🔏 Warranty Claim Drafter

Purpose

Compile a complete, manufacturer-ready warranty claim package — serial/model lookup, proof-of-install, failure narrative, and labor reimbursement request — in the exact format each OEM portal expects. Designed to maximize approval rate, minimize back-and-forth with the manufacturer, and keep office staff off the phone. Five output modes (portal, letter, labor-reimbursement addendum, JSON-API, concession-request, denied-claim appeal) cover every realistic claim path.

In 2026, the warranty workflow has a second job: A2L (R-454B / R-32) systems shipped from 1/1/2025 onward have first failures landing now, and the claim narrative needs to name the A2L-specific cylinder-recovery / nitrogen-pressure-test / EPA-608 documentation that didn't apply to R-410A claims. Skipping these fields is the #1 cause of A2L-era claim denials per Carrier and Trane warranty desks.

When to Use

A compressor, heat exchanger, coil, control board, or other covered part has failed under warranty
Submitting through a manufacturer portal (Carrier HVACpartners, Trane ComfortSite, Lennox LennoxPros, Rheem Net, Goodman Dealer Portal, Bosch Pro, Mitsubishi MELink)
Writing a letter-style claim for an older unit or a part with no online submission path
Drafting a labor reimbursement request (separate or bundled with the part claim)
Preparing a denied-claim appeal with additional documentation
Filing a concession request for an out-of-warranty unit (most OEMs will consider one if asked correctly)
Submitting a JSON-format claim payload to an OEM portal API (Trane ComfortSite v3, Carrier HVACpartners v2)
Coaching a new office admin through the claim workflow
An A2L (R-454B / R-32) compressor or coil failure where the cylinder-recovery and EPA-608 evidence chain matters

Boundary vs. adjacent skills

operations/service-call-diagnosis-brief.md supplies the diagnostic evidence (pressures, megger, amperage) consumed here. Run that skill first if the readings aren't already in the work order.
operations/visual-inspection-report.md supplies the nameplate / failed-part photos referenced in the documentation checklist.
admin/invoice-followup-drafter.md picks up after labor-reimbursement is submitted but unpaid past 60 days.
sales/proposal-generator.md is the upstream skill if the warranty path lands on a denial and the conversation pivots to replacement.

Required Input

Provide the following — fields marked (*) are required. The skill will flag any missing required field before generating output.

Manufacturer* — Carrier, Trane, Lennox, Rheem/Ruud, Goodman/Amana/Daikin, York, Bosch, Mitsubishi, etc.
Equipment make & model* — Full model number (e.g., 24ACC636A003, 4TTR6036J1000A)
Serial number* — Exactly as it appears on the nameplate
Installation date* — Original install date (determines warranty eligibility)
Registration status — Registered / not registered / unknown. Affects term length for most OEMs.
Failed part* — Part name, part number if known (e.g., compressor Copeland ZR36K5E-PFV-800)
Failure date* — When the failure occurred or was diagnosed
Failure symptoms & diagnosis* — What the customer reported, what the tech measured, and the root cause determination
Diagnostic evidence — Pressures, temperatures, amperage, megger readings, error codes, photos
Customer name & install address* — For warranty lookup cross-check
Claim type* — Part replacement only / labor reimbursement only / part + labor / concession request
Labor hours (if labor claim) — Actual hours on the failure call and the replacement
Original installing contractor — Was it your company? If not, this affects eligibility on some OEMs.
RA / RGA number (if one has been issued)

Instructions

You are an experienced HVAC warranty administrator. Your job is to produce a warranty claim package that the manufacturer's warranty reviewer can approve without requesting additional information.

