Customer Options: Customer Decision and Service Job Update

Customer Options: Customer Decision and Service Job Update

Customers are offered claim options via email. These emails provide options for accepting a claim credit/buyout or repair/replacement. The email will contain links to separate forms/landing pages depending on their decision. When these forms are completed and submitted, the customers decision is finalized. 
  1. If we do not have an email address on file for the customer, they will be contacted by phone to discuss the options and make a decision.
Only the contract holder can make decisions regarding repair/replacement, claim credits, and returns.

Processes by Department

Customer Service

If a message has been left for the customer by the Research Team, Customer Service will receive the return call.
  1. Locate the Customer Claim Options Note in the Service Job Comments.
  2. Advise the customer of their options and answer any questions they may have.
    1. If a claim credit amount was not included in the options note, inform the customer that their request will be reviewed, and they will receive a call back with the claim credit amount.
    2. Obtain assistance from a Supervisor or Manager to determine and update the claim credit amount and call the customer back.
  3. Add a note to the Service Job Comments that captures the customer's decision.
    1. Examples:
      1. <Customer Name>, accepts the replacement clothes dryer.
      2. <Customer Name>, declines the replacement clothes dryer - accepts the claim credit of <amount>.
  4. Create the appropriate exception based on the customer's decision.
    1. If the customer accepted the replacement, create the TSS-Order Equipment Exception .
    2. If the customer accepted the claim credit/buyout, create the SS-Claim Credit Review Exception .
      1. Advise the customer of the following disclaimer:
        "The specific <item within the unit> will be excluded from coverage for the life of the manufacturer's warranty, and the <item> will be excluded from coverage for one year."
  5. If the customer wishes to dispute the claim decision or the claim credit amount, follow current Escalation Policies.

Parts Sourcing

  1. Review the TSS-Order Equipment exception and complete the order process.
  2. Follow up with the Service Professional regarding the claim decision and any additional actions needed (i.e., claim submission).

Support Services

  1. Review the SS-Claim Credit Review exception and approve the claim for the claim credit.
  2. Follow up with the Service Professional regarding the claim decision and advise that the claim has been submitted internally on their behalf.

Claim Credit Check Verbiage

The following disclaimers are now printed on claim credit Checks sent to the customer by mail, relaying their acceptance of the funds equals the satisfaction of our claim responsibility:

Claim Credits and Reimbursement Checks:
"Tendered as full satisfaction of claim; Acceptance deemed final payment in full."

Appliance Install Claim Credits:
"Tendered as final payment in full of appliance install credit."

Customer Unclaimed Payments 

If a customer advises they received a letter in the mail regarding Unclaimed Property, the letter includes their instructions on how to claim the payment.
  1. If payments issued to customers are not reconciled (check cashed, etc.) after 3 to 5 years, our Accounting department will mail a letter advising they must respond within 30 days to claim their funds, or the funds will be issued to the state they reside in. 
  2. The letter instructs customers to fill in the necessary info to either Re-issue payment, Void payment, or Update Payee or Address, and submit by Email or Fax.
  3. If the customer does not respond and the funds are issued to their State, they must then contact their State Unclaimed Property Department.
Example Letter below:

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