WARRANTY ADMINISTRATION WARRANTY INFORMATION. Pontiac Laurentian (Canada) 1980

SUBJECT: WARRANTY ADMINISTRATION -- WARRANTY INFORMATION NETWORK SYSTEM (WINS - STAGE 2 IMPLEMENTATION)

MODELS: BUICK, CADILLAC, OLDSMOBILE, PONTIAC VEHICLES

(THIS BULLETIN DOES NOT APPLY TO 'GM OF CANADA' AND 'NAES' DEALERS/ RETAILERS. SEPARATE PUBLICATIONS WILL BE ISSUED DETAILING UPCOMING KEY EVENTS.)

TO: ALL BUICK, CADILLAC, OLDSMOBILE AND PONTIAC DEALERS/RETAILERS AND

FLEET IN SHOP LOCATIONS

THIS BULLETIN IS INTENDED TO PROVIDE KEY INFORMATION CONCERNING THE STAGE 2 IMPLEMENTATION OF THE NEW GM COMMON CLAIMS PROCESSING SYSTEM (WINS).

IT IS ESSENTIAL THAT SERVICE MANAGEMENT AND WARRANTY CLAIMS ADMINISTRATORS UNDERSTAND THE CHANGES OUTLINED IN THIS BULLETIN AND IMPLEMENT THEM ON THE APPROPRIATE DATES TO AVOID ANY NEGATIVE IMPACT ON MONTHLY WARRANTY CREDITS.

STAGE 2 WILL INCLUDE: *IMPROVEMENTS IN THE ADMINISTRATION AND EMPOWERMENT PROCESS, *A NEW COMMON AUTHORIZATION PROCESS, *THE ADDITION OF GM OF CANADA FOR CLAIM PROCESSING, AND *A NEW MONTHLY WARRANTY PERFORMANCE GRAPH WILL BE DISTRIBUTED TO ALL STAGE 2 WARRANTY SERVICE LOCATIONS (SPECIFIC DETAILS WILL BE INCLUDED IN THE FIRST MAILING OF THE GRAPH).

KEY ACTIVITIES AND THEIR APPLICABLE DATES ARE AS FOLLOWS:

5/22/95 MAILING OF CLAIMS PROCESSING MANUAL REVISION.

6/9/95 LAST DAY FOR SUBMISSION OF PAPER CLAIMS WITH OLD AUTHORIZATION CODES.

6/21/95 FIRST DAY FOR SUBMISSION AND MAILING OF PAPER CLAIMS WITH NEW AUTHORIZATION CODES.

6/23/95 LAST DAY FOR SUBMISSION OF DCS CLAIMS WITH OLD AUTHORIZATION CODES. NOTE: ANY PREVIOUSLY AUTHORIZED OPEN REPAIR ORDERS NOT SUBMITTED BY THIS DATE WILL HAVE TO BE CONVERTED TO THE NEW AUTHORIZATION CODES. ALL CLAIMS SUBMITTED BY THIS DATE WILL BE PROCESSED DURING THE FOLLOWING WEEK AS CYCLE 526 ON THE NORMAL DIVISIONAL PROCESSING DAY (CLAIM MEMO AVAILABLE ALSO).

6/26/95 FIRST DAY FOR SUBMISSION OF DCS CLAIMS WITH NEW AUTHORIZATION CODES.

7/3-14/95 CLAIMS THAT WOULD HAVE BEEN PROCESSED IN CYCLES 527 AND 528 WILL ALL BE INCLUDED IN CYCLE #529. CLAIMS SUBMITTED AFTER JUNE 23 WILL BE RECEIVED AND STORED WHILE THE SYSTEM CHANGES ARE BEING MADE.

7/16/95 STORED CLAIMS WILL BE PROCESSED AS CYCLE 529 ON THE NORMAL DIVISIONAL PROCESSING DAY OF THE WEEK (CLAIM MEMO AVAILABLE ALSO).

7/24/95 ALL WINS STAGE 2 CLAIMS PROCESSED THROUGH CYCLE 530 WILL BE INCLUDED IN MONTH END INFORMATION.