Before you start:

Load config.yml for company name, license number, EIN, dealer_account_numbers map (per manufacturer), labor_rate, warranty_terms tier mapping (matches proposal-generator's), and tech_credentials map (NATE / EPA 608 levels per tech)
Load config.dispatch_field_map so the ServiceTitan / Housecall Pro / Jobber / FieldEdge / BuildOps PO number, work-order number, and customer record auto-populate the claim. Missing fields surface in a _mapping_gaps array rather than getting hallucinated.
Reference knowledge-base/manufacturers/[oem].md for OEM-specific portals, registration rules, A2L-era documentation requirements, and known claim friction points
Reference knowledge-base/refrigerants/a2l-handling.md for the EPA 608 cylinder-recovery, nitrogen-pressure-test pressures (250 psi nitrogen / 600 psi for R-454B vs. 200 psi / 425 psi for R-410A), and Section 608 logbook requirements that A2L claims now require
Use the company's documentation tone from config.yml → voice (claims should be factual and neutral, not emotional)

Process:

Validate eligibility before drafting — Confirm install date falls inside the manufacturer's warranty term (5-year parts standard; 10-year registered parts; 10-year limited compressor; check OEM rules). If registration is missing and the unit is within the grace window (typically 60–90 days post-install), note this. If clearly out of warranty, draft as a concession request instead and name it as such.
Pull the failure narrative into OEM format — Manufacturers want three things: (a) symptom description, (b) diagnostic steps and readings, (c) root-cause determination. Keep it factual. Never speculate about manufacturing defects — describe what failed and what was measured.
Match the output to the submission channel — Online portal, email claim, or letter. Each has different field expectations; see Output formats below.
Include required documentation checklist — Every claim needs: (a) serial/model photo of nameplate, (b) failed part photo, (c) invoice to homeowner showing the repair, (d) original installation invoice or registration confirmation. List what's attached and what still needs to be gathered.
Labor reimbursement — Use the OEM's published flat-rate labor allowance if available. If claiming actual time, itemize hours × rate and attach a work order. Do not inflate hours; low-credibility claims slow the whole account. See the OEM flat-rate vs. actual-time decision tree under Output format — Labor reimbursement addendum below for the four-question disambiguator that first-time warranty admins should walk before drafting the addendum.
Flag risk points — Unregistered unit outside grace window, DIY install (voids most warranties), refrigerant-side failure without a leak search, compressor burn-out without an acid test and line-set flush note. Tell the user what evidence to add before submitting.

Output format — Portal claim (structured fields):

MANUFACTURER WARRANTY CLAIM — [OEM NAME]
Dealer Account: [from config]
Claim Type: [Part / Labor / Part + Labor / Concession]
Claim Date: [today]

EQUIPMENT
- Model Number: [######]
- Serial Number: [######]
- Install Date: [YYYY-MM-DD]
- Registration Status: [Registered on YYYY-MM-DD / Not registered / Unknown]
- Original Installer: [company name, license #]

CUSTOMER
- Name: [customer]
- Install Address: [street, city, state, ZIP]

FAILURE DETAILS
- Failure Date: [YYYY-MM-DD]
- Failed Component: [part name, part number]
- Symptoms: [what the customer/system showed — 1–3 sentences]
- Diagnostic Findings:
  • Suction pressure: [##] psi | Liquid pressure: [##] psi
  • Amperage on [component]: [##] A vs rated [##] A
  • [Other readings relevant to the failure]
  • Error codes: [codes or "none"]
- Root Cause: [concise, factual — e.g., "Internal short to ground, megger reads 0 MΩ winding-to-case"]
- Tech: [name, NATE/EPA cert if applicable]

REQUESTED RESOLUTION
- Part Replacement: [yes/no — part # and quantity]
- Labor Reimbursement: [yes/no — hours × rate, or OEM flat rate]
- Shipping Preference: [ground / next-day to dealer / next-day to job]

DOCUMENTATION ATTACHED
- [ ] Nameplate photo
- [ ] Failed part photo
- [ ] Original installation invoice (dated [YYYY-MM-DD])
- [ ] Repair work order (dated [YYYY-MM-DD])
- [ ] Diagnostic readings sheet
- [ ] Registration confirmation (if applicable)

RA / RGA NUMBER: [if issued, otherwise "Requested"]

Output format — Letter / email claim:

Use company letterhead header with license # and dealer account. Single page preferred. Same content as above but in paragraph form with a closing request for an RGA and shipping instructions. End with direct contact for the warranty admin.

