A Member OEM has engaged MAPconnected to gather insights on members' current practices and future goals for enhancing warranty coverage accuracy.

Contribute to the survey and receive the final report! Deadline June 25th

Purpose:

There are events that determine whether a claim is warrantable or not. Events such as customer abuse, emissions tampering, unapproved calibrations, non-insurable and insurable incidents, incomplete repairs and so on. This survey aims to identify best practices and companies that leverage technology and systems to detect when these events occur, thereby improving the accuracy of warranty applicability.

Background:
An OEM has requested a survey of automotive, truck, agricultural, and construction OEMs to gather insights on current applications and future aspirations for improving the accuracy of making proper warranty coverage decisions.

Process:
We will begin by asking the appropriate personnel within each selected OEM to complete this short survey. The data will be compiled, and interested OEMs will be invited to an online benchmarking discussion to further explore insights and applications. All responses will remain anonymous, and participating OEMs will receive a complimentary copy of the final report

Definitions:

· Telematics Data – Data which is obtained directly from the vehicle through the cloud

· Session File Data – Data which obtained from the vehicle via a piece of equipment in the repair center which is plugged into the OBD port and transmitted

· Warranty Adjudication – When a claim is edited or processed by the OEM’s computer system after the dealer has submitted the claim

· Events - Customer abuse/neglect/lack of maintenance, incomplete repairs, unapproved calibrations, unapproved modifications, OEM vs. aftermarket Parts, and incidents like floods and accidents.

Question Title

* 1. To what extent does your company use telematics data in your warranty claim adjudication process? (check all that apply)

For each claim we look for corresponding telematics data and decision the claim accordingly

We occasionally use telematics data when we are reviewing a claim in manual claim review

We don’t use telematics data for warranty claim adjudication at this point, but plan to in the future

We don’t use telematics data for warranty claim adjudication nor do we plan to in the future

Other (please specify)

Question Title

* 2. If you as the OEM detect customer abuse, neglect, lack of maintenance, etc, do you inform the authorized warranty repair centers (dealers) (check all that apply)?

Yes, we include it in the vehicle history report

Yes, we flag it in our vehicle information system

No, presently we don’t capture this information

We presently don’t capture this information but would like to in the future

Other (please specify)

Question Title

* 3. Does your OEM have a process in place for when a dealership/authorized repair center (service advisor or technician) discovers tampering, abuse, or lack of maintenance which might impact the warrantability of a vehicle?

Yes, we have a documented process and our service agents are aware of the process

We handle each case on a case-by-case basis

We don’t have a documented process

Question Title

* 4. Does your OEM use telematics data or session file data to detect if vehicle tampering, unauthorized calibration, or other abuse events may have occurred?

Yes, we routinely scan telematics data and session file data to look for abuses

No, we don’t have a process in place

We presently don’t have a process in place, but are planning to in the future

Question Title

* 5. Does your OEM have a method, process or system where an authorized repair center/dealership can add components or accessories to the vehicle bill of materials? (check all that apply)

Yes, our repair centers have a method to modify the warranty start date

Yes, our repair centers have a method to add components to the bill of materials and it is routinely used

Yes, our repair centers have a method to add components to the bill of materials, but it is rarely used

No, our repair centers don’t have a method to add components to the bill of materials

Other (please specify)

Question Title

* 6. As an OEM, do you have the ability to track and identify repairs, changes or modifications to a vehicle? (check all that apply)

a. Yes we can identify software updates

b. Yes we can identify Bill of Material changes

c. Yes we can identify warranty repair history

d. Yes we can identify retail repair history

Other (please specify)

Question Title

* 7. Which of the following data elements does your company routinely use in your AUTOMATED warranty claim adjudication system to make decisions about the warrantability of a claim? (check all that apply)

Carfax data

Motor vehicle registration data (example: branded title)

Prior warranty repairs

Prior retail repair orders

Vehicle software changes

Bill of material changes

Insurance data

Other consumer events

Warranty part return analysis

Parts ordering data

We don’t use any of these in our automated warranty claim system

We plan to begin using this type of data in our warranty claim system

Question Title

* 8. Which of the following does your company routinely use in your MANUAL warranty claim review process to make decisions about the warrantability of a claim? (check all that apply)

Carfax data

Motor vehicle registration data (example: branded title)

Prior warranty repairs

Prior retail repair orders

Vehicle software changes

Bill of material changes

Insurance data

Other consumer events

We don’t use any of these in our manual claim review process

We plan to begin using this type of data in our manual claim review process

Question Title

* 9. Which of the following categories best describes your industry? (check all that apply)

Automotive car and light truck

Heavy truck

Agriculture

Construction

Motorcycle and Powersports

Vehicle components

Question Title

* 10. Would you like to participate in a benchmarking group to discuss these topics in more detail?

Yes – please include Your Name Below To Receive Report

Enter additional co-worker names/emails to participate in benchmark group