Old Republic Home Protection Contractor Guidelines
Dear Contractor,
ORHP offers a one year home service contract to the sellers and buyers of
resale homes. The Plan has specific coverage and exclusions of which you and
your staff should be aware. We have enclosed a sample Plan for your review as
well as additional copies for your staff, which we recommend they carry with
them on all our jobs. Because your firm may also provide service for other
warranty companies, we have tried to make our Plan easy to read and
understand. Please note that every warranty company provides slightly
different coverage, as well as distinct exclusions so it is important that you
and your staff are clear about the coverage we provide.
Our goal is to provide our Plan holders with trouble-free
service. Obviously, the services your firm provides play a
major role in our success.
Your performance on each of our jobs will directly affect
the volume of future work you do for us. We need
prompt, courteous service to our Plan holders and
reasonable charges for materials and work performed.
Contractors who meet these basic requirements can count
on a constant flow of work from us, without any
out-of-pocket advertising.
Our calls can also be a good opportunity for you to build
future, repeat business from our Plan holders once our
warranty expires.
The service process, outlined briefly below, explains how
simple providing quality service can be if we are both
committed to doing our part.
Service:
800-972-5985
Authorization:
800-858-4488
Dispatch:
800-222-9497
FAX Invoices for Payment:
925-328-0679
Standard Authorization
Limit: 150.00
Overview Of The Service Process
1. Plan holder requests service by contacting us directly.
2. We obtain as much specific detail about the problem as possible.
3. Our dispatchers select a repair company to service the home.
4. We dispatch the call by phone or fax.
5. The repair company is requested to contact the Plan holder immediately to verify receipt of the call, schedule the
appointment (if possible) and to request any additional information to complete the service call in one trip. We
would like service to be initiated within 48 hours of receipt of workorder from ORHP.
6. The technician arrives at the home on schedule and equipped to diagnose/make the covered
repair. In the event the technician is running late, he will call the Plan holder to advise. In the
event the repair cannot be completed in one visit the technician will advise the Plan holder of the
estimated date of completion and maintain contact until final fulfillment of services.
7. Upon completion of the job, the contracting firm invoices us for the repair/replacement cost, less
the deductible paid by the Plan holder.
8. We pay the bill.
*We require that for any additional requests for service that the Plan holder contact us directly. We do
not reimburse Plan holders nor pay contractor invoices for work not dispatched or authorized by Old
Republic Home Protection. In the event you receive a service call directly from one of our Plan holders,
please advise the caller to contact Old Republic Home Protection directly for service at:
1-800-972-5985
Privacy Policy
As of July 1, 2001, a federal regulation
protecting the privacy of consumers
became effective. In order to comply with
this new legislation, we are requesting
that you be fully aware of Old Republic’s
Privacy Policy and understand your
obligation in that regard. In a nutshell,
you are not authorized to sell or share
this information with anyone, except as
required by law.
SEE “REVIEW OF CONTRACTOR REQUIREMENTS”,
“PRIVACY POLICY” FOR DETAILS.
The Service Process
Service Coverage Overview
1. We service items that become inoperable due to normal wear and tear during the
term of the Plan.
2. If the part or service required does not affect the functioning of the working
unit, it is not covered.
3. We do not cover defects or service problems which existed prior to the effective date
of the Plan (which is normally close of sale). At times you will be asked to provide
an opinion, verbal or written, as to your findings in certain situations. We ask that
you work with us in providing accurate, non-biased information so we may make an
intelligent, well-informed decision in regard to all claims.
4. If the repair requires a replacement of parts or the entire unit, our Plan requires that
parts used are of the same grade and quality as those being replaced. If the part is
no longer available and no comparable part is available, please call our Authorization
Department. We will notify you at that time what steps we will be taking.
5. If the repair required is not covered by the Plan, please call our
Authorization Department at 800-858-4488.
Dispatch
1. Our Dispatch Unit will contact your office via fax or phone when we have a service
call in an area you service.
2. Your staff member should record all pertinent call information that is dispatched,
including the work order number that pertains to that service call.
3. You will receive a different work order number for each job we dispatch to you.
This number controls our work in progress and accounts payable function. All
invoices submitted must contain one work order number. (Only one invoice per
work order number, please.)
4. When you receive a job from us you are requested to contact the Plan holder
immediately to schedule an appointment. If you are not able to schedule an
appointment immediately, call the Plan holder to let them know you will be
getting back with them to schedule an appointment at a later time.
5. In the event you have not been able to reach the Plan holder within four hours after our
call to you, you are requested to contact the Dispatch Unit immediately at 800-222-9497.
Timely scheduling of appointments is a primary factor in evaluating contractors. We
are well on our way to a good business relationship when this part of your
responsibility is handled properly.
6. When you call a homeowner, please identify yourself as representing
Old Republic Home Protection.
