IF a Customer Service Agent receives the call, 

THEN follow the existing warm transfer process to Cinch Real Estate (HMS) or Retention based on the account type.

TS&R Agent Process

"<Caller Name>, we're sorry to hear about <Customer Name >'s passing and will be able to assist you with updating the account."

1. Verify the following information with the caller:

1. Caller's relationship to the deceased contract holder
   
2. Contract holder name
   
3. Physical address
   
4. Phone number associated with the account
   
   
2. Remove the deceased customer's name
   
3. Add the caller's name as an authorized user.
   
4. Cancel the account (if requested) using the existing procedures.
   

If the caller is keeping the plan active, take the following steps:

1. View the payment tab to confirm the payment method is in the caller's name.
   
2. If the payment method is in the deceased customer's name, request a payment method in the caller's name.
   

1. Example Script:
    "I see that the current payment method on file belongs to [deceased name]. Can you provide us with a payment method in your name?"
3. If it is a shared card, update the name in TIMX to reflect only the caller's name.
   
4. Thank the caller for the update and close the call.

Documentation

Caller is Unable to Verify the Account

1. Inform the caller that the information must be verified to update the account. 
   
2. Explain to the caller that once they can provide verification information, they can call back to update the account. Provide the call-back number
   
3.  For written requests, the following information is required: 
   
1. Caller's Name
   
2. Caller's relationship to the deceased customer
   
3. Caller's contact information (phone number and mailing address)
4. Customer's contract number and full property address
   
   
4. Provide mailing address/email address.
   

   Email: AccountsReceivableRO@cinchhs.com
   
   

   Mailing Address:
   PO Box 810275
   Boca Raton, FL 33481-0275

   
   
5. Document the account