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 when you hear… |
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 non-renew me”
|
Customer Requested- Other
| CSTRQOTH | Please use this code when the customer reason does not fit Budget, Service, or Product |
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*