The procedure is as your importer suggests.
1/ Take the board to the shop/store where you bought it.
They will look at the damage and take photos.
2/ The shop sends the photos and their visual assessment to the Distributor/Importer and the importer
will assess based on the first assessment and the photos.
3/ The importer sends the data to Starboard HQ in Thailand (if they are unable to make the detemination to repair or replace it at the Importer level.)
That is and has always been the way Starboard warranty claims are handled.