Mail Correspondence Request Form

Mail Correspondence Request Form

If a customer would like written correspondence from us regarding a claim situation, it can be requested using the Mail Correspondence Request Form.

Available Correspondence Types

The table below defines the different types of written correspondence that Cinch provides, including relevant business rules and time frames for completion.

Copies of Service Reports are obtained from the assigned Service Professional. If a customer requests a copy of a Service Report, offer to contact the Service Professional to request one for them.  
DO NOT submit a Mail Correspondence request to obtain a Service Report.

Type

Definition

Time Frame For Completion After Receipt In Support Services

Tried To Reach You (T2RU)

Requested when a call is made to the customer, but we have no phone number on file, or if a phone number is on file but we are unable to leave a voicemail (mailbox full, will not accept message from unknown caller, disconnected, etc.),

If there is no email address on file and a letter needs to be mailed.

48 Hours

*Excludes weekends and holidays

Denial (not needed for IA and CA)

Provides the reason why a job was not addressed under the warranty.

Includes the technician’s diagnosis and references the section of the warranty that states the item is not addressed.

48 Hours

*Excludes weekends and holidays

Alternate Provider Option (APO Instructions

Only enter for Mail or Hawaii PM requests. Includes all of the instructions for the Out-Of-Network Provider process.

48 Hours

*Excludes weekends and holidays

Customer Options

Resend the customer options that have been previously provided to the customer.

48 Hours

*Excludes weekends and holidays

Claim Cost Breakdown

Details the job costs, primarily for non-covered cost breakdowns.

48 Hours

*Excludes weekends and holidays

Rough Finish Repair Reimbursement Instructions

Provides instructions for Rough Finish Repair Reimbursement via email or mail. Must specify email or mail.

48 Hours

*Excludes weekends and holidays

Surge Protect Claim Request Form

Request a Surge Protect Claim Form be sent to the customer.
Enter N/A in the Service Job Number field.

48 Hours

*Excludes weekends and holidays


If the type of letter the customer is requesting is not available, please provide the requested details during the call or work with a Supervisor to resolve the customer’s issue.

Procedure to Request Correspondence

To request correspondence, complete the Mail Correspondence Form.

Cinch Operations Portal (BPO)

  1. Open the Cinch Operations Portal (BPO) and click on the Mail Correspondence Form tile.

  2. Click on Respond to this Survey.
  3. Select the Letter Type and fill out all required info.

  4. In the Special Handling Instructions box, provide any additional information that the Support Services Team may need in order to accurately respond to the customer.
  5. Click Finish.

Cinch Portal (Interchange)

  1. Open the Cinch Portal (Interchange), hover over Departments and click Call Center Operations.

  2. Click on Mail Correspondence Request.

  3. Click New.

  4. The Request Form will populate, select the Letter Type and fill out all required information.

  5. In the Special Handling Instructions box, provide any additional information that the Support Services Team may need in order to accurately respond to the customer.
  6. Click Save.

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