Surge Protection Process

Surge Protection plans provide reimbursement coverage 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.

There are multiple types of Surge Protection plans:

1. Surge ONLY Plan: SurgeProtect, TXU Surge, etc.
2. Warranty Coverage including Surge: 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.

Check the customer’s Dec Page and Contract for the type of Surge protection they have and their specific Cap Limit.

We do not initially create a service request for surge events.

Give the customer instructions on how to request their reimbursement and notate the SB CEC appropriately including instructions were relayed and details of the surge event.

Reminder: Consumer Electronics (Fortegra) and Electronics Protect (Warrantech) are NOT RELATED to Surge plans and follow their own claim processes. 

Cinch Surge Reimbursement

When a customer is enrolled in a Surge plan where the contract details advise the reimbursement is handled by Cinch internally, the customer will send in required documentation for reimbursement.

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 needs a copy of the Claim Reimbursement form, enter a Mail Correspondence Request Form with N/A as the Service Job #.

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

SS will create 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

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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