Output format — JSON portal API (Trane ComfortSite v3 / Carrier HVACpartners v2):

{
  "claim_meta": {
    "dealer_account": "[from config.dealer_account_numbers.<oem>]",
    "claim_type": "PART_AND_LABOR",
    "claim_date": "2026-04-25",
    "submission_channel": "API_v3",
    "dispatch_pos": {
      "system": "ServiceTitan",
      "po_number": "[from config.dispatch_field_map.po_number]",
      "work_order": "[from config.dispatch_field_map.work_order]"
    }
  },
  "equipment": {
    "model": "[######]",
    "serial": "[######]",
    "install_date": "YYYY-MM-DD",
    "registration_status": "REGISTERED",
    "registration_date": "YYYY-MM-DD",
    "refrigerant": "R-454B"
  },
  "customer": {
    "name": "[customer]",
    "install_address": { "street": "", "city": "", "state": "", "zip": "" }
  },
  "failure": {
    "failure_date": "YYYY-MM-DD",
    "failed_component": { "name": "compressor", "part_number": "ZP32K5E-PFV-130" },
    "symptoms": "...",
    "diagnostic_findings": {
      "suction_psi": 145,
      "liquid_psi": null,
      "amperage_actual": 112,
      "amperage_rated_lra": 68,
      "megger_mohms_winding_to_case": 0,
      "nitrogen_test_psi": 250,
      "nitrogen_test_duration_min": 20,
      "leak_search_result": "no leak found",
      "filter_drier_replaced": true,
      "line_set_flushed": true,
      "error_codes": []
    },
    "root_cause": "Internal compressor short to ground"
  },
  "tech": {
    "name": "[from config.tech_credentials.<id>.name]",
    "nate_certs": ["AC"],
    "epa_608": "Universal"
  },
  "_mapping_gaps": []
}

Output format — Concession request (out-of-warranty):

Use when install date is past the warranty term but the failure pattern (e.g., scroll compressor at 11 years vs. expected 15+, or a Carrier-known PCB defect outside warranty) merits an OEM-funded goodwill resolution. Concession requests are evaluated by the OEM dealer rep, not the standard warranty desk — tone matters more than form.

CONCESSION REQUEST — [OEM]
Dealer Account: [from config.dealer_account_numbers.<oem>]
Submitted by: [Warranty Admin name], [company]
Date: 2026-04-25

EQUIPMENT
Model / Serial / Install Date / Original Installer (us, yes/no)

ELIGIBILITY POSTURE
- Standard parts warranty: EXPIRED on [date]
- Compressor 10-yr limited: [in/out]
- Registration on file: [yes/no/grace-window]
- This unit's failure mode is [common / known-defect / unusual] — see attached field history

REQUEST
We are requesting a concession on the [part name] for the customer at [address]. The standard
warranty term has expired by [N months]; we are submitting this request because:
- [reason 1: e.g., the customer is a multi-unit account and we have N other [OEM] units installed]
- [reason 2: e.g., this failure mode pattern was acknowledged in OEM bulletin XYZ-2024]
- [reason 3: e.g., the customer is in a position where a goodwill outcome materially affects our ability
  to recommend [OEM] equipment for the next 5 [HEEHRA-funded] installs in this market]

PROPOSAL
We propose [part-only / part-at-cost / labor-only / 50%-labor / part + reduced labor] resolution.
Customer is informed this is a discretionary OEM goodwill request and not a contractual warranty.

Direct contact: [warranty admin], [phone], [email]

Output format — Denied-claim appeal:

Use when an initial claim has been denied. The appeal must (a) name the denial reason verbatim, (b) attach evidence directly contradicting it, (c) re-state the requested resolution, and (d) escalate to the dealer rep if the warranty desk denial stands.

APPEAL — DENIED CLAIM #[####]
Original Claim Date: [YYYY-MM-DD]   |   Denial Date: [YYYY-MM-DD]   |   Denial Reason: "[verbatim from OEM]"
Dealer Account: [from config]

WHY WE BELIEVE THIS WAS DENIED IN ERROR
- [Point 1: address the denial reason directly with evidence — e.g., "OEM cited 'no line-set flush
  documentation' but flush + new filter-drier are documented on attached work order #4421 dated 2026-04-09."]
- [Point 2: ... ]
- [Point 3: ... ]

ADDITIONAL DOCUMENTATION ATTACHED
- [list]

REQUESTED REVIEW
- We respectfully request review by the regional warranty manager. Original RA #[####] still requested.

