Warranty Claim Handler — Demo

A fault covered by warranty comes in. The system routes it to the warranty company AND keeps the customer calm — automatically.

Step 1 · Customer reports a fault

From: David Chen <dchen88@email.com>

Subject: Gearbox problem - VW Golf DSG

Received: Tue 08:15

Morning, I bought the VW Golf DSG Automatic from you back in March (reg LP20 GHT). The gearbox has started jerking badly when changing gear and there's a grinding noise. I took out the extended warranty when I bought it. Can you sort this out please? It's not driveable really.

Thanks,
Dave

Step 2 · Auto-triage (instant)

Car identified

VW Golf DSG Auto · LP20 GHT

Sold

March (≈4 months ago)

Warranty

Extended warranty ACTIVE

Fault type

DSG gearbox — jerking + grinding (mechatronic/clutch)

Coverage check

Gearbox = covered component

Route

WARRANTY path — forward claim + reassure customer

Internal flag to you: This one isn't on you — it's a warranty job. System has drafted (a) the claim to your warranty provider with all details they need, and (b) a holding reply to the customer. Approve both and it's handled. No refund risk, no cost to you.

Draft 1 → to your warranty company

To: claims@[yourwarrantyco].co.uk Subject: New claim — VW Golf DSG, reg LP20 GHT Please open a claim under the following policy: Vehicle: VW Golf DSG Automatic Reg: LP20 GHT Sold: March 2026 (policy active) Customer: David Chen Reported fault: Gearbox jerking on gear change + grinding noise, vehicle barely driveable. Suspected DSG mechatronic/clutch issue. Please advise the approved repairer and next steps so we can get the customer booked in. [Your Dealership]

Draft 2 → to the customer (in your voice)

Hi Dave, Thanks for letting me know, and sorry to hear the Golf's giving you trouble. The good news is you took out the extended warranty, so this is exactly what it's there for. I've already logged the claim with the warranty provider and I'm chasing their approved repairer for you. I'll come straight back to you with where to take it and the next steps — you shouldn't be out of pocket. In the meantime, if it's not safe to drive, please don't risk it — we'll get it recovered if needed. I'll be in touch shortly. Best regards, [Your Dealership]

Two jobs done at once — claim filed, customer reassured — before you've finished your coffee.

Why this wins for you: A gearbox complaint that could've turned into a stressed, angry customer and a refund threat is instantly reframed as "your warranty's got this, it's in hand." The claim's filed, the customer's calm, your reputation's protected — and you did nothing but tap approve.

Demo — illustrative example. Real system tuned to your warranty provider, cars, tone & policy.