After you have logged in to the system, click on Warranty Claims. You will need to “Accept” the terms in order to go any further. Doing so will bring you to this point.
To start a new claim –
- Type in complete VIN and click search.
- Type in the Last 8 of the VIN and click search
For motorized units, you can search by chassis vin or Forest River vin.
To work on an existing claim (started but not submitted) – Click on “Working Claims”
To view finished claims (submitted) – Click the “Submitted Claims”. Please note you cannot make any changes to the claims once they have been finalized.
After searching the VIN, this screen will come up. The system will list the unit information and selling dealer information. When searching by the last 8 of the VIN, it is possible to get more than one VIN number. If this happens, click select next to the correct VIN number. If everything is correct, click “Start New Claim”.
If this is not the correct VIN, enter a new VIN number and click the Search button again.
Once you have accepted the VIN, the retail information will pull up at the bottom of the screen.
1.) If the unit is listed as stock in Forest River's database, the boxes will state “not available”.
2.) To make changes (i.e. update address or correct spelling) to customer information, please click the “Update Retail” button. See page 5 of the manual for instructions.
3.) If all information listed is correct, please click the “Continue” button.
After clicking the “Continue” button, double-check the retail information. If everything is correct, click the “Continue” button again.
If you need to make any changes to the retail information, click the “Back” button. Then click the “Retail Update” button and follow the directions listed on page 5 of the manual.
If the retail information needs to be updated, please make changes in the section titled “Update Customer Info” and then click the “Continue” button. This does not change the information in Forest River's database but notifies us that changes have been made.
Please fax the registration card to 800-430-0541 so that we can get our system updated. If we do not receive the registration card or bill of sale by fax or mail, your claim will be denied.
After you have completed the VIN search and retail section, you are ready to start your claim.
Enter your repair dates (00/00/0000). If this claim is for prior authorization, you can leave this section blank until you have finish the repairs.
For Motorized units – Enter in Mileage. If non-motorized, just leave blank.
Complaint, Customer States box - Enter a brief description of the problem then click “Insert Claim Line” button. (255 character limit)
A line code will come up after you click insert and the complaint box will clear out. You can continue to enter up to 10 complaints. When you are finished entering all the complaints for you claim, click on View to the right of the line. This will take you to the next screen so you can enter your repair codes, labor time, parts/freight, and request authorization.
If your repair involves an appliance or awning, please be sure to fill in the Brand, Model, Serial, &/or Product section. Forest River must have this information in order to process your claim. This is not for unit information.
If you know the repair code you need to use, you can type it in the box. To search for a repair code, click the “Search Code” button. This will take you in to the Forest River Flat Rate Manual. Once you have found the code needed, click Select, which will be to the left of the code. If you click the code itself, you will go to a new screen that tells you if parts need to be returned or if it is a PAR code.
After selecting your code, you will come right back to this screen and the Flat Hrs and Req. Hrs will be filled in with flat rate times. Tab through to the Req. Hours. If you need more than flat rate, change the time listed in Req. Hrs. If the time requested is equal to or less than what flat rate allows, a box will come up asking if you are ok with the times. If yes, click yes and the system will give you a autho status of FlatRate Time. See Page 10 of the manual for pictures of screens. If you need to change the hours, click no.
Next you can enter additional information in the “Additional Labor Information” box. (150 character limit)
Continued on Next Page
Then click the “Request Authorization” button for any line that may require auth from you warranty rep.
Please note, if you have a pre-existing autho (received by email, fax or phone), you must submit the repairs on a paper claim. The warranty reps cannot override existing authorizations with online authorization.
There are four different autho statuses’ you can have on your claim.
Requested – Means you have sent the request to the warranty rep and you are now waiting for a response.
Approved – Authorization for repair has been approved and you can continue with your claim. The warranty rep, prior to approval, may have adjusted your time.
Under Review – This means the warranty rep has looked at your request but needs some additional information in order to approve. To see what information the warranty rep has requested from you, click on View to open that repair line. At the bottom of the next screen, you will have a new button titled “Autho Status and Notes”. Click this button and under Status Notes will be information from the warranty rep. If they need additional labor information, click the button at the bottom of the screen titled “Add Notes”. Type in your information and click “Insert”. To get back to your claim click the “Back” button and then “Return to Claim” on the next screen. You will then need to request authorization again in order to submit the new information. Click the “Request Authorization” button.
Denied – Authorization for repairs has been denied. You will not be able to submit this portion of your claim.
If you have pictures that need to be sent with the claim, click the “Upload Files” button. Please be sure to change the line code to match the line you want to attach the picture(s) to. Then click the “Browse” button to search your system for the file you want to attach. You can attach five (5) files before clicking the “Upload Files” button on this screen. If you need to attach more, just open the window again and follow the same steps. You can view the attachments by going back to the fist screen of your claim (where you entered the complaint information) and clicking the button at the bottom titled “View Uploaded Images”.
Once you have completed your labor information, click on the “Parts & Sublet” button in the lower left side of the screen. (Recommend entering all labor information for each line of your claim before starting the parts/freight section. There will be pop ups when you are finished with this section.)
Code – change to match the line you are working on
Type – change to part, freight, or sublet depending on which you need.
Qty – Quantity
Description – brief description of part, incoming freight or out going freight
$ Each – Amount you are charging back to Forest River for part/freight/sublet (if you have entered feet or inches in the Qty field…please put cost per foot/inch. The system will multiple Qty by $$$)
After you have entered all parts/freight/sublet, click the save button. Two new windows will come up. If pop up blockers have not been turned off for Forest River’s website, you will not get these screens and will be stuck in the parts section.
The first screen is for Part Return tags. Depending on the repair codes you have used, if a part is to be returned, this screen will have a tag that will need to be printed out. Attach the tag to the part and send back to the correct Forest River location for the unit you are working on. The part tag will have all the information needed so you will not need to send a copy of the claim. If parts are not received within 10 days of receipt of claim by Forest River, the repair line containing that part will be denied. If the screen comes up blank like above, just close the window, there are no parts to be sent back.
The second screen is an information page letting you know that we need copies of all receipts over $50.00. You can either scan them in and attach them to your claim or you can print out the cover sheets (pages 2-4 of this screen) and fax them in to the correct division. If you do not need any of these pages, just close the screen. Please note, we only need receipts if you purchased the part outside of Forest River. We do not need copies of Forest River parts invoices.
You will now be directed back to the screen where you entered you labor codes. If you have not clicked the “Request Authorization” button, please do so at this time. Otherwise, click the “Save Button” in the lower right hand corner.
To submit the claim to Forest River for processing –
First double-check that you have an Approved/Flatrate Time autho status for every line. Any line with out an autho status will be left behind when you submit the claim.
Second click the “Submit” button. If you do not submit the claim, Forest River will not receive it for processing and it will stay in your working claims list.
Click the “I Agree” to submit for payment.
Your claim will now move from the “working claims” list to the “submitted claims” list and no changes can be made. If you stop working on your claim and close out of the system at anytime before this point, the system will automatically save the information. You can then find the claim in the “working claims” list.
Forest River is not responsible for compatibility issues between dealer systems and Forest River online system. i.e. phone connection, internet connection, computer capabilities. Forest River recommends that if questions of compatibility occur, that your internal IT staff or ISP be consulted immediately.