Warranty & Fraud Intelligence

Warranty & Fraud Intelligence reads every warranty claim that comes in from your dealer network, checks it against your rulebook, your gallery of excluded damage, and the full history of every claim ever submitted, then returns one decision-ready verdict per claim: pay, refer, or reject, with a fraud score, the exact payable amount, and the evidence quoted and cited. The outcome is that honest claims are paid faster while suspect ones get a human's attention before the money leaves, and your recoverable exposure is finally quantified and citable instead of written off at year end. It runs inside your own environment, every verdict traces back to the exact file and rule behind it, and the running cost stays roughly flat as your claim volume grows. It is in production today at a commercial-vehicle maker.

A warranty claim is the request a dealer or service centre files to be paid for a repair that should be covered under the manufacturer's warranty. It begins the moment a customer brings a vehicle in for something that broke during the cover period. The dealer diagnoses the fault, carries out the repair, and then assembles a pack of evidence to prove the work qualifies for reimbursement. That pack is the claim. It is the only thing the manufacturer ever sees, and it is what the money is paid against.

In a large dealer network, each claim arrives as six pieces of evidence, and each piece is meant to corroborate the others:

• The claim form and job card, the written record of what the customer complained about, what the technician diagnosed, the labour codes for the work performed, the hours booked, and the amount being claimed.
• The damage photos, the visual proof that the part actually failed, and how. This is often where the real story is, or where it is faked.
• The parts invoice, the supplier or internal invoice showing the replacement part was bought, with an invoice number, a line total, and a date.
• The faulty part, the component identified as the cause of the failure, named against the manufacturer's parts catalogue and matched to a valid part number.
• The vehicle's ID and service history, the VIN or chassis number, the in-service date, the mileage or operating hours, and the record of every prior claim and service against that vehicle.
• The internal approval, the dealer or regional sign-off authorising the claim before it is submitted, with the date it was approved.

The adjudication process is the manufacturer's check on all of this. An adjudicator on the warranty desk is supposed to open the pack, confirm the six pieces agree with one another, confirm the claim sits inside the warranty window, confirm the faulty part is one the warranty actually covers, confirm the damage is not a pattern the policy specifically excludes (abuse, wear-and-tear, accident, unauthorised modification), and confirm the same vehicle, invoice, or photo has not already been paid out somewhere else in the network. Only then should the claim be approved, the payable amount calculated against the parts catalogue and labour codes, and the money released. If anything fails to line up, the claim should be referred for a closer look or rejected with a reason.

That is the theory. In practice, every claim lands on a single adjudicator's desk, and one person cannot do all of that for the volume a large network produces. So most claims get approved on a quick glance, and the deeper checks simply do not happen. In one review, nearly every claim had been waved through, including ones where the dealer's own paperwork said the wrong part had been blamed. The cost of doing this by hand is not just slowness; it is leakage that nobody can see and finance writes off later. Each claim hides seven questions that no single reviewer can answer at scale:

• Is the same damage photo being reused across different claims and dealers?
• Is an invoice number being reused with a different total?
• Is the same vehicle being claimed twice?
• Is the claim past its warranty window?
• Was it approved the same day, with no time to cross-check anything?
• Does the damage match a pattern the maker specifically excludes from cover?
• Does the dealer's own paperwork contradict itself?

One person cannot remember thousands of past invoice numbers, eyeball a photo against the maker's reference gallery, or trace one vehicle across months of claims while the phone is ringing. The checks that would catch fraud are exactly the checks that take time the desk does not have. So they approve, and finance writes off the difference at year end as the cost of doing business. The intelligence needed to stop it already exists inside the claim history; it just never gets applied to the claim on the desk.

Warranty & Fraud Intelligence applies extraction, image analysis, document matching, and anomaly detection across every claim a network submits, not one at a time but as a connected whole. It reads each claim pack in full, checks it three ways, maps it against every other claim in the portfolio, and produces one verdict the desk can act on. Instead of a single adjudicator reading a pile, every claim gets a real check, and the suspect ones rise to the top with the evidence already attached. Across thousands of claims it surfaces the things no individual reviewer could hold in their head:

• Whether a damage photo has been reused, altered, or duplicated across different claims and different dealers.
• Whether an invoice number has appeared before, especially with a different total.
• Whether the same vehicle has been claimed against more than once.
• Whether a claim falls outside its warranty window or names a part the policy does not cover.
• Whether a claim was approved the same day it was raised, with no time to cross-check anything.
• Whether the damage matches a pattern in the maker's gallery of excluded conditions.
• Whether the six pieces of a claim pack actually agree, field by field, or contradict one another.
• Which dealers cluster around suspicious patterns, and how much recoverable exposure sits behind each one.
• For every claim: a clear verdict, a fraud score, the exact payable amount, and the evidence behind it.

Warranty & Fraud Intelligence transforms disconnected claim forms, damage photos, parts invoices, faulty-part records, vehicle histories, and dealer approvals into a central, network-wide decision-support platform. It helps organisations: pay honest claims faster; catch reused photos, recycled invoice numbers, and double-claimed vehicles at submission instead of writing them off; enforce the warranty rulebook and exclusion gallery evenly across every dealer; quantify recoverable exposure per dealer; reveal fraud networks that are invisible inside any single folder; make every verdict defensible with cited evidence and a tamper-evident audit trail; standardise adjudication so it no longer depends on a single overloaded desk; and scale screening with claim volume without scaling headcount.

In simple terms, the platform lets a manufacturer check every claim against every other claim ever filed, across every dealer, and pay only what it actually owes.

Good claims actually move faster, so dealers and customers feel the benefit. The adjudicator isn't replaced; they get help reviewing the cases that matter and stop burning time on the ones that are obviously fine. There's nothing to rip out and nothing new to learn: the agent sits on top of your existing warranty process and quietly takes on the cross-checking no single person could ever do at scale.