Non-Renewal - Service Company Option Guidelines

Cinch’s Decision to Non-Renew

If Cinch sets an account to Non-Renewal, the screen will display in ORANGE, and the reason will show as Service Company Option.
This visual indicator shows that this non-renewal user has been used and that special handling is required.

Agents must NEVER select this option.

 

Non-Renewal Script

When a customer calls about a Non-Renewal letter or to check their warranty status, agents must follow the approved script for the Non-Renewal reason Service Company Option.

1. If the customer requests escalation, transfer the call to a Supervisor for immediate assistance while the customer remains on the line.
   
2. DO NOT direct the customer to contact the Legal & Compliance department.
   
3. DO NOT instruct the customer to submit requests in writing (email or mail to the corporate office). 
   

The following script provides the required language to explain the Non-Renewal process to the customer. 
If additional assistance is needed, engage a Supervisor. 

"<Customer's Name>, Cinch, like all organizations, review their business portfolio and makes 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’s 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 not to 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 THEN say: 

"<Customer Name>, we understand your concerns and want to assure you that the decision to not renew the warranty involved extensive consideration.  At this time, the company has decided not to move forward with the renewal of your warranty in alignment with our business plan.  

Wrap Up: <Customer Name>, we at Cinch apologize for any inconvenience this may have caused."

IF still active THEN say:

"Your warranty is set to expire on (date). We recommend using this time to seek coverage alternatives."

Close the call

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