Premium Balance Due when Creating Service Request

Premium Balance Due when Creating Service Request

When creating a Service Request, if an account has a premium balance due, the contract status will reflect Dunning or Cancelled.

Use TIMX SCM to verify contract status prior to creating a Service Request. If a Service Request is created without verifying contract status, the Error Processing Entitlement Request error may display.
  1. In TIMX SCM, if the status field displays Active WITH a Red Flag, Cancelled, or Expired, click Menu Options on the toolbar and select Reinstate Contract to verify the reason for the status and to confirm whether or not the account has been reinstated.
If the account status is Active WITHOUT a Red Flag, contact a member of Management to review your Service Job in ServiceBench. An entitlement override may be required.
  1. If the account has not been reinstated, transfer the customer to Membership Services.
  2. Calls are transferred to Membership Services during regular business hours so that customers can bring their accounts current and then request service.
    1. Sears - Monday through Friday, 9:00 AM to 9:00 PM EST
    2. HMS - Monday through Friday, 8:00 AM to 7:00 PM EST
    3. Retention - Monday through Friday, 8:00 AM to 9:00 PM, Saturday 9:00 AM to 5:30 PM EST
  3. After Membership Services regular business hours, customers are asked to call back to make payment and then request service.

Procedure During Membership Services Regular Business Hours

  1. Advise the customer that their contract is currently pending cancellation due to past due premiums and off to transfer to Membership Services.
    1. Example Script:
      “According to our record, your service agreement is currently pending cancellation for past due premiums. I will not be able to process a service request until the account has been brought current. If you would like to make those payments now, I can transfer you to our Membership Department at which time we will be able to process your service request.”
  2. Membership Services will collect the payment, document notes in TIMX SCM, and transfer the customer back to Customer Service.
  3. When the call is transferred back to Customer Service, a Service Request can then be created for the customer.
    1. The contract status in ServiceBench will still show as Dunning until the next nightly update. However, when the past due payment has been made in TIMX SCM and the account is current, the ServiceBench entitlements update immediately so the Service Request is able to be processed. 

Procedure After Membership Services Regular Business Hours

During an Emergency/Medical Emergency Service Request or for escalated issues after hours, reach out to your Supervisor to discuss a resolution. 
  1. Advise the customer that their contract is currently pending cancellation due to past due premiums and advise them that Membership Services is currently closed so they have to call back.
    1. Example Script:
      “According to our records, your service agreement is currently pending cancellation for past due premiums. I will not be able to process a service request until the account has been brought current. Our Membership Services Department is closed at this time and will re-open <Day and Time>. Please give us a call back so that we can complete the service process for you. I sincerely apologize for the inconvenience.”
  2. When the customer calls back to Membership Services during regular business hours and makes payment, they will be transferred to Customer Service and can proceed with creating a Service Request.
    1. The contract status in ServiceBench will still show as Dunning until the next nightly update. However, when the past due payment has been made in TIMX SCM and the account is current, the ServiceBench entitlements update immediately so the Service Request is able to be processed. 


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