Deceased Customer: Cancellation/Name Change Process for ALL Contracts
If a customer has a contract/warranty in their name and we are notified they are deceased, we are NO LONGER required to receive a copy of the death certificate or formal written request to proceed with cancellation or name change.
Prior to proceeding with the request, it is important to share our condolences:
"<Caller Name>, we're sorry to hear about <Customer Name> passing and will be able to assist you with updating the account."
IF a Customer Service Agent receives the call,
THEN follow the existing warm transfer process to Cinch Real Estate (HMS) or Retention based on the account type.
TS&R Agent Process
Follow these guidelines when assisting with updating the account of a deceased customer.
- Advise of recording disclosure and document the request.
"This call IS recorded and MAY be monitored to improve quality." - Ask the caller to verify the following information:
- Caller's relationship to the deceased contract holder
- Contract holder name
- Physical address
- Phone number associated with the account
- Process the cancellation using the existing procedures.
- Include the following in your documentation:
- Caller's name
- Caller's relationship to the deceased contract holder
- "Deceased customer cancellation for <Deceased Customer Name>"
- Cancelled contract
- Thank the caller for providing the update and close call.
Caller is Unable to Verify the Account
IF the caller is unable to provide verification data,
THEN follow the steps outlined below.
If the caller is unable to verify the customer's account:
- Advise caller of the information needed to verify the account.
- Advise caller of the appropriate call back number to TS&R and once verification information is confirmed, the customer can call back to update.
- Advise the customer of the option to update via written mail correspondence. The following information is required for documentation purposes:
- Name and relationship to the deceased customer
- Caller's contact information
- Phone number and mailing address
- Customer's account information
- Contract number
- Full property address
- Provide mailing address/email address to send correspondence.
- Email: AccountsReceivableRO@cinchhs.com
- Mailing Address:
PO Box 810275
Boca Raton, FL 33481-0275
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