Open Direct Warranty (ODW) Definition, Requirements & Enrollment System Process

Open Direct Warranty (ODW) Definition, Requirements & Enrollment System Process

Purpose

Open Direct Warranty provides home warranty coverage to existing homeowners outside of a real estate transaction. This coverage is available for homes that are not listed for sale or were purchased more than 30 days ago.  

Business Requirements

  1. The effective date of coverage is thirty (30) days from the enrollment date. 
  2. Full payment is required upon enrollment.  
  3. The expiration date is one year from the effective date.  
Info
Attention Account Executives
  1. If the application is sent via email, the customer must call in the payment once they receive the invoice.
  2. If the application is being emailed, it should include the payment in the form of a check.

Enrollment System Process

  1. Obtain the caller's First and Last Name

  2. Determine whether the caller is the homeowner or the real estate agent.
    1. If the caller is the homeowner, ask if an agent referred them.

  3. Obtain the property address.

  4. Search for duplicate enrollments in TIMX SCM before processing the enrollment.
    1. Do not continue if a duplicate enrollment exists

  5. Obtain the property closing date
    1. If the property closed within the past 30 days, enroll the customer in a Buyer Direct Warranty or New Home Warranty.

  6. Verify coverage and pricing in the state-specific matrix.

  7. Provide a coverage summary and answer the caller's questions.

  8. Click the green plus sign to start the enrollment


  9. Enter the homeowner's information
    1. First and Last Name
    2. Best contact phone number
    3. Work phone number (if applicable)
    4. Property Zip Code
      1. Select the correct city when prompted


    5. Email Address



    6. Enter the mailing and/or billing address if different than the property address

    7. Ask if the customer wants to add an additional contract holder
      1. If yes, enter first and last name, and phone number of the second contract holder

    8. Capture additional contact information in a notepad (cell, email address, alternate phone number, etc) to enter into the Customer Maintenance Screen


      1. This information can be entered in Customer Maintenance AFTER the plan is selected:  Go to next step

  10. Click the TAB button on the keyboard until the Select Plan pop-up box appears.


    1. If a Real Estate Agent referred the homeowner, obtain the Agent's Main Office phone number to retrieve the Broker Number
      1. *Note* Agents can enroll, convert, and renew online. 
      2. Do NOT use the House Account

    2. If there is NO agent involved, use the current AE House Account List to obtain the broker/account number 
      1. Reach out to your supervisor for the current list of broker/account numbers as needed. 
      2. Enter ODW in the Purchase (Prch) Type field
      3. Verify today's date appears in the Application (Appl) Date field
      4. Verify today's date appears in the Received (Rcvd) Date field.

  11. Go back to add additional contact information (phone, email, etc.)  to the Customer Maintenance screen as necessary.

  12. Offer available options/additions based on coverage available. View the Options Tab
    1. Advise the homeowner options/additions can be added within 30 days of the effective date (30 days before and 30 days after).


  13. Inform the customer of the plan cost and credit card payment options. 

Collecting Payment

  1. Assume the Auto Pay option by reading Verbal Agreement: Recurring Billing Disclaimer to the homeowner. 
  2. Enter the payment using the TS&R Payments: Secure Card Capture Process.
  3.  Provide the following to the homeowner:
    1. The contract number 
    2.  The price of the warranty 
    3. The effective date of coverage (effective 30 days after enrollment) 
Document the Account
  1. Review the Auto Summary notes and enter them into the Communication History Log.