Property Ineligible Guidelines

Property Ineligible Guidelines

Below are the handling guidelines for existing contracts that have been determined to be ineligible for coverage.

Process and Guidelines

Ineligible Reason
Claims Present
Contract Status & Scenario
 Required Action
>Manufactured Homes built before 1976 and/or not permanently secured to the ground. 

>Residential property where a business is operated from the home.
 
>Second/Detached structure (i.e., pool house)
No
Inactive and in the initial year
Cancel contract, refund payments. Communicate actions taken and contract status to the customer.
No
Active, in the Initial year, Cinch is notified of ineligibility at claim initiation OR before service is provided.
Cancel contract, refund payments. Communicate actions taken and contract status to the customer.
No
Active and has renewed beyond the contract's initial year of coverage.
Flag contract for non-renewal, honor claims for the term of the current contract year. 
Communicate actions taken and the contract status to the customer. 
Yes
Active for ANY period of time, and claims completed on the account after Cinch identifies ineligibility.
Flag contract for non-renewal, honor claims for the term of the current contract year. 
Communicate actions taken and the contract status to the customer. 
>Commercial Properties/Business

>Multi-family properties
Either
Inactive and in the initial year
Cancel contract, refund payments. Communicate actions taken and contract status to the customer.
Either
Active for ANY period of time, AND during any point of the claims process after Cinch identifies ineligibility.
Cancel contract IMMEDIATELY.
Communicate actions taken and the contract status to the customer.
EitherActive, claim is in process
Cinch will complete the service on the claim, but no other requests will be allowed. 
  1. Refund amount will depend on the outcome of the current and previous claim payout amount.
Communicate actions taken and contract status to the customer.

Non-Membership Process for Cancellation/Non-Renewal and Refund Requests

Once a property has been deemed ineligible using the above guidelines, an email should be sent to Membership Services to complete the cancellation/non-renewal and refund of the contract.

Email Addresses:
  1. Cinch Real Estate Client: servicecenter@cinchhs.com 
  2. All Other Clients: $notify-retention@cinchhs.com 
Information to include in Email:
  1. Contract #
  2. Specific reason for Ineligibility
    1. Do not use Service Bench,  Zoho, or TIMX as the reason for ineligibility
  3. Change Needed to Contract Status
    1. Immediate Cancellation
    2. Non-Renewal


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