WARRANTY AND TRANSPORTATION CLAIM PREP. MANUAL CHANGES

SUBJECT: WARRANTY AND TRANSPORTATION CLAIM PREPARATION MANUAL CHANGES

The purpose of this bulletin is to outline a change in the claim submission procedure involving customer reimbursements and to clarify the use of claim type X.

Effective immediately, all claims that represent policy or warranty reimbursements to customers must contain the customer name, address, and the check number in the comments field of the claim detail. This information is to be preceded by the letters CR for customer reimbursement.

Regarding the recent introduction of claim type X, if the claim meets the following criteria, claim type X should be used:

1. The repair being performed is beyond the applicable warranty period (policy).

2. The policy adjustment represents a negotiated partial adjustment (i.e., parts only, 50-50, etc.).

Claim type X will not be subject to any deductibles and requires a minimum approval level of 8V Attached are revised pages of the Warranty and Transportation Claim Preparation Manual covering the above changes.

EXPLANATION OF SPECIAL CLAIM TYPE CODES

CLAIM TYPE B - SERVICE PARTS REPLACEMENT

o Used for repairs resulting from a subsequent part failure of a dealer installed part on a Cadillac vehicle. o Subsequent failure occurred within 12 months and 12,000 miles for all GM parts and accessories except selected components (See Figure 13). o Repair order must reflect claim type B plus R.O. number, date, and mileage of previous replacement. o Use failure code 88 on B type claims involving repairs to previously replaced engine/transmission assemblies after the first 90 days, but within the applicable service parts warranty period. o Use failure Code 88 on all GM Vehicle Security System parts warranty claims. o Use failure Code 88 on all sheet metal parts replacements. o Authorization is required prior to claim submission. o Refer to page 54 for sample R.O. and claim.

Cases occasionally arise where a Cadillac dealer will obtain a replacement part from GM Parts for installation on a GM vehicle other than a Cadillac and that part is found to be defective, after installation and within the applicable warranty period. If the Cadillac dealer also has a franchise relationship with the GM division marketing the involved GM vehicle, procedures exist for the normal submittal of a warranty claim to that division to obtain reimbursement.

However, if the Cadillac dealer has no franchise relationship with that GM vehicle division, they can submit a warranty claim through DCS by using the same format used for claim Type B. The only exception is that the VIN will have to be altered in the following manner.

o VIN will have to be reduced to 13 digits Typical VIN example - Buick VIN 1G4AV35N0CX123456 submit VIN as - 6P66666123456 o 1st digit must always be a 6 o 2nd digit must always be a P o Digits 3 through 7 can be filled in with sixes (6) o Digits 8 through 13 will be the actual last 6 digits of vehicle o Authorization is required prior to claim submission.

CLAIM TYPE C - OVER-THE-COUNTER PARTS WARRANTY

o Subsequent failure of a part purchased from the dealer but not installed by the dealer. o Subsequent failure occurred within 12 months from the date of sale for all GM parts and accessories (except selected components see Figure 13). o Repair order must reflect claim type C plus counter slip reference and date. o Authorization is required prior to submission. o R&R time is not allowed for repair of parts sold over-the-counter except as provided in the engine assembly warranty coverage. o Refer to page 55 for sample R.O. and claim.

CLAIM TYPE D - ADDITIONAL CREDIT

o Request for additional monies to a previously paid claim. o R.O. number, R.O. date, VIN, mileage, and labor operation number must be the same as on the original paid claim. o Do not request part costs or labor hours. Submit a dollar amount as a net item in Sublet-Dealer Material-Towing column. o Net amount and line total must be equal. o Zone authorization is required prior to submission. o Refer to sample on page 56.

CLAIM TYPE E - VALUE PROTECTION PLAN

o Repairs performed under VPP should be submitted in the normal manner except for the "E" claim type. o Authorization requirements are the same as regular warranty claims. o Do not subtract $100 deductible from line total. o The $100 deductible applies to each service visit, not to each individual repair. o VPP beginning and expiration dates and mileages should be noted on the repair order.

CLAIM TYPE F - POSTAGE/FREIGHT REIMBURSEMENTS --------------------------------------------- o Only claim that is submitted without a labor operation number. o Only the R.O. number, R.O. date, net dollar amount, line total, and claim type are required. o Postage receipts must be retained with repair order.

CLAIM TYPE F - PARTS RETURN REIMBURSEMENT CLAIM

o Use labor operation "Z7200". o VIN is required. o One claim per shipment location. o Refer to DSIB 91-I-44 for complete details.

CLAIM TYPE I - NEW VEHICLE INSPECTION

o New vehicle inspection will pay time allowed on vehicle regardless of time requested. o Submit for any fluids needed in the part amount field. o Refer to sample on page 58.

CLAIM TYPE X - POLICY ADJUSTMENTS

o The repair being performed is beyond the applicable warranty period (policy). o The policy adjustment represents a negotiated partial adjustment (i.e. parts only, 50-50, etc). o Submit parts, labor, and sublet as a normal warranty claim. o Claim type X will not be subject to any deductibles and requires a minimum approval level of 8V.

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.