Crisis Driven Hardship: Offer & NEW cancel reason

Crisis Driven Hardship: Offer & NEW cancel reason

Customers may call, indicating they are unable to pay their premium due to a financial crisis, like the current Government Furlough.

Do not proceed with cancellation immediately. Retention efforts are expected. 

IF a customer calls to cancel, AND mentions a Crisis Driven Hardship, THEN present a one-month free offer to assist with their financial need. 

Notes

IF the customer has already accepted a Save Offer within their current warranty period, THEN contact your supervisor to process the Financial Crisis one month free.

Quote

Suggested Script:

"I understand this is a difficult time, and we’re here to support you. Let’s see how we can keep your coverage active while working through this together.
You're a loyal customer, and I'd like to offer you a month free to help ease the burden. Can I do that for you now so you can keep your coverage?"

You're a loyal customer and I'd like to offer you one month free to help ease the burden. Can I do that now so you can keep your coverage?

Cancellation

IF the customer doesn't feel comfortable continuing their warranty AND declines the offer, THEN use the new cancel reason Crisis Driven Hardship.

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