Claim Credit: Portable Unit & Mini Fridge Approval

Claim Credit: Portable Unit & Mini Fridge Approval

When the following guidelines are met, escalations agents can offer the customer a claim credit for a portable air conditioner, portable heater, or mini fridge:
  1. The job must already qualify as a Medical Emergency
  2. The Service Report confirms this is a covered failure
  3. Customer does not have the Emergency Lodging Benefit or advises they cannot go to a hotel for medical reasons, pets in home, etc.
    1. If you are unsure if the reason for not using ELR makes them eligible, verify with a Team Lead or Supervisor before offering a claim credit.
Please use discretion and timing. If you assist a customer, they are already escalated and severity is flagged, however their repair/replacement is scheduled for just a few days away, the claim credit should not be offered.

If the customer meets all guidelines, a claim credit can be offered for the below amounts:
  1. Mini Fridge – up to $200
  2. Portable Heater – up to $250
  3. Portable Air Conditioner – up to $350
If the Service Job is already assigned to a Case Owner, refer the customer to that agent. The Medical Emergency Team has a different process so the Case Owner will need to handle this.

Process

In ServiceBench:
  1. Add a new Service Job to the existing Service Order.
  2. DO NOT complete the working job, the new job is only for the claim credit.
  3. Set the Event Type to Reassignment (Deductible Paid).
    1. This ensures ServiceBench will not trigger another deductible collection.
  4. If any information is missing from the Product Line, fill in the fields with the appropriate information.
  5. In the Problem Code field select No Symptom Received.
  6. Manually Assign the Service Job to Customer Concessions.
    1. Account Number: 700012172
    2. Company Number: 1239779308
  7. In the Service Explanation and Problem Description fields, add a note with the approval, reason, and amount of the claim credit.
  8. Update Severity to Medical Emergency based on the scenario.
    1. If this is not a medical condition/situation, DO NOT select Medical Emergency.
  9. Click Submit.
  10. Enter the following information into the Part Line:
  11. Product Row Number
  12. Part Ordered: Portable A/C Credit, Portable Heater Credit, or Mini Fridge Credit
  13. Quantity: 1
  14. Description: Portable A/C Credit, Portable Heater Credit, or Mini Fridge Credit
  15. Part Source: Cinch Home Services
    1. DO NOT update until all Part Line and Service Job information has been entered.
  16. Status: Approved
    1. DO NOT update until all Part Line and Service Job information has been entered.
  17. Service Failure Code: No Mechanical Failure
  18. Part Diagnostic Code: No Mechanical Failure
  19. Part Item Code: Other Part
  20. Unit Price: Enter what was approved for Claim Credit
  21. Click Save.
  22. Create the Claim and set up the Claim Credit.
    1. If customer wants a check, Approve the Claim
    2. If customer wants electronic payment, follow the JP Morgan Chase process.
  23. Update the Service Job to Complete.


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