Cinch Real Estate Warranty Transfer Process

Guidelines

When an Real Estate Agent  or Homeowner wishes to transfer their existing warranty, they must be advised of the following:

1. To transfer the balance of the warranty, a transfer form must be completed, and a $25 fee must be paid. 
   
1. If they wish to transfer the current year and add a year, the $25 transfer fee is waived.
1. The additional year is enrolled at the discounted new warranty pricing and not the renewal pricing (renewal pricing is typically much higher).
2. The fee and any balance on the remainder of the year must be paid in full before the transfer is completed.
   

Procedure

1. Collect the $25 transfer fee plus any remaining balance on the account. 
   
1. Can be paid later; however, it will not be transferred until all fees are paid.
   
   
2. Submit a QuickBase request for the transfer form to be emailed to the customer/REA. 
1. Capture and enter the email address where to email the transfer form.
   
   
3. Once we receive the completed form, we will notate the account and forward it to Accounting for processing.
1. If an additional year is required, the Service Center Team will enroll it.
   
   
4. Accounting will not process the transfer until all fees have been paid.
1. In the event the fees or balance due were not paid, it will be sent back to the associate who requested the transfer form to contact the customer and collect the fees/balance.
   

Please do not change the name on the warranty, as this can only be done by the accounting department.

Scripting

Homeowner Transfer Warranty Script

This script is used when the homeowner requests to transfer the remaining time on a warranty to the new buyers.

GREETING
Thank you for calling Membership Services.  This is <Agent Name>.  Who do I have the pleasure of speaking with?  How may I help you today?
SITUATION
Examples: >I would like to transfer a title.  >I have sold my home and would like to transfer the warranty to the new owner. I> have recently purchased a new home, and the seller was supposed to transfer the warranty to me.
IF CONFERENCED OR TRANSFERRED FROM A CLIENT OR SERVICE PARTNER, ALSO STATE:
"Please be aware, we are on a recorded line..."
TRANSITION STATEMENT
"I would be happy to assist with transferring the Cinch Home Warranty.  Am I speaking with the seller or buyer of the home?"
VERIFICATION
“I just need to confirm a few details about the warranty transfer. This will only take a moment, and then I’ll send the form to you right away.”  May I have the property address that the warranty is on? <perform a property search>  What is <your/the seller’s/the buyer's> first and last name?   Has any of the contact information changed? May I have the closing date?
Seller		Buyer
"Congratulations on completing your sale, and thank you for having the Cinch Home Warranty on your home.  We hope your warranty made selling your home easier and gave you peace of mind by protecting you from unexpected expenses."		"Congratulations on completing the purchase of your new home!  We’re here to help you get started and give you confidence by protecting your home systems and appliances from unexpected repair costs.”
ADVISE
"To transfer a Cinch Home Warranty to you/your buyer, will need to complete and return the transfer form along with documentation for the closing/sale.  There is also a $25 transfer fee. Please advise your client that this fee can be waived if they pay for another year of renewal.  The price for the next year is $___.                              We can accept payment of the fee by phone and then send the form out to you."  <if homeowner agrees, follow guidelines for processing a One-Time Payment>
SEND FORM
For your convenience, we can email the transfer form to you.  What email address should we use?  <capture email address and request the form be sent>
PHYSICAL MAIL REQUESTED
Who should we send the form to, and where should it be mailed?  <capture physical address and request that the form be mailed>
CLOSING
Seller		Buyer
"We will get the form right out to you today.  Do you have any other questions that I can help you with today?"  <address and proceed>  "Thank you for your business! If you’d like assistance with purchasing a Cinch Home Warranty for your new home, please give us a call.” We are available 24 hours a day, 365 days a year to provide service whenever you need it. Have a great day/evening/night."		We will get the form right out to you today.  Do you have any other questions that I can help you with today?"  <address and proceed>  Thank you for your business! Feel free to contact us in the future regarding your Cinch Home Warranty.   We are available 24 hours a day, 365 days a year to provide service whenever you need it.  Have a great day/evening/night."

Realtor Transfer Warranty Script

This script is used when the realtor requests to transfer the remaining time on a warranty to the new buyers.

GREETING

"Thank you for calling Membership Services.  This is _______________.  Who do I have the pleasure of speaking with?  How may I help you today?"

SITUATION

My client has just sold their home and they would like to transfer the remaining warranty to the new owner.  - or -  My client just purchased a home and the home warranty on the property needs to be transferred to them

TRANSITION STATEMENT

"Congratulations on a successful sale! I would be happy to assist you with transferring the Cinch Home warranty."

IF CONFERENCED OR TRANSFERRED FROM A CLIENT OR SERVICE PARTNER, ALSO STATE:

"Please be aware we are on a recorded line."

ADVISE

"In order to transfer a Cinch Home warranty to the buyer, there is a form that needs to be completed and returned to us with the documentation of the closing/sale.   There is also a $25 transfer fee that must be included with the returned form.   Please advise your client that this fee can be waived if they pay for another year of renewal.  The price for the next year is $___. The current warranty expires <date>."

VERIFICATION

"I would like to verify some information about the warranty that you are transferring.  This will take moment, and then I can get the form right out to you.  May I have the property address that the warranty is on? <write down the address and do a search>  What is the seller’s first and last name?  When was the closing date?  What is the buyer’s first name?  Is there a middle initial?  What is the buyer’s last name?  What is the buyer’s phone number?

SEND FORM

For your convenience, we can email the transfer form to you.  What email address should we use?  <capture email address and request that form is sent>

Physical Mail Requested

Who should we send the form to, and where should it be mailed?  <capture physical address and submit a request that form is  mailed>

CLOSING

We will get the form right out to you today.  Do you have any other questions that I can help you with today?  <address and proceed>  Thank you so much for your business and for assisting your customer with transferring their Cinch home warranty to their buyer.  Please contact us at any time if you have any questions or need assistance with client matters.  We are available 24 hours a day, 365 days a year to provide service whenever you need it.                                    Have a great day/evening/night.

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