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Warranty Fraud Management by Maximilian Kammerer, D. N. Prabhakar Murthy, Ilkka Töyrylä, Matti Kurvinen

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Appendix A

Detailed Claim Data

This appendix describes detailed list of data fields to be included in warranty service claim reporting and the reason why each field is needed. Not all of these fields are needed in every company, as the need for claim reporting varies across industries and, for example, due to differences in warranty policies. Also, additional data fields may be needed in some companies due to company-specific requirements.

  1. Serial numberUnique identifier of the product item. Key information for determining warranty and repair warranty status, preventing fictitious claims, and deriving other information about the item from warranty provider's own databases. If products are lot numbered, lot number is reported instead of the serial number.
  2. Product type or modelIf a product in question is not serial numbered, the product ID is the second best alternative to obtain information about the product. It allows warranty providers to derive information about product's configuration and possible repair activities, for example. However, warranty status cannot be validated and fictitious claims cannot be determined with product ID. This is unnecessary information if unique serial numbers are in use and product ID can be derived through serial number. However, in some companies, product ID and serial number together form a unique ID.
  3. Customer ID or customer name and contact informationThis information allows the customer to be identified, contacted for verification purposes ...

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