Non-Renewal Procedure (Retention)

Non-Renewal Reason Codes

Non-Renewal codes are used when customers are requesting their account to be flagged as Non-Renewal.  The purpose of these codes is  to gain more insight into why customers don’t want to renew (what’s driving the NON RENEWALS).

Although there are 12 Non-Renewal Codes listed, you should only select from the top 4 codes.  The top 4 codes are as follows: 

Non-Renewal Description	Reason Code	Customer Scenarios - Use this code if the customer says…
Customer Requested- Budget Constraints	CSTRQBUD	“I can no longer afford the plan” “I lost my employment and don’t have funds.” “It’s not worth the money- I don’t need the plan any longer.”
Customer Requested- Service Issue	CSTRQSER	“I had a lousy claims experience and I don’t want to renew.” “You never have any service providers in my area.” “Your technicians don’t know how to resolve my claims” “I don’t like your Customer Service."
Customer Requested- Product or Price Related	CSTRQPROD	“I don’t like that the coverage changed, please non-renew my plan.“ I got a notice of a price/deductible increase, please non-renew my plan."  “There are too many exclusions or out-of-pocket expenses, please do not renew me.”
Customer Requested- Other	CSTRQOTH	Please use this code when the customer's reason does not fit any of the other reasons above.

After all required attempts to save the customer have been exhausted, including any attempts to down-sell, upsell or to collect Paid Call fee (Sears-Only), enter the appropriate Non-Renew reason and be sure to input any notes in TIMX.

*Do not use any other codes at the bottom of the list* 

How to Set Up Non-Renewal

When a customer calls to request non-renewal, and sales efforts (if applicable) are unsuccessful, follow the instructions below.

1. Click Non-Renewal Reasons from SCM Menu Options
   

1. Click the arrow down. The list of Non-Renewal reasons will display. 
   
2. Click on the drop-down arrow beside the NonRnwal Description field and select the applicable reason description
3. Click "Ok"
   

1. Click the Save icon
   
2. Advise the customer of the last bill date, and the expiration date. 
3. Document the account. 

Upon expiration of the account, direct billing accounts will no longer be charged.  

1. Client billing (Mortgage and Utility) accounts a billing file will be sent to the client and the payment processor to stop billing. (Billing in arrears)
   
2. The system will flag the account non-renewal if the account is pending cancellation
   

Sears Non-Renewal Procedures

Sears warranties bill in advance; so, they auto-renew earlier than standard Cinch warranties. After setting a Sears Warranty to non-renew, follow the instructions below:

1. Go back out to the HS Panel
   
2. Check to see if the renewal year has been processed as the inactive year.
   

1. If the inactive year displays, cancel it using the Cancellation Reason code, Non-Sears Renewal Inactive Period.
   
1. canceling the inactive year prevents the customer from being billed for the renewal. 
   
   

How to Remove a Non-Renewal

When a customer who previously set their contract to non-renewal calls to request renewal, follow the instructions below.

1. Go back into Non-Renewal Reasons from the SCM Menu. 
   
2. Click on the drop-down arrow beside Override Code.
   

1. Click 'OK'
   
2. You will receive a pop-up confirming the change has been made
   
3. Click 'Save'.
   
4. Document

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