Non-Covered Charges: Updating the Customer

Non-Covered Charges: Updating the Customer

When a technician calls in a Service Report that includes Non-Covered Charges, we need to make sure the customer is aware of these charges and has accepted them before the Service Professional can move forward with Repair/Replacement. 

Technician at the Home

If the report that we have received includes non-covered charges, we should speak with the homeowner at that time to find out if they are going to accept the non-covered charges or not. We can speak with the homeowner either on the technicians phone or ask to place the technician on hold to call the homeowner.

If Customer answers and Accepts the Repair/Replacement

  1. Update the Service Job Sub-status to Estimate Approved.
  2. Advise the customer to call the Service Professional to schedule the repair/replacement appointment.
  3. Update the Status Update note documenting the interaction with the customer and their decision.
  4. Include the customer’s name, if the call recording disclosure was accepted, the customer’s decision, and if the customer accepted the non-covered charges with the amount.
    1. Example:
      Called customer, spoke to Mrs. Smith, okay to record. Mrs. Smith accepted the repair of the Straight Cool-Split System, and the non-covered charges of $200. Advised customer to call Bob’s HVAC to schedule the repair appointment.
  5. Close the call with the customer.
  6. Inform the technician of the customer’s decision, provide the Claim number, and Approved amount.

If Customer Does Not Answer

  1. Ask the technician if you can speak with them on their phone as the homeowner did not answer our phone call.
  2. Leave a message requesting the customer call in to Customer Service for their warranty brand (Total Protect, HMS, Sears)
  3. Send a Tried to Reach You email if unable to leave a message.
  4. Create a Tried to Reach You letter request if unable to leave a message and the customer does not have an email listed.
  5. Explain to the technician the job is approved pending the customer’s decision, and if they speak to the customer first have them call in to accept the repair/replacement.

If Customer Rejects the Repair/Replacement and Accepts the Claim Credit.

  1. Click Add Customer Claim Credit and enter the Maximum Claim Credit Amount.
  2. This will place the Claim in Under Review status.
  3. Approve the Claim.
  4. Confirm the Customer Payable and Service Provider Payable.
  5. Inform the customer of the processing time.
  6. Close the call with the customer.
  7. Provide the customer’s decision to the technician, and provide the Claim Number and Service Provider Payable Amount.
  8. Advise the technician that the job will be completed for payment on their behalf.
  9. Update the Service Job Sub-status to Buyout Accepted.
  10. Update Service Explanation from Approved Repair/Replacement to Accepted Claim Credit.
  11. Update the STATUS UPDATE note documenting the interaction with the customer and their decision.
  12. Include the customer’s name, and that they accepted call recording.
  13. Enter the Service Job Approval - Claim Credit note using the Service Job Approval - Claim Credit note template as a Public Comment with Email.

If Customer Answers and Disputes the Repair/Replacement

  1. Follow escalation procedures

Technician Not at the Home

  1. Create the Auth Job-Follow Up Exception.
    1. Exception Comment will be NCC.
  2. ​Explain to the technician the job is approved pending the customer’s decision, and if they speak to the customer first have them call in to accept the repair/replacement.
  3. Document Service Job accordingly.

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