DEALER/RETAILER EMPOWERMENT (DOES NOT APPLY TO FLEET LOCATIONS)

THE NEW DEALER/RETAILER WARRANTY EMPOWERMENT PROCESS CONSISTS OF FIVE SPECIFIC AUTHORIZATION CODES WITH THREE LEVELS OF EMPOWERMENT. THE CHARTS BELOW DESCRIBE BOTH THE NEW CODES AND LEVELS.

AN INDIVIDUAL EMPOWERMENT PROFILE WILL BE ESTABLISHED FOR EACH STAGE 2 DEALER/RETAILER LOCATION AND WILL BE COMMON ACROSS ALL GM FRANCHISES CURRENTLY ON WINS (BUICK, CADILLAC, OLDSMOBILE AND PONTIAC). DETAILS CONCERNING THE NEW PROCESS, CODES AND LEVELS ARE AS FOLLOWS:

1.AUTHORIZATION EMPOWERMENT LEVEL

A NEW COMMON AUTHORIZATION PROCESS WILL BEGIN WITH STAGE 2. THIS NEW PROCESS WILL REQUIRE AN AUTHORIZER ID NUMBER WHENEVER AUTHORIZATION CODES ARE USED. DIVISIONAL SERVICE REPRESENTATIVES WILL BE PROVIDED UNIQUE NUMBERS FOR WHOLESALE AUTHORIZATIONS. DEALERS/RETAILERS SHOULD CONTINUE TO USE 0090 ON DEALER/RETAILER AUTHORIZED CLAIMS.

SOME CLAIMS WILL NEED TO BE SUBMITTED WITH MULTIPLE AUTHORIZATION CODES. IF CLAIM FACTORS REQUIRE THE USE OF MORE THAN ONE AUTHORIZATION CODE, ALL APPLICABLE CODES (I.E. 'A' AND 'E') MUST BE INCLUDED IN THE 'AUTH CD' FIELD OF YOUR CLAIM SUBMISSION. DO NOT INCLUDE ANY UNNECESSARY AUTHORIZATION CODES AS THIS MAY CAUSE THE CLAIM TO BE RETURNED.

THE NEW CODES WITH APPLICABLE DESCRIPTIONS/PARAMETERS ARE AS FOLLOWS:

AUTH.CODE DESCRIPTION

A AUTHORIZES A REPAIR CASE TO BE PERFORMED BEYOND THE APPLICABLE NEW VEHICLE LIMITED WARRANTY COVERAGE (UP TO 2 YRS/24,000 MILES OR 2 YRS/UNLIMITED MILEAGE FOR PAINT).

B AUTHORIZES A REPEAT REPAIR

E AUTHORIZES A REPAIR CASE WITH OTHER LABOR HOURS.

G AUTHORIZES SPECIAL CLAIM TYPES REQUIRING AUTHORIZATION (B,C,D,M,S,N).

P AUTHORIZES A REPAIR CASE WITH PARTS AND/OR NET AMOUNTS IN EXCESS OF THOSE USUALLY ALLOWED FOR THE REPAIR.

PLEASE NOTE:

* EFFECTIVE WITH STAGE 2, ALL DEALER/RETAILER LOCATIONS WILL BE EMPOWERED WITH LEVEL 3 AUTHORITY AS DEFINED IN THE FOLLOWING MATRIX.

THE NEW EMPOWERMENT LEVELS ASSOCIATED WITH EACH AUTHORIZATION CODE ARE:

(THE EMPOWERMENT LEVEL PROVIDED IS SUBJECT TO CHANGE, BASED ON DEALER/RETAILER SALES AND/OR SERVICE PERFORMANCE)

CODE DESCRIPTION LEVEL 1 LEVEL 2 LEVEL 3 A BEYOND TIME/ 0 YRS/MILES 1 YR/12,000 2 YRS/24,000 DISTANCE LIMITS MILES OR 1 MILES OR 2 YRS YR/UNL FOR /UNL FOR PAINT PAINT

B REPEAT REPAIR NO NO YES

E EXCESSIVE OTHER 0 HRS UP TO UNLIMITED LABOR HOURS 5.0 HRS

G SPECIAL CLAIM NO YES YES TYPES B,C,D, M,N.