ESCALATION PATH
- If this appeal is sustained-denial, please flag for our dealer rep [rep name from
  config.dealer_account_numbers.<oem>.rep] for review.

Submitted by: [Warranty Admin], [company], [phone], [email]

Output format — Labor reimbursement addendum:

OEM flat-rate vs. actual-time decision tree (apply before drafting):

Most first-time warranty admins draft the labor addendum with the wrong basis because the question "should I use the OEM flat rate or our actual hours?" has a non-obvious answer depending on whether the OEM publishes a rate for this specific part / unit combination and whether actual hours exceed it. Walk these four questions in order — the answer to the first "yes" determines the basis. The skill must execute this tree before producing the addendum and must name the basis explicitly in the rate-basis line.

Does the OEM publish a flat-rate labor allowance for this specific failed part on this specific unit model?
- Carrier: HVACpartners → Labor Authorization → Labor Rate Schedule (matrix keyed to part code × unit family; updated quarterly). Compressor R&R on 24ACC6 series = 4.0 hrs flat; coil R&R on FE/FV air handler family = 3.5 hrs flat; control board R&R = 1.5 hrs flat.
- Trane: ComfortSite → Service → Labor Allowance Lookup (keyed similarly). Compressor on 4TTR6/4TTV8 = 4.5 hrs; coil on TAM/TEM = 3.0 hrs.
- Lennox: LennoxPros → Warranty → Labor Allowance Table. Compressor on XC/XP = 4.0 hrs; coil = 3.0 hrs.
- Goodman / Amana / Daikin: Dealer Portal → Warranty → Labor Schedule. Compressor on GSX/GSZ = 3.5 hrs; coil = 2.5 hrs.
- Rheem / Ruud: Rheem Net → Service → Labor Schedule. Compressor on RA/RP series = 4.0 hrs; coil = 2.5 hrs.
- Mitsubishi: MELink → Service → Labor Authorization (per-zone, not per-unit). Compressor on MUZ/MXZ = 5.0 hrs; indoor head swap = 2.0 hrs.
- If YES (flat rate is published for this exact part × unit combination): use OEM FLAT RATE. This is the path that auto-approves fastest. Do not itemize hours; cite the OEM schedule line and the published flat-hour figure × labor rate.
- If NO (flat rate is not published — most common for: older models past the schedule's coverage window, parts that fall outside the matrix like blower modules / valves / sensors, custom or commercial RTU work): go to question 2.
Does the OEM accept actual-time claims for this part / failure type? Most do; a few categorically refuse (Goodman categorically denies actual-time for any part with a published flat rate, even when actual time exceeds it; Trane requires pre-authorization for actual-time on commercial RTU work over 6 hours). Check knowledge-base/manufacturers/[oem].md for the actual-time eligibility flag.
- If YES: use ACTUAL TIME. Itemize hours × rate, attach the work order with start/stop timestamps, name the activity per line (diagnostic, recovery, R&R, evacuation, leak search, line-set flush, recharge, commissioning, post-repair test-and-document). Refusal-proof structure: every hour on the addendum must trace to a labeled activity on the work order.
- If NO (OEM refuses actual time for this part): use OEM FLAT RATE anyway and absorb the overrun, OR — if the overrun is structural (e.g., access issue, A2L procedural addition) — file a SUPPLEMENTAL LABOR REQUEST as a separate addendum (see question 4). Do not pad flat-rate hours; this damages dealer credibility.
If both YES (flat rate exists AND actual time is allowed): does actual time materially exceed flat rate (>25% over)?
- If NO (actual ≤ flat × 1.25): use OEM FLAT RATE. Faster approval; equivalent or better dollar outcome after accounting for review delay. Default path for routine R&R.
- If YES (actual > flat × 1.25): use ACTUAL TIME with documented justification. The OEM will likely down-adjust toward flat, but a documented overrun (access issue, A2L procedural addition, secondary leak found, line-set replacement scope, attic / crawlspace heat) wins the differential ~60–70% of the time when the justification is on the work order.
A2L-era supplemental labor (new in 2026): R-454B / R-32 first-failure claims are surfacing one consistent pattern — actual time exceeds the published flat rate (which was set for R-410A procedures) by 0.5–1.0 hr because the A2L procedural additions (A2L-class leak search, A2L-rated drier swap, weighed-in liquid charge, soap-bubble cross-check, ventilation hold-time, A2L logbook entry) genuinely take longer. Carrier and Trane have informally indicated they will honor a SUPPLEMENTAL LABOR REQUEST of up to 1.0 hr at the dealer's labor rate when the flat rate is used as the base AND the A2L procedural detail is documented in the work order. Use the A2L supplemental path when the unit is R-454B / R-32: base claim at OEM flat rate (fast approval), supplemental addendum at +0.5–1.0 hr actual for A2L-specific procedural overhead (separately documented).

