After you have logged in to the system, click on Warranty Claims. You will need to “Accept” the terms in order to go any further. Doing so will bring you to this point. To start a new claim –

Type in complete VIN or Last 8 of the VIN and click search.

For motorized units, you can search by chassis VIN or Forest River VIN.

To work on an existing claim (started but not submitted) – Click on:

Open – any claims that have been started but not Submitted

Over 90 Days – any Open claims that have not been submitted within 90 days of starting the claims.

To view finished claims (submitted) –Please note you cannot make any changes to the claims

once they have been submitted.

Pending – These are the claims that you have submitted for payment but Forest River has not processed yet. Processed – These are claims that have been submitted and Forest River has processed them for payment. You will receive an email notification when your claim has been processed. Denied – These are claims with Denied (authorization) lines that are more than 30 days old.

After searching the VIN, this screen will come up. Click “Select” next to the VIN if all of the information is correct. If this is not the correct VIN, enter a new VIN number and click the Search button again. If you search by the last 8 digits of the VIN, you may have two different units pull up

on the screen. Please be sure to choose the correct VIN.

Next, the system will list the unit information and selling dealer information. If everything is correct, click “Start New Claim”. The Dealer information on this screen is the Selling Dealer only. Not who will be paid

for the claim. That is based off the account number when you logged in to the system.

Once you have accepted the VIN, the retail information will pull up at the bottom of the screen. You can not make any changes to the retail information on this screen. This is for information purposes only. Units that are stock in Forest River's database will be listed as “not available”. If Forest River, Inc. shows the unit as stock but it is in fact sold, please go back to the Home page by clicking the Home link at the top of the page. (just above Your Information) Then click the Online Retail Registration link in the lower left corner of the page. You can then register the unit online. If there is an incorrect customer listed, please contact your warranty rep.

After you have completed the VIN search and retail section, you are ready to start your claim. Enter your repair dates (00/00/0000). If this claim is for prior authorization, you can leave this section blank until you have finished the repairs. For Motorized units – Enter in Mileage. If non-motorized, just leave blank. Complaint - Enter a description of the problem then click “Insert Claim Line” button. If you have multiple repairs to claim, please only list one at a time in the complaint box. Each time you click the “Insert Claim Line” button, the complaint box will clear out so you can enter another repair.

A line code will come up after you click insert and the complaint box will clear out. You can continue to enter up to 10 complaints. When you are finished entering all the complaints for you claim, click on View to the right of the line. This will take you to the next screen so you can enter your repair codes, labor time, parts/freight, and request authorization.

Line Code

If your repair involves an appliance or awning, please be sure to fill in the Brand, Model, Serial, &/or Product section. Forest River must have this information in order to process your claim. This is not for unit information.

If you know the repair code you need to use, you can type it in the box. To search for a repair code, click the “Search Code” button. This will take you in to the Forest River Flat Rate Manual. Once you have found the code needed, click Select, which will be to the left of the code. If you click the code itself, you will go to a new screen that tells you if parts need to be returned or if it is a PAR code. After selecting your code, you will come right back to this screen and the Flat Hrs and Req. Hrs will be filled in with flat rate times. Tab through to the Req. Hours. If you need more than flat rate, change the time listed in Req. Hrs. If the time requested is equal to or less than what flat rate allows, a box will come up asking if you are ok with the times. If yes, click yes and the system will give you an autho status of FlatRate Time. See Page 9 of the manual for pictures of screens. If you need to change the hours, click no. Next you can enter additional information you may have in the “Additional Labor Information” box.

Then click the “Request Authorization” button for any line that may require auth from you warranty rep. Please note, if you have an existing autho (received by email, fax or phone) that is

alpha-numeric, you must submit the repairs on a paper claim. The warranty reps

cannot override existing authorizations with online authorization.

Continued on Next Page

There are four different autho statuses’ you can have on your claim. Requested – Means you have sent the request to the warranty rep and you are now waiting for a response. Approved – Authorization for repair has been approved and you can continue with your claim. The warranty rep, prior to approval, may have adjusted your time. Under Review – This means the warranty rep has looked at your request but needs some additional information in order to approve. To see what information the warranty rep has requested from you, click on View to open that repair line. At the bottom of the next screen, you will have a new button titled “Autho Status and Notes”. Click this button and under Status Notes will be information from the warranty rep. If they need additional labor information, click the button at the bottom of the screen titled “Add Notes”. Type in your information and click “Insert”. To get back to your claim click the “Back” button and then “Return to Claim” on the next screen. You will then need to request authorization again in order to submit the new information. Click the “Request Authorization” button. Denied – Authorization for repairs has been denied. You will not be able to submit this portion of your claim.

