Change Plan
The Change Plan function is used when:
- 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.
- Retention renewal efforts result in a change of plan.
Check for Options/Additions on the existing plan. Reference procedure below.
Reminder: California customers are to be transferred to the CA Retention group at Ext. 69205.
A NEW Welcome Kit must be sent after EVERY plan change. Reference the procedure below.
Change Plan Process
- From the Menu Options icon, select the Change Plan tab.
- To view the current plans for the area, click on the Available Plans down arrow.
- Select the desired plan.
Sam's Change of Plan
Down-tier plans are available anytime during the year.
Upgrades are available 30 days before and 30 days after the enrollment/renewal effective date.
- Select Change of plan tab.
- View the current cell code and select the same cell code from Cell Code tab (Sam's Club, Digital, In-Store).
- Select the proper down-tier plan to change the plan.
- Select Ok. A Select Plan pop-up box will populate.
- Click OK and Save.
- Document the account.
Sears Change of Plan
Upgrades are available up to 60 days from enrollment, 30 days before, and 30 days after the renewal effective date.
- Select change of plan.
- Select the cell code tab.
- Select the proper plan change - Will Renew into P3
- Click Ok, and Tab.
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.
Upgrades are available 30 days before and 30 days after the enrollment/renewal effective date.
- Select Change Plan tab.
- Click the down arrow beside Available Plans
- Select the desired plan under the cell code DTCCP
- Appliances Plan
- Systems Plan
- Complete Home Plan
Adding Options/Additions Process
When a change of plan occurs, options/additions will be dropped.
Change Plan with Existing Options/Additions
- Once the plan renews, we must SAVE and EXIT, and Refresh (go back in).
- When agents are selling a down-sell product, view options/additions to see if they are eligible for the plan change.
- Figure out whether the options/additions have been paid for in full, or in installments.
- Contact a supervisor and/or create a Jira:
- In the Subject field, enter the contract number.
- In the Description field enter plan change performed, options/additions drop. List the options and additions and state whether they have been paid in full or in installments.
Change Plan WITHOUT existing Options/Additions
- If Options/Additions are not added to the existing plan and the customer chooses to add options/additions to the new plan change:
- Options/Additions must be paid in full for the first year of the plan change. Once the plan is renewed it can be billed in installments.
- Contact a supervisor and/or create Jira Ticket to add options.
- In the Subject field enter the contract number.
- In the Description field document, the options/additions have been paid for.
Sales Disclaimer
Address additional questions accordingly. Retain by reading the following Disclaimer.
[Customer Name], to confirm, you will be keeping your Cinch [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 credit card on file at the new rate of
<Amount>. Is that ok?
Obtain a verbal YES from the customer
You are agreeing that 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
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 you’ve completed the plan change, initiate a new Fulfillment Request.
IF the new Fulfillment Request is NOT requested, THEN an incorrect Coverage Summary will appear WHEN checking “View Current Coverage.”
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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