CLAIM TYPE 'S' - $0 $300 $1000 CUSTOMER REIMBURSEMENT DLR. MAXIMUM. WHOLESALE AUTHORIZATION REQUIRED FOR AMOUNTS ABOVE EMPOWERMENT LEVEL.

P EXCESSIVE PARTS AND/ NO YES YES OR NET AMOUNTS.

NOTE: APPLICATION OF AN AUTHORIZATION CODE ONLY APPLIES TO THE SPECIFIC EMPOWERMENT OF EACH CODE. SOME CLAIMS MAY REQUIRE MORE THAN ONE AUTHORIZATION CODE.

EXAMPLE: VEHICLE IS BEYOND WARRANTY TIME AND MILEAGE AND .5 OTHER HOURS IS REQUIRED TO COMPLETE THE REPAIR. THIS CLAIM WOULD REQUIRE "A" AND "E" APPLIED AS AUTHORIZATION CODES.

2.RESTRICTED CLAIM TYPES "E" AND "U"

CLAIM TYPE "E" (VALUE PROTECTION PLAN) IS CADILLAC EXCLUSIVE AND CLAIM TYPE "U" IS FOR SCHOOL BUS CLAIMS. THESE TYPES CANNOT BE USED BY DEALERSHIPS WHICH DO NOT HAVE FRANCHISE SERVICE RESPONSIBILITY.

3.PROHIBITED CLAIM TYPE USAGE

DIVISIONS MAY PROHIBIT USAGE OF SPECIFIC CLAIM TYPES AT SPECIFIC DEALER/RETAILER LOCATIONS. WHEN THIS OCCURS, WHOLESALE AUTHORIZATION WILL BE REQUIRED FOR CLAIM PAYMENT BY ALL APPLICABLE FRANCHISES.

4.PROHIBITED LABOR OPERATIONS

DIVISIONS MAY PROHIBIT USAGE OF SPECIFIC LABOR OPERATIONS OR GROUPS OF LABOR OPERATIONS AT SPECIFIC DEALER/RETAILER LOCATIONS. WHEN THIS OCCURS, WHOLESALE AUTHORIZATION WILL BE REQUIRED FOR CLAIM PAYMENT BY ALL APPLICABLE FRANCHISES.

THE MAJORITY OF CLAIMS BEING RETURNED FOR REASONS OTHER THAN COVERED ABOVE SHOULD BE REVIEWED, CORRECTED, AND RESUBMITTED IF APPROPRIATE. CLAIMS BEING RETURNED FOR REASONS REQUIRING WHOLESALE AUTHORIZATION SHOULD BE REVIEWED THEN DISCUSSED WITH YOUR DIVISIONAL SERVICE REPRESENTATIVE.

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GENERAL MOTORS BULLETINS ARE INTENDED FOR USE BY PROFESSIONAL TECHNICIANS, NOT A "DO-IT-YOURSELFER". THEY ARE WRITTEN TO INFORM THOSE TECHNICIANS OF CONDITIONS THAT MAY OCCUR ON SOME VEHICLES, OR TO PROVIDE INFORMATION THAT COULD ASSIST IN THE PROPER SERVICE OF A VEHICLE. PROPERLY TRAINED TECHNICIANS HAVE THE EQUIPMENT, TOOLS, SAFETY INSTRUCTIONS AND KNOW-HOW TO DO A JOB PROPERLY AND SAFELY. IF A CONDITION IS DESCRIBED, DO NOT ASSUME THAT THE BULLETIN APPLIES TO YOUR VEHICLE, OR THAT YOUR VEHICLE WILL HAVE THAT CONDITION. SEE A GENERAL MOTORS DEALER SERVICING YOUR BRAND OF GENERAL MOTORS VEHICLE FOR INFORMATION ON WHETHER YOUR VEHICLE MAY BENEFIT FROM THE INFORMATION.