Second Opinion

Second Opinion

A Second Opinion is the process when Cinch elects to hire another Service Professional to re-diagnose and verify the problem after the initial Service Report is received.

Customers may also request a Second Opinion. It is our job to determine whether that request will be approved based on the reason for the request.
It is important to remember we are not to offer a second opinion. The option will ONLY be given if a request was made by the customer, and it has been determined to be a valid request.

Valid Reasons for Second Opinion

Invalid Reasons for Second Opinion
  1. Lack of information from the Service Professional
  1. Lack of confidence in the Service Professional
  1. Conflicting reports on the claim
  1. Suspicions of pre-existing conditions
  1. Suspicions of lack of maintenance
  1. Service Professional request due to unable to determine failure
  1. High Pricing
    1. Approve the SP’s pricing and submit the SP Feedback Tracker selecting "High Cost"
  1. Service Professional refuses to use our parts
    1. Approve the SP’s parts and submit the SP Feedback Tracker selecting "Not Following Process"
  1. Customer does not want to pay the non-covered charges
  1. Failure was caused by part not addressed

Customer Requesting Second Opinion

If the customer disputes the professional opinion of the Service Provider and requests the failure be re-evaluated:
  1. The associate must first utilize the Soft No Approach to provide complete information regarding the claim decision based on the notes in the Service Job.
  2. The decision to grant the Second Opinion can only be approved by a Supervisor or Manager.
If the request is granted, the customer must be advised of the following:
  1. If the subsequent report uncovers a different evaluation, in the case where the item is covered, the customer would not be responsible for any additional charges associated with the Second Opinion Service Call or Diagnosis.
  2. If the subsequent report uncovers the same evaluation, the customer will be responsible for all charges related to the Second Opinion Service Call or Diagnosis.

Authorizations Requesting Second Opinion

Once the Service Provider calls in the Service Report, the Authorizations Agent may deem it useful to call for a Second Opinion.
  1. Any additional diagnostic charges would be the responsibility of Cinch, provided the deductible has been paid in full.
  2. Create the claim and complete the Service Job to pay out the original Service Provider.
  3. Locate a new Service Provider and make sure they are willing to go out as a Second Opinion.
    1. In some cases, we may request a different technician from the original Service Company to provide the Second Opinion.
  4. Create a new Service Job under the same Service Order and Waive the Deductible.
  5. Contact the customer to advise of the Second Opinion and the reason.

Service Provider Requesting Second Opinion

There may be times when a Service Provider either cannot locate a failure or another issue arises where the Service Provider requests that Cinch send out a Second Opinion. If this occurs, prior to moving forward with the Second Opinion, the following steps should be taken:
  1. Ensure the Service Provider that we want them to be fairly compensated for the time on the job and would like to help them with suggestions which may prevent reassignment and/or lose of money.
    1. Suggestion #1: Call the manufacturer's tech support hotline (if applicable) for assistance in troubleshooting.
    2. Suggestion #2: Have another technician from the Service Company (preferably a Senior Tech) dispatched for a Second Opinion.
  2. If still unable to move forward:
    1. Create the claim and complete the Service Job to pay out the original Service Provider for their Service Call Fee.
    2. Locate a new Service Provider and make sure they are willing to go out as a Second Opinion.
      1. In some cases, we may request a different technician from the original Service Company to provide the Second Opinion.
    3. Create a new Service Job under the same Service Order and Waive the Deductible.
    4. Contact the customer to advise of the Second Opinion and the reason.



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