Customer Damage Claims

Customer Damage Claims

During the course of the warranty service request process, customers may report damage they believe was caused by the Service Provider during a service event. Below is the procedure for handling these situations.

Process

When a customer reports potential damage caused by a Service Provider, the following actions should be taken:
  1. Advise the customer that each Service Provider is an independent company and is responsible for any damage resulting from workmanship.
  2. Offer to contact the SP and advise them of the customer's damage claim.
    1. Encourage the SP to contact the customer directly. Advise that during the damage claim process, their insurance information will be shared with the customer if they are not able to handle this situation directly with the customer. 
    2. If the SP refuses to reach out to the customer and/or informs us that they were not the cause of the problem, document the job accordingly for case management.
  3. Potential customer concerns may center on their homeowner's insurance deductible.
      1. If the customer has Homeowner's Insurance Deductible Reimbursement coverage as part of their warranty, follow the standard process.
  4. Follow the Priority Escalation Customer Claim Damage process. 
  5. If reviewing written correspondence, pictures, or other claim documents supplied by the customer, forward them to serviceprovider@cinchhs.com
    1. Do not solicit this information from the customer.
Click here to view Customer Damage Claim Script

    • Related Articles

    • SP Feedback Tracker

      At Cinch Home Services it is our commitment to partner with Service Professionals that deliver best in class service. It is important that we capture and follow through when feedback is received from our customers regarding positive and negative ...

    • Homeowners Insurance Deductible Reimbursement (HIDR)

      The Homeowner's Insurance Deductible Reimbursement is a benefit that allows homeowners reimbursement for all, or a portion of their deductible paid for a claim against their homeowner's insurance. Check the customer's contract to verify if HIDR is ...

    • Area Manager Escalation Process

      Agents will be required to follow department-specific guidelines when escalating a Service Professionals workmanship, conduct, or other service missed commitments to the Area Manager. Area Manager Escalation Process by Department Customer Service ...

    • Emergency Lodging Reimbursement (ELR)

      Check the customer's contract to verify if ELR is included before discussing these benefits. Confirm we have a COVERED service report before offering ELR. IF a customer mentions they can't afford Emergency Lodging THEN respond: "<Customer Name>, ...

    • Property Ineligible Guidelines

      Below are the guidelines for handling existing contracts that are ineligible for coverage. Process and Guidelines Ineligible Reason Claims Present Contract Status & Scenario Required Action >Manufactured Homes built before 1976 and/or not permanently ...