TL; DR

• Warranty claims sound simple, but small gaps (missing proof, unclear coverage, slow approvals, or repair hiccups) can lead to long waits, and around 40% contain inaccuracies that stall the process.
• Customers can save themselves stress by filing early, keeping receipts/photos, and double-checking what’s covered.
• Platforms can cut friction with guided claim forms, clear coverage breakdowns, faster updates, and synced repairs/replacements.
• At the end of the day, every claim is a trust test. Handle it right, and it builds loyalty instead of frustration.
• With platforms like SureBright, coverage isn’t limited to breakdowns, it can also include accidental damage and shipping protection, so shoppers feel secure from checkout to delivery.

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Do you know Murphy’s Law? - anything that can go wrong, will.

And with warranty claims, that’s exactly why we have to be careful. Of course, the goal is always simple: claims get accepted, processed quickly, and customers feel reassured. That’s what everyone wants.  

But what if something slips? A missing receipt. A blurry photo. Or worse, your claim gets flagged for an identity check you didn’t see coming.  

Suddenly, what should have been straightforward turns into weeks of waiting.

Warranties are meant to deliver peace of mind, but they only work if both sides handle the process right. Customers need to know what to submit and when. Platforms need to validate quickly, communicate clearly, and keep fraud out without slowing everyone else down.

So, now, we’ll look at the claims journey from both perspectives: the customer who files, and the platform that processes. By understanding where things can go wrong, we can see how to keep Murphy’s Law from creeping in; and keep claims moving the way they’re supposed to.

Because at the end of the day, every claim is more than paperwork. It’s a trust test. Handle it well, and you’ve turned a stressful moment into loyalty.

So, first we’ll take a look at,  

1. Missing proof, missing progress

You know, 40% of warranty claims contain inaccuracies, missing receipts, wrong serial numbers, or unclear photos.

For customers:
If you don’t submit the right proof, your claim risks being denied or delayed. And often, it’s over something small, a missing receipt, a blurry photo, or the wrong serial number.

For warranty companies:
When evidence is incomplete, specialists can’t validate coverage. Every incorrect or missing detail forces extra back-and-forth. Multiply that by hundreds of claims, and it adds weeks of processing.  

Fixes:

• Customers → Save receipts, note serial/model numbers, and take clear photos/videos. Keep maintenance or service records handy. ‍
• Warranty companies → Build guided forms that require uploads, with example photos so customers know exactly what’s acceptable.

📋 Quick tool: claim checklist

• Purchase receipt/invoice
• Serial + model number
• Clear photos/videos of the issue
• Maintenance/service records (if required)
• Prior repair history

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2. “Wait, I thought that was covered?”

Coverage is another common point where claims slow down. Some warranties include accidental damage, others don’t. Some cover wear-and-tear or repairs only if they’re done by authorized service centers. The differences aren’t always obvious at the time of purchase.

For customers:
It can be disappointing to find out a claim isn’t valid, but in many cases, it comes down to misunderstanding what the plan actually included.

For warranty companies:
Denials usually happen not because the issue is unfair, but because expectations weren’t aligned. If terms and exclusions aren’t made crystal clear at checkout, customers may file claims thinking they’re covered when they’re not.

Moreover, evidence and research show that customers are more likely to opt in when coverage details are presented in simple, easy-to-understand language. Additionally, in the GenAI and review website era, creating dodgy coverage terms and expecting them to go unnoticed just doesn’t work anymore.

Fixes:

• Customers → Review coverage terms before filing, so there are no surprises later. ‍
• Warranty companies → Share simple “Covered vs. Not Covered” breakdowns at checkout and in policy documents, so expectations are aligned from the start. Maybe follow up with an email saying, ‘Here’s what your package covers.’  

💡 With SureBright, for example, coverage goes beyond basic defects. Our extended coverage includes:  

• Mechanical or electrical breakdowns, even power surges ‍
• 100% repair coverage, labor included, not just parts ‍
• Replacement or reimbursement if the product can’t be fixed
• Protection against wear & tear that affects functionality over time

So, shoppers aren’t just protected when something breaks, they're covered for the stuff that happens years into ownership, too.

3. Delays, black holes & radio silence

Even when coverage and documents are right, claims can still stall. They sit in “pending” for weeks or bounce between retailers, manufacturers, and insurers.

For customers:
It feels like a black hole; you’ve submitted everything, but updates never come.

For warranty companies:
Delays often stem from fraud checks, third-party approvals, or inventory mismatches. Without clear updates, though, customers only see silence.

Fixes:

• Customers → Track claim progress and follow up if timelines stretch beyond what was promised. Escalating politely works better than waiting in silence. ‍
• Warranty companies → Set clear SLAs, automate milestone updates such as “your claim is under review,” “awaiting parts”, “approved for replacement”, and assign claim ownership so it doesn’t get lost between teams.

Companies that set clear expectations consistently win more trust than those that don’t. It’s not just about speed; it’s about keeping customers in the loop.

4. Repairs, replacements & shipping chaos

Even after approval, claims can still hit roadblocks, whether it’s during repair, replacement, or shipping.

For customers:

• Repairs: Sometimes fixes don’t last, or refurbished parts feel like a downgrade. ‍
• Replacements: Out-of-stock items can mean long waits or no clear timeline. ‍
• Shipping: Packages get delayed, damaged, or even lost in transit.

