Business Processes
PCI Compliant TS&R: Secure Card Capture
To ensure PCI compliance, Cinch has multiple options to securely capture payment information. Options available to be used in the following order: Card on File (COF) Secure Card Capture link sent to the customer Manual Capture - Verbally taking card ...
SP Feedback Tracker
At Cinch Home Services it is our commitment to partner with Service Professionals that deliver best in class service. It is important that we capture and follow through when feedback is received from our customers regarding positive and negative ...
Deductible: Secure Agent Payment Group
When all efforts fail to securely capture payment information, Customer Service, Escalations, Authorizations, Support Services, and Parts Sourcing agents will transfer the customer to the Secure Agent Group to manually enter Initial and Replacement ...
TS&R Payments: Secure Card Capture
To ensure PCI compliance, Cinch is introducing a new secure way to collect payment information. Options will include using a Card on File (COF) or sending a Secure Card Capture link to a customer so they can manually enter their card details. These ...
Deductible Payments: Secure Card Capture
To ensure PCI compliance, Cinch must securely collect customer payment information. Options will include using a Card on File (COF) or sending a secure card capture link to a customer so they can manually enter their card details. These options ...
ReKey Benefit
Cinch will provide Yr 0 Real Estate Buyer customers a referral to pre-screened rekey vendors in their service area who will provide the service at a discounted rate. ReKey Service is available one time during the term of the plan and includes the ...
Cinch Tyndale - Quarterly Reimbursement Benefit
Customers residing in Tennessee who enroll through our client Tyndale will have a Cinch Complete Home P3 warranty and receive a Quarterly Reimbursement Benefit for purchases made at Germantown Hardware in the amount of $25. Customers enroll in the ...
Area Manager List
Area Manager Escalations and Contact Info Use the SP Feedback Tracker to update negative or positive feedback received regarding our Service Providers. When Outbound Calls and Public with Email comments fail to resolve the issue, if an Area Manager ...
Area Manager Escalation Process
Agents will be required to follow department-specific guidelines when escalating a Service Professionals workmanship, conduct, or other service missed commitments to the Area Manager. Area Manager Escalation Process by Department Customer Service ...
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 2 ...
Power of Attorney (POA) Guidelines
A non-contract holder can make changes to an account if they possess Power of Attorney (POA). Before the non-contract holder with POA is authorized to make changes to an account, they must provide formal proof of POA. Once received, the offline team ...
Interactive Voice Response System (IVR)
The Interactive Voice Response System (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR systems accept a combination of voice input and touch-tone phone keypad ...
Coaching Feedback for BPO Partners
Cinch plays an important role in the development of our Third Party (BPO) agents by providing claim-specific coaching feedback. It is important to deliver such feedback in a timely manner so we can prevent errors that could have a negative impact on ...
Call Transfer Procedures
There are 2 different ways to transfer a call, Warm Transfer and Cold Transfer: Warm Transfer: Agent stays on the line during the transfer in order to introduce the customer to the agent receiving the call and advise the agent of the situation. Cold ...
Appliance Buyline Online Purchase
As part of the Appliance Buyline program, Cinch customers can shop using access to third-party Participating Merchants, such as GE and Whirlpool. This option is available when the homeowner is simply updating their home's kitchen and laundry ...
Homes For Our Troops (HFOT)
As part of our commitment to giving back to the communities where we live, work and play, Cinch has signed a 2-year agreement to become Homes for Our Troops (HFOT) Official Supplier of Home Protection Plans. General Point of Contact’s (POCs) for HFOT ...
Stop Payment
Stop Payment requests are only processed after 14 business days have passed since the original check was issued. When submitting a request for a Stop Payment, make sure that a claim has been initiated and is in a Paid status, the address where the ...
Frequently Used Numbers
National Accounts Contact Information Sears Service When the customer is enrolled in a Cinch administered warranty (i.e., Sears Home Warranty, Cinch Home Warranty), AND Sears is the assigned Service Provider, use one of the following options: ...
Ultra-Premium Appliances
Ultra-Premium Appliances are luxurious appliances designed for home use. They can be classified by their brand, or by their features. Many warranties have cap limits of $1000 or $3000 built in for Ultra-Premium appliances. When approving repairs or ...
Rough Finish
Rough Finish refers to the repair and finish of any walls or ceilings where it is necessary to break through to effect repair and is only covered to the following extent: repair of walls or ceilings to rough finish up to <amount differs per contract> ...
Mail Correspondence Request Form
If a customer would like written correspondence from us regarding a claim situation, it can be requested using the Mail Correspondence Request Form. Available Correspondence Types The table below defines the different types of written correspondence ...
Property Ineligible Guidelines
Below are the handling guidelines for existing contracts that have been determined to be ineligible for coverage. Property Ineligible for the Following Reasons Mobile Home over 10 years of age Residential property with a business run out of the ...
Legal & Compliance Department: Contact Procedure
We cannot provide contact information for the Legal Department to homeowners. Only an attorney or legal counsel that is representing one of our homeowners. If a Customer Service Agent has an escalated homeowner on the line who is stating they will be ...
Equipment Replacement: Return & Restock Fee
Any item that is refused or requested to be returned that was not the result of being damaged during shipment or an incorrect order processed and shipped by us, a return/restock flat fee of 35% of the cost of the item will be applied and deducted ...
Handling Customer Abuse and Profanity
When a customer is using profanity, you must remember they are reacting to the situation that they are dealing with, it is not a personal attack on you. As professionals, we are responsible to make an attempt to resolve the issue but do not expect or ...
CHS Media Policy and Guidelines
Our Media Relations Team often engages with print, broadcast and online reporters, or media in an effort to positively promote our organization and leadership. CHS also receives requests from media inquiring about customer concerns. To ensure all ...
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 ...
Second Opinion
A Second Opinion is the process when Cinch elects to hire another Service Professional to re-diagnose and verify the problem after the initial Service Report is received. Customers may also request a Second Opinion. It is our job to determine whether ...
Exclusions
Once a customer's unit/equipment has been approved for replacement or a claim credit has been accepted in lieu of the approved repair/replacement, it will be excluded from warranty coverage for a year. Exclusions must be documented in the Service Job ...
Manufacturer Warranty
Manufacturer's Warranties are provided by the manufacturer for new equipment. Most Manufacturer's Warranties will cover the parts but may not cover the labor charges associated with the repair or replacement of new equipment. If labor charges are not ...
Language Translation
If an agent needs assistance with a customer who does not speak English, they can utilize one of the below options. Spanish Calls If this is a Spanish speaking customer, the agent should attempt to transfer the customer to our internal Spanish ...
Locksmith Reimbursement
Locksmith Reimbursement is offered to customers with an active Cinch or HMS product only. The customer is entitled to pre-defined reimbursement when they lock themselves out of their home and locksmith service is necessary to gain access. The ...
Inspection Reports
Buyers hire a licensed home inspector to determine the condition of a property they are under contract to purchase so that the condition of the structure, systems, and appliances can be assessed. When the inspection has been completed, a detailed ...
Hearing Impaired Procedure
On occasion, you may need to assist a hearing-impaired customer. Hearing impaired customers are able to contact a relay service in order to get assistance with making phone calls. When you receive a call from a translator representing a customer with ...
Emergency Lodging Reimbursement
Always check the customer's contract to verify if ELR is included before discussing these benefits or advising them to place a claim. Emergency Lodging Reimbursement T's & C's have been updated to state the property eligible may be the primary ...
Customer Damage Claims
During the course of the warranty service request process, customers may report damage they believe was caused by the Service Professional during a service event. Below is the procedure for handling these situations. Process When a customer reports ...
Homeowner's Insurance Deductible Reimbursement (HIDR)
The Homeowner's Insurance Deductible Reimbursement is a benefit that allows homeowners reimbursement for all, or a portion of their deductible paid for a claim against their homeowner's insurance. Always check the customer's contract to verify if ...
S.O.S. Escalation - Potential Risk to Customer or Service Provider
This procedure is used when a Customer or Service Provider escalates an S.O.S. complaint that can pose a risk to their well-being or to Cinch. Examples include but are not limited to: Police Contacted Verbal Threats Harassment Customer or Service ...
Documentation Abbreviations
Below is a list of common abbreviations approved for use when documenting: Common Abbreviations ACC Accepts/Accepted ADV Advised APO Alternate Provider Option APPT Appointment CANC, CXL Canceled CB Call Back CC Claim Credit CO Company COF Card on ...
Glossary of Terms: Contract
Term Definition Aggregate Gathered into a whole, a total. APO (Alternate Provider Option) An out-of-network provider is assigned to a Service Request when there is no in-network Service Providers available to provide service. Authorization/Approval ...
Next page