A rejected claim does not usually mean a lost sale. It means a delayed one, and for an installer carrying equipment costs, delay is the cost.
Where the cash goes
When a claim fails validation or a trader’s check, three things happen. The certificates for that job stay unsettled, so the cash sits with you as outstanding STC value. Someone spends time finding the problem, getting a new photo or chasing the customer for a signature. And if the fix needs a return visit, you pay for a crew and a truck.
A worked example
Take a 6.6 kW system in zone 3 in 2026: a 5-year deeming period and a 1.382 zone rating give 6.6 x 1.382 x 5, about 45 STCs. At STC spot of roughly $38 to $40 that is about $1,700 to $1,800 held up per job at the time of writing. Ten rejected jobs in a month is about $17,000 to $18,000 of working capital frozen, before the cost of fixing. Use the STC calculator for your own numbers.
The usual causes
The same handful of faults repeat: missing or unclear photos, serial numbers that do not match the approved lists, an unsigned or incorrectly completed assignment form, and incorrect installation type. See why a claim was rejected, how to fix a failed claim and top claim rejection reasons.
How to model the risk
- Track rejections per hundred jobs, by cause.
- Time how long a fix takes from notice to cleared.
- Keep a buffer in your cash plan equal to a week or two of STC value.
- Review which crew or job type produces most failures.
Turning a rejection into a fix
When a claim bounces, log the cause, the date and the fix, then ask whether the same fault could sit in other recent jobs. One missing photo type across a crew’s work is a training issue, not bad luck. Keep a short reply template for customers who need to sign again or supply information, and send it the same day. The faster the fix, the less working capital sits idle.
Also consider the knock-on effects. A crew that is fixing old claims is not quoting new work, and a customer who is chased for a signature weeks after install may become unhappy. Counting those costs makes the case for investing in checks at the start of each job rather than repairs at the end.
What this means for installers
Prevention is cheaper than repair. Capture photos from the checklist on site, check serials against the lists before you leave and send the full pack together. Energy Merchants’ compliance desk pre-checks photos, forms and serials before lodgement so problems surface before they cost you; see how it works, pricing and the installer business hub. For photo detail, use the photo requirements checklist.