PTC Warranty

PTC Warranty is the warranty and service lifecycle module inside PTC’s broader product lifecycle and IoT platform, used by equipment manufacturers to tie warranty claims back to product design and field performance data. ProPay integrates with PTC Warranty so that the claim itself, intake, triage, authorization, parts, and payment, is executed on top of it, rather than replacing it.

What ProPay does with PTC Warranty

ProPay reads coverage and claim context from PTC Warranty, warranty claims linked to product design records and field performance telemetry, and writes the resulting claim progress back as the work happens. At first notice of loss, ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates that coverage against what PTC Warranty holds before dispatch.

ProPay’s homeowner triage runs over SMS, capturing model and serial numbers, photos, and symptom detail directly from the homeowner’s phone, with 80 to 83 percent of homeowners responding after a claim is opened. That conversation, not a call center script, is what feeds the record in PTC Warranty.

Where a truck roll is warranted, ProPay applies your configured business rules, repair versus replace, auto-approval inside a threshold, then sources parts across suppliers, tracks the order through delivery and return, and validates the resulting invoice against the authorization record before payment releases. Every step writes back to PTC Warranty as the record of what happened.

How the PTC Warranty connection works

PTC’s platform connects through its own API layer, which is where ProPay reads claim context and writes outcomes.

Where PTC Warranty doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking PTC Warranty to change. Modules go live independently, FNOL, triage, authorization, parts, and payment can each be switched on against PTC Warranty one at a time.

What stays in PTC Warranty

The link between a claim and the underlying product design or field telemetry data stays inside PTC’s platform.

What changes is how much of the routine claim work a person has to do by hand inside PTC Warranty. ProPay handles the repetitive execution and routes exceptions to a human, so your team spends its time on the claims that actually need judgment.

Data handling and security

Each ProPay client, including the connection to PTC Warranty, runs on a company-specific instance, one carrier’s claim data and contract terms are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every recommendation ProPay makes against PTC Warranty’s data carries a confidence level and the inputs behind it, and is logged. Recommendations above your configured thresholds route to a person rather than executing automatically.

Deploying the integration

A dedicated Forward Deployed Engineer works alongside your team to build and maintain the PTC Warranty connection, mapping fields and handling the edge cases specific to how your program is configured inside PTC Warranty today.

Frequently asked questions about ProPay and PTC Warranty

Does ProPay replace PTC Warranty?

No. PTC continues to connect claims to product design and field data; ProPay executes the triage, authorization, and parts work on top of that context.

How does ProPay connect to PTC Warranty?

PTC’s platform connects through its own API layer, which is where ProPay reads claim context and writes outcomes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.

What does PTC Warranty still control after ProPay is connected?

The link between a claim and the underlying product design or field telemetry data stays inside PTC’s platform.