Repair claim review and approval use case

---
title: Repair claim review and approval use case
description: Use case scenarios demonstrate when and how to use the repair claim application to review and approve the claims. It provides practical examples of common repair or warranty management situations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/manufacturing/mco-repair-claim-review-and-approval-use-case.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [repair claim review and approval, warranty claim adjudication, line-level claim approval]
breadcrumb: [Repair claim, MCO core, Explore, Manufacturing Commercial Operations]
---

# Repair claim review and approval use case

Use case scenarios demonstrate when and how to use the repair claim application to review and approve the claims. It provides practical examples of common repair or warranty management situations.

## Scenario

Angela, a warranty claim agent at Alectri needs to review and approve pending warranty claims submitted by dealers. Claims teams managing warranty approvals face several challenges:

-   Process inefficiency: Disconnected systems and manual amount entry increase processing time and error risk.
-   Data quality issues: Inconsistent claim data and missing documentation cause review delays and bottlenecks.
-   Limited flexibility: All-or-nothing approvals limit granular, line-level decision-making.
-   Communication gaps: Limited feedback mechanisms create miscommunication and resubmission cycles.

## Solution

Angela, a warranty claim reviewer, uses the MCO workspace to streamline claim review and approval through four key workflow phases:

1.  Review: Access the centralized workspace to view all submitted and pending claims in a single location with full claim details.
2.  Adjudicate: Select a pending claim and evaluate job line items \(part numbers, unit prices, quantities, claimed amounts\). Use line-level review to approve valid items \(Alectri Airbag Module\) and reject invalid items \(miscellaneous charges not covered under warranty\).
3.  Approve: Choose from four adjudication options: **Approve All**, **Reject All**, **Partially Approve**, or **Send Back with Comments**. The system automatically populates approved amounts for streamlined processing.
4.  Provide Feedback: Send structured feedback with specific comments when additional documentation is needed \(for example, proof of trade-in records\). Dealers receive instant notification and can resubmit the updated claim without delay.

After James, the dealer, adds required attachments and resubmits, Angela approves all line items. MCO provides instant feedback visibility to the dealer, eliminating delays and miscommunication.

## Benefits

Compare the impact of using the MCO Repair Claims application.

|Without MCO|With MCO Repair Claims|
|-----------|----------------------|
|Manual review across disconnected systems|Centralized workspace with all claims in one location.|
|Missing documentation requires manual follow-up|Structured feedback workflow enables targeted document requests.|
|All-or-nothing approval decisions|Line-level adjudication supports precise partial approval.|
|Manual amount entry increases error risk|Auto-populated approved amounts reduce data entry and processing time.|
|Dealers unaware of claim status or rejection reasons|Real-time feedback improves transparency and reduces resubmission cycles.|
|Slow processing cycles delay dealer payments|Streamlined workflow with instant feedback accelerates approval and closure.|

## Outcome

Angela successfully reviews and approves the warranty claim after James provides missing documentation. The line-level adjudication capability, automated amount population, and transparent feedback loop reduce processing time and improve decision accuracy, ensuring fair and timely claim resolution for dealers.