After tabbing through the requested hours, this box will come up if no auth is required.

You will receive an auth status of Flatrate Time for all lines that do not require auth.

If you have pictures that need to be sent with the claim, click the “Attach Pictures” button. Please be sure to change the line code to match the line you want to attach the picture(s) to. Then click the “Browse” button to search your system for the file you want to attach. You can attach five (5) files before clicking the “Upload Files” button on this screen. If you need to attach more, just open the window again and follow the same steps. You can view the attachments by going back to the first screen of your claim (where you entered the complaint information) and clicking the button at the bottom titled “View Uploaded Images”. It can take a while before the images are attached to the claim. Please allow some time before trying to view them.

Note: You can only upload .TIF, .BMP, .JPG, .PNG, .GIF, .JPEG and PDF files. Please

make sure the total size of all the files is less than 5 MB.

Once you have completed your labor information, click on the “Parts & Sublet” button in the lower left side of the screen. If coming from the main screen of your claim (where you entered your complain information), click View to the right of the labor line. Then on the next screen you will see the “Parts & Sublet” button on the lower left side, just above the “Save” button. Code – change to match the line you are working on Type – change to part, freight, prepaid UPS or sublet (for Prepaid UPS- see page 12; for sublets -see pages 13 and 14) depending on which you need. Qty – Quantity Description – brief description of part. For freight just enter freight. Tracking No – Enter the tracking number for any return part. This is not a required field. $ Each – Amount you are charging back to Forest River for part/freight/sublet (if you have entered feet or inches in the Qty field…please put cost per foot/inch. The system will multiply Qty by $$$) After you have entered all parts/freight/sublet, click the save button.

This is the NEW Prepaid UPS section. Forest River is now covering all return

freight charges through our UPS account.

You will need to select the Line Code just as you did for any parts. Select Prepaid UPS for the Type and enter your QTY (number of packages, not parts). Description should be box, tube or loose part if not in cardboard. Package Weight in pounds (Lbs) Package Dimensions = W x L x H (in inches) Then click Insert. You will receive a part return tag and UPS shipping label after you submit the claim.

All sublet bills must be entered on a separate line from labor. You will still need to enter your complaint, repair code, zero out the Req Hrs field and then click on the Parts/Sublet button. Type - Sublet Qty - 1 Description – Name of Company that did the work Each – Amount of the Sublet Bill You will need to either attach a copy of the sublet bill to the claim by clicking on “Attach Receipts” button or fax a copy to your warranty rep. Then click “Insert”

After inserting the sublet line, the screen will grey out and this box will come up for you to submit your authorization request. All sublet bills must have authorization. This screen will also remind you that labor and sublets cannot be billed on the same line. Click the “Request” button to submit your request to the warranty rep. Then click “Save” in Parts/Sublet screen.

To submit the claim to Forest River for processing – First double-check that you have an Approved/Flatrate Time auth status for every line. Any line with out an auth status will be left behind when you submit the claim. Second click the “Submit” button. If you do not submit the claim, Forest River will not receive it for processing and it will stay in your working claims list. After clicking submit, you get two popup windows.

One will be titled “Forest River Web Warranty Claims Submission Forms” and it two pages total. The first page tells you that we need copies of receipts for anything NOT purchased from Forest River, Inc. The second page is a fax cover sheets that you can use if you did/can not attach receipts to the claim. The second window is for part return tags. Depending on the repair codes you have used, if a part is to be returned, this screen will have a tag that will need to be printed out. Attach the tag to the part and send back to the correct Forest River location for the unit you are working on. The part tag will have all the information needed so you will not need to send a copy of the claim. If the screen comes up blank, just close the window, there are no parts to be sent back. If parts are not received within 10 business days of receipt of claim by Forest River, the repair line containing that part will be denied.

Print out the pages you need and close them out using the X in the upper right corner of each window. See screen shots on next page.

Then click the “I Agree” to get any UPS Prepaid return label and submit for payment. (see next page for screen shot of UPS label)

Your claim will now move from the “working claims” list to the “submitted claims” list and no changes can be made. If you stop working on your claim and close out of the system at anytime before this point, the system will automatically save the information. You can then find the claim in the “working claims” list. Forest River is not responsible for compatibility issues between dealer systems and

Forest River online system. i.e. phone connection, internet connection, computer

capabilities. Forest River recommends that if questions of compatibility occur, that your

internal IT staff or ISP be consulted immediately.