Unlocking smarter warranty decisions at scale

Warranty adjudication grew significantly in both scale and complexity for a global automotive company’s contact center. What began as a focused program involving lower-value claims expanded into a global operation supporting high-cost repairs and multiple claim types. A more structured approach was needed to maintain accuracy, control costs, and deliver consistent outcomes for dealers.

At the same time, the organization began exploring automation for lower-value claims to improve efficiency. To succeed, both the operating model and supporting workflows needed to evolve together.

Challenge

As the program expanded globally, claims were no longer uniform. They ranged from simple, low-dollar repairs to complex, high-cost components requiring deep technical expertise. However, the existing model did not consistently differentiate how complex claims were handled. 

Dealers also experienced variability in how claims were reviewed and approved, depending on region or claim type. This created friction in the service process, where delays or inconsistent decisions could impact repair timelines and customer satisfaction.

At the same time, legacy systems and manual workflows made it difficult to scale effectively. As claim volumes increased, the organization needed a way to process lower-value claims more efficiently while ensuring that higher-risk decisions remained accurate and controlled.

Our solution

Percepta partnered with the OEM to evolve warranty adjudication. Managing the full claims lifecycle — from prior approvals and inspection coordination to specialist review and payments — Percepta aligned each stage of the process with the most appropriate level of technical expertise.

Claims were routed based on complexity and value, ensuring that high-cost, high-risk repairs were handled by experienced specialists, while lower-value claims were processed through more streamlined workflows. This approach allowed the organization to reduce unnecessary effort while improving consistency and control across regions.

To support this model, Percepta built and scaled teams of former technicians and specialized adjudicators across global locations. This distributed structure ensured that the right expertise was applied at the right point in the process, while maintaining consistent service levels and decision quality.

As the OEM introduced AI-assisted approvals for smaller claims, Percepta supported the rollout by validating outputs, refining workflows, and ensuring alignment with existing processes. Automation was integrated into the operating model to reduce manual effort on lower-value claims, while preserving expert oversight for more complex decisions.

Results

The program improved both efficiency and cost control while continuing to scale globally. Lower-value claims were processed faster, reducing manual effort and approval times, while more complex claims benefited from more consistent, expert-led decision-making.

Return on investment hit an astounding 2000%. Annual cost savings grew 80% over five years’ time. More than 160 mechanics supported the technical validation needed for proper warranty adjudication. Percepta overdelivered on cost savings, achieving 108% of the client’s target due to improved accuracy.

Dealers experienced faster, more predictable outcomes, improving service timelines and reducing friction in the repair process. At the same time, the OEM gained greater visibility and control over warranty spend, supported by a model that could adapt to changing volumes and claim types.

Why it worked

The model succeeded by aligning structure to the work — embedding ASE-certified mechanic review where it added the most value and routing claims by complexity for greater efficiency. A globally distributed expert team enabled scale without sacrificing quality, backed by standardized yet flexible workflows.

Automation was integrated into the existing operating model, not layered on top, improving efficiency without disruption. The result: A scalable warranty adjudication approach that drives cost savings, operational efficiency, and a stronger dealer experience.