Every claim starts with clear checks.
Before a claim is registered, Certia checks it against the program rules. Missing requirements stop submission and give the store a clear reason.
Analyze.Current customer eligibility, coverage, waiting period, and device rate before registration.
Detect.Ineligible customers, duplicate claims, and theft claims without a police report number.
Protect.Decision logs, daily close at 11 p.m. Ecuador time, and individual accounts.
New claim registered by the team
Screen damage
Mid-range phone. ID 17•••••465
- Customer active on this week’s list: pending
- Waiting period completed: pending
- No open claim of the same type: pending
- Store has a repair workshop: pending
Eligible to register
The claim can be registered for review. Certia decides before the store replaces the screen.
Illustrative examples. Each program defines its coverage, waiting periods, and rates.
Clear roles for everyone.
One place to coordinate the warranty program: the funder, claims team, store, and customer.
The program
Sets coverage and rates, provides its weekly customer list, and reimburses stores using the billing report.
Certia
Checks each claim, records the decision and its reason, and creates a notice for the store.
The store
Assists the customer, repairs or replaces the device, and invoices resolved claims for each period.
The customer
Visits the store or uses the support channel enabled by the program. No portal account is needed.
From claim to reimbursement in four steps.
Each step is recorded with its date, time, and responsible person.
- Step 1
An up-to-date customer list
The program uploads its list of eligible customers each week. Only active customers can file a claim.
- Step 2
Claim eligibility checked
The store or an enabled call center registers the claim. Coverage, waiting period, and rates are checked automatically.
- Step 3
The store provides service
After approval, the store repairs or replaces the device and marks the claim as resolved.
- Step 4
Clear billing and review
The store invoices weekly or monthly, depending on the program. Certia reviews the invoice and records the payer’s reimbursement.
Frequently asked questions
Who is Certia for?
Retailers and programs that finance devices and need to coordinate eligibility, claims, stores, invoices, and reimbursements. The operations described here apply to Ecuador.
Does Certia automatically approve claims?
Repairs and replacements require review by the authorized Certia team, with a recorded reason. The system checks program rules at registration; remote assistance is recorded as resolved.
Is billing weekly or monthly?
It depends on the program. Weekly billing runs from Friday through Thursday; monthly billing follows the calendar month. Stores invoice resolved claims for that period, and Certia reviews the invoice.
Do end customers need an account?
No. The store or the program’s enabled support channel assists them. The portal is for authorized teams and stores.
Are WhatsApp and calls included?
The platform supports a GAIL integration. Availability requires setup and validation for the program. These channels are not enabled by default.
Does the demo show real customer data or rates?
No. It uses illustrative examples. Each program defines its coverage, waiting periods, and rates.