Hippo+ Service Initiation, Follow-Up, & Reimbursement

Hippo+ Service Initiation, Follow-Up, & Reimbursement


Purpose

Outlines the process for service initiation, follow-up, and reimbursement procedures.

Overview

Hippo+ and Cinch have partnered to provide Total Home Protection with Home Owners Insurance, Home Warranty, and Proactive Home Care Membership all under one plan in the states of Texas and Virginia.
Embedded with the purchase of a Hippo+ Homeowners Insurance Policy, customers receive proactive home services through the Home Care Membership and breakdown coverage through their choice of five Cinch Warranty Plans.

Hippo/Cinch Warranty Service Initiation

The Hippo+ plan provides a White Glove experience and requires enhanced service handling:

  1. One point of contact throughout the life of the Service Job. No need to keep repeating the nature and status of the claim each time they reach out.

  2. Proactive updates at every step of the claims process can include: calls, emails, and text messages depending on your clients contact preference.

  3. Expedited claims handling with no blackout periods for  breakdowns.
When a customer contacts Hippo Insurance for a warranty request (breakdowns/failures), the Hippo agent will:
  1. Gather the required information included in the Customer Intake Form.
  2. They will then warm transfer to Cinch by calling (1-844-264-0834) and supply the Cinch agent with all service request details
  3. The Cinch Hippo Agent will then:
    1. Retrieve the customer’s contract via property address
    2. Document all information provided by the Hippo agent
Customer Intake Form: 

FIELD NAME

DEFINITION

Customer Property Address

The customers property address

Customer Phone Number

The customers primary phone number

Customer Full Name

The callers full name
(If not the customer, gather the customers name and their relation to the caller)

Item Failing

What item is failing
 (i.e. Refrigerator, Dishwasher, HVAC, etc.)


      4. Confirm details with the customer as needed
      5. Create a service request.
      6. Collect the deductible
      7. Assure customer that Cinch/Hippo will be “holding their hand” every step of the way!”
      8. The Service Technician will be scheduled to diagnose and repair or replace the covered item.
      9. Once the call is complete, the Cinch Agent will send out the welcome email to the customer.
  1. Include the following in the body of the email: 
    1. Claim Details
    2. Contact information
    3. Booking link

Warranty Status Updates:

For after hours service request: Customers should call 1-866-243-8861. 


When updates are made to the job, the assigned Cinch Agent will reach out to advise the customer via phone call or email.

STATUS

DISPLAY

DEFINITION

Locating Technician

Dispatch team searching for Service Partner

Cinch dispatch team is working on finding a service partner

Awaiting Appointment Confirmation

Provider to contact to schedule appointment

Technician has not yet provided a status update of confirmed appointment

Appointment Confirmed

Service visit scheduled

Technician has provided a status update that appointment was confirmed with customer

Service in Progress

Awaiting Diagnosis

Current date is equal to or after the scheduled date if an appointment was confirmed

Authorization in Progress

Diagnosis received and under review

Scheduled visit has passed but job has not yet been completed or parts not yet requested, involves communication with Cinch and the Technician to move forward

Awaiting Parts

Part(s) are required and in process

Status updates on the job reflect parts process such as parts requested, parts ordered, parts shipped, etc.

Return Visit Scheduled

Return visit scheduled

Appointment has been confirmed after parts process or technician has provided a status update that a return visit has been scheduled

Return Visit in Progress

Service is in progress

Current date is equal to or after the scheduled date after a return visit was scheduled

Service Complete

Requested service has been fulfilled

Service has been completed per status updates from technician

Service Request has been Cancelled

Service cancelled

Job was canceled in the system


Home Care Membership Service Initiation

Home Care Membership inbound requests are restricted to Monday-Friday 8AM-6PM Eastern Time and are handled by dedicated Hippo Agents.

When a customer calls into Hippo with a Membership Request (proactive services), the Hippo agent will:
  1. Gather the information included in the Membership Claim Intake Form and send the information
    via chat.

    Membership Claim Intake Form:

    FIELD

    DESCRIPTION

    Customer Property Address

    The customers property address

    Customer Phone Number

    The customers’ primary phone number

    Customer Full Name

    The caller’s full name.
    If not the customer, gather customers’ name and their relation to the caller.

    Membership Service Requested

    Which service are they requesting
    (i.e. Preventative Maintenance, Re-Key, Gutter Cleaning, etc.)


  1. After the Cinch receives the chat message, they will:

    1. Retrieve the customer information by property address in Zoho

    2. Select the Membership Product

    3. Create a Service Request for the customer.

    4. Search Service Provider availability

      1. If an in-network SP is available follow BAU dispatch process

        1. Important: Do not proceed with scheduling until the SP confirms they can accept the Fee for Service request.

      2.  IF no in-network SP is available THEN select the dummy SP called  “Hippo Membership Reimbursement”  

        1. An email will be sent to the customer with instructions on hiring their own service provider and getting reimbursed.

          The email will include: 

          1. Service Job Number

          2. Requested Item

          3. PDF of the Membership Reimbursement Instructions

        2. Customers will follow instructions to hire, pay, and submit reimbursement for the requested service.

        3. Once approved, Cinch will: 

          1. Process reimbursement request

          2. Email the customer the approved reimbursement amount

        4. Reimbursement Check will arrive via USPS within 14 days of approval.

Membership Status Updates

In the meantime, when updates are made to the job, the assigned Cinch Agent will reach out to advise the customer via phone call or email.

SUB STATUS

DISPLAY

DEFINITION

Awaiting Diagnosis

Reimbursement instructions issued

Service initiation created. Waiting on documents from customers provider.

Job Pre-Authorized

Job Approved,
Invoice Needed

Reimbursement offer sent but pending paid invoice.

Job Complete

Reimbursement Sent

Reimbursement payment authorized and sent.

Job Not Covered

Reimbursement Not Covered

Reimbursement was denied.


Cinch/Hippo Communication Process:

A Teams chat is available for pilot agents and subject matter experts from Hippo and Cinch to communicate.

Use this chat to ask questions that come up during calls.
  1. Warm transfer all new service requests to a Cinch agent
  2. IF the question is simple and does not require a transfer THEN post your question in Teams chat using the template below:

    COVERAGE QUESTION / FOLLOW UP / ESCALATION

    Customer Property Address:

    Customer Phone Number:

    Customer Full Name:

    Question/Issue:

Escalations

Escalations are handled by the dedicated Cinch Case Manager for Hippo Plus

Before escalating agents should:
  1. Post in Teams chat using the approved template
  2. Confirm if the Case Manager is available
    1. IF the Case Manager is unavailable, THEN note that a callback may be required.
 
While chat will be the primary source of communication between our 2 teams, there is also an email box that can be used when necessary. 


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