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Reporting Liability Claims Memo

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  • Best practice for servicers to report liability claims
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Answer:

Reporting Liability Claims Memo - 9.12.2018

In our daily work, we have all experienced accidents and part failures that result in liability claims made against Sub-Zero Group, Inc. This memorandum is to provide general guidance for preserving evidence, collecting information, and submitting your findings to Sub-Zero Group, Inc.

Report any failure resulting in a water leak, property damage, or personal injury.

Two Basic Claim Categories: Property Damage and Personal Injury

What is needed from you:

  • Take pictures or video of the failed component and damage if visible.
  • Clearly document your findings and your conversations.
  • Never tell a customer you have run into this situation before.
  • Never tell a customer we will cover the damages.
  • Do not discard any part or component that may have caused or may be related to the damages (regardless of the age of the appliance).
  • If the customer demands to keep the part, have them sign the invoice stating they kept it.
  • If the customer does not indicate they want to pursue a claim, we still need to follow the steps above.

Submitting information to Sub-Zero Group, Inc.:

Once all the information requested above has been collected, submit your report with supporting photos and video to [email protected]. If you have collected parts, state that in the email and Sub-Zero Group, Inc. will send you a prepaid return label.

Point of contact for liability claims and for questions relating to liability claims are:

  • Michelle Disch, Senior Liability Claim Coordinator (608) 204-6450
  • Annette DeChant, Liability Claims Coordinator (866) 643-6408

Note: Copy your regional Field Service Manager on all communications.

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