Modifying a Special Authorization

Topics:

• If a company already has a special authorization and changes are needed, what is the process?
• Will a Premier Service Partner (PP) get the updated authorization report?
• If a special authorization is assigned to the wrong serial number, how is that corrected?
• Can the special authorization be updated to a different Factory Certified Service Company?

Answer:

• Special Authorization cases created before July 9, 2024, cannot be modified. 
  • Cancel the case and create a new special authorization.
• Modified Special Authorizations work much like a new authorization. For Special Authorizations created on or after July 9, 2024:
  1. Update the existing authorization as long as the claim has not been submitted for payment.
  2. Reactivate Case.
  3. Click Special Authorization.
  4. Click Edit in the app.
  5. Make any requested changes.
  6. Click Validate/Calculate Coverage.
  7. Re-email SA to FCS.
  8. Note the reason for the update.
     • If an authorization changes after its creation date, the update is sent to ServiceBench that night and the claim is processed as early as the following day.
     • The updated authorization is also sent to Premiere Service Partners again on their hourly report, so there is no need to call and notify them of the change.
  9. Call all other Service Partners to notify them of the change.
  10. If the authorization is assigned to the wrong serial number, select the correct serial number on the Case and save the Case. The update will be sent to ServiceBench that night.
      • Contact information is populated from the Primary Contact assigned to the Household Account.
  11. If requesting that service contact the customer to schedule and the contact information is different from the primary contact, enter a special note.
  12. If needed, the authorization can be changed to a different FCS. Change the FCS name on the Case and update the SA.
  13. Save. 
  14. Resolve Case.
  15. If the authorization needs to be canceled, Cancel Case.

If FCS requests a change to a Special Authorization after the claim has been paid:

1. Change the authorization, noting the change, and the reason for the change. (Forgot to add parts, forgot to request double labor or mileage, etc.)
2. Transfer the Service Partner to Field Partner Support.

See also, Special Authorization Use.