{"id":12517,"date":"2021-09-12T23:18:42","date_gmt":"2021-09-13T06:18:42","guid":{"rendered":"https:\/\/getakko.com\/?post_type=faq&p=12517"},"modified":"2023-12-13T20:37:37","modified_gmt":"2023-12-13T20:37:37","slug":"how-does-akkos-claims-process-work-for-partners","status":"publish","type":"faq","link":"https:\/\/faqs.getakko.com\/faq\/how-does-akkos-claims-process-work-for-partners\/","title":{"rendered":"How does AKKO’s claims process work for partners?"},"content":{"rendered":"
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This is an overview of AKKO’s claims process when you are providing repairs as an authorized repair partner.<\/p>\n<\/div>\n

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If you are not yet an authorized repair partner, be sure to schedule your call to get approved here<\/a>.<\/p>\n<\/div>\n

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(View this article in a new window full screen<\/a>)<\/i><\/p>\n<\/div>\n

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IMPORTANT:<\/b><\/p>\n<\/div>\n

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Before getting started with processing a customer’s claim, first you need to be sure that the customer has filed their claim.<\/p>\n<\/div>\n

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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.<\/p>\n<\/div>\n

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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.<\/p>\n<\/div>\n

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Step 1: Looking up the claim<\/b><\/p>\n<\/div>\n

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Click the “Claims” tab in the left-side bar menu.<\/p>\n<\/div>\n

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Type in the customer’s cell phone number, and their claim ID number. Then click “Search.”<\/p>\n<\/div>\n

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Step 2: Review the Claim Status and Follow the On-Screen Instructions<\/b><\/p>\n<\/div>\n

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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.<\/p>\n<\/div>\n

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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.<\/p>\n<\/div>\n

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If you have questions regarding the claim, you may click “Contact AKKO Claims” to ask a question.<\/p>\n<\/div>\n

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IMPORTANT NOTE:<\/b><\/p>\n<\/div>\n

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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.<\/i><\/b><\/p>\n<\/div>\n

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Do not take any further steps until the claim status has been updated and new instructions are provided on the screen.<\/i><\/b><\/p>\n<\/div>\n

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Claim Statuses Overview<\/b><\/p>\n<\/div>\n

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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.<\/p>\n<\/div>\n

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Statuses:<\/b><\/p>\n<\/div>\n

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