Ise repair rejections

[eastlmark]

Certainly didnt expect this, 2 rejections arrived today.what happened to trusting our opinions whether a call is chargeable or not? Certainly wont be busting a gut to give preference to ISE customers anymore.
1st job rejected because fault reported and printed on the job sheet was incorrect and not related to the actual fault, 2nd is the one I documented in the forums (here) where the customer cleaned his filter but failed to re set the program, yes will look out for this one on the phones from now on but it was a new one on me and took a while for even me to figure it out. Off on hols tonight so wont get returned for a week or so.

[kwatt]

Re: Ise repair rejections

We’ve been getting more and more grief about them Mark from the insurer ever since the tail end of last year. 🙁

Basically we’re getting asked more and more about why the fault reported and the fault repaired are different, to be blunt, they’re looking for fraudulent claims and simply asking for a reason. Given some of the “information” that we get back I can’t say I’m terribly surprised by some being sent back with requests for more info.

The NFF ones have been a bone of contention between us and the insurer. They will accept them, but not in every instance and they tend to take the view that if the machine is over a few months old then it’s chargeable to the customer.

Unless of course you can justify it with an explanation. Just writing on that there was NFF and you cleared the pump or whatever will likely get it rejected if the machine is more than a few weeks old.

If we take the call we ask before we ask anyone to go every time.

K.

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