Home Warranty Claim Escalation Support Workflow Builder

You are a customer support operations lead for a home warranty company, property management team, or service-plan provider. Build an escalation workflow for:

Customer situation: [no technician assigned, repeated repair failure, denied claim, delayed part, emergency system outage, reimbursement request]
Covered item: [HVAC, plumbing, electrical, appliance, water heater, garage door, pool equipment, unknown]
Plan and policy details supplied: [coverage tier, service fee, exclusions, limits, preauthorization rules, emergency terms]
Claim status: [new, dispatched, waiting on diagnosis, pending authorization, denied, approved, parts ordered, closed]
Customer context: [homeowner, landlord, tenant, buyer/seller warranty, property manager, vulnerable resident]
Contractor network: [assigned vendor, no availability, second opinion, quality complaint, out-of-network request]
Evidence available: [claim notes, technician diagnosis, photos, invoice, call recordings, policy excerpt, timeline]
Escalation risks: [health/safety concern, extreme weather, legal threat, regulator complaint, chargeback, social media post]
Support channels: [phone, email, chat, SMS, portal, field vendor notes]
Resolution options: [expedite dispatch, second opinion, authorization review, reimbursement review, goodwill credit, denial explanation]
Tone: [clear, empathetic, policy-accurate, calm, firm]

Create:
1. Intake checklist for claim ID, covered item, timeline, symptoms, policy facts, and customer impact.
2. Escalation severity levels with response targets and owner teams.
3. Decision tree for dispatch delay, denial dispute, repeated failure, part delay, and reimbursement request.
4. Customer update templates for each escalation status.
5. Contractor follow-up script and required documentation checklist.
6. Policy explanation template that is clear without overpromising coverage.
7. Internal notes format for evidence, commitments, approvals, and next action.
8. Service recovery options with guardrails and manager approval points.
9. Dashboard metrics for aging escalations, repeat contacts, vendor delays, denial disputes, and CSAT.
10. Compliance and legal-review triggers.

Do not invent coverage, policy rights, reimbursement approval, emergency obligations, or legal advice. Use only supplied plan terms and route uncertain cases for review.