FAQ
Warranty administration, answered in one place
40 questions, including the ones about where our team is, what we are not certified for, and why you would take a chance on a company with no North American references. The answers here are the same ones on the pages they came from — nothing is softened for the hub.
Definition
What warranty administration actually is
Warranty claim administration is the back-office work of turning a completed repair order into a manufacturer warranty claim that gets paid: matching the failure to the correct part and defect codes, assembling the evidence the OEM programme requires, and submitting it inside the filing window. We do that work for equipment dealerships as an outsourced service — the dealer keeps the OEM relationship and the portal login, and we do the paperwork. The manufacturer still decides what is paid. We are not an insurer, an extended warranty provider, or a claims adjuster, and we hold no OEM authorization.
The basics
What does an outsourced warranty clerk actually do?
The same work an in-house warranty clerk does, minus the seat. Reads the closed repair order, works out which failure the manufacturer is being asked to pay for, maps it to the right part and defect codes, assembles the evidence the programme expects to see, and gets the claim submitted inside the window. The difference is not the task; it is that the task stops competing with a dispatch board for someone’s attention.
How is this different from hiring a warranty clerk?
A clerk is a fixed cost against a variable workload, and in seasonal trades the workload is very variable indeed. You staff for the peak and carry the seat through the trough, or you staff for the average and lose claims during the crush. The other difference is continuity: when a clerk leaves, the process leaves with them, because in most dealerships the process was never written down anywhere but in their head.
Do you work with dealerships outside the United States?
Yes. The contracting entity is registered in Missouri and most of our outreach is to US dealers, but we work with dealerships in Canada and the United Kingdom on the same terms. Our privacy policy covers UK GDPR and PIPEDA for exactly that reason.
How many stores do you need us to have?
None in particular. Pricing is set on the number of claims you file rather than the number of rooftops you have, because a two-store dealership filing sixty claims a month is more work than a five-store group filing twenty. Single-store dealerships are the size we are best set up for right now, and we would rather say that than pretend to enterprise capacity we do not have.
What we do and what we are not
What exactly do you do — are you an insurer or a warranty company?
Neither. We are outsourced back-office administration for your dealership. We prepare, document, and submit manufacturer warranty claims on your behalf. We do not sell warranties, we do not underwrite anything, and we do not adjust claims. The manufacturer decides what gets paid; our job is to make sure the paperwork gives them no reason to say no.
How does this work day to day?
You send us completed repair orders and supporting documentation. We prepare the claim, flag anything missing before it becomes a denial, and submit through your OEM programme. You get a weekly status on what is submitted, what is paid, and what needs a decision from you.
Who gets access to our OEM dealer portal?
Nobody but you. We do not ask for your portal credentials and we do not hold them. We prepare the claim from the repair order and supporting documentation you send us, and the submission is made through a screen-sharing session on your own machine, with your staff present and your login. Your dealer agreement with the manufacturer almost certainly restricts credential sharing, and this is how we work so that question never arises.
Where is your team?
The contracting entity is Rocky Solutions LLC in Missouri. The team that prepares your claims works from India, which is the reason claims closed Friday afternoon are in the portal before you open on Monday. We say so plainly on the about page rather than burying it.
What does it cost?
Ongoing warranty administration runs from $900 a month for up to 20 claims to $2,900 a month for up to 100, priced on claim volume rather than store count, with machine registration included at every tier. Denied-claim recovery is contingency: 20% of what is actually recovered, and no fee at all if nothing comes back. There is no setup fee and no minimum term. Every rate is published in full on our pricing page rather than quoted on the call.
You are new. Why would we take the risk?
You would be among our first North American accounts, and we price accordingly. The only claim history we own outright is our own dealership, and we publish it in full, including what it does not prove. If that is not enough for you yet, that is a reasonable position to take.
More on the homepage.
Working with us
How do we send you repair orders?
However is least disruptive to your service department — exported from your dealer management system, or shared from wherever the closed repair orders already live. There is nothing to install and no system to migrate to. Asking a service department to learn a new tool in order to stop doing paperwork would defeat the purpose.
How quickly can you start?
Within days rather than weeks, because there is no implementation. The first useful thing is usually a backlog of denials rather than live claims, since that costs you nothing and shows you the quality of the work on your own paperwork instead of our dealership’s.
