Truepic Vision in Pega Warranty Workflows: Reducing Costs, Expediting Reviews & Automating Evidence-Based Decisions

OEM warranty teams are being asked to adjudicate faster, with fewer people and more automation. But an automated decision is only as good as the evidence behind it. When claim photos can’t be independently verified, and the same image can be resubmitted across claims, teams are stuck choosing between slow manual checks and paying claims on faith.

The trust gap  

The fastest warranty claims are the ones that move from submission to payment without anyone stepping in. But that only works when the evidence can be trusted without a second look. Today, OEMs rely on photos captured in a dealer management system that’s built to run the service department, not to verify evidence for the OEM. With no independent confirmation of when or where they were taken, or that they show the right vehicle, OEMs are left with two costly options: send an inspector and wait days for an answer, or pay claims without confidence in their authenticity.

A better approach

Truepic Vision, an integrated capability, with in Pega Warranty workflows  has the capabilities to  reduce costs expedite reviews and utilize evidence-based automated decisions. Pega Warranty™ can incorporate authenticated photo and video capture from Truepic Vision into OEM-specific warranty workflows, combining trusted evidence with intelligent workflow automation to help OEMs accelerate claim decisions with greater confidence.

How it started

At last year’s MAPconnected Vehicle Service & Warranty Lifecycle Summit, Truepic’s President and Co-Founder, Craig Stack, spoke on the “Next-Gen Warranty Claims: Automated. Innovative. Ready” panel. His case was simple: onsite warranty inspections are slow, expensive and manual, often taking two to three days and costing $110 or more each. With authenticated photos, OEMs can confirm a vehicle’s condition and details in minutes. Pega is uniquely positioned to orchestrate warranty workflows with inputs from multiple sources, and Truepic becomes a seamless step in that end-to-end flow: trusted evidence up front is what keeps the rest of the process moving. Together, the teams developed an integration that allows authenticated evidence from Truepic Vision to be incorporated into Pega Warranty™ workflows, helping OEMs accelerate warranty decisions with greater confidence

How it works

1. A warranty claim is submitted into Pega Warranty. Based on the OEM’s workflow configuration, Pega can initiate a Truepic Vision inspection request. Each request is tailored to the OEM’s requirements, including the photos, videos, and supporting details needed for review.
2. The technician opens the request link in a mobile browser or the Truepic Vision app. Example photos and on-screen tips guide them to the right shots, such as the VIN, odometer and failed part. Truepic authenticates each one at the moment of capture then runs it through 50+ fraud tests covering time, date, location, device metadata, and more.
3. The photos, videos, and inspection results flow into the claim in Pega Warranty, ready to drive the next step in the workflow. A PDF report of the results is attached to the claim as an auditable record.
4. Based on the OEM’s business rules and workflow configuration, claims that meet validation requirements can continue through automated adjudication, while flagged claims are routed for further review.

Why it matters

For vehicle warranty teams, Truepic Vision already cuts two of the biggest costs in the claims process: on-site inspections and fraudulent payouts. On the inspection side, Ford Protect used to send an on-site inspector whenever it suspected fraud on a warranty claim. With Truepic Vision, it reduced on-site inspections by 24% and brought adjudication down to 24–48 hours. On the payout side, Truepic customers have identified roughly one instance of fraud for every 10 vehicle warranty inspections. Pega Warranty can incorporate authenticated evidence at the beginning of the claims process, giving both automated workflows and human reviewers greater confidence in decision-making.

Beyond the savings, authenticated evidence makes every claim decision easier to review, validate, and defend. OEMs get authenticated photos of the VIN and odometer with every claim, so the vehicle and mileage can be confirmed against the evidence itself, not just what’s typed into the claim.  And every photo arrives with a full chain of custody, making it evidence-grade if the OEM needs to recover a payout.

And finally, verification checks also change behavior. When bad actors realize that photos will be authenticated, many simply drop the claim. And the math doesn’t require a big fraud number: stopping even one fraudulent claim in a hundred can cover the cost.

Built for what’s next

OEMs are handing more warranty decisions to automation, and Pega Warranty helps OEMs automate claim intake, validation, routing and adjudication while reserving human review for exceptions and higher-risk cases. That raises the stakes on the evidence. An automated decision made on an edited photo, a recycled image or a picture of the wrong vehicle is still a wrong decision, just a faster one. If you can’t trust the inputs, you can’t trust the outputs.

Authenticated photos provide trusted evidence in the workflow: captured to the OEM’s requirements and returned with results the workflow can act on and a person can audit. That keeps people focused on the claims that actually need their judgment.

Together, Pega Warranty and Truepic Vision help OEMs combine trusted evidence with intelligent workflow automation, accelerating claims decisions without sacrificing governance or auditability.

“Moving claims forward faster only works if you can trust the photos behind them. With Pega, OEMs can move legitimate claims straight to payment and send only the questionable ones to a person, because every photo has been authenticated from the moment it was taken.”

– Craig Stack, Truepic’s President and Co-founder

“Warranty teams want to automate more decisions, but only if they can trust the evidence behind them. By combining Pega Warranty with authenticated evidence from Truepic Vision, OEMs can act on claims with greater confidence and focus human expertise where it’s needed most.”

– Mark Abbott, Pegasystem’s Client Director

See it in Detroit, Oct 19–21

See how authenticated evidence can move from capture to warranty decision in a live demonstration with Pega and Truepic at the Vehicle Service & Warranty Lifecycle Summit, October 20-21,  and hear from Craig Stack and Mark Abbott. On Tuesday, October 20, join the round table led by Mark Abbott, “The Warranty Paradox: Better Detection, Higher Costs.”

On Wednesday, October 21 at 2:15–3:15pm join the Xchange group session “Parts Return & Quality Analysis” at 2:15–3:15pm to connect with Craig and Mark Abbott.

Catch Craig’s fireside chat with Sedgwick’s Wayne Mitchell Wednesday morning at 8:45am : “AI Decision-Making in Warranty & Claims: Where Should the Human Stay in the Loop?” and Mark Abbott, session at 9:35am,“ Stop the Claim Before It Starts: Orchestrating Warranty Prevention at the Point of Repair.”

About Truepic

Truepic is the recognized leader in image and video authentication, and the only technology that grounds AI in visual authenticity and trust. It validates images, videos, and data first, then applies AI to transform inspections into actionable structured insights, so enterprises can move faster without sacrificing trust. Learn more at truepic.com.

About Pega

Pega delivers the platform to reimagine, run, and evolve the processes and decisions enterprises can’t afford to get wrong. We combine AI with proven architecture to keep mission-critical operations governed, scalable, and continuously adaptable. Since 1983, the world’s largest organizations have trusted Pega to turn transformation ambition into durable results.