Food Loss Benefit

Launch Date

December 07, 2020

Summary

Sears is testing new Systems and Appliance Sears Home Warranty Plans with a Food Loss Benefit.

·        This is a test in certain sales channels to determine the optimal set of Sears retail-related benefits to offer under all the SHW plans.

Plan Benefits

·       Customer can receive up to $100 in Food Loss Reimbursement per covered Refrigerator claim.

·       This benefit is in addition to the other retail benefits Sears provides.

1. Includes 25% discount on non-covered repairs and the 2 free HVAC PM checks per year.

Eligibility

·       Only Sears Home Warranty customers with Refrigerator claims.

·       Customer must be enrolled in an Appliance Plan.

1. Customer receives up to $100 in Food Loss Reimbursement per covered Refrigerator claim.

Associated Products & Cell Codes

1. Appliance Only | Plan #28482/Price $49.99
   
1. Cell Code: NOOFFFLAPP
   
2. Description: NO OFFER FOODL 49.99 APPLIANCE
   
2. Hawaii No Offer – Food Loss Test
   
1. Appliance Only | Plan #28481/Price $49.99
   
1. Cell Code: HNOFFFLAPP
   
2. Description: HAWAII NOFF FOODL 49.99 APPLIANCE
   
3. No Offer – Food Loss Test (Does NOT receive the benefit)
   
1. Systems Only | Plan #28483/Price $59.99
   
1. Cell Code: NOOFFFLSYS
   
2. Description: NO OFFER FOODL 59.99 SYSTEMS
   
3. Important Note: There is no Food Loss Benefit under this plan as there is no Refrigerator coverage under a Systems Plan.

Self-Service URL

www.agreementbenefits.com/p/hwfl

Agent will need to provide the customer with their Contract Number.

Customer Service Efforts

1. Process requests as usual.
   

1. If customer then inquires about a food loss benefit and has one of the associated cell codes/plans, provide the customer with the Self-Service URL to input their claim details and apply for the reimbursement.
   
1. Instruct the customer to follow the specific instructions that were mailed to them.
   
2. Sears will verify the claim and process the reimbursement.
   
3. The reimbursement check should take between 2-4 weeks to receive.  
   

Retention Efforts

1. Business as usual.
   
1. No Paid Call collections efforts required.
   

1. The Food Loss Benefit can be brought up in the save rebuttals for the Food Loss product.
   

1. Agent is not permitted to use the Food Loss Benefit to save customers that do not have the associated cell codes/plans.
   
1. It is forbidden to use this benefit for other products.
   
2. It is forbidden to cancel the customers current product and re-enroll them into the Food Loss Plan.
   

FAQ’s

“Can the Food Loss Benefit be added to an existing Sears Home Warranty?”

1. No, this benefit is not an optional add-on. Sears Home Warranty plans with this benefit attached are being sold through a specific outbound sales team.
   

“Can an existing Sears customer switch to this plan that comes with the Food Loss Benefit?”

1. No, this benefit cannot be utilized as a downsell.
   

“What if the existing Sears customer realizes they are not eligible for the Food Loss Benefit and wants to cancel their existing plan?”

1. If the customer has requested the Food Loss Benefit and then requests to cancel, the agent can switch their plan to avoid a cancellation.
   
1. This is forbidden with active claims.
   
2. If the customer inquires about this benefit, the Agent can use it as a last-ditch retention effort.
   
3. Agent Action Steps:
   
1. Cancel the customers’ existing plan.
   
2. Re-enroll the customer in the No Offer Appliance Only Plan for $49.99.
   
1. Cell Code: NOOFFFLAPP (For Hawaii: HNOFFFLAPP).
   

“Why is there a Cell Code for No Offer Systems Only plan when there is no coverage for refrigerators under this plan?”

1. The outbound sales team calls customers with the intent to sell a warranty plan with the Food Loss Benefit. If the customer declines and enrolls in a Systems Only Plan, the agent will apply the No Offer Systems Only Cell Code for tracking and data purposes.