Additional or Optional Coverage

Additional or Optional Coverage

Purpose

This article helps agents identify, explain, and add coverage items to a customer plan.

Definitions

Additional Items

Systems or appliances included in base coverage. The customer has more than the contract allows (e.g., refrigerator, water heater, HVAC).

Optional Items

Systems or appliances not included in base coverage. These items must be added (e.g., pool, spa, deep freezer, well pump).

Additional Coverage Examples: 

Scenario
Additional Item

One refrigerator is covered under base coverage. Customer has a second refrigerator in the garage.

The second refrigerator has to be added for coverage



Two HVAC units are covered under base coverage. Customer has three HVAC units.

The third HVAC unit has to be added for coverage


One sump pump is covered under base coverage. Customer has two sump pumps.
The second sump pump has to be added for coverage

Note: Sump pumps are in the basement. It removes groundwater from the foundation area.

Optional Coverage Examples: 

Item
Description
Well PumpMove water from the well for home use. Covered only if used for domestic use.
Water SoftenerChanges water condition (reduces hard water).
Septic SystemAn underground system that collects, treats, and disperses wastewater from homes. It is not connected to a public sewer system.
Swimming PoolOutdoor structure used for swimming.
SpaLarge water unit equipped with jets, a pump, and a heating system. Can be standalone and unplugged.
Whirlpool/Jetted BathtubA bathtub (installed in bathrooms) equipped with a motorized system that pumps water (or air) through built-in jets, creating targeted, pressurized streams to massage the body.

Additional/Optional Item Guidelines

  1. Verify item availability and coverage before adding/discussing additional or optional coverage.
    1. The items available to add depend on the plan.
    2. Customers' existing options and additions can be found on the DEC PAGE under "Optional coverage".


  2. Advise the customer that add-on items must be requested within one of the following timeframes.
    1. Within 60 days of the effective/renewal date (30 days before or 30 days after the effective/renewal date)
      1. Requests outside of these timeframes are not allowed (unless approved by a supervisor).

  3. IF a customer reports a failure and requests to add the item, THEN advise: 
    1. The issue is not covered due to a pre-existing condition.
    2. Repairs must be completed before the item can be covered - within approved time frames. 

Additional/Optional Payment Guidelines

Customers can pay in full or, if/when eligible, - monthly
  1. Mortgage and Utility customers MUST pay in full
  2. Sears and DTC (Year 0) MUST be paid in full
    1. Starting in year one, the coverage can be added to monthly installments.
  3. Change Plan Process - must be paid in full.

Talking Points

Within the Time Frame

30 days before or after effective/renewal date

“You are currently within the time frame to enhance your plan with additional or optional coverage. Examples of items that can be added are <Options/Additions based on Plan>. Which items would you like to add today?"

Outside of Time frame

“I understand you’re looking to add more coverage, and I’m happy to help where I can. At this time, the window to add additional or optional coverage has passed. Changes must be made within 30 days before or after the effective date. I can review your current plan with you or go over options for your next renewal.”

Premier Upgrade Package
 Existing Customer: "I notice you have not taken advantage of adding the Premier Upgrade Package to your warranty. I would love to share the cost-saving features of this benefit."

New Customer: “Are you aware of our Premier Upgrade Package and its cost-saving benefits.”

For more suggested scripting, review Premier Upgrade Package (PUP).


Process: Adding Additional/Optional Items

  1. Open the customer's account 
  2. Select Options


Adding Additional Items

  1. Select the Additionals Tab
  2. Select the applicable Trade
  3. Select the eligible item
    1. IF the item does not display, THEN it is not available.
  4. Enter quantity in the Addtl Column

Adding Optional Items

  1. Select the Options Tab
  2. Select the applicable Trade
  3. Select the eligible item
    1. IF the item does not display, THEN it is not available.
  4. Enter quantity in the Qty Opt column


Adding Group Options

  1. Select the Options Tab
  2. Select the applicable Trade
  3. Select the eligible item
  4. IF the item is not displayed, THEN the item is not available.
  5. Enter quantity in the Qty Opt Column


Adding Deductible Options

  1. Select the drop-down arrow by Deductible Amt
  2. Select the desired deductible option.
    1. IF the deductible option does not display, THEN it is not available. 


Common Tab (Cinch Real Estate Only)

  1. Only items with a blue box are eligible to be added.

Summary Column

The Summary Column displays the following:
  1. The item(s) added
  2. Quantity
  3. Cost
  4. Item Description
Bottom Half
  1. Deductible Amt
  2. Original Cost
  3. Changes
  4. Updated Cost


Save and Collect Payment

After selecting and verifying the requested add-ons, follow the steps below to complete the transaction.
  1. Select Save on the Options screen
  2. Choose payment type from the pop-up
    1. Pay in Full
    2. Monthly Installment (if eligible

  1. Collect Payment
  2. Review all changes with the customer
  3. Select Save at the top of SCM

Note: SCM will not allow additional changes for up to 24 hours

Monthly Installments Collection Process

  1. Determine how far the customer is in the current billing cycle.
  2. Collect the total monthly installment amount due for the additional item based on the number of billing periods that have passed.
    1. This ensures the account remains current.
  3. The additional installment amount will be added to future monthly payments.

Example

The customer adds the Premier Upgrade Package for $150.
  1. The monthly cost is $12.50 ($150 ÷ 12).
  2. The first payment of the agreement year was March 1.
  3. Today’s date is April 15. 
  4. The next payment is due May 1.
  5. Total to be collected for the Premier Upgrade: $25.00 
    1. March: $12.50
    2. April: $12.50

Fulfillment/Welcome Kit Requirement

  1. Submit a new Fulfillment Request after changes.
    1. If a new Fulfillment/Welcome Kit is not requested, coverage updates will not display in My Account/TIMX.

  1. Review auto-summary notes and add notes to the Communication History Log.

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