This is an overview of AKKO’s claims process when you are providing repairs as an authorized repair partner.
If you are not yet an authorized repair partner, be sure to schedule your call to get approved here.
IMPORTANT:
Before getting started with processing a customer’s claim, first you need to be sure that the customer has filed their claim.
They can do so by logging into their account, then navigating to the “claims” tab in their account. They’ll need to select the item that was damaged and complete all information.
After they’ve submitted their claim, the AKKO Claims Team will update the status of the claim which you’ll be able to see from your account on the AKKO Partner Platform under the “Claims” tab.
Step 1: Looking up the claim
Click the “Claims” tab in the left-side bar menu.
Type in the customer’s cell phone number, and their claim ID number. Then click “Search.”
Step 2: Review the Claim Status and Follow the On-Screen Instructions
After clicking “Search” the claim will appear and the first box you’ll see contains the claim’s current status, and instructions on how to proceed.
If you continue to scroll down, you’ll also see an overview of the claim information and photos of the damaged device(s) from the claim.
If you have questions regarding the claim, you may click “Contact AKKO Claims” to ask a question.
IMPORTANT NOTE:
Using the support chat to communicate with the AKKO team will not speed up claim processing, as soon as an update is made to the claim by the AKKO Claims Team, the status will reflect in the portal.
Do not take any further steps until the claim status has been updated and new instructions are provided on the screen.
Claim Statuses Overview
Below are the various statuses that a claim will have. You can familiarize yourself with each. Please note that the statuses for a claim will not always update in the following order. Some claims are auto-approved for repairs after initial submission, others may require additional materials and information from you and/or the customer and further review by the AKKO Claims Team.
Statuses:
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New
This claim has been successfully submitted and is in the queue for review. The status will be updated by the AKKO Claims Team. Do not proceed with this claim until the AKKO claims team has updated the status. Typical time to be reviewed is 1-3 hours from the time of submission.
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Initial Review – AKKO
This claim is under initial review by the AKKO Claims Team. It will be updated once all information has been verified so that you may then proceed with either a repair or providing an estimate/diagnosis. Do not proceed until the status has been updated.
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Waiting on Customer
The AKKO Claims Team is currently waiting on the customer for additional information or materials. Please instruct the customer to check their email for the most recent correspondence from the AKKO Claim Team. They can search their email inbox for “[email protected].” Their communication will be received to the email inbox of the address on their account, which you can reference above next to the customer’s cell phone number.
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Estimate/Diagnosis Needed
The AKKO Claims Team needs an estimate/diagnosis for this repair. Please click the button below to submit a formal estimate/diagnosis via email citing the damage/issue observed or detected, as well as the recommended resolution and cost.
If a replacement vs. repair is recommended, please indicate so and notify the AKKO Claims Team if you are able to provide a replacement device and the cost for it. AKKO is required to replace a device if the cost of repairing it would be higher than the cost of a replacement.
At this stage for a claim, AKKO will need you to provide an estimate/diagnosis for the device. If you click the red button to “Submit Estimate/Diagnosis” your email client will open with the subject line pre-populated with the Claim ID and customer info.
You can provide your estimate/diagnosis as an attachment to the email. The AKKO Claims Team will then need to review the report provided to update the claim status.
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In Review – AKKO
This claim is currently being reviewed by the AKKO Claims Team. The customer will receive an email message with an update on the next step or outcome and the status of the claim will also be updated at that time. The customer will receive an update to their account email address. They can search their email inbox for the most recent message from “[email protected]”.
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Waiting on Repair Provider
The AKKO Claims Team is currently waiting on you for additional information or materials. Please refer to your email from us for the most recent correspondence from the AKKO Claims Team. You can search your email inbox for “[email protected]”.
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Approved
This claim has been approved. Please proceed with repairing the device. Once the repair is completed, please click the button below to submit your final repair invoice to the AKKO Claims Team via email. Include either your PayPal email address for receiving payment, or provide a link to an invoice that can be paid using a credit or debit card.
Be sure the final invoice breaks out parts cost, labor cost, and sales tax separately.
At this stage for a claim, the AKKO Claims Team has submitted approval. You may go proceed with providing the repair and then when completed, bill the customer their deductible for the claim, and submit the invoice for the remaining balance to AKKO by clicking the “Submit Repair Invoice” button and attaching the invoice to the email to AKKO Claims.
Payments are made within 1-2 days to either your PayPal or you can email a digital invoice link for AKKO Claims to use a credit/debit card to pay.
(Note: ACH/Wire payments for repair invoices is not yet supported)
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Completed
This claim has already been resolved and completed. Do not proceed with any actions. If the customer is still having any issues with their item, they can reply to their original email thread for the claim from “[email protected]” and the AKKO Claims Team can review and re-open the claim as needed or have the customer file a new claim.
Denial Statuses:
Below are the statuses you will see if a claim has been denied. Any claim which has been denied should not be processed and no repairs completed. The customer will always have received an email from the AKKO Claims Team as to why their claim was denied, so you can have them reference their email for information. You are not responsible for providing the customer information about claim approvals.
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Denied – Not Verifiable
This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.
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Denied – Not a Covered Loss
This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.
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Denied – Fraud
This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.