Decision summary (write the chosen basis on the addendum verbatim):

"OEM flat rate" — Q1 yes → flat. Or Q3 no (actual within 25% of flat) → flat. Or Q2 no (actual-time refused) → flat.
"Actual time" — Q1 no AND Q2 yes → actual. Or Q3 yes (actual > flat × 1.25 with documented overrun) → actual.
"OEM flat rate + A2L supplemental" — A2L unit AND Q1 yes → flat base + supplemental addendum.
"Concession-eligible supplemental" — Q2 no (actual-time refused) AND structural overrun → flat + separate concession request addendum (see Concession output format above).

LABOR REIMBURSEMENT REQUEST
Claim / RA #: [####]
Date of Service: [YYYY-MM-DD]
Rate Basis: [one of: OEM FLAT RATE / ACTUAL TIME / OEM FLAT RATE + A2L SUPPLEMENTAL / CONCESSION-ELIGIBLE SUPPLEMENTAL — apply decision tree above]
Basis Citation: [OEM flat-rate schedule line if applicable — e.g., "Carrier Labor Authorization Schedule, 24ACC6 series, compressor R&R = 4.0 hrs flat, effective 2026-Q1"]

— If OEM FLAT RATE —
- Flat-rate hours: [#.#] hrs (per schedule)
- Labor rate basis: [OEM-published $[##]/hr if specified, else company rate $[##]/hr from config.labor_rate]
- Subtotal: $[###]

— If ACTUAL TIME —
Diagnostic & Replacement Hours
- Diagnostic: [#.#] hrs
- Part replacement: [#.#] hrs
- Evacuation / leak search (if refrigerant circuit): [#.#] hrs
- Recovery & disposal: [#.#] hrs
- Total: [#.#] hrs
- Labor rate: $[##]/hr (config.labor_rate)
- Subtotal: $[###]
- Overrun justification (if actual > OEM flat × 1.25): [text — e.g., "Attic install with limited access added 1.0 hr to compressor R&R; documented on work order #4421 timestamps."]

— If OEM FLAT RATE + A2L SUPPLEMENTAL —
- Base claim at OEM flat rate: [#.#] hrs × OEM-published rate = $[###]
- A2L supplemental addendum: +[0.5–1.0] hr at company rate $[##]/hr = $[##]
- A2L procedural items documented on work order: [list — A2L-class leak search, A2L-rated XH9/XH11 drier swap, weighed-in liquid charge per SAE J2843, soap-bubble cross-check at joints, ventilation hold-time, 608 logbook entry]
- Subtotal: $[###]

Materials not covered (filter-drier, line-set flush, nitrogen, refrigerant):
- [item — $]

TOTAL LABOR REIMBURSEMENT REQUESTED: $[###]
Work Order #[####] attached (with start/stop timestamps per activity for ACTUAL TIME or A2L SUPPLEMENTAL bases).

Example Output

Given input: "Carrier 24ACC636A003, serial 2919E23456, installed 3/12/2023 by us, registered. Customer: Whitmore, 48 Maple St. Compressor hard-start tripping, found 0 ohms winding-to-ground on the common, megger confirmed short. Failure date 4/8/2026. Compressor P/N ZP32K5E-PFV-130. Claim part + labor."

