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 offer a comprehensive home protection solution in Texas and Virginia, combining homeowners insurance, home warranty coverage, and Proactive Home Care services under a single plan.

Included with the purchase of a Hippo (+ Homeowners Insurance policy, customers receive proactive services through the Proactive Home Care plan  and breakdown coverage through their choice of five Cinch Warranty Plans

Hippo+ Warranty & Proactive Home Care Plans Coverage Details

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

Covered Property

Customer Phone Number

The customer's primary phone number

Customer Full Name

The caller's full name
(If not the customer, gather the customer's 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 the 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.
            (example email included in the attachments below)
  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 requests, customers should call 1-866-243-8861 (ALL STATES)


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

The chart below is a tool provided to Hippo agents to interpret Cinch's claim statuses.

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


Proactive Home Care Service Initiation

Proactive Home Care 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 Proactive Home Care Request, the Hippo agent will:
  1. Gather the information included in the Proactive Home Care Claim Intake Form and send it via Teams chat.

Proactive Home Care Claim Intake Form:

FIELD NAME

DEFINITION

Customer Property Address

Covered Property

Customer Phone Number

The customer's primary phone number

Customer Full Name

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

Proactive Home Care Service Requested

Service Requested
 (i.e., Preventive Maintenance, ReKey, Gutter Cleaning, etc.)



Once Cinch receives the chat message, the Cinch agent will:

    1. Retrieve the customer information by property address or phone number in ServiceBench

    2. Scroll down to locate and select the Proactive Home Care Product.


      Notes
      1. The Warranty and the Proactive Home Care plan will be in the system as two separate plans. 
      2. Proactive Home Care services can only be entered on the Membership plan, which is PRODUCT NAME: MEMBERSHIP



    3. Create a New Job for the Proactive Home Care product. 

    4. Enter Service Job Details

      1. Verify contact details are up to date

      2. For Service Request Type, select Warranty 



      3. Select Product Line: 

        1. IF Preventive Maintenance service THEN select brand "OTHER"  

          1. In the Description Field enter "Preventive Maintenance" 

            Preventive Maintenance - Service Bench Product Line Name ($400 Maximum)

            Brand

            A/C Preventive Maintenance   - Required selection for Proactive Home Care A/C PM Services. DO NOT use any other version of this service

            Other

            Water Heater Preventive Maintenance

            Other

            Dryer Vent Cleaning

            Other

            Heating Preventive Maintenance -   Required selection for Proactive Home Care Heating PM Services. DO NOT use any other version of this service

            Other

            Plumbing Preventive Maintenance

            Other


      1. IF Other Home Services THEN select brand "CLEAN" 
        1. In the Description field, enter "Other Home Services"


          Other Service - Service Bench Product Line Name ($100 Maximum)

          Brand

          Carpet/Upholstery Cleaning

          Clean

          Pressure Cleaning

          Clean

          Membership Handyman Services - Required selection for Proactive Home Care Handyman Services. DO NOT use any other version of this service

          Clean

          Refrigerator Filter Credit

          Clean

          Gutter Cleaning Services

          Clean

          Window Cleaning Services

          Clean

          Tree Trimming Services

          Clean

          Pest Control Services

          Clean

          HVAC Filter Credit

          Clean

          Rekey Service

          Clean

          IOT Services

          Clean


                  5. Assign Service Provider
      1. Preventive Maintenance/Other Services
        1. Always attempt to assign an in-network service provider for Preventive Maintenance
        2. IF unable to assign a SP to a PM service OR for any Other Service (i.e., ReKey, Handyman, Gutter Cleaning, etc.)
          THEN Manually assign the job to "Hippo Membership Reimbursement" 

Manual Assignment/Reimbursement Process

      1. Click Manually Assign on the bottom left, and a pop-up box will appear.
      2. Click on the search icon beside Manually Assign Service Provider

      1. Enter "HIPPO" in the Company Name field and select "Hippo Membership Reimbursement"



  1. Submit the job in Service Bench




  2. Take note of the job number and locate the case in Zoho
  3. Follow procedures for Zoho Macro's to send the customer an email with"HIPPO Reimbursement Instructions"

    1. The email will advise the customer to hire their own service provider and submit a reimbursement request. The email will also include the following:
       
      1. Service Job Number
      2. Requested Item
      3. PDF of the Membership Reimbursement Instructions
Notes
NOTE: Refer to the 3rd attachment (Cinch-Hippo-Reimb-Digital-Flyer) at the bottom of this article for Reimbursement Instructions. 

Proactive Home Care Service Status Updates

  1. Once the Service Job is created, Support Services will process reimbursements and credits (BAU)
Warning
ATTENTION: Check for previous proactive service jobs before initiating a new one.  
There are maximum aggregates for each category.

Proactive Home Care Service

TRADE

ITEM

CAP

Preventive Maintenance

Aggregate: $400

Air Conditioning Pre-Season Inspection
Feb 15 – May 15

$135

Heating Pre-Season Inspection
Aug 15 -Nov 5

$135

Plumbing Inspection

$300

Water Heater Service

$199

Dryer Vent Cleaning

$150

Other Home Services

 

Aggregate: $100

Re-Key

$100

Handyman

$100

IOT (Connected Home)

$100

Gutter Cleaning

$100

Window Cleaning

$100

Power Wash/Soft wash

$100

Carpet & Upholstery

$100

Tree Trimming

$100

Pest Control

$100

HVAC Filter Credit

$50

Refrigerator Filter

$25

Added Features

Appliance Buying Service

 

Discount on HVAC filters with sign-up

$25

Monthly Price

$13.00

Annual Price

$156.00


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

The chart below is a tool provided to Hippo agents to interpret Cinch's Proactive Home Care service statuses.

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.

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. 


All Attachments are for internal use only


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