Liability or Damage Claim Process

Topics:

• Water damage, mold, fire claim
• Customer injury / product injury
• Appliance caused damage
• Liability case process
• Property damage from appliance
• Wine or food loss
• Saturated insulation issue, unable to repair

Answer:

When to Create a Liability Case

• If a customer reports damage or injury along with a product concern but is only requesting a service provider, follow:
  • How to Document Damage or Injury Report from Customer Who Only Requests Service
• If a customer reports damage or injury and explicitly states they are holding Sub-Zero Group, Inc. responsible, follow:
  • How to Document Damage or Injury Report from Customer Who Requests Compensation

Quick Reference Summary

• Service Only Request, Damage or Injury mentioned: Document and create FYI liability case
• Customer Indicates Sub-Zero, Wolf, Cove is Responsible for Damage or Injury: Refer to Liability
• Damage or Injury Compensation Request: Refer to Liability
• Active Liability Cases: Refer to Liability
• Wine Loss
• Food Loss
• Saturated Insulation

Issues NOT Handled by Liability

• Caller Registering a Stolen Product
• Damage Caused by Factory Certified Service
• Damage or Issues Caused by a Factory Certified Installer (FCI)
• Non-Repairable Units

Additional Resources

• Servicer Reporting Requirements: Reporting Liability Claims Memo
• Liability Case Management: How to Update and Maintain Liability Case Records
• D365 Case Guide.

For Urgent Situations (customer demanding to speak with someone immediately): 

• Perform a warm transfer (announce the call before transferring) to Michelle Disch
• If Michelle is not available, tag @liability in Teams to message Michelle Disch, Annette DeChant, and Marsha Greenwood