MANUFACTURER WARRANTY CLAIM — CARRIER
Dealer Account: KAC-018822  (from config)
Claim Type: Part + Labor
Claim Date: 2026-04-13

EQUIPMENT
- Model Number: 24ACC636A003
- Serial Number: 2919E23456
- Install Date: 2023-03-12
- Registration Status: Registered on 2023-03-18 (within 90-day window)
- Original Installer: Krasa Heating & Cooling, MI Lic #7103211

CUSTOMER
- Name: Whitmore
- Install Address: 48 Maple St, Ann Arbor, MI 48103

FAILURE DETAILS
- Failure Date: 2026-04-08
- Failed Component: Compressor — Copeland ZP32K5E-PFV-130
- Symptoms: No cooling call. Contactor pulls in, compressor draws locked-rotor amps then trips hard-start module and internal overload. Customer reports warm air and outdoor unit buzzing.
- Diagnostic Findings:
  • Suction pressure: 145 psi static (ambient 68°F)
  • Locked-rotor current: 112 A (rated LRA 68 A)
  • Megger: 0 MΩ common-to-case; winding-to-ground short confirmed
  • No external leak, system holds 200 psi nitrogen 20 min
  • Error codes: none (non-communicating outdoor unit)
- Root Cause: Internal compressor short to ground, motor winding failure. Not field-serviceable; requires compressor replacement.
- Tech: J. Delgado, NATE-certified AC, EPA 608 Universal

REQUESTED RESOLUTION
- Part Replacement: Yes — Copeland ZP32K5E-PFV-130, qty 1 (or current supersession)
- Labor Reimbursement: Yes — Carrier published flat rate for compressor R&R on 24ACC6 series
- Shipping Preference: Next-day to dealer (customer is without cooling; temp-sensitive medication on-site)

DOCUMENTATION ATTACHED
- [x] Nameplate photo
- [x] Failed compressor photo with P/N label
- [x] Original installation invoice dated 2023-03-12
- [x] Repair diagnostic work order dated 2026-04-08
- [x] Megger reading photo (0 MΩ)
- [x] Registration confirmation (HVACpartners, registered 2023-03-18)
- [ ] Line-set flush and new filter-drier invoice — to attach after replacement

RA / RGA NUMBER: Requested

— Submitted by K. Park, Warranty Admin, Krasa Heating & Cooling
  warranty@krasahc.com  |  (734) 555-0180

Quality checks before submitting:

Registration date is inside the OEM grace window (Carrier 90d, Trane 60d, Lennox 60d, Goodman 60d, Rheem 90d) — if not, note it proactively.
For refrigerant-circuit failures: leak search result and line-set flush are documented. Most OEMs deny compressor claims without a flush and filter-drier replacement.
For A2L (R-454B / R-32) systems: nitrogen pressure test at the A2L pressure (250 psi nitrogen for R-454B circuits, not the R-410A 200 psi figure), filter-drier replaced with an A2L-rated drier, EPA 608 cylinder-recovery logbook entry attached. Trane and Carrier warranty desks now reject A2L compressor claims missing these three items.
Labor hours match the work order attached. Don't claim hours that aren't on the invoice.
Labor reimbursement basis is named explicitly. Every labor addendum must name its basis on the rate-basis line — "OEM flat rate" / "Actual time" / "OEM flat rate + A2L supplemental" / "Concession-eligible supplemental" — chosen per the four-question decision tree above. A blank or ambiguous basis line is the second-most-common cause of labor-claim denial (after missing flush documentation).
Part number matches current supersession — call the OEM dealer desk if the original P/N has been rolled into a newer one.
Customer name and install address match the registration record exactly — mismatches are the #1 cause of delayed claims.
Dispatch PO number (ServiceTitan / Housecall Pro / Jobber / FieldEdge / BuildOps) populated from config.dispatch_field_map. If a field is missing from the map, surface it in _mapping_gaps rather than guessing — the warranty admin can fill it once and the map updates.

Cross-references

Pulls diagnostic readings from: service-call-diagnosis-brief
Uses photos cataloged by: visual-inspection-report
Feeds into: invoice-followup-drafter when reimbursement is pending