In this blog, we’ll walk you through our entire warranty process for RV repairs, from the initial call to the final payment confirmation. Here are the steps we’ll cover:
Knowing Your Rig & Initial Call
The Diagnostic Appointment
Preparing the Estimate
Submitting the Estimate to Warranty
What Affects Warranty Approval
Owner Approval and Next Steps
The Repair Appointment & Potential Challenges
Submitting the Invoice & Receiving Payment
Filing an insurance or warranty claim can feel overwhelming, especially when you’re already dealing with a big issue. Maybe a hailstorm left you wondering about insurance coverage for a roof replacement. Or perhaps your fridge decided to quit, or your slide-out makes an unsettling noise. Whatever the case, Suite Wheels RV is here to take the stress off your plate and help you navigate the process with confidence.
We’re happy to assist in exploring your coverage options and getting things back on track. Before we jump into how we handle warranty and insurance claims, here are a few helpful details to know upfront:
We follow the approval process outlined by your insurance or warranty provider to ensure the best possible coverage.
When handling warranty or insurance claims, we adjust our labor rates to account for the extra administrative work involved. Flat-rate services still apply, and a filing fee (owner responsibility) is required to initiate the claim process.
You’ll find additional warranty and insurance disclaimers included on your estimates and invoices, or we’re happy to provide them upon request.
Now that you know the basics, let’s dive into how Suite Wheels RV makes the warranty and insurance claim process as smooth as possible for you.
Knowing Your Rig
The first step is recognizing when something isn’t working properly. Knowing your rig is key, whether it’s a system malfunction or an unexpected issue.
When you call Suite Wheels RV to schedule repairs, you might already know that you’d like to process the claim through your warranty or insurance. If that’s the case, having your policy information handy when booking your diagnostic appointment is helpful. During the call, we’ll briefly discuss the issue, explain our claims process, and collect a deposit to secure your appointment.
Before your diagnostic visit, we take the extra step of contacting your warranty provider to confirm any specific requirements they may have for processing the claim. This proactive approach helps minimize the need for return trips and ensures we’re prepared to move things along as smoothly as possible.
The Diagnostic Appointment
During the diagnostic appointment, our technician will assess the issue(s) you’re facing with your rig. Important tip: If you think of any other problems or abnormalities with your unit, now is the perfect time to bring them up! Once an estimate is submitted, warranty companies typically don’t allow additional issues to be added to the claim, so we want to ensure we have everything covered from the start.
At the appointment, the technician will diagnose the problem, gather part numbers, take measurements, and take pictures. This information is essential for submitting your claim and, in some cases, confirming the diagnosis with the manufacturer of the faulty product.
You won’t owe anything yet at this stage, but we will ask you to sign the invoice to acknowledge our terms moving forward. Once the technician submits their notes, our office staff will jump into action and begin preparing your estimate.
Creating the Estimate
Once the diagnosis is complete, we create an estimate based on the technician’s findings, part availability, and the estimated time required for the job—taking into account the unique features of your rig. This step can sometimes take a little longer than expected, especially if further confirmation is needed from the manufacturer.
For example, your third-party warranty might require us to confirm our diagnosis with Dometic regarding your air conditioner’s compressor readings. Or, if a newer version has superseded a part, we’ll need to verify the updated part number with the original equipment manufacturer (OEM).
Another factor that can impact the timeline is the layout of your rig. For instance, if your Schwintek slide-out mechanism needs replacing but is difficult to access from the interior, we may need to remove trim or even a door to complete the repair.
It’s also important to note that these factors—like accessing hard-to-reach parts or waiting on manufacturer confirmation—are not accounted for in the flat-rate chart that warranty companies use to determine coverage. Flat-rate times are based on time trials in an ideal setting, where tools are laid out, and no obstructions exist. Since we’re not always working in ideal conditions, our office staff builds extra time into the estimate to ensure it reflects what we realistically expect the job to take.
While this step can take some time, rest assured we’re working diligently to ensure everything is covered and ready to move forward.
Submitting the Estimate and Waiting for Approval
Once all the diagnostic notes are gathered and the estimate is complete, we’ll submit it to your warranty or insurance company. Keep in mind that each warranty or insurance provider operates a little differently. Some are strictly telecommunications-based and handle everything over the phone, while others prefer email. Many companies use a combination—starting the claim over the phone but requiring follow-up via email with a copy of the estimate and photos.
Regardless of the method, we hit pause once the estimate is submitted. We do not proceed with the repair until we receive warranty approval. If we proceed with this approval, we can avoid losing coverage on a potentially covered item, which we certainly want to avoid.
So, while the waiting period may feel like a pause, it’s an important step to ensure that everything is properly covered and that unexpected costs are avoided.
What Affects Warranty Approval?
Several factors influence whether a warranty claim will be approved. The most significant ones are:
Who are we processing the claim through
Your specific policy and its coverages
The issue at hand
Once the estimate is submitted, it may be sent to another level of claims for further approval. This could happen if the total cost of the job or a particular part requires extra review. Your warranty company may even contact you directly for additional questions about the cause or failure of the issue.
In some rare cases, the warranty provider may require a third-party adjuster (provided by them) to conduct an on-site verification of the claim. If this happens, the technician must return and perform the services again, which could lead to additional service calls and diagnostic fees—costs for which the owner may become responsible.
In our experience, it usually takes about a week to receive a determination from the warranty company. Each provider communicates their decision in different ways—whether verbally, via a generic email, a formal document, or a link.
If you are not directly involved in the warranty company's communications, we’ll do our best to keep you in the loop. We’ll send you the estimate, warranty coverage details, and your proposed responsibilities for approval. At this point, we pause and wait for further action.
Your digital approval is vital to ensuring we’re all on the same page before proceeding. While warranties often cover most mechanical failures, they may not cover diagnostic time, service calls, shop supplies, or taxes. Since this total could be your responsibility, we require your approval before ordering parts.
Now that we’re all on the same page, all questions have been answered, and your approval has been received, our office staff will order the parts. The end is in sight! Once we have accurate tracking information, we’ll contact you to schedule your repair appointment.
Understanding Parts and Supply Timelines
Remember a few important things when considering the parts involved in the warranty process. Most warranties require that exact parts be replaced, and they typically do not cover aftermarket alternatives.
While some OEM (Original Equipment Manufacturer) parts can be sourced through our distributors, others must come directly from the rig manufacturer. If that’s the case, it often leads to longer delays, as these parts may have specific lead times.
For larger or custom parts, the build and/or freight time typically ranges from 5 to 10 business days, which can add to the overall repair timeline.
The Repair Appointment and Potential Challenges
The technician will typically need to gather additional information at the repair appointment at the warranty company’s request. This may include photos of the completed work and the owner’s signature. As authorized by the warranty, the technician will also collect payment for your proposed responsibility.
However, unexpected roadblocks sometimes occur, and we need additional time to resolve the issue. For example, in some cases, the warranty may authorize the replacement of a part as a form of diagnosis, but if that doesn’t fix the problem, we essentially start from square one. In this situation, we’d need to wait for further approval or direction from the warranty company.
If this happens, the technician will notify you during your appointment, and we’ll continue to update you as we work with the warranty provider. Please note that additional overages or supplemental charges may apply due to unforeseen circumstances and could be the owner's responsibility if the warranty or insurance doesn’t cover them.
Once the repair is completed, we’ll submit the signed invoice and any specially requested information to the warranty company for payment. After the warranty company processes their payment (matching the authorization amount), you will receive a final confirmation of the completed payment.
Wrapping It Up
The warranty process can sometimes feel like a lengthy journey, but our team is here to guide you every step of the way. From the initial diagnosis to the final repair, we aim to ensure that your experience is as smooth and stress-free as possible. If you ever have questions or need updates, don’t hesitate to reach out. We’re always happy to keep you in the loop!
Thank you for trusting Suite Wheels RV with your warranty claims and repairs. We look forward to helping you get back on the road with confidence.
Comments