Mail Correspondence Request Form

Mail Correspondence Request Form

Overview

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 that Cinch provides, including relevant business rules and time frames for completion.
Copies of service reports are obtained from the assigned Service Partner. If a customer requests a copy of a service report, offer to contact the Service Partner to request one for them. Do not submit a Mail Correspondence request to obtain a service report.
Type
Definition
Time Frame For Completion After Receipt In Support Services
Tried to Reach You (T2RU)
Requested when a call is made to the customer, but we have no phone number on file, or if a phone number is on file but we are unable to leave a voicemail (mailbox full, will not accept message from unknown caller, disconnected, etc.)

If there is no email address on file and a letter needs to be mailed.
48 hours

*excludes weekends and holidays
Denial (not needed for IA and CA)
Provides the reason why a job was not addressed under the warranty. 

Includes the technician’s diagnosis and references the section of the warranty that states the item is not addressed
48 hours

*excludes weekends and holidays
No Provider Found Instructions
Includes all of the instructions for the Out-of-Network Provider process
48 hours

*excludes weekends and holidays
Customer Options
Resend the customer options that have been previously provided to the homeowner.
48 hours

*excludes weekends and holidays
Claim Cost Breakdown
Details the job costs, primarily for non-covered cost breakdowns.
48 hours

*excludes weekends and holidays
Rough Finish Repair Reimbursement Instructions
Provides instructions for Rough Finish Repair reimbursement via email or mail. Must specify email or mail.
48 hours

*excludes weekends and holidays
Surge Protect™ Claim Request form
Request a Surge Protect™ Claim Request form be sent to the customer.
48 hours

*excludes weekends and holidays

Important Note

As of 11/11/2020 - The following Mail Correspondence Request Types have been removed. Do NOT submit Mail Correspondence requests for the following reasons:
  1. Service Job Confirmation
  2. Deductible Letter
  3. Summary/History
  4. Credit Allowance
If the type of letter the customer is requesting is not available, please provide the requested details during the call or work with a Supervisor to resolve the customer’s issue.

Procedure to Request Correspondence

To request correspondence, complete the Mail Correspondence Form. (http://interchange/callcenter/Lists/Mail%20Correspondence%20Form/overview.aspxA) link to the form is located under Surveys in the Quick Links on the left side of the Call Center Operations screen.
  1. From the links on the left side of the Call Center Operations page under Surveys, click Mail Correspondence Form.
  2. Click the Respond to This Survey button.

  3. Select the letter type from the list of values (see chart above).
  4. Enter your name in the Requested By field.
  5. Enter the customer’s contract number in the Contract Number field.
  6. Enter the claim number in the Claim Number field.
  7. Enter the customer’s name(s) in the Warranty Holder field.
  8. Enter the customer’s email address in the Email Address field.
  9. Enter the customer’s street and unit (if applicable) in the Mailing Address field.
  10. Enter the city, state and zip code in the appropriate fields.
  11. Enter the customer’s fax number in the Fax Number field (if applicable).
  12. In the Special Handling Instructions box, provide any additional information that the Support Services Team may need in order to accurately respond to the customer.
  13. Click the Finish button.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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