Claims glossary | DS360 Knowledge Center. The claims terms and statuses you’ll see in the DS360 portal, in plain words: claim types, FRC (Flat-Rate Code), 3C, and what each status means for you.
Inspection and claim types
You pick one when you start an inspection in the app.
DAF
The inspection of a new unit when it arrives from the manufacturer, before it is sold.
PDI (Pre-Delivery Inspection)
The last inspection before a unit is delivered to your customer.
Warranty
A customer issue covered by the manufacturer’s warranty. Manufacturer Warranties Apply.
Extended warranty
An issue covered by an extended warranty plan, from the manufacturer or a third-party warranty company.
Insurance
Collision, weather or theft damage.
Reception
A record of a unit received on your lot: VIN tag, outside and inside. It does not open a claim.
Claim terms
This work is done by DS360. You see the results on each claim.
FRC (Flat-Rate Code)
The manufacturer’s code for a repair and the labor time it allows. Each manufacturer has its own codes. We choose them; you never need to.
Claim line (FRC line)
One repair inside a claim, tied to one FRC code. The manufacturer approves or denies each line on its own.
3C: Complaint, Cause, Correction
The three-part write-up of each issue: what is wrong, why, and how it was fixed. DS360 writes it from your photos and notes.
Pre-authorization
Approval some manufacturers give before certain work starts. We request it when needed.
VIN
The unit’s 17-character vehicle identification number. Every photo and claim is tied to it.
Claim number
Our reference for a claim, for example CLM-00042. Add it to a support request about that claim.
Claim statuses
What each status on the Claims page means, and whether you need to act.
Submitted — awaiting assignment
Your capture reached our claims team. Nothing to do.
Assigned / In review
A DS360 specialist is working on the claim.
Info requested
We need something from you. Answer the “DS360 needs more information” request under Support.
Submitted to manufacturer / Processing
The claim is filed and waiting for the manufacturer’s decision.
Authorized / Approved / Partially approved
The manufacturer accepted the claim, or some of its lines. We push partial approvals toward full payment where we can.
Denied / Appeal pending
The manufacturer refused a claim or a line. We review it and object where it is worth it.
Awaiting parts / Parts ordered
We ordered the parts for the repair. You pay the part cost.
Ready for repair / In repair / Completed
Your shop does the repair, then confirms completion so we can request payment.
Payment requested / Awaiting payment / Paid
We asked the manufacturer to pay, and then the payment arrived.
Closed / Voided
The claim is finished. Voided means we found nothing claimable in that capture, so no claim was filed.
Account terms
Rooftop
One dealership location. Each plan covers one rooftop; Enterprise covers every rooftop in a group.
Add-on
A service on top of your plan, with its own price, such as roadside assistance or warranty training.
Wallet
A prepaid balance in your portal that can pay your DS360 invoices.
Support request
A conversation with the DS360 team in your portal, with files and an optional claim number.
Invitation code
A 10-character code printed on a DS360 roadside invitation letter. It activates the roadside program.