For warranty companies:

• Repairs: Vendor quality can vary, and poor oversight leads to repeat failures. ‍
• Replacements: Disconnected claims and warehouse systems cause backorder delays. ‍
• Shipping: Lack of tracking integration creates gaps and customer frustration.

Fixes:

• Customers → Keep repair receipts, ask about replacement timelines, and save tracking numbers. ‍
• Warranty companies → Audit vendors regularly, sync claims with live inventory, and integrate carrier tracking to keep updates flowing.

5. Refunds, denials & money drama

Money is often where claims get sensitive. Refunds sometimes take longer than expected, and disputes come up when a repair costs almost as much as a product. Denials without clear explanations add more friction.

For customers:
The challenge isn’t only the wait, it’s not knowing what outcome to expect. If it’s unclear whether you’ll receive a refund, a replacement, or store credit, the process feels unpredictable.

For warranty companies:
Most issues come from unclear policies or slow payment rails. Without upfront communication, customers don’t know the rules, which leads to disputes.

Fixes:

• Customers → follow up with your warranty platforms on which payout option applies (refund, replacement, or credit) and what the timeline is. ‍
• Warranty companies → Publish clear refund timelines, define when replacement vs. refund applies, and send updates as soon as decisions are made.
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6. Fraud flags & identity failures

Fraudulent claims account for 3–5% of warranty costs, nearly $25B annually. That’s why platforms run fraud and identity checks before approving payouts. But if those checks aren’t smooth, even valid claims can get caught in the net.

For customers:

‍It’s when the system doesn’t explain why you’re being flagged. If you don’t know whether it’s a routine check or a suspected fraud alert, the process feels a bit unfair.

For warranty companies:

Tedious processes and blanket checks can slow everything down. The real challenge is balancing fraud prevention with customer experience, catching the bad actors without treating every shopper like one.

Fixes:

• Customers → If your claim is flagged, don’t panic. Watch for a status email or portal update; and if it’s unclear, reach out through the official channel to confirm it’s a verification step, not a denial. ‍
• Warranty companies → Use automated fraud detection to reduce false flags and be transparent about why verification is needed. A short explanation (“we’re double-checking purchase details”) goes a long way.

7. Who owns the claim?

One of the most common points of confusion in warranty claims is ownership. Does the claim go to the retailer, the manufacturer, or the extended warranty provider? Add in resold or gifted products, and the lines blur even more.

For customers:
It’s not very easy when you’re bounced around, the store points to the manufacturer, the manufacturer points to the warranty company, and no one takes responsibility.  

For warranty companies:
When ownership rules aren’t clearly communicated, claims stall. Lack of a first point of contact or clear transfer policies leads to finger-pointing, and ultimately damages trust.

Fixes:

• Customers → Check your warranty policy to see who the first contact should be (retailer, manufacturer, or platform). If the product was resold or gifted, confirm transferability before filing. ‍
• Warranty companies → Publish simple “Start Here” guidelines in both the policy and post-purchase email. Make ownership clear (e.g., “For electronics, contact us directly. For accessories, start with the manufacturer”) so claims don’t get stuck in limbo.

8. Expiration risks

Coverage windows matter. If a product breaks near the very end of its warranty, a customer can do everything right, file immediately, but still risk getting caught in timing issues if the review drags on.

For customers:
The challenge isn’t only forgetting deadlines. Sometimes the product genuinely fails on the last day. If you file then, you need confidence the claim will still be honored.

For warranty Platforms:
The best practice is to freeze eligibility at the moment of claim submission. Without that safeguard, valid claims can slip through just because reviews take longer than coverage dates allow.

Fixes:

• Customers → If the product fails near the end of coverage, submit the claim immediately with clear documentation. Don’t wait a day, don’t assume grace periods. ‍
• Warranty companies → Automatically “freeze” coverage at the time a claim is submitted. Even if the review takes weeks, the customer is protected if they filed before expiration.

🛍️ Customer claim checklist

• File as soon as the issue starts (even near expiry).
• Save purchase receipts and invoices.
• Note serial/model numbers.
• Take clear photos/videos of the issue.
• Review what’s covered vs. not covered.
• Submit only through official channels.
• Save claim confirmation numbers and tracking IDs.
• Keep maintenance/service records if required.
• Follow up, if timelines stretch.

How SureBright minimizes our “Murphy’s Law”

Warranty claims don’t have to be a gamble. With SureBright’s AI- powered product protection, both customers and merchants get the tools to make sure things go right the first time.

For customers 🛍️

• 24×7 support through phone, email, and a clean self-service portal.
• Extended coverage that goes beyond parts, labor, power surges, even long-term wear & tear.
• Fair outcomes: if it can’t be repaired, you get a replacement or reimbursement.
• Accidental warranty options that cover bent frames, wobbles, and the “oops” moments.

And of course, customers aren’t the only ones affected when claims go wrong, merchants feel it too. That’s why we’ve built SureBright to support both sides.

For merchants 💡

• AI-powered intake that cuts errors, validates faster, and keeps claims moving.
• One-click integration at checkout, extra revenue with zero extra effort.
• Clear coverage charts + automated updates that build customer confidence.
• Lower returns, stronger loyalty, and happier post-sales relationships.

👉 With SureBright, shoppers feel protected 💯, merchants grow 📈, and we take the “headache moments” out of warranties, so peace of mind actually feels like peace of mind.

Visit us: we are always here to help

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