Renewal System Process & Guidelines (Retention)

Renewal System Process & Guidelines (Retention)

Overview

Most retention-based contracts renew automatically on the effective date. This is shown by a green-highlighted “Y” in the RNWL field.

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For warranties that expired without automatic renewal, customers can pay any past-due amount within 90 days of expiration/cancellation. Coverage will continue WITHOUT a 30-day waiting period, as if it never lapsed. Customers seeking more information or wanting to renew should be directed to the Retention Department.

Process

  1. Open TIMX SCM, click Enrollment, then select HS Search Panel.

  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.

  3. Follow the Gap Payment Process as necessary to bring the account current.

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

  4. Click Renewal


     
  5. Click 'Yes" to renew the warranty.

  6. Confirm whether the customer wants to continue with, or add optional/additional items.

  7. Confirm the customer's deductible amount.

  8. Probe to see if the customer needs to change the Bill Date (if eligible).

  9. Verify all relevant data (contact and billing information, etc.) has been carried over to the new contract.

  10. Status will have changed to New, and Amount Paid will be $0.00. Click Save to save the contract.

  11. Enter the notes in the Communication History Log. 

  12. Click Save. 

Early Renewal Setup 

If a customer calls to add options/additions before their renewal date, use the Renewal Calculator to review cost and billing details. 

  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 (use the calculate installments as a guide).
  6.  Close out of the Renewal Calculator
  7. Click Renewal from the SCM Menu.

  8. Set up the renewal with options/additions as requested. 
  9. Confirm coverage and billing details with the customer.
  10. Document the account. 





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