What if we want to stop?
You stop. There is no minimum term, no setup fee to have wasted, and no notice period designed to keep you an extra quarter. Ask for your documentation back and we will return it and delete our copies.
Who is responsible if a claim is submitted wrong?
The claim is yours — it is submitted under your dealer agreement, through your login, by your staff. What we are responsible for is the preparation, and if we get that wrong you will hear it from us rather than from your manufacturer. We are not going to write a sentence here implying we assume liability we cannot assume; ask the question directly on the call and you will get the same answer with more detail.
Warranty administration
Do we have to change our dealer management system?
No. We work from what your system already produces — the closed repair order and the supporting documentation attached to it. There is nothing to install, migrate, or integrate, and no reason for a service department to learn a new tool in order to stop doing paperwork.
What happens when documentation is missing?
It comes back to you as a specific question while the machine and the technician are still reachable — not as a denial three weeks later. That is most of the value of having someone check a claim before it is submitted rather than after it is rejected. The list of what is missing is short and specific: a meter reading, a serial off the machine rather than the invoice, a photograph of the failed component.
Can you work alongside a warranty clerk we already employ?
Yes, and in larger stores that is usually the sensible shape. The clerk keeps the OEM relationship and the judgement calls; the preparation volume moves to us. It is also the arrangement that survives a resignation, because the process does not live only in one person any more.
How quickly do claims get prepared?
The team preparing your claims works from India, which is the mechanism behind a repair order closed on Friday afternoon being a prepared claim before your service drive opens on Monday. We state that plainly on our about page rather than burying it — the time difference is how the turnaround works, not a detail to hide.
More on warranty administration.
Denied-claim recovery
How old can a denied claim be?
It depends entirely on the programme — resubmission and appeal windows vary by manufacturer, and we will not quote you a number that we would then have to qualify. Send the pile. Part of what you get back is a straight answer about which of it is still live, and that answer costs you nothing.
What if you recover nothing?
Then you pay nothing. That is the whole point of pricing this on contingency rather than by the hour: the risk of being wrong about a pile of old denials belongs with the people claiming they can recover it, not with the dealership that already lost the money once.
Is this a good way to try you out?
It is the best one, and we say so on the call. It costs you nothing but the time to hand over the file, it shows you the quality of the work on your own claims rather than our dealership’s, and it does not require you to commit to a monthly rate before you have seen anything.
Do you handle claims that were never filed at all?
Yes, on the same terms. Unfiled and out-of-window claims are worked on contingency alongside denials. In seasonal trades the unfiled pile is often larger than the denied one, because the claims that never got written during the crush are invisible in a way denials are not.
More on denied-claim recovery.
Machine registration
Can you catch up registrations we already missed?
We can find them and tell you where you stand, which is worth doing regardless. Whether a late registration can still be filed is a programme question rather than one we can answer generically — manufacturers differ, and we would rather look at yours than give you a rule that turns out not to apply.
Does registration really affect warranty claims?
It affects whether a claim opens cleanly. A machine whose registration is missing or wrong invites a question about eligibility before anyone has looked at the failure, and that question arrives at the least convenient possible moment — years later, with a customer waiting and the paperwork trail cold.
Who does this today in most dealerships?
Whoever handed over the machine, usually, alongside six other things happening at delivery. That is not a criticism of anyone; it is a description of why it gets missed. The task is trivial and the moment it sits in is the worst possible one for a trivial administrative task.
More on machine registration.
Warranty audit preparation
We have an audit letter already. Can you help?
Bring it to the call and be honest with us about the state of the documentation. What we can do for an audit already underway is narrower than what we can do for one that has not happened, and we will tell you which situation you are in rather than sell you the wider service. If the answer is that you need someone other than us, we will say so.
Does outsourcing preparation create audit risk?
It reduces the most common source of it, which is inconsistency. The claims are submitted through your own login by your own staff, the evidence is retained in one shape rather than several, and the standard does not change when a member of your team leaves. What outsourcing does not do is transfer responsibility — the claims remain yours, and we would be misrepresenting the arrangement if we suggested otherwise.
What documentation should we be keeping?
