Non-Renewal - Service Company Option Guidelines
Cinch’s Decision to Non-Renew (Servicing Company Option)
To
help quickly identify accounts that have been set to Non-Renewal - Service Company’s Option, the enrollment screen will display in orange as shown below.
This will quickly alert all users that the account was set not to renew
for this reason and that special handling will be needed.
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 the 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.
Refer to the Non-Renewal Service Company Option Script, as it provides the necessary language to explain the non-renewal process to the customer. For assistance, reach out to a supervisor.
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