Sears General FAQs

Sears General FAQs

General FAQs

  Q:  Are Retention associates able to cross sell Sears Home Warranty customers into other Cinch products (Cinch P3, etc.)?  

 A:  If they cancel their SHW plan, they can be sold anything in the DTC line, for example. 

 

Q:  For our other products, we offer a 90-day reinstatement period for cancelled warranties. Does this policy also apply to Sears Home Warranty?

 A:  Yes

  

Q: For a Sears Home Warranty renewal, will existing optional or additional coverage need to be repurchased at the start of the new warranty period? If not, will the coverage continue automatically and be billed monthly, or will the customer receive a bill for the entire amount owed for the new warranty period?

 A:  At renewal, TIMX will combine the annual option and premium into one amount, divided into 12 monthly payments. This will increase the customer's monthly payment to include optional and additional coverage. No separate invoices or repurchasing needed.

 

Q: Can the Retention Team use escalated retention incentives, like gift cards or free warranty months, to retain customers for Sears Home Warranty products? 

A:  Yes, if TIMX SCM indicates the customer is eligible for an incentive. Reach out to a supervisor for instructions for exceptions. 

 

 


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