Chapters 8 and 9 discussed how the warranty provider can manage customer and service agent fraud. In this chapter, we focus on how the warranty provider can manage fraud resulting from the following three parties in the service chain:
Chapter 6 discussed the following methods used by the sales channel to defraud the warranty provider:
In the two first cases, the sales channel can also be acting as a service agent or in collusion with a service agent. Methods to detect and prevent these kinds of fraud were described in detail in Chapter 9.
In the following we discuss methods to detect and prevent sales channel fraud using the following elements from the warranty control framework.
Although the warranty provider's, or, more specifically, the manufacturer's, negotiating position with the sales channel may be weak, the warranty provider should have a set of rules in its contract with the sales channel to protect ...