Frequently Asked Questions

The Claims Process

How do I submit a claim? How long will the claims process take?

You must follow the claims procedures outlined on this site. Within 30 days of receipt of complete and valid claim information (which includes receipt of the results of an inspection when warranted), Wilsonart will forward a check to you for any settlement amount owed.

What is the deadline for filing a claim?

Prior to the end of your warranty period.

What is the best way to take the required photographs for my claim package?

Digital, film and Polaroid photos are acceptable for the claims package. Make sure you include an overall photo of the kitchen, showing the issue in context with the rest of the kitchen. Also include a close-up view of the area at issue. If the area at issue is not clear in the photographs, try the following:

• put pens or pencils, or contrasting tape, on either side of the area at issue
• turn off the flash on your camera
• try to minimize any glare on the countertop from windows or overhead lights

Where can I get an original invoice?

Contact the company from which you purchased your countertop: fabricator, kitchen and bath dealer or builder.

What if I am unable to submit a copy of the original invoice?

The best approach is to provide a copy of the original invoice. If, however, you are unable to obtain the original invoice, you may provide other evidence to establish the price paid and the installation date or Wilsonart will calculate the price amount based on the installation size using $65 per lineal foot of the total installation square footage.

What if I am unable to provide the evidence of the proof of purchase date?

Wilsonart will work with you to try and establish acceptable evidence of purchase and installation; however, determining the warranty period is essential to processing your claim and after July 1, 2009, if the proof of purchase date is not determinable from the invoice provided, warranty registration card or other appropriate evidence, Wilsonart will deny the claim in accordance with the claims procedures.

My SSV countertop was installed on March 1, 2001. I submitted a completed settlement claims package to Wilsonart on March 2, 2009. What will my settlement be?

The 9th year of your warranty began on March 2, 2009. Therefore, you will receive 20% of your installation price as shown on your original invoice.

My SSV was installed on March 1, 2001. In 2003, I contacted the fabricator, but not Wilsonart, to report cracking and/or delamination. The crack/delamination was never repaired. I submitted a completed settlement claim package to Wilsonart on March 2, 2009. What will my settlement be?

Notice under this settlement is the date Wilsonart receives your complete claim packet and prior notification to your fabricator of a problem is not applicable. Therefore, your claim is considered made on March 2, 2009. You will receive 20% of your installation price as shown on your original invoice.

What is appropriate proof of ownership?

A current mortgage coupon or statement, deed or tax statement showing your name and the property address. You may mark-out personal information (account numbers, property value) as long as your name and address are shown.

Why do I have to provide proof of ownership?

For your protection and Wilsonart's, we want to make sure that the settlement is made with the appropriate party.

How do I locate fabricator information?

If you purchased the countertop, contact your builder or kitchen dealers to find out who supplied the top. If possible, contact the previous owner if you are not the original purchaser.

How do I find the pattern/color of my countertop?

This information is often on your invoice. If this is not available, try asking the fabricator or installer.

If I qualify for a settlement, what can I expect?

The Stipulation of Settlement outlines the payment schedule. Wilsonart is released from any future warranty obligations on your SSV product.

What if Wilsonart denies my claim?

If you believe that Wilsonart's denial is incorrect, you may petition the Court to review Wilsonart's decision by submitting an affidavit to the Court explaining why the denial is incorrect. You do not have to appear in person. A copy of the affidavit must be sent to all counsel of record as indicated in the Order and Final Judgment below the Judge's signature. The Court's decision will be final and nonappealable.

What happens if I have already received a settlement from Wilsonart?

If you and Wilsonart have previously resolved a claim prior to this settlement regarding your SSV installation, you are not eligible to participate in this settlement unless you experience a new crack or delamination during your warranty period not resulting from obvious customer abuse.

What if Wilsonart denied an earlier claim of cracking or delamination that I submitted prior to this settlement?

You may resubmit your claim for consideration according to the terms of this settlement.

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