> For the complete documentation index, see [llms.txt](https://kb.theloops.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://kb.theloops.io/digitalworkers/ifs-loops-digital-workers/digital-worker-guides/warranty-claims-manager/faq.md).

# FAQ

## Capabilities & functionality&#x20;

**Q: What does the Warranty Claims Manager do?**&#x20;

A: The Warranty Claims Manager is a Digital Worker that validates a warranty claim before it becomes a record. It collects claim submissions from configured sources, decomposes bulk documents into discrete claims, extracts structured fields, validates entitlement and references against the system of record, checks for duplicates, and creates eligible, complete claims as warranty claim incidents.&#x20;

**Q: Does the Warranty Claims Manager decide what a claim is worth or approve settlement?**&#x20;

A: No. It validates whether a submission is fit to become a claim record. It does not decide what a claim is worth, does not approve settlement, and does not issue credit, replacement, or goodwill. Every monetary outcome is a human decision or a downstream system decision.&#x20;

**Q: How does it handle a bulk document with many claims in it?**&#x20;

A: It decomposes the bulk document into discrete individual claims before any of them are assessed, so a single submission carrying dozens of claims doesn’t have to be split apart by hand.&#x20;

**Q: What fields does the Warranty Claims Manager extract from a claim?**&#x20;

A: Structured fields including part reference, product reference, failure date, and customer identity, extracted from unstructured text with a confidence value and an evidence pointer on every field.&#x20;

**Q: What happens to a claim that’s missing required information?**&#x20;

A: It’s held with the specific missing fields named, rather than rejected outright, so the gap is clear and actionable rather than a dead end.&#x20;

## Control & Collaboration&#x20;

**Q: Does every held or flagged claim generate its own notification?**&#x20;

A: No. Escalations are grouped by submission and by submitting party before delivery. One hundred claims held from a single bulk file arrive as one queue item with one hundred lines, not one hundred separate notifications.&#x20;

**Q: What options does a reviewer have when disposing of an escalated claim?**&#x20;

A: Confirm, correct a field, override the entitlement outcome, override a duplicate match, or reject, with every override requiring a mandatory reason code from a fixed list.&#x20;

**Q: Can the Warranty Claims Manager re-evaluate a claim after a person has decided it?**&#x20;

A: No. A human disposition is final. The worker does not re-evaluate a claim a person has already decided.&#x20;

**Q: What can users do with a batch of claims before incidents are created?**&#x20;

A: Approve all valid claims, reject the batch, or approve selected claims individually, all before any incident is created.&#x20;

**Q: What information does a reviewer see when a claim is escalated?**&#x20;

A: The extracted claim, the evidence pointer into the source text for each field, the entitlement decision with the dates and cover source relied on, and, where relevant, the duplicate candidate set.&#x20;

## Integration & Technology&#x20;

**Q: What systems does the Warranty Claims Manager integrate with?**&#x20;

A: It reads purchase date, warranty term, and part and product master data from the system of record, and writes eligible claims to a configured target claims workflow, such as IFS Assyst. Intake sources include a monitored mailbox, client or dealer portal, and partner platform.&#x20;

**Q: Is the Warranty Claims Manager built specifically for one claims system?**&#x20;

A: No. Intake source and write target are configured adapters against a fixed internal contract. IFS Assyst is one supported write target, not the platform the worker is built on, so the same worker can serve a different claims system or ERP.&#x20;

**Q: How does the Warranty Claims Manager receive claim submissions?**&#x20;

A: From each configured intake source on a configured interval, whether that’s a monitored mailbox, a client or dealer portal, or a partner platform.&#x20;

**Q: Does the Warranty Claims Manager write to the source system of record?**&#x20;

A: No. It reads purchase, warranty, and product data from the system of record but does not write back to it. It writes only eligible, complete claims to the configured target claims workflow.&#x20;

## Security & Reliability&#x20;

**Q: Can the Warranty Claims Manager guess at an entitlement decision when the record is unclear?**&#x20;

A: No. A claim that can’t be validated is not created and is not discarded. It moves to a held or escalated state with a reason, rather than being decided on a guess.&#x20;

**Q: Does every claim reach a final outcome?**&#x20;

A: Yes. Every claim reaches a terminal state with a reason, whether that’s creation as an incident, a hold with a named missing field, an escalation, or a rejection.&#x20;

**Q: How are duplicate claims detected across different intake channels?**&#x20;

A: Each claim is matched against open and recently settled claims regardless of which source it arrived through, so a claim resubmitted through a different channel than the original is still caught.&#x20;

**Q: Is there an audit trail behind every claim decision?**&#x20;

A: Yes. A disposition reason is recorded for every claim, whatever the outcome, forming the audit trail used for supplier recovery and dispute.&#x20;

## Customization & Performance&#x20;

**Q: How does the Warranty Claims Manager improve over time?**&#x20;

A: A corrected field is recorded as a correction against the original extraction, with the original value retained, forming the tuning signal for extraction quality. Override rate is tracked per field and per validation rule, pointing to extraction defects or configuration defects that need attention.&#x20;

**Q: Can escalation routing and thresholds be configured?**&#x20;

A: Yes. Routing is resolved from the submitting party and the claim type through a configurable routing table to a responsible queue, with a named fallback recipient so an unroutable escalation is never dropped.&#x20;

**Q: What happens if escalation volume for one recipient spikes?**&#x20;

A: Volume per recipient per day is capped at a configurable ceiling. Overflow collapses into the daily digest with an explicit count of further items, so nothing disappears without being counted, and sustained overflow is itself reported as a signal that a threshold needs tuning.&#x20;

**Q: What are the three core skills behind the Warranty Claims Manager?**&#x20;

A: Multi Source Claim Ingestion, Extraction and Entitlement Validation, and Disposition and Exception Handling. Together, they take a claim submission from intake through to a created incident or a routed exception.&#x20;