Buyer Direct Warranty (BDW)

Enrollment System Process

1.     Obtain and write down the property address and conduct a search prior to processing to prevent duplicate enrollments.

2.     If no records are generated, continue with the enrollment. (if the closing date is more than 30 days, enter the enrollment as an Open Direct)

3.     Obtain the buyer’s name(s), best contact telephone number, alternate telephone number and email address.  (Repeat this step to enter each additional contract holder)

4.     Enter the property address.

5.     If applicable, retrieve mailing and/or billing address.

6.     Obtain agent’s main office telephone number, to retrieve the broker number. (Exception: for Edina, enter the agent’s name)

7. An HMS member broker number must be utilized.  If the caller is the homeowner (For sale By Owner – FSBO), enter the appropriate AE house account number, Agent Unknown .

·       If the agent is not interested in becoming a member, set up as AE House Account, Agent Unknown.  

8.     Verify if the property is a single-family home, or multi-dwelling.

9.     Obtain the closing date.

10.  Select the Plan.

11.  Click Save.

12.  Offer Buyer options (ex. Pool, Spa, etc.), and additions (ex. A/C, Toilet, etc.), when available, refer to the state matrix.

·       Click on the Option tab, to add additional items, such as, refrigerator, water heater, etc. for the buyer.

·       Save

14.  Ask the agent if they prefer the invoice to be emailed or faxed.  (Email is the preferred method)

If the customer requests service:

·       HMS will allow one (1) courtesy claim, until funding is received or verified, when the property closed within the past 30 days and the property address is not enrolled.  

·       Connect the homeowner to Customer Service ext. 3000to process a verbal claim.

DO NOT CONNECT TO CUSTOMER SERVICE IF A VERBAL CLAIM HAS BEEN PLACED.

·       Upon receipt of full payment, a welcome kit is mailed to the buyer stating the terms and conditions of coverage.

 

To Generate a VSI-Fax invoice to the agent for confirmation:

 

1.     Click on the Visifax  icon

2.     Select the desired Source to send fax

3.     When applicable, click on the Add icon to add a new fax number.  

4.      Click Yes on the pop up that appears 

5.     Ask if there are any other parties (i.e. Title Company) that might need a confirmation invoice.

6.     Select the Cover Page and Optional Page radio buttons and click Send Fax.

 

If a fax number is not available, fax the invoice to the Enrollment Membership Services fax number (1-800-468-7307) and mail the VSI-Fax invoice to the agent.

 

7.     Advise the agent that the confirmation will be sent shortly.

8.     Provide the following to the caller:

9.     The application number

10.  The price of the warranty

11.  The effective date of coverage (seller warranty is effective the day we receive the application).

12.  Document the transaction at the communication log.

 

To Generate a Confirmation Email Invoice to the agent:

1.     From the TIMX Navigation window, click on the Email Confirmation Invoice

 

2.     Enter the Contract Number, Renewal Year and the Purchase Type.

3.     Enter the recipient's name in the Email Recipient field and the email address in the appropriate field.

4.     Click Run Report

 

5.     Document the transaction at the communication log.

 

If an agent is NOT set up in our system as a member, follow the process below:

 

This process should be used when an agent who is not currently set up in our system as a member and wants to enroll a homeowner.  

 

To eliminate duplication, search TIMX using all required methods prior to applying the process below.  There will be NO EXCEPTIONS.

 

1.     Email the respective Account Executive or Affiliate with the callers information.  

·       Account Executive will email the necessary documentation to the agent.

No documentation can be sent to the agent from this team. It will be managed by the respective Account Executives or Affiliates.

 

2.     REQUIRED information to be Included in the email:

·       Company's Name

·       Phone #

·       Caller’s name

·       Address

·       Email address

3.     Add the request for initial member set up in QuickBase.

·       The template below MUST be used on your email to the Account Executive.

·       Copy the template to Word and save for future use

·       Update the information

·       Paste to your email

 

This process cannot be skipped or altered in any way.  If you are not 100% sure of what to send or who to send the information to, BEFORE proceeding, you MUST contact a Senior Representative, your Supervisor or Manager.   

 

Mandatory template to be used:

Hi,

The below agent has requested information to be set up as a member.  Can you please contact them and forward the Member Agreement, Addendum and Worksheet as needed?

Please let me know if you need any further information or assistance.

Thank you

 

 

Procuring agent – The agent that asked for the warranty is the procuring agent. If the warranty is being ordered at the time of listing, the listing agent is the procuring agent. If the warranty is being ordered at the time of closing, the buyer’s agent is the procuring agent. This is regardless of who is paying for the warranty.

Buyer’s agent calls in to add SHW until closing - The buyer’s agent cannot call in a warranty to include the seller during the listing period (unless they represent the seller in addition to the buyer). Also, the closing has to be more than 30 days away. If it is less than 30 days, it needs to be entered as a BDW only.

 

The agent can enroll, convert and renew on-line.