.2 Claim Submission – Vehicle Loss and Damage (Destination Dealers)

Loss and Damage claims are used to request payment for vehicle loss and damage that occurred during delivery of the vehicle to the Dealership, and the loss and damage was noted on the delivery document (Bill of Lading/Delivery Receipt/ VSR /EPOD). After documenting in-transit loss and damage to a new vehicle, complete the repairs necessary to restore the vehicle to a new vehicle condition. Transit Damage repairs may require SERVIS2 Prior Approval. It is the Dealer's responsibility to ensure that they have provided sufficient documentation to successfully obtain the SERVIS2 Prior Approval (if required) before carrying out the repair. Repairs commenced without SERVIS2 Prior Approval being granted will not be claimable. Follow the Receiving and Inspecting New Vehicles guidelines outlined in this Section.

Loss and Damage claims should be submitted immediately upon completion of the repair. To assist Claims assessing, attach supporting documentation to the claim at the time of submission. If the repair cannot be completed within specific "Submission Time Limit" due to part availability, Dealer should contact Warranty Helpdesk for assistance. OWS / SERVIS2 will reject/deny claims beyond submission time limit automatically, refer to Submission Time Limits. Ford and the Carrier will not accept any liability for these claims if they can't be collected because the Dealer did not file the claims timely. Repairs returned for correction, completion, or additional information should be resubmitted as per submission time limit.

ALL Transit Damage claims, regardless of the value, will require attaching the supporting documentation to the claim. To assist claims assessing, OWS will automatically return the claim for Dealer Action Required. This will allow the Dealer to attach the required supporting documents into OWS. Use the attachment guidelines listed below to attach supporting documents to the claim:

All claims must include the following supporting documents / evidence:

Bill of Lading/Delivery Receipt/ VSR
Claim should have a valid Prior Approval (where applicable)
Final RO that includes the breakdown of parts, labour, and hours
Detailed sublet invoice (where applicable)
Photos of any damage noted, including a measuring ruler if needed for repairs specifying a size requirement (this is mandatory)

Claims for Subject To Inspection (STI) deliveries must include a copy of the Letter of Notification that was sent to the Carrier (must have date and time stamp)
Claims for concealed/hidden damage must include the following documents:

Copy of the Letter of Notification that was sent to the Carrier (must have date and time stamp)
Digital Images of the damage in question

IMPORTANT: Claims with errors or omissions of supporting documentation will be subject to chargeback.

NOTE: Dealers who submit repairs directly to the Carrier may not file Loss and Damage claims and should not follow the claiming instructions outlined above.