Rough Finish

Rough Finish

Rough Finish refers to the repair and finish of any walls or ceilings where it is necessary to break through to effect repair and is only covered to the following extent: repair of walls or ceilings to rough finish up to <amount differs per contract> per claim.

Rough Finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to Rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper, and/or tile work.

Rough Finish Coverage is contract specific and may be listed under Plumbing and/or Heating and Air Conditioning.  
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Rough Finish is only eligible if the failure is covered.

Customer Service

This is a reimbursement benefit up to the amount stated in the terms and conditions of the customer's contract.
Cinch does not assign a service provider to complete Rough Finish repairs.

If you have confirmed the customer has a Covered Repair where access was necessary through a wall, ceiling, etc., and the customer has Rough Finish Coverage specified in their contract under Plumbing and/or HVAC, then advise the customer of the maximum reimbursement amount listed and to send an itemized paid invoice to supportservices@cinchhs.com.

Reimbursement Process Script:

"To receive a Rough Finish Reimbursement, you must contact a local licensed and insured contractor to complete the property repairs.
Once complete please send the following documentation to supportservices@cinchhs.com:
  1. Your Contract or Service Job Number
  2. Your Name, Property Address where repairs were completed, and Phone Number
  3. The Contractor's Name, Complete Address, and Phone Number
  4. Location of the area repaired within the home
  5. An Itemized breakdown of materials, pricing, and Labor costs for the hanging and patching of drywall
  6. Total billed and paid amount including proof of method of payment Example: Invoice marked paid
Rough finish is reimbursable for a covered repair where it was necessary to break through a wall, ceiling, etc. to diagnose or complete the repair. Rough finish is defined to include hanging and patching of drywall, or stucco. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper, or tile work.
Once your documentation is reviewed you will receive communication by phone or email from our Support Services department."

If the customer asks for the instructions in writing, enter a Mail Correspondence form request for Rough Finish Instructions.
Rough Finish is only eligible if the failure is covered.

Authorizations Process

  1. If the technician advises that he has to open a wall or ceiling to make a repair, check the customer’s contract to verify if they have coverage for rough finish.
  2. Verify if the technician can repair the wall/ceiling.
    1. If YES: Advise the Service Professional that the customer has coverage for rough finish only. Do not disclose the max amount the customer has coverage for. Inform the technician that the customer has to pay him, and we will reimburse the amount to the customer for covered repairs. The technician will have to provide an itemized billing invoice to the customer in order for the reimbursement to be processed.
      1. The agent will need to call the customer and explain their coverage. Provide them with the email address supportservices@cinchhs.com to send their invoice.
    2. If NO: Call the customer and explain rough finish coverage after taking the complete report. Inform them of their max reimbursement and provide them with the supportservices@cinchhs.com email address. Please disclose that they have to get an itemized breakdown of service performed for the rough finish repair in order to get reimbursed.
DO NOT enter Rough Finish in the Part Line of the Service Job if the Service Professional provides a cost for repair. If the technician can repair, document it in the Comments section of the Service Job. The customer is still required to pay for the repairs first and allow Cinch to reimburse.

Support Services Process

Customer Support Services

  1. Once the properly itemized invoice is received, attach the document to the initial Service Job that required rough finish repair.
  2. Create the SS-Claim Credit Review Exception.

Client Support Services

  1. Review for eligibility and calculate the covered components (hanging of drywall, patching of drywall, stucco, and lath).
  2. Add a Reimbursement Service Job to the existing Service Order and update the Service Request Type to Reimbursement Only.
  3. Manually assign the Service Job to 979840023 – Reimbursement Only.
  4. Process the claim by adding the total and entering it in Add Additional Charges under Other Related Charges.
  5. Select Add Customer Claim Credit 


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