Cinch has formed a partnership with TXU Energy, the largest utility company in Texas, providing electricity to approximately 2 million customers. TXU Energy (TXUE) is headquartered in Dallas Texas and is a subsidiary of Energy Future Holdings.
There are several warranty products that will be offered by TXU Energy to their existing utility customer base. Customers will enroll through TXU Energy’s call center, after which the customers’ information will be provided to Cinch so that we can process the fulfillment package. The products are branded under the TXU Energy name in both English and Spanish, which will display as such on the customer’s utility bill and are sold in seven (7) TXU Energy call centers and on the TXU Energy website.
Service Request Scenarios
Scenario 1: Non-Receipt of TXU Customer Payments
When a customer has a warranty or reimbursement service with us through TXU, they pay their premiums as part of their monthly bill. It can take an extended period of time for TXU to submit the customer’s payment(s) to Cinch so we can update their balance due in our records.
As such, many TXU customers can show an outstanding balance due (and it could reflect multiple months in arrears) when we review their contract prior to placing a claim.
Regardless of the amount of money that appears to be owed by these TXU customers, their contracts will never go into Pending Cancellation status because they have actually paid. In addition, when trying to process a claim, TIMX will never display the popup box that states “We are currently unable to file a claim until unpaid premiums have been collected” or the Rights and Responsibilities page directing you to transfer them to Membership Services.
For this specific group of TXU customers, we should NEVER deny a service request based on an outstanding balance due or transfer them to Membership Services to collect payment, as none is really due. Proceed with the claim following usual procedures.
Scenario 2: Contracts in Pending Cancellation Status/Billing Vehicle No Longer Available
If a customer account has been closed by TXU, they may advise us to cancel with the reason ”billing vehicle no longer available”. This will cause the contract to be in pending cancel status for 45 days. If a customer wishes to place a claim during the pending cancel period, they must provide us with a direct billing mechanism.
In addition, if a customer warranty or reimbursement service originated with TXU and it is already on direct billing but is arrears in payments and in Pending Cancellation status, the customer must bring their balance current before placing a claim.
This is the only circumstance in which Membership Services can discuss billing with a customer originating from TXU. Transfer the customer to Membership Services to set up or update their direct billing mechanism before placing a claim.
Scenario 3: Contract Cancelled by TXU
Occasionally we may come across a TXU contract that has been cancelled. Requests for cancellation are processed by TXU and instructions to cancel come directly to Cinch from them only.
If a TXU contract is cancelled and the customer wants to place a claim, advise them to contact TXU directly at 972-656-2184. These calls should NEVER be directed to Membership Services, and we should not discuss payment with them in any way, including “lesser of the two”.
If a customer wishes to cancel their TXU contract, direct them to TXU at 972-656-2184. Do not transfer to Membership Services.
Claims Process for TXU Energy Products
Claims Process for TXU SurgeProtect
Follow the SurgeProtect Process. The only difference is that the customer must complete the TXU Energy Claim Form.
Claim Process for TXUE Warranty Service Request
Service Requests for all other TXU Warranties are processed as a traditional service job.