Unauthorized Work

Unauthorized Work

Per the terms of the service agreement, all repairs must be initiated by an authorized contractor and approved by Cinch in advance. If a customer calls to open a Service Request after they have already hired their own Service Company to complete repairs, it is considered Unauthorized Work. The customer must be informed of the unauthorized terms as stated in their service agreement and advised of the correct Service Request procedure for future Service Requests.

California and Wisconsin have specific unauthorized work procedures.

California Unauthorized Work Procedure

When a customer calls to request reimbursement for unauthorized service in California, per state regulations, in addition to the verbal explanation of unauthorized terms, a denial letter must be mailed out to the customer.
  1. Create a Service Request and manually assign to APO.
  2. Use the Unauthorized Work Soft No Script to advise the customer of the reason their Service Request is unauthorized.
  3. Submit the mail correspondence form for Denial Letter.
  4. Enter the following comment in the Service Job:
    *****California Unauthorized Work*****
    SERVICE JOB FOR <ITEM> NOT COVERED DUE TO UNAUTHORIZED WORK.....PER H/O THE REPAIRS INCLUDED <ENTER CAUSE OF FAILURE, THE REPAIR/REPLACEMENT DOLLAR AMOUNT AND THE DESCRIPTION OF THE PART/UNIT REPAIRED>.....ADV H/O OF THE UNAUTHORIZED TERMS.....H/O UNDERSTOOD.....SUBMITTED MAIL CORRESPONDENCE FORM FOR DENIAL LETTER TO BE SENT TO CUSTOMER.

Wisconsin Unauthorized Work Procedure

When a customer in Wisconsin has had unauthorized work performed, Cinch has a legal requirement to review their invoice. Denials cannot be based solely on the fact that the work was unauthorized.
  1. Create a Service Request and manually assign to APO.
  2. Use the Wisconsin Unauthorized Work Soft No Script to advise the customer of the reason their Service Request is unauthorized.
  3. Advise customer they can send invoice to supportservices@cinchhs.com for review.
  4. Enter the following comment in the Service Job:
    1. Use this comment if the customer is sending in a copy of their invoice/work order:
      *****Wisconsin Unauthorized Work*****
      H/O CALLED FOR REIMBURSEMENT FOR UNAUTHORIZED REPAIRS.....PER THE H/O REPAIRS INCLUDED <ENTER CAUSE OF FAILURE, THE REPAIR/REPLACEMENT DOLLAR AMOUNT AND THE DESCRIPTION OF THE PART/UNIT REPAIRED>..... ADV H/O OF THE UNAUTHORIZED TERMS AND THE OPTION TO SUBMIT INVOICE FOR REVIEW AND TO DETERMINE POSSIBLE REIMBURSEMENT BASED ON CINCH COST MINUS THE DED.....H/O UNDERSTOOD AND WILL FAX/EMAIL/MAIL INVOICE.
    2. Use this comment if the customer is not sending in a copy of their invoice/work order:
      *****Wisconsin Unauthorized Work*****
      H/O CALLED FOR REIMBURSEMENT FOR UNAUTHORIZED REPAIRS.....PER THE H/O REPAIRS INCLUDED <ENTER CAUSE OF FAILURE, THE REPAIR/REPLACEMENT DOLLAR AMOUNT AND THE DESCRIPTION OF THE PART/UNIT REPAIRED>..... ADV H/O OF THE UNAUTHORIZED TERMS AND THE OPTION TO SUBMIT INVOICE FOR REVIEW AND TO DETERMINE POSSIBLE REIMBURSEMENT BASED ON CINCH COST MINUS THE DED.....H/O UNDERSTOOD AND DECIDED NOT TO SUBMIT THE INVOICE FOR REVIEW.

Unauthorized Work Procedures - All Other States

  1. Locate the customer record.
  2. Use the Unauthorized Soft No Script to advise of the proper service request process.
  3. If unable to resolve or if customer escalates:
    1. Initiate a service request for the item.
    2. Have a member of Leadership manually assign the request to APO and create a SS-Unauthorized Claim Review exception in ServiceBench.
    3. Advise the customer to send in their paid invoice and any supporting documentation to supportservices@cinchhs.com for review.  
    4. Document:
      1. The item serviced including any attributes available
      2. Cause of failure
      3. Repair/replacement dollar amount
      4. Customer advised of Unauthorized Work
If the customer accepts the Unauthorized Work Soft No explanation, Notate your interaction in the SB CEC Note Pad.

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