Surge Protection Process

Surge Protection Process

Surge Protection plans provide coverage and reimbursements for the repair or replacement of residential electronics, electrical systems, appliances, and other electrical devices within the customer’s home that fail due to an electrical surge and New Texas surge plans will cover home electronics that fail due to normal wear and tear.

There are multiple types of Surge Protection plans:

  1. Surge ONLY Plan - Handled by Cinch: SurgeProtect, TXU Surge, New Texas Surge, etc.
  2. Warranty Coverage including Surge - Handled by Cynosure: Inside Electric with Surge, Complete Home VIP, etc.
    1. Warranty service requests for failures Not related to a surge event will be processed as normal.
    2. Some LineProtect, Inside Electrical, or Outside Line With Surge plans have a $0 deductible for warranty service requests.

Surge Reimbursements are either handled internally by Cinch or externally by Cynosure.

Warning
Check the customer’s Dec Page and Contract for the type of Surge protection they have and their specific Cap Limit.
We will initiate a service request for surge plans handled by Cinch. 
Info
Reminder: Consumer Electronics (Fortegra) and Electronics Protect (Warrantech) are NOT RELATED to Surge plans and follow their own claim processes. 

Cinch Surge Initiation and Instructions

When a customer is enrolled in a Surge plan where the contract details advise the reimbursement is handled by Cinch internally:

  1. We will initiate a service request in Zoho
  2. Zoho will auto assign a Surge Temp SP (Not a service provider)
  3. The job sub-status will auto update to Awaiting Diagnosis
  4. The system will automatically email the customer the Claim Reimbursement Form and Instructions (if valid email on file)
Cinch Surge Initiation Process
  1. Make sure to review the customer's coverage to confirm it is a Surge Only plan. Pay close attention to the Product and Client Names. Click Initiate Service.



  2. Select the correct Trade. Reminder the Home Electronics trade is located in the Other Trades drop-down list.



  3. Select the Item needing service. Scroll to select Type and Brand. If the customer states it is a home electronic not listed, select the closest related item possible and notate the information.



  4. Enter additional item details along with the problem code and description advised. Click Next to continue.



  5. Zoho will auto assign a Surge "Temp SP" account (Not a service provider). Cinch Surge and Older TXU Surge will assign to Surge Protect.



  6. Once the Service Request is submitted the Surge Expectations will display. Click OK to close.
    Note: Once the Service Job details refresh the Expectations pop-up may display a second time.
    Zoho will automatically update the Job Sub-status to Awaiting Diagnosis.



  7. New Texas Surge Temp SP account will be Surge TX and the Surge Expectations will be slightly different. Home electronics which fail due to normal wear and tear will also be approved under this new plan. 




Customer Instructions

  1. Locate a qualified service provider to perform a diagnosis of the item and confirm the surge event.

  2. Complete the SurgeProtect Claims Reimbursement Form. This form is included in the Welcome Kit but can be emailed or mailed to you if you need a copy.
    (If emailed, the customer will have the option to complete the form online)

  3. Along with the completed form, you will need an invoice with the following information:

    1. Service company letterhead.
    2. The service company's name, address, and phone number.
    3. Your name, address, and phone number.
    4. The diagnosis of the failed item including:
      1. The surge event validation.
      2. The item's manufacturer, model ID, and serial number.
    5. Invoice showing paid in full for the repair or replacement of the item.
  4. Submit the invoice to the following email address:
    1. Email: surgeprotect@cinchhs.com
      If the customer requests a mailing address:  
      1. Cinch Home Services
        Attention: SurgeProtect
        P.O. Box 810275
        Boca Raton, FL 33481-0275
If the customer does not have an email on file, or requests another copy of the Claim Reimbursement form, enter a Mail Correspondence Request Form.

Once we have received the completed Claim Reimbursement form and invoice they will be reviewed and processed by our Support Services team.

SS will update the service request and contact the customer directly with updates.

If approved the customer should expect the invoice to be processed in approximately 20 business days.


States handled by Cinch:
AL, AK, AZ, DE, FL, HI, IL, IN, IA, LA, MD, MI, MN, MO, MT, NV, NH, NJ, NM, NC, ND, NY, OK, PA, RI, SC, TN, TX, WA, WY

Cinch Contract Examples:

Contract verbiage may include:
  1. surgeprotect@cinchhs.com 
  2. Cinch Home Services address
  3. report online at my.cinchhomeservices.com
  4. 1-800-474-4047 or 1-844-627-6010






Info
If unable to initiate service in Zoho and have to initiate in ServiceBench you must:
  1. Manually Assign the job to the Surge Temp SP Account: Surge Protect - Account # 700012555
    Or for the New Texas Surge plans Surge TX - Account # 700012557
  2. Update the Job Sub-Status to Awaiting Diagnosis
  3. Enter a Mail Correspondence Request to send the customer the Claim Reimbursement Form
     email

Cynosure Surge Reimbursement

Plans where it is stated Surge claims will be handled by Cynosure, advise the customer to contact Cynosure at 1-800-711-4280 and select Option 2 to initiate a claim.

 Cynosure will then handle the reimbursement process with the customer directly. 


States handled by Cynosure: AR, CA, CT, CO, DC, GA, ID, KS, MA, ME, NE, OH, OR, SD, UT, VT, WV, WI

Cynosure Contract Example:

Contract verbiage may include:
  1. 1-800-711-4280
  2. cynosure


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