Warranty Fraud Management

Glossary

Actor

A person, a company, or an organizational unit involved with fraudulent activities. Also called player, fraudster, perpetrator.

Analytical claim scoring

Scoring method indicating the likelihood of fraud of each service agent and claim.

Assisted self-service

A service approach where the service organization assists the customer to solve the issue.

Base warranty

Limited manufacturer warranty, provided by the manufacturer producing the product to the customer buying the product, as a part of the product sale.

Business-to-business

Business where the customer is a business entity.

Business-to-consumer

Business where the customer is an individual person.

Claim validation

Control done by warranty provider to verify validity of warranty service claims received from service agents and sales channel.

Cost per claim

Average cost per claim (Total repair, replacement, and refund cost /Total number of claims).

Cost per repair

Average cost per repair (Total repair cost/Total number of repairs).

Customer

Owner and often the user of the product (i.e., not distributor or retailer in this book).

Customer claim

Customer warranty claim.

Customer damage

A product failure caused by the customer, typically not covered by warranty.

Customer self-service

A service approach where customer solves an issue independently without raising a warranty claim.

Customer warranty claim

A claim from the customer to the warranty provider to fix a product issue under warranty. Also called ...