Repair Service Procedures and Requirements

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All service contractors must follow these procedures:

• The customer reports the claim to HSA. HSA sends the service vendor a fax dispatch or provides the customer with the service vendors name and telephone number. The vendor schedules the service visit according to the following response times:



1. Non-Emergency calls are to be serviced during normal business hours and within 48 hours.
2. Emergency calls are to be serviced within 4 hours.

• After the technician has diagnosed the mechanical failure(s), they proceed with the covered repair if the cost falls below the pre-authorization limit. When authorization by HSA is required, your technician simply telephones HSA and reports the needed repairs to an HSA Claim Adjuster who will authorize repairs as needed.



• When the technician diagnoses the need for a non-covered service such as general maintenance, he needs to report it to HSA so the Claim Adjuster can explain the terms of coverage to the customer.