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 Professional during a service event. Below is the procedure for handling these situations.

Process

When a customer reports potential damage caused by a Service Professional, the following actions should be taken:
  1. Advise the customer that each Service Professional is an independent company and is responsible for any damage resulting from workmanship.
  2. Offer to contact the Service Professional and advise them of the customers damage claim.
    1. Encourage the Service Professional 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. 
  3. If the Service Professional refuses to reach out to the customer and/or informs us that they were not the cause of the problem, advise the customer that they will need to contact their homeowner's insurance company. Cinch will also provide the customer with the Service Professional's insurance information and advise the Service Professional of this.
    1. Potential customer concerns may center on their homeowner's insurance deductible.
      1. If this is a concern, let them know that if their insurance company finds the Service Professional at fault, there may be a subrogation process between the insurance providers to cover the deductible.
      2. This is not a guarantee made by our company, and we will not cover the cost of the deductible reimbursement.
      3. If the customer has Homeowner's Insurance Deductible Reimbursement coverage as part of their warranty, follow the standard process.
  4. Create the SPF-General Conduct Exception. Enter the appropriate keyword in the Exception Comment and details in the Service Job Comments.
  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.
DO NOT set the expectation that the customer will receive a call back from us. The SPF-General Conduct Exception is used for information purposes only.

Click here to view Customer Damage Claim Script​

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