Renewal System Process & Guidelines

Renewal System Process & Guidelines

Use this renewal process when the customer’s account has expired/cancelled and they want to renew into the new agreement year or needs additional information about the renewal plan.

The account CANNOT have an outstanding balance. If necessary, follow the Gap Payment Process.

Retention/3rd Party ONLY

Customers can pay retroactively/gap payment within 90-days from the point of expiration/cancellation with NO WAITING PERIOD. Coverage will continue as if it had not lapsed.

Customers who refuse/are unable to pay the gap to renew the plan can be re-enrolled into a new warranty with a 30-day review period.

Real Estate ONLY

Customers are allowed to renew their plan within 30 days of the expiration date with NO WAITING PERIOD.

Customers can renew WITHIN ONE YEAR with a 30-DAY WAITING PERIOD.
  1. If the expired contract is paid in full, proceed with the renewal.
  2. If the expired contract is NOT paid in full, collect the gap amount to bring the account current.
    1. For customers who refuse/are unable to pay the gap, the warranty CANNOT be renewed and the customer is not eligible to re-enroll into a new warranty until ONE YEAR AFTER the expiration date. Once the customer is eligible to enroll, a FULL PAYMENT must be collected.

System Process

To ELIMINATE BILLING ISSUES, complete the renewal process which includes confirming/setting up billing prior to exiting/saving the Renewal.

If you save and exit the account screen prior to collecting the payment, the payment will NOT be saved and a manual payment will have to be processed.
  1. From the Enrollment Form screen, verify the customer’s information and confirm the renewal.
  2. Click Menu Options and select Renewal Calculator to provide the renewal amount prior to processing the renewal.

  3. The Renewal Calculator screen will display. Advise the customer of the available Options/Additions.

  4. Select the Deductible Amount that the customer wishes to have for the contract and click OK.

  5. Provide the customer with the renewal amount including optional and additional coverage, if applicable. Click Renew Contract to initiate the renewal.

  6. FOR REAL ESTATE ONLY: If the caller provides the Renewal Solicitation Piece Code, enter the code in the appropriate field. Click the HS Source Code dropdown and select CCHSTEL and save.

  7. The “Warranty will be saved and renewed… continue?” pop-up will display. Click Yes.

  8. If options were entered, the “Setting Up Renewal Options” pop-up will display. Click OK.
  9. Click on the Payment tab and verify the correct payment method is on file.
    1. If payment is due today, follow the One Time Payment Process.
    2. If payment is for a future date, follow the TS&R: Update Payment Method process.
  10. Customers must be advised that their plan will be auto renewed.
  11. Use the Note Template to enter notes in the Communication History Log.
Prior to selecting Bill Me you must reach out and obtain Supervisor Approval and notate who gave the approval.

Real Estate Year 1 Renewal Offer

If a Real Estate customer is within their first year of coverage and you are discussing a Renewal follow this Renewal Incentive process.
  1. Open the Renewal Calculator. Under Renewal Plan Details, Check the Box to select one of the available offers. Click Calculate to view the New Total and Monthly Cost to discuss billing for the contract renewal. If the customer agrees to the renewal, Renew the contract.



  2. Open the Inactive Contract and Update the Payment Method. In the Menu Options click on RE YR1 Offer. Check the box for the Offer agreed upon, click Accept Offer. A pop-up will display stating offer accepted, click OK, and notate the account as normal. The RE YR1 Offer button will be unavailable on the year 0 contract.



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