Non- Renewal Instruction

Non-Renewal Reason is used to flag an account so that it will not renew for an additional contract year. This can be done from a customer request or an internal Cinch process. Below are the non-renewal reasons available, why they are used, and who can use them.

 

Non-Renewal Reason	Description	Who Can Use?
·       Customer Requested ·       Budget Constraints ·       Service Issue ·       Product or Price Related ·       Other	Customer Requested reasons are received verbally or via written communication directly from the customer. Choose the appropriate reason based on the reason the customer requests their contract to be non-renewed	·       Telesales and Retention ·       Supervisors / Managers ·       Accounting ·       Client Services ·       Legal
·       Property Not Eligible for Renewal	If a property under contract is determined to be ineligible for coverage it may be necessary to set the contract to non-renewal. Follow the Guidelines for Existing Contracts Ineligible for Service to have the contract set up for non-renewal.	·       Supervisors / Managers ·       Accounting ·       Client Services ·       Legal
·       Warranty Transfer ·       Past Due Balance ·       Pending Cancellation	Payment or client setup non-renewal reasons are used by our accounting and client services team.	·       Supervisors / Managers ·       Accounting ·       Client Services ·       Legal
·       Service Company's Option	Cinch Home Services may opt to non-renew a customer's contract at our discretion. Internal requests to set a customer to nonrenewal for this reason must be reviewed and approved by your immediate manager and legal. See below topic for further special handling of this non-renewal reason.	·       Managers • Legal

 

 

If you come across a scenario where you need to use a non-renewal reason you do not have access to, seek assistance from your immediate Manager.

 

 

Customer’s request process

The following are steps for process a request for Non-Renewal Reason.

The only associates that will have access to change the renewal status for an account are those within the roles of: Telesales and Retention, Supervisor, Manager, Accounting, Client Services, and Legal

 

1. Click on the Menu Options, located on the toolbar.

2. Select Non-Renewal Reason tab.

 

 

 

3. From the NonRnwl Description field drop arrow, select "Customer Request Non-Renewal".

 

·       Non-Renewal Reasons:

a.    customer requested (budget, product, other, service)

b.    property not eligible

c.    service company's option

4. Click the Save button.

5. Save and document notes in the Comm Hist Log.

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

§  Client billing (Mortgage and Utility) accounts a billing file will be sent to the client and payment processor to stop billing. (Billing in arrears)

§  The system will flag the account non-renewal if the account is pending cancellation

 

Cinch’s Decision to Non-Renew (Servicing Company Option)

To help quickly identify accounts that have been set to Non-Renewal for the reason of Servicing Company’s Option, the enrollment screen will display in orange as below. This will quickly alert all users that the account was set to not renew for this reason and that special handling will be needed.

This option can never be selected by an agent.

 

Non-Renewal Letter or Renewal Status Process Flow –Script

When a customer calls regarding a non- renewal letter or to inquire about their warranty status, it is imperative that scripting is followed for the non-renewal reason of Servicing Company’s Option.

All escalations should be referred to a Supervisor for immediate assistance while the caller is still on the line. At NO time should a customer be directed to contact the Legal & Compliance department or instructed to request further assistance in writing via an email or letter to the corporate office.

The below scripting provides the necessary language to explain the non-renewal process to the customer. If assistance is needed, a supervisor must be engaged.

 

Optimize Frequency Profile (OFP)/Non – Renewal (Service Company Option) Script

(Customer Name), (Cinch, Sears), like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services in certain areas. Things such as the ability to provide a product or service at the level expected, operating costs or the given market’s needs. This is a standard practice for all businesses, and I am sure, you would understand a business’ need to make these hard decisions.

As it is your right per the contract to discontinue the warranty, the company can exercise the same right. Decisions to not renew a warranty are taken very seriously and made in alignment with our business goals. At this time, the company has decided not to renew your warranty.

If no additional questions, proceed to wrap up.

If additional questions: (Customer Name), we understand your concerns and want to ensure you that the decision to —not renew the warranty involved extensive consideration. At this time, (HMS or CHS) has decided not to move forward with the renewal of your warranty in alignment with our business plan.

Wrap up: (Customer Name), we at (HMS or CHS), apologize for any inconvenience this may have caused.

If still active: Your warranty is set to expire on date, we would recommend using this time to seek coverage alternatives.

 

How to Remove a Non-Renewal

When a customer calls to request their contract renew after setting for non-renewal, follow the below instructions.

1. Click on the Menu Options, located on the toolbar.

 

 

2. Select Non-Renewal Reason tab.

 

3. Click on the arrow next override code & select Customer Removes Request. Click ok

 

4. Click Save

5. You will get the below pop up

 

6. Select Save from the enrollment form