What each programme requires, which varies, and more of it than feels necessary at the time. The general shape is stable across manufacturers — the causal part identified, evidence of the failure, the meter reading, the serial taken from the machine, and a jobcard trail that ties them together. The specifics belong to your dealer policy manual, and we would rather read yours than generalise about it.
More on warranty audit preparation.
Agricultural equipment
Do you understand agricultural warranty claims specifically?
Yes, and it is the only trade where we can say that from the dealer side rather than from research. Our founder owns Sri Manikanta Swamy Agri Farm, an authorized Kubota tractor and harvester dealership, and has prepared and filed these claims himself. The five-claim history we publish on our homepage is agricultural — tractors and a harvester. It is a small sample from our own dealership, not a client reference, and we say so on the page.
Can you absorb harvest-season volume?
That is the case this service is built for. Claim volume in agriculture is seasonal and staffing for the peak is what makes an in-house warranty seat expensive. Work moves to us when the shop is buried and back down when it is not, and the monthly rate is set on the claims you actually file rather than on a headcount you have to carry through the off-season.
What about claims we never filed from last season?
Hand them over. Unfiled and out-of-window claims are worked on contingency — 20% of what is actually recovered, and nothing at all if nothing comes back. That is the whole point of pricing it that way: a backlog needs no budget approval, and if we are wrong about what is recoverable, the loss is ours.
More on agricultural equipment.
Construction equipment
We run mixed brands. Is that a problem?
No. A construction service department carrying three or four manufacturer programmes is the normal case, not the exception. Each programme has its own portal, its own documentation expectations, and its own submission process; working to each of them in turn is the job. You keep one point of contact on our side rather than one per brand.
How do you handle machines that have been on rent?
By assembling the history before the claim is written rather than after it is questioned. Rental units change sites, contracts, and hour readings quickly, and the trail a manufacturer wants to see usually sits across a rental contract, a delivery ticket, and a service record that were never filed together. We put them in one order the approver can follow.
Do you need access to our OEM dealer portal?
No. We do not ask for your portal credentials and we do not hold them. We prepare the claim from the repair order and supporting documentation you send us, and the submission is made through a screen-sharing session on your own machine, with your staff present and your login. Your dealer agreement almost certainly restricts credential sharing, and this is how we work so the question never arises.
More on construction equipment.
HVAC contractors
Our claims are small. Is outsourcing them worth it?
That depends on your job count rather than your claim value, and job count is the thing HVAC contractors have. The monthly rate is priced on claims filed — from $900 a month for up to 20 up to $2,900 for up to 100 — so the arithmetic is straightforward to run against the value of the claims you are currently not writing. If it does not clear, we will say so on the call.
Can you handle equipment registration as well as claims?
Yes, and at every tier it is included rather than billed separately. Registration filed inside the manufacturer window is what protects the term the homeowner was sold, and unregistered equipment is the kind of problem that surfaces years later with the contractor in the middle of it.
Do you work with HVAC distributors or only manufacturers?
We prepare and submit claims through whatever programme and channel your warranty runs through, including where that is a distributor rather than the manufacturer directly. What we do not do is decide what is owed — that is the programme’s call, not ours. Bring your last few denials to the call and we will tell you what we would have filed differently.
More on hvac contractors.
RV dealers
Can you deal with chassis, coach, and appliance warranties separately?
Yes — treating them separately is the actual work. One customer complaint on an RV can generate three claims to three different parties, and the most common administrative loss in this trade is a claim sent to whoever seemed obvious rather than to whoever owes it. We work out the responsible party at the repair order, then file to each programme on its own terms.
We have a backlog of component claims nobody chased. Can you take those?
Yes, and that is a good first job for us because it costs you nothing to try. Backlog and denied claims are worked on contingency: 20% of what is actually recovered, no fee if nothing is recovered, and no charge for the attempt. It is also the fastest way for you to see whether the work is any good before you commit to a monthly rate.
How quickly do claims get filed?
The team preparing your claims works from India, which is the reason a repair order closed on Friday afternoon is a prepared claim before your service drive opens on Monday. We say that plainly on our about page rather than burying it — the time difference is the mechanism, not a detail to hide.
More on rv dealers.
Not answered here
Ask the awkward one on the call
If the question you actually have is not on this page, it is probably the one worth asking. Bring a month of repair orders and your last few denials, and you will get a straight answer about what is recoverable — whether or not you hire us.