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Solahart Hot Water Claims
Q: Where do I enter Handling Fee, Freight or Certificate of Compliance fee applicable for Hot Water claims?
A: Go to “Other Charges” section on page “Step 2 of 3 Materials & Labour”
Q: Why is there no status bar indicator at top of the page after “Submitted” for Hot Water claim?
A: Follow up for Hot Water claim after Submitted status will be by phone and or email
Q: How do I ensure Hot Water 3rd Party Part Appliance details are entered correctly?A: Start by entering “Appliance No” in Appliances section, then hit “Tab” on the keyboard to get to “Qty” in the next data column. Continue filling data in each column until the last column “Total Price (ex-GST)” is calculated automatically
Solahart PV Claims
Q: How do I enter the Certificate of Electrical Safety Compliance fee for PV warranty claims?
A: In Step 2 of 3 on the warranty claim, go to “Additional Charges”, enter the document name & upload the PDF or JPG certificate.
Q: What is the “Discussion” Field in the middle RHS of the claim used for.
A: This is a free text field and contains details on why the claim has been escalated or may require further dealer action before the claims can be processed.
Also, you can enter any specific information, discussion or communication you would like to provide for the current PV warranty claim. Discussion details will also be recorded on the warranty claim for future reference.
Q: What is the “Additional Supporting Info” section @ the bottom of Step 2 of 3?
A: “Additional Supporting Info” section @ the bottom of Step 2 of 3 is for you to attach any additional supporting documents, emails, reports or conditional site visits that you have not already uploaded on the warranty claim and may be required to support the PV claim.
General
Q: Why are all the fields greyed out that I can’t make changes before submission?
A: Claim is locked when it is in “Completed” status (green status bar indicator at top of the page). You need to unlock by clicking on “Re-Open Claim” if you wish to make changes
Q: Do I to enter “Total Travel” as actual km from Dealership to installation site?
A: Yes. Enter actual “Total Travel” km and App will automatically calculate the correct distance and apply $ travel rate
Q: Why do I have to click the “Verify Claim” button before the claim can be submitted?
A: “Verify Claim” trigger the system to run various checks and will give error pop-up message if there are potentially missing or incorrect information before claim is submitted. This also includes synchronise your claim with the latest published labour schedule rate and part prices in case there has been changes since the claim was first created.
Q: Why is there a “Processing” and “Approval” Status Bar for PV warranty claims?
A: All PV warranty claims will be processed and approved via the App. You will be able to see the status of your claim throughout the warranty claims reimbursement process.
Q: What does the status “Processing” on my PV claim indicate?
A: “Processing” indicates that your PV warranty claim has been evaluated and approved by Solahart to be processed without any further action required
Q: What does the status “Approved” on my PV claim indicate?A: “Approved” indicates that your PV warranty claim has been Processed and submitted to Rheem finance to be paid to your nominated Bank account.