Policy

1. On a Seller Home Warranty (SHW). Refer the customer to their realtor.
2. If more than 30 days have passed since the closing date. Refer the customer to their realtor.
   

If the customer has several Service Requests that need to be processed, allow the customer to identify the most urgent.

Determine If Needed

1. Check ServiceBench to see if there is a contract on file.
   
1. If YES:
   
1. If we have not received funds and the customer is placing their first Service Request, process the Service Request using the normal procedures outlined in Knowledge Base.
2. If we have not received funds and the customer has 1 Service Request already on file, DO NOT place a Service Request. Refer to the Scripting below for guidance.
3. If the contract is outside the first 30 days, the agent must check SCM to confirm funds have been received before processing Service Request. If funds have not been received, refer the customer to their realtor.
   
2. If NO:
   
1. Complete the Verbal Application process.
   
2. Check TIMX SCM to see if there is a contract on file.
1. If YES:
   
1. Follow Step 21 below: Gather customer information including the Contract Number in SCM and email the information to verbalclaim@cinchhs.com. A supervisor will create the Service Request and create a Jira ticket to have the contract entered into ServiceBench.
   
2. If NO:
   
1. Complete the Verbal Application process.
   

Scripting

Create Verbal Claim Application

1. Open TIMX SCM. Click Enrollment, then select Application Verbal Claims.
   
   
2. Enter:
   
1. Primary contract holder’s first and last name.
2. Best contact telephone number and alternate telephone number.
   
1. Select the icon next to the work number to enter a work extension and/or email address if available.
   
3. Additional contract holder information if applicable.
   
3. Tab to the Property Address and a Zip Code pop-up screen will display. Enter the zip code. Hit Enter.
4. Select the correct city from the pop-up screen otherwise the city and state will pre-populate.
5. Enter the street address, verify entered information.
6. Verify if there is an alternate mailing and billing address. 
1. If yes, select the mailing and billing buttons to enter the information.
   
7. Click the Plan button.
   
   
8. Click the Broker ID drop-down arrow.
9. Enter “VERBAL” in the Name field, then click Search. The Broker ID will display. Hit Enter.
10. Enter the closing date in the Appl Date field.
11. To select the plan, double click on Select a Plan drop-down arrow.
12. Ask the caller if the property is a single-dwelling or a condominium and the deductible amount ($100 or $200). Select the appropriate plan and click OK.
1. If the customer does not know which plan they received, select the $100 plan. Advise the customer we will collect the additional deductible amount on the backend if we confirm with the title company they paid for the $200 plan. 
   
13. A pop-up will display to search for the Real Estate Agent. Click the drop-down arrow to locate the agent’s name, then click OK.
1. Select Agent Unknown if:
   
1. There is an “X” in front of the Agent ID
2. The agent’s name does not appear in the list
   
14. Once the desired agent is selected from the list, the Agent Id # and Agent’s Name will auto-fill. Click OK.
15. From the top menu, click Save to generate the application number. Answer “Yes” to the save pop-up message and “No” to exit.
16. Capture the VC (Verbal Application) Appl # field.
1. Take note of the Verbal Application Number. You will need it to process the Service Request in ServiceBench.
   
   
17. From the Application Entry Form screen, select Comm History Log. Click the drop-down arrow.
18. Complete the following fields:
1. Communication Source: Customer
2. Communication Object: Applicant
3. Correspondence Type: Leave Blank
4. Communication Type: Contract
5. Communication Method: Phone
   
19. In the Comments field, enter:
1. Contract Holder’s name and phone #
2. Real Estate Agent’s name and phone #
3. Real Estate Company’s name and phone #
4. Price of the warranty and the Title Company’s name and phone number # (if available)
   
   
20. Save and Exit.
21. If the customer also needs to place a Service Request, do not disconnect the call. Gather all the details needed. Send the information in the body of an email to verbalclaim@cinchhs.com. 
    
1. We will have dedicated supervisors to work this inbox and will take this information to create the Service Request. Be sure to include the Service Request Severity in the email.
   
1. If a contract is in SCM, replace the VC number with the contract number.
   
   
22. Advise the customer that the request will be entered shortly and they will receive a call back once it is complete.
23. The supervisors that will be overseeing the inbox will be required to review every 2 hours to see if we received any new requests. The supervisor will take the information from the email and process the Service Request.
    

Supervisor: Convert Application to Contract in SCM

1. Retrieve the Verbal Application with Property Address or Application #.
2. The green “C” icon indicates the option to convert the application into a warranty. Click this icon to proceed.
   
   
3. When the “Application to Warranty Conversion” box pops up, enter the Closing Date.
   
1. The Closing Date will be the Effective Date of the warranty.
   
4. Press OK and you will see the warranty result screen appear with the Application Number and the new Contract Number for the warranty. You will also see that the Broker information filed says “Verbal Claim Processing”.
5. Click Save and Notate accordingly.
6. The following note needs to be updated into SCM in the Comm Hist Log. This is to assist accounting when they receive funds.
   “Supervisor Note: Service Job is being created for this contract. Converted VS into a Contract Number.”
7. Confirm that contract in SCM is transferred/loaded into ServiceBench.
1. Supervisor will need to enter a JIRA Ticket to ensure the contract will be loaded into ServiceBench that night.
   

Supervisor: Create Service Request in ServiceBench

1. Hover over Jobs and select Create Service Order.
   
2. Fill out all fields.
   
1. Use the Contract Number that was generated when converting the Verbal Application in SCM in the Service Contract Number field and include “.0”.
   
1. If there is a contract already updated in SCM, update with the new Contract Number and “.0”.
   
2. Service Request Type will be Warranty.
3. Override the address validation entitlement.
4. The supervisor will need to create a Jira to ensure the newly converted contract transfers to SB, and/or if the contract was already updated in SCM but not loaded into ServiceBench.
   
3. Under Service Description, enter “Warranty/Repair Service Request (Verbal Application)” in the Description field.
4. Assign a Service Professional.
5. Reach out to the customer and advise of their Contract Number, Service Job Number, and Service Professional information to schedule their appointment.
   

Back-End Account Process FAQ

1. Once the payment is received, the contract will be converted in SCM and then loaded into ServiceBench that day at 12 AM. When accounting is loading a contract where the payment is received, they will always do an address search including the numbers of the address and the first 3 digits of the zip code. If they see a contract already converted, they will apply the monies to that contract.
   

1. 15 Days: Notification sent to Agent/Broker
2. 45 Days: Notification sent to Agent/Broker
3. 60 Days: Contract is cancelled, and notification is sent to Agent/Broker and the Customer.
   
1. At Day 60, if we have paid out on any Service Request, we will advise the customer they will be responsible to either pay the warranty cost or the cost of the claim, whichever is the lessor of the two.
   

1. They use the first numbers in the Property Address, along with the first 3 digits in the customers zip code.
2. If they see another contract on file that matches, they will load the payment to the existing contract.
3. If they see 2 contracts that match, they will go into the notes in SCM to confirm if a job is attached and they will upload the funds to that contract.