Liability or Damage Claim Process

Topics:

• Water damage, mold
• Fire, soot, smoke
• Owner, family member, builder, installer, guest in home burned, cut, injured
• Refrigerator or freezer saturated insulation and cannot be repaired; product must be replaced
• Customer reports damage to home or personal property or bodily injury due to problem with a product
• Door fell off and caused damage
• How to handle liability calls

Answer:

If any of the above happened and all the customer is requesting is a service provider, document the details they provided. Offer to contact Factory Certified Service for them to arrange for a service appointment.

• Saturated insulation calls will only be referred to Liability when the customer is stating they are holding Sub-Zero responsible for damage caused by it. Please refer to Saturated Insulation for more information.
• Servicers need to follow the steps detailed in Reporting Liability Claims Memo.

If there is damage or injury and the customer wants to speak to someone about it, create a case and email it to Liability as follows:

1. Case Title: Current Product Issue.
2. Origin: Select from dropdown.
3. Case Type: Liability.
4. Case Sub Type: Select from the dropdown.
   1. Bodily Injury
   2. Lawsuit
   3. Property Damage
   4. Stolen Unit 
5. Description: Document clear, detailed information provided regarding the situation, using verbiage such as "Customer stated," or "Customer reports."
   • Example: “Customer stated their kitchen floors and undercounter cabinets were water damaged. Reported their refrigerator leaking was the cause. Call transferred to the claims department for service and handling. Instructed to turn off ice maker and house water supply.”
6. Click Save.
7. From Case Timeline, use + Escalation to escalate the case to Liability Team Email.
8. Do NOT Resolve Case. 
   • Liability Team will document and will close.
   • Status: In Progress
9. Assure the customer that someone will follow up within 2 business days.
   • We do not offer extensions to this timeframe if the customer states they will be unavailable during that time. Advise a message will be left with contact information.

Notes:

• If the customer is demanding to speak with someone immediately, do a warm transfer (announce the call before transferring) to Michelle Disch. If Michelle is out of the office, warm transfer the caller to Annette DeChant or Marsha Greenwood. To get in touch via Teams, use the tag @liability. 
  
• For more information on Case Creation, refer to D365 Case Guide.