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

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