Change Of Plan Process

Change Of Plan Process

The Change Plan function is used when:
  1. Enrolled/renewed contract was enrolled/renewed into an incorrect plan (i.e., changed to or from private label, plan type) and needs to be changed to a different plan.
  2. Retention renewal efforts result in a change of plan.

Info
Check for Options/Additions on the existing plan. Reference procedure below.
Notes
Reminder: California customers are to be transferred to the CA Retention group at Ext. 69205.
Warning
A NEW Welcome Kit must be sent after EVERY plan change. Reference the procedure below. 

Change of Plan Guidelines

Notes
Specifics for DTC, Sams and Sears appear below

  1. From the Menu Options icon, select the Change Plan tab.

      

  2. To view the current plans for the area, click on the Available Plans down arrow.
  3. Select the desired plan.

      

Sam's Change of Plan

Down-tier plans are available anytime during the year.
Info
Upgrades are available within 90 days of the effective/renewal period. 
  1. Select Change of plan tab.
  2. View the current cell code and select the same cell code from Cell Code tab (Sam's Club, Digital, In-Store).
  3. Select the proper down-tier plan to change the plan.



  4. Select Ok. A Select Plan pop-up box will populate.



  5. Click OK and Save.
  6. Document the account.

Sears Change of Plan

Info
Upgrades are available within 90 days of the effective period.
  1. Select change of plan.
  2. Select the cell code tab.
  3. Select the proper plan change - Will Renew into P3



  4. Click Ok, and Tab.
Info
If the wrong plan generates, and/or an error occurs, contact a supervisor and/or create a JIRA ticket.

DTC Change of Plan

Down-tier plans are available anytime during the year.
Info
Upgrades are available within 90 days of the enrollment/renewal effective date.
  1. Select Change Plan tab.
  2. Click the down arrow beside Available Plans
  3. Select the desired plan under the cell code DTCCP
    1. Appliances Plan
    2. Systems Plan
    3. Complete Home Plan

Adding Options/Additions Process

Warning
When a change of plan occurs, options/additions will be dropped.
Change Plan with Existing Options/Additions
  1. If the customer is eligible for a plan change, check whether they have existing Options/Additions on the other account.

  2. If options/additions are present, add them back at the bottom of the Change Plan screen. 



  3. Identify whether the options/additions are paid in full or are being paid in installments. 
    1. Active Period: If options or additions are set up with installment billing, they will continue to bill in installments.
    2. Renewal (Inactive) Period: Options/additions require full payment for the first year. Installment billing becomes available at the next renewal.

  4. Save, use the script to set the appropriate expectations, and submit a Fulfillment Kit request (see below for more details)

Change Plan WITHOUT existing Options/Additions

If the customer chooses to add options/additions to the new plan change, follow the procedures below:
  1. Add the requested options/additions in the Plan Change screen.

  2. The added coverage must be paid in full the first year of the plan change. Once the plan is renewed, it can be billed in installments. 

  3. Save, use the script to set the appropriate expectations, and submit a Fulfillment Kit request (see below for more details)

Troubleshooting: 

For issues with adding, removing, or collecting paying for options/additions, contact a supervisor and/or create a Jira and enter the following: 
  1. Subject field: Contract number
  2. Description field:  enter the plan change performed, options/additions added or removed,  and the issue you're experiencing. 

Sales Disclaimer

Address additional questions accordingly. Retain by reading the following Disclaimer.
Quote


[Customer Name], to confirm,  you will be keeping your [Plan Name] home warranty active with a coverage change from [old plan] to [new plan] effective immediately.
The new <Monthly/Annually/3 Installments> will be billed to your [payment method] on file at the new rate of <Amount>. Is that ok?

Obtain a verbal YES from the customer

You are agreeing this coverage is for one year and will automatically renew at the [new monthly cost] unless you cancel before the renewal date. Do you agree?

Obtain a verbal YES from the customer
Warning
Obtain a verbal Yes to both questions.  If they say something other than yes, prompt them to Confirm by providing  a clear YES.

Add Fulfillment Request After Changes

Once the plan is changed, you are required to initiate a new Fulfillment Request. 
Notes
IF new Fulfillment Request is NOT processed, THEN an incorrect coverage summary will appear when checking “View Current Coverage.”
AND customer will see incorrect coverage on MyAccount. 
The image below shows a customer whose plan was changed from the Appliance Plan to the P3 Complete Home Plan.


When you select the “View Current Coverage” option without requesting a new Fulfillment,



The coverage Summary of the previous plan populates. In this example, you would still see the Appliance warranty, not the Complete Home Plan.







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