Mail Correspondence Request

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)	Only to be entered if attempting to reach a customer for an escalation or important update but are unable to leave a voicemail and no email on file. If a vm or an email can be sent do not create this request.	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. Make sure the job is approved and options are available.	48 Hours *Excludes weekends and holidays
Claim Cost Breakdown	Details the job costs, primarily for non-covered cost breakdowns. Advise the customer they may see this info on MyAccount, check Zoho for the customer resolution tab to resend the MyAccount link email.	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. Confirm the customer has Surge coverage and the reimbursement is to be handled by Cinch internally. Do Not create for reimbursements handled by CynoSure, Warrantech, or Fortegra.	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.
   

Direct Email Requests

Do Not enter a Mail Correspondence Request to send emails for APO instructions or Tried to Reach You.

BPO Portal click the tiles for: 

1. APO Customer Instructions
   
2. APO PM - HVAC Checklist
   
3. Tried to reach you (Department specific)
   

Enter the required information on the google form and submit to send the required email directly to the customer. 

Captive Cinch Portal, navigate to the Call Center Operations page.

Use the Cinch APO and Tried to Reach You tiles to enter the required info to send the customer the emails needed. 

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