Service Fee Collection
1. We expect you to collect the service fee from the Plan holder unless advised otherwise.
Our service department will advise the Plan holder of the fee when they call us for a
repair. We prefer to have the service fee payable to your firm and shown as a
deduction on your invoice.
2. Each invoice must reflect the status of the service fee. Service fees are not collected
on recalls and in some other situations. We will give you specific instructions
regarding collection at the time of dispatch.
3. (Please see the section regarding invoicing and service fee collections.)
3. We prefer to deal with contractors who give their staff proper identification, such
as business cards. Identification should always be offered upon request.
4. Keep your work tidy, keep all tools on a drop cloth - not on rugs, counters, etc.
Clean up the work area completely. Do whatever is required to leave the work area
in the same condition you found it (or better). If necessary wipe down all surfaces.
Do not use the customer’s cleaning equipment, provide your own.
5. Be positive. Watch your language and demeanor. The Plan holder is our customer.
Upsetting comments risk future business for both Old Republic and you.
6. The bottom line, is the Plan holder happy? If they are, so are we.
When You Are Unable To Complete A Job
1. Most contractors are able to complete a job on their first trip. On occasions when
you cannot complete your work in one trip, we ask that you keep the Plan holder
informed. Let them know why the work cannot be finished in one trip and when
you will be back. In the event parts need to be ordered that will take longer than
five days, contact Old Republic’s Authorization Department immediately. It is your
responsibility to follow up in these situations -not ours. This is another key factor in
our business relationship. If a delay appears to be getting out of hand, please let us
know in advance, so that we can work together to eliminate any potential problems.
Non-Authorized Work
1. Service costs are a critical factor in our business - we cannot tolerate “looking for
additional work” while at the job site. We will only pay for the work authorized in
your work order.
2. If the Plan holder has an additional service concern that was not included in the
original dispatch, we require that the Plan holder call our Service Department for
authorization, so that we may add the work onto your call, prior to you beginning
the repair.
Emergency Service Calls
There will be times when a customer will call and request “emergency” service.
Per our Plan we state: We will determine what repairs constitute an emergency and
will make reasonable efforts to expedite emergency service.
ORHP defines an EMERGENCY as:
1. No heat to the home, when:
a) The temperature outside is below 40 degrees Fahrenheit and
b) There is no alternate source of heat
2. The following plumbing problems:
a) Gas leak
b) Leaks which are causing secondary damage
c) No bathroom facilities (i.e., mainline stoppage)
d) No water to the home
3. Electrical situations which could lead to fire, or no power to the home.
Scheduled Appointment
1. We require that you arrive at the home at the scheduled appointment time.
If for some reason your technician is running late, as a courtesy, the Plan
holder should be contacted, advised of the delay and informed as to when
the technician will be arriving.
2. Emergencies happen - often at times that are inconvenient to everyone.
We like to be able to handle even the difficult problems—the oven not
working on the day before Thanksgiving, for example. We prefer to work with
contractors who are available on short notice via answering service or pager
at night, on weekends and during holidays for these special jobs. Willingness
to respond during emergencies is an important component when evaluating
our contractor network.
Plan Holder Relations
1. Please remember that you are representing Old Republic Home Protection
as well as your own firm and that comments upsetting to the Plan holder are likely
to get back to the Real Estate Agent and impair future business for both of us.
Please don’t offer opinions as to the condition of the home they just purchased, their
appliances, or any area that could possibly produce upset feelings to the Plan holder.
2. Please do not make any written or oral representations (either direct or implied)
to the Plan holder which are negative or defamatory in nature toward
Old Republic Home Protection, or to the home warranty industry in general.
3. Please do not discuss price of repair or replacement costs with the homeowner.
Do not attempt to advise the homeowner of our company policy or procedures. That
is our job. Please call us in the event you or our Plan holder have any questions.
Appearance/Identification
1. We consider grooming and personal cleanliness to be an important factor
in dealing with our customers.
2. The overall appearance of the contractor’s place of business, vehicles, and staff are
factors in our evaluation of contractor performance and good standing with
Old Republic Home Protection.
4. Air conditioning when a medical emergency may be created (i.e., elderly, asthma,
pregnancy).
5. Refrigerators not cooling at all-only one unit in the home.
If the situation is an EMERGENCY as defined by Old Republic Home Protection, ORHP
will cover the cost of any required contractor overtime.
Some situations (other than those described above) may occur which our Plan holders
consider an emergency. These situations are treated as priorities for our Plan holders,
but are not considered EMERGENCIES by ORHP.
The Plan holder may feel the situation is urgent enough to insist that the contractor
come out after normal business hours. We will offer service sooner as long as the
customer understands and agrees they will be responsible to pay the difference
between the straight time contractor wages and any overtime required. If the Plan
holder is willing to pay the overