Disclaimers
Associate Failed to Cancel Procedure
Requests to cancel must be processed immediately upon request if the agent is authorized to take action on the warranty. Sales efforts must be enacted on interactions involving a request for cancellation or a clear implication of cancellation. ...
Refinance
Refinance Loan Modification – Loan sold to a different Company · Client will notify Cinch (Notice Date) · Contract setup for pending cancellation · Reason/Description: Billing Vehicle No Longer Avail · Cinch will notify ...
Non- Renewal Instruction
Non- Renewal Instruction Non-Renewal Reason is used to flag an account so that it will not renew for an additional contract year. This can be done from a customer request or an internal Cinch process. Below are the non-renewal reasons available, why ...
Non-Renewal Reason Codes
Non-Renewal Reason Codes Non-Renewal codes are used when customers are requesting their account to be flagged as Non-Renewal. The purpose of these codes is to gain more insight into why customers don’t want to renew (what’s driving the NON ...
Retention Red Flag Policy
An eligible Retention sales call is when the customer indicates agreement to the sales activity and has a clear understanding of the activities being undertaken on their warranty. It is the responsibility of Retention Sales associates to use all ...
Cinch Real Estate Red Flag Policy
Overview To provide an outline of CINCH sales activity and CINCH eligible and ineligible commissionable activities. Summary An eligible Cinch sales call is when the customer indicates agreement to the sales activity and has a clear understanding of ...
Telesales and Retention Medical Transfer Process
When a customer calls in and discloses that they have a medical condition or high-risk situation, we must ensure that the proper steps are taken to assist them. Identifying Medical Emergencies and High-Risk Situations Listen to the customer carefully ...
Telesales and Retention Call Escalations
Requests to speak with a Supervisor received by a Telesales and Retention associate should be handled as follows: The agent should reach out to a supervisor for guidance on how to resolve the issue. For a claims related issue, the agent should warm ...
Cancellation due to Surcharge
If cancellation occurs directly due to the surcharge, follow normal cancellation process and use the below reasons for cancellation: Main Reason: Pricing Cancellation Reason: Surcharge Rebuttals Use the following rebuttals to attempt to save the ...