Most third-party sales are attained either from telemarketing or direct mail campaigns.  During a campaign, we work with the client to select a number of credit card or mortgage customers (several hundred thousand to a million or more) to contact.  If the customer decides to purchase the product, they are enrolled through Cinch’s system as an open direct warranty by one of the following methods:

1. Pre-load – Applications are entered into the TIMX Warranty enrollment system before the customer accepts the program. Once accepted, the application is converted into an active contract or membership.
2. Direct Enrollment – If the customer’s information has not been pre-loaded or pre-enrolled, the enrollment is entered directly into the TIMX Warranty system. This occurs when the customer requests enrollment by phone or by submitting a mailed application.

Pre-Loads Procedure

The following steps are required when processing enrollments for Pre-Loads.

1. Open the TIMX Warranty application.
   
   
2.  At the top of the screen, click on the Enrollment icon. 
    
   
3.  Select HS Search Panel. 
   
   
4. You MUST ALWAYS CONDUCT AN ADDRESS SEARCH FIRST to avoid duplicate enrollment and prevent customers from being double-billed. Enter the property house number and the zip code in the appropriate fields, and click on the All field.
   
   
5. When you perform an address search in TIMX, the pre-loaded application information appears in the HS Search panel, highlighted with three different colors.
   
   
   
   
6.  Double click on the desired record, which will take you to the Application Entry Form.
   
7. Review the product, price, and deductible with the customer for confirmation.
1. If the campaign period has expired, then advise the customer that the campaign has expired and is no longer available. 
   
1. An expired reservation number cannot be used unless it is the loan number.
   
2. Enroll the customer under the most recent active campaign for that client, located in TIMX SCM under the client's Client ID and Cell Code.
   
   
8. Click on the Green Conversion icon to convert the enrollment. 
   
   
   
   
   
9. Enter the enrollment date (today’s date) and click OK. 
   
   
   
   
10.  A message will display, “Application Conversion Successful, will now open enrollment form.”   Click OK. 
    
    
11.  An additional name can be added as a secondary user from this screen by clicking on the next prefix box.
    
    
12. Capture the caller's home phone number and alternate phone number (if available), without the dashes; the dashes will insert automatically.
    
    
13.  Select the field to the right of the work telephone number, to enter the work extension number (when applicable). 
    
    
14. Capture Email address.
    
    
15. If applicable, to add a billing/mailing address, click on the Bill/Mail Address Tab
    
1.  The property address will appear in both the billing and mailing addresses.  Enter an alternate billing or mailing address.
   
   
16. Confirm we have a Valid Payment Method on file: Utility/Mortgage (Loan #), CC, ACH.
    
    
17. Enter notes in the Comm Hist Log.
    

Direct Enrollment Procedure

The following steps are required when processing Direct Enrollments.

1. Open the TIMX Warranty application.
   
   
2. At the top of the screen, click on the Enrollment icon.  Select HS Search Panel. 
   
   
3. You MUST ALWAYS CONDUCT AN ADDRESS SEARCH FIRST to avoid duplicate enrollment and prevent customer from being double billed. Enter the property house number and the zip code in the appropriate fields, click on the All field. If the search does not generate an active account, proceed to the next step.
   
   
4. Click on the Add menu or the add icon or depress the Alt key and the letter A simultaneously to initiate the enrollment process.
   
   
5. At the HS Online Enrollment screen, skip the Application No. and the Contract No. fields.  Once the document has been saved the system will assign a contract number.
   
   
6. If Applicable, select the down arrow of the Prefix field and make the appropriate selection. Tab and enter the homeowner’s full name within the correct fields.  If the customer has a suffix (i.e. II, Jr.), click on the down arrow to select.
   
   
7. An additional name can be added as a secondary user from this screen, by clicking on the next prefix or name box.
   
   
8. Type the daytime telephone and alternate telephone number without the dashes, the dashes will insert automatically.
   
   
9. Select the field to the right of the work telephone number, to enter the work extension number and Email address. 
   
   
10. Tab and the zip code window will appear.  (This window will not display when the correct zip code is entered during the address search entry).
    
1. Enter the property zip code and select the corresponding city, if applicable.
   
2. The city and zip code will transfer to the appropriate fields.
   
   
11. At the Property Information field, enter the property address.
    
    
12. When applicable, add a billing/mailing address by clicking on the Bill/Mail Address tab. The property address will appear in both the billing and mailing address.  Enter an alternate billing or mailing address.
    
    
13. Click the Plan button to select the property type and plan information.
    
    
14. At the Client ID field the client defaults to HMS.  To change the Client ID, select the down arrow to search for the Client ID from the list.
    
1. From the list, select the scroll bar to locate the client ID OR from the Find field, enter the first two letters of the Client ID name to reduce the list, and select Find.
   
   
15. Select the desired Product Type by click on the down arrow.
    
    
16. Once the Product Type is selected, a pop-up window will display to select the appropriate cell code.
    Be sure to select the correct cell code based on the current campaign for the client.
    
    
17. At the Plan field, select the appropriate plan by clicking on the down arrow twice.  Once selected all applicable plan information (i.e. the effective date and expiration date of the agreement, cell code, base price, plan deductible, and the plan effective date) will display on the Enrollment Screen.
    
    
18. Offer to add options and additions.
    
1. If the customer declines, advise homeowners that options/additions can be added up to 30 days from the effective date.
   
   
19. To complete the enrollment and set billing, use the appropriate process below based on the billing and marketing method.
    Reminder: Read the Verbal Agreement Script Before obtaining payment method details. Click HERE for disclaimers.
    
    
20. Non-PCI Compliant Secure Card Processing: customers will manually enter their card information through a secure link. 
    
21. PCI Compliant Secure Card Processing: If the card information cannot be entered through the secure link, only authorized agents may manually enter the card details.
22. Financial Institution: Automatic Clearing House (ACH) and DDA- Direct Debit Account billing is set up to automatically deduct from the customer’s banking account (Savings or Checking)
23. Mortgage and Utility: Billed through the customer's mortgage or utility company. Only monthly billing is available. 
    
24. Bill Me: Before selecting Bill Me, you must obtain  Supervisor Approval and notate who approved. 

 Enrollments. Agents should attempt to overcome the customer's objection to retain a payment method on file by using one rebuttal.

 Enter Notes in the Communication Log and Save.

1.  Enrollment Purchase Types