Recall claim review and approval use case

Use case scenarios demonstrate when and how to use the recall campaign application to review and approve the claims. It provides practical examples of common recall management situations.

Use case: Recall claim review and approval

Scenario

Angela, a recall claim agent at Alectri, needs to review and approve a recall claim submitted by dealer James Bennett. Recall claim reviewers face several challenges:

• Missing attachments and incomplete documentation delay approvals
• Incorrect labor codes and unclear parts usage require manual verification
• Fragmented systems require toggling between multiple platforms
• Lack of flexible approval options slows decision-making
• Manual approval amount entry increases errors and processing time
• Limited visibility into claim updates and dealer responses
• Missing audit trails complicate conformance and review tracking

Solution

Angela uses the FSM/CSM Workspace to review and approve the recall claim efficiently:

1. Opens the claim marked "Pending Review" with centralized visibility into all claim details
2. Reviews all line items including corrective actions, part numbers, labor hours, unit prices, quantities, and claimed amounts
3. Selects approval action from four options: Approve All, Reject All, Partially Approve, or Send Back with Comments
4. Approves valid items (Alectri Airbag Module) and rejects invalid items (labor for Brake Drum Replacement) using line-level adjudication
5. Sends claim back with comments requesting missing proof of service documentation
6. Receives updated claim after James adds new labor charges and supporting documents, then approves all line items

MCO automatically populates approved amounts, logs all actions in the activity stream, and notifies James in real time of review feedback and claim status.

Benefits

• Centralized visibility: Single workspace eliminates toggling between systems
• Structured validation: Detailed line item breakdown enables thorough cost evaluation
• Flexible decisions: Four approval options support precise claim adjudication
• Faster processing: Auto-populated approved amounts reduce manual effort
• Line-level control: Partial approval capability enables granular claim management
• Transparent feedback: Real-time notifications and comments improve dealer communication
• Compliance support: Activity stream provides comprehensive audit trail
• Reduced cycle time: Collaborative feedback loop minimizes delays and miscommunication

Outcome

Angela successfully reviews and approves the recall claim after James provides missing documentation. The line-level approval capability, automated amount population, and transparent feedback loop reduce processing time and improve decision accuracy, strengthening trust between Alectri and its dealer network.