Surge Protection Process

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 types of Surge Protection:

  1. Surge ONLY Plan – Reimbursement processed internally by Cinch
    (i.e. SurgeProtect, TXU Surge, etc.)
  2. Warranty Coverage including Surge – Reimbursement processed externally by Cynosure at 1-800-711-4280 (Option 2) 
    (i.e. Inside Electric with Surge, Complete Home VIP, etc.)

We do not initially create a service request for surge events.

Check the customer’s Dec Page and Contract for the type of Surge protection they have and their specific Cap Limit.
Give the customer instructions on how to request their reimbursement and notate the SB CEC appropriately including instructions were relayed and details of the surge event.

Surge Only Plan

When a customer is enrolled in a Surge Only plan and advises a surge event has occurred, the customer will send in documentation to Cinch for reimbursement.

Customer Instructions:

  1. Locate a qualified service provider to perform a diagnosis of the item and confirm the surge event.

  2. Complete the SurgeProtect Claims Reimbursement Form. This form is included in the Welcome Kit but can be emailed or mailed to you if you need a copy.
    (If emailed, the customer will have the option to complete the form online)

  3. Along with the completed form, you will need an invoice with the following information:

    1. Service company letterhead.
    2. The service company's name, address, and phone number.
    3. Your name, address, and phone number.
    4. The diagnosis of the failed item including:
      1. The surge event validation.
      2. The item's manufacturer, model ID, and serial number.
    5. Invoice showing paid in full for the repair or replacement of the item.
  4. Submit the invoice to the following email address:
    1. Email: surgeprotect@cinchhs.com
      If the customer requests a mailing address:  
      1. Cinch Home Services
        Attention: SurgeProtect
        P.O. Box 810275
        Boca Raton, FL 33481-0275
If the customer needs a copy of the Claim Reimbursement form, enter a Mail Correspondence Request Form with N/A as the Service Job #.

Once we have received the completed Claim Reimbursement form and invoice they will be reviewed and processed by our Support Services team.

SS will create the service request and contact the customer directly with updates.

If approved the customer should expect the invoice to be processed in approximately 20 business days.


Warranty Coverage including Surge

Plans including both Warranty and Surge coverage on the same contract are handled differently.

Warranty service requests for failures Not related to a surge event will be processed as normal.

 

If the customer advises they have experienced a Surge event the customer will contact Cynosure at 1-800-711-4280 and select Option 2 to initiate a claim.

 Cynosure will then handle the reimbursement process with the customer directly. 


Note: Some LineProtect, Inside Electrical, or Outside Line With Surge plans have a $0 deductible for warranty service requests.
Reminder: Consumer Electronics (Fortegra) and Electronics Protect (Warrantech) are unrelated to Surge plans and follow their own claim processes. 

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