Purpose

The Premier Upgrade Package (PUP) helps cover eligible non-covered charges associated with the repair or replacement of a covered system or appliance. These additional services may be required to complete a covered repair or replacement but are not typically covered under a standard home warranty plan.

• Disposal
• Permits
• Duct mods
• Electrical mods
• Plumbing mods
• Reclaim
  

Guidelines

PUP can be used two times per contract year and provides up to $1,000 or $500 per claim (based on coverage) for eligible non-covered charges.

1.  Any unused portion of the benefit cannot be applied to a future claim. 
   
2. Associates MUST review the service history to ensure the PUP benefit is applied correctly.
   

What's covered under PUP?

What's NOT covered under PUP?

• PUP does not cover diagnostic charges

Examples:

o   A camera test for plumbing for diagnosis.

o   Equipment, items, or causes of failures deemed not covered

• PUP does not cover over-the-cap charges after the cap limit has been reached.

Examples:

o   Refrigerant Cap

o   Boiler Cap

o   Geothermal Unit Cap

• PUP does not cover maintenance charges.

Examples:

o   The defrost heater in a refrigerator (a covered item) has failed. The condensing coil must be cleaned before the repair can be completed. Because coil cleaning is considered routine maintenance, it is not covered under PUP.

• PUP does not cover a failure or item that is "Not Addressed".

Examples:

o   The water heater and the expansion tank are leaking. Because the expansion tank is not covered under the warranty, PUP will not cover the cost of a new expansion tank.

IF the water heater is leaking and has no expansion tank and an expansion tank is REQUIRED to meet code, PUP will cover the cost of adding the expansion tank as part of the code upgrade requirements.

Appliance PUP Reimbursement

Scripting

CUSTOMER PROMPT	AGENT RESPONSE
Add-on Optional Services	So, let me ask you… Do you have a pool or spa or both? CAPTURE ANSWER How about a well pump? CAPTURE ANSWER And lastly, do you have a septic tank? CAPTURE ANSWER IF CUSTOMER SAYS YES TO ANY QUESTIONS ABOVE So, you know, you can also protect your [select optional coverage] for an additional [insert price based on option coverage]. I’d be glad to go ahead and add that now for you, okay? PREMIUM UPGRADE PLAN - $12 per month We also highly recommend our Premier Upgrade Package for added protection. This upgrade helps cover costs that are typically not included in a home warranty on a covered claim, such as equipment disposal, ductwork, electrical or plumbing modifications, refrigerant reclamation, code upgrades, permits, condenser pads, and more. You'll receive up to $1,000/$500 per claim, with coverage available for up to two claims per contract year, for just $12 more per month. Would you like me to add that protection to your plan today? IF the customer is in FLORIDA, also say:  Just for your information, this optional protection provides coverage in accordance with Florida Statute 634.346, which helps maintain the compatibility and operating efficiency requirements of the A/C manufacturer. Okay! IF CUSTOMER SAYS YES: Go to Data Gathering IF NO: I understand. May I ask what concerns you about adding this coverage? Go To Appropriate Response CUSTOMER DECLINES AGAIN: Ok, so you know you have up to 30 days from the effective date to modify or add optional coverage.
What is the Premier  Upgrade Plan?	The Premier Upgrade Package (PUP) enhances the base Cinch Home Warranty coverage plan for buyers, offering additional benefits for non-covered charges associated with a system or appliance repair or replacement. Just like many home warranty companies, our Cinch Home Warranty plans exclude paying for changes or upgrades due to code or regulatory requirements. Cinch covers repairs or replacements due to wear and tear. Let me explain how it works with an example.  Let's say you have an approved claim to replace your A/C.  Our warranty covers the costs of parts and labor, but there are $700 of non-covered charges associated with the replacement (for duct modifications and permits).  Without the Premier Upgrade Package, you would be out of pocket $700 in addition to your deductible. If you have the Premier Upgrade Package, will receive a brand-new A/C and only pay your deductible out of pocket. Keep in mind, this option can be used two times per contract year, for up to $1,000/$500 of non-covered charges each time. That’s up to $2,000/$1000 worth of coverage for only $144 a year. Let's go ahead and add the Premier Upgrade Package to your plan. It's just an additional $12 per month, and it provides valuable protection for many of the costs not typically covered by a home warranty. Sound good?"   IF YES: CONTINUE IF NO: Ok, so you know you have up to 30 days from the effective date to modify or add optional coverage.
What is the Florida Statute 634.346?	Effective January 1st, 2020, Florida Regulations required Home Warranty companies to offer voluntary coverage to consumers to cover the cost of upgrading a unit due to the Florida code requirements. Like most home warranty companies, Cinch covers repairs and replacements caused by normal wear and tear. However, costs related to code upgrades, permits, and other regulatory requirements are typically not covered under the standard home warranty plan. Let me give you an example. Imagine your A/C fails and the claim is approved for replacement. The warranty covers the replacement itself, but there are $700 in additional costs for things like permits and duct modifications. Without the Premier Upgrade Package, those costs would come out of your pocket, along with your deductible. With the Premier Upgrade Package, those eligible charges are covered, so you could receive a new A/C system and only pay your deductible. Keep in mind, this option can be used two times per contract year, for up to $1,000/$500 of non-covered charges each time. That’s up to $2,000/$1000 worth of coverage for only $144 a year. Let's go ahead and add the Premier Upgrade Package to your plan. It's just an additional $12 per month, and it provides valuable protection for many of the costs not typically covered by a home warranty. Sound good?"   IF YES: CONTINUE IF NO: Ok, so you know you have up to 30 days from the effective date to modify or add optional coverage.

Selling the Premier Upgrade Package (PUP) 

'I would like to share with you the cost-saving benefit of our Premier Upgrade Package. This option provides coverage for charges which are typically not covered under any home warranty - items, for example, like disposal of old equipment, duct, electrical, and/or plumbing modifications, code upgrades, and permit fees.

 Most of my customers share their warranty experience with me when we talk about renewal, and by far, those who have the Premier Upgrade Package have been very satisfied with the savings it has provided.

Let me explain how it works with an example.  Let's say you have an approved claim to replace your A/C.  Our warranty covers the costs of parts and labor, but there are $700 of non-covered charges associated with the replacement (for duct modifications and permits).  

Without the Premier Upgrade Package, you would be out of pocket <use the correct calculation below>:

 $825 = $700 non-covered charges plus your $125 deductible.

$800 = $700 non-covered charges plus your $100 deductible.

$775= $700 non-covered charges plus your $75 deductible.

If you have the Premier Upgrade Package, you will receive a brand-new A/C, and you'll only pay your <$125/$100/$50> deductible out of pocket. 

The option can be used twice per contract year, for up to $1,000 of non-covered charges each time. That’s up to $2,000 worth of coverage for only $144.

Let's include the Premier Upgrade Package in your coverage today.”