BULLETIN NUMBER:
WB12-X-001D

IMPORTANT SERVICE
INFORMATION FOR:
 SERVICE MANAGER
 SERVICE ADVISOR
 WARRANTY PERSONNEL

ISSUE DATE:
JULY 2016
GROUP:
MISCELLANEOUS

REACH VAN BODY COMPONENT & BODY STRUCTURE
WARRANTY CLAIMS PROCESS
AFFECTED VEHICLES


2012-2017MY NPR Stripped Chassis (Reach Van)

This bulletin supersedes WB12-X-001C. This bulletin is being revised to update
Utilimaster contact information. Please discard previous bulletin WB12-X-001C.
INTRODUCTION
The Reach Van is assembled from a chassis supplied by Isuzu Commercial Truck of
America, Inc., which is responsible for warrantying the engine and chassis, and a body
supplied by Utilimaster Corporation, which is responsible for warrantying the body. The
warranty claim process for the Isuzu engine and chassis is set forth in the Isuzu Service
Policy and Procedures Manual and the NPR Stripped Chassis Labor Time Guide. This
Bulletin describes certain warranty claim processes for the Utilimaster body.
INFORMATION
Utilimaster Warranty Coverage
Utilimaster is providing a 36-month / unlimited mileage limited warranty for the Reach
Van body, including the following components:


All body components including seats, seat belts, mirror, glass, heater and HVAC
(excluding compressor), shelves, moving parts such as: doors, hinges, latches, or
roll-up doors, as well as lights, wiring, or other body related electrical equipment.



Basic body structure: front wall, bulkhead, floor, ceiling, sidewalls, and rear wall with
attaching structure. Also included are water leaks resulting from voids in sealants.

Refer to Utilimaster’s Body Operator’s Guide for complete warranty coverage details.
Utilimaster Warranty Claim Submission Through ICS
Although Utilimaster is warranting the Reach Van body and is liable for all body
warranty claims, to facilitate the warranty claims process, Isuzu is allowing Isuzu
dealers to submit Utilimaster warranty claims via Isuzu’s ICS system. Utilimaster
warranty claims are divided into two categories. Each category has specific policies that

must be followed for proper claim submission. Following is a summary for each
category.
Claim Type
Pre-Authorization
Required

Criteria
Claims $150.00 and greater

Pre-Authorization Not Claims under $150.00
Required

Comments
Complete Utilimaster PreAuthorization Request Form
Complete required information
on ICS

PRE-AUTHORIZATION ($150.00 or Greater)
For warranty claims which require pre-authorization, complete the Utilimaster Warranty
Authorization Request Form. Be sure to provide accurate and detailed information as
indicated. Missing or incomplete information will delay the authorization process. Submit
the form to Utilimaster by fax, e-mail or mail. This contact information is provided below
and on the request form.
Utilimaster Corporation
Attn: Warranty Department
603 Earthway Boulevard
Bristol, IN 46507, U.S.A.
E-MAIL: warranty@utilimaster.com
TEL: 1-800-237-7806 (574-848-2000) / FAX: 1-574-848-2809
WITHOUT AUTHORIZATION (Under $150.00)
The following information will be required in order to complete the warranty claim
submission process through ICS (Isuzu Communication System)


Dealer Name and Code



Contact Person Name and Phone Number (to be added to 3C’s information)



VIN (Vehicle Identification Number)



Model Year and Model



Repair Order Date



Repair Order Number



Vehicle Mileage



3 C’s Information
o Complaint – What was the customer’s actual complaint
o Cause – List the root cause part which created the customer’s complaint
o Correction – List the replaced part number(s) and necessary steps taken
to repair the vehicle



Total Labor Cost ($)



Total Parts Cost ($) – 25% markup allowed



Total Repair Cost ($)
2

UTILIMASTER WARRANTY AUTHORIZATION REQUEST FORM
IMPORTANT: Claims in excess of $150.00 MUST have approval before repairs are performed.
Complete ALL highlighted areas. Missing or incomplete information will delay the approval
process.
Dealer Name:
Contact
Person:
Address:

Contact Phone #:
Fax #:
E-Mail :

City, State, ZIP:
Mail To:

Utilimaster Warranty Dept.
603 Earthway Boulevard
Bristol, IN 46507, U.S.A.

Request Date:
Repair Order #

574-848-2809
warranty@utilimaster.com

Questions, Call

800-237-7806

Repair Order Date:

Approval #

Model Year

Fax To:
E-mail as an
attachment to:

(For Utilimaster Use Only)

Chassis VIN

Utilimaster Body #

Date Of Repair

Failure Mileage

Detailed Description of Problem and (If Known) Cause of Failure:

Detailed Description of Repair and Parts Required:

Labor Rate

Labor Hours

Parts Cost
Total Cost

3

SUBMITTING CLAIMS USING ICS
Isuzu has provided the following function in ICS to allow Isuzu dealers a familiar method
in submitting for warranty reimbursement from Utilimaster. From the main ICS screen, a
dealer can locate the Utilimaster Claim submission function under the “Service” tab.
ICS Utilimaster Claims Navigation and Data Entry

Field/Button Name

Description

Required/Optional

Utilimaster Claim (Reach)

Access available claim
functions

Navigation Only

New Claim w/Auth #

Open new Utilimaster
Claim Form for repair
with Utilimaster
Authorization # - All
claims greater than
$150.00

Navigation Only

New Claim w/o Auth #

Open new Utilimaster
Claim Form for repairs
less than $150.00

Navigation Only

Utilimaster Auth Request
Form

Open Utilimaster Auth
Navigation Only
Request Form for printing
and Utilimaster contact
information

4

Initial Entry Page for Pre-Authorized Claims
Screen Shot

Specifications
Field/Button Name
VIN
Utilimaster Auth Code

Continue Arrow

Description
8 or 17 digit VIN of
vehicle
Authorization code
supplied by Utilimaster
for the repair
Performs validation of
VIN and auth code and
takes user to next page

Required/Optional
Required
Required

If not valid, user cannot
proceed

5

Claim Entry Page for Pre-Authorized Claims
Screen Shot

Specifications
Field/Button Name

Description

VIN

8 or 17 digit VIN of vehicle

Utilimaster Auth
Code
RO#

Authorization code supplied
by Utilimaster for the repair
Repair Order Number

RO Date

Repair Order Date

Mileage
Clear Button

Mileage at time of claim
Clears all data, takes user
back to initial entry page for
pre-auth claims
Deletes the claim from the
scratch pad
Saves claim to scratch pad
Opens File Manager dialog to
view Utilimaster pre-auth
claims in scratch pad
Retrieves claim again from

Delete Claim Button
Save Claim Button
List Claims Button

Refresh Button

Comments
Read-only on this page, copied
from previous page
Read-only on this page, copied
from previous page
Required. Validated using
same rules as other claim
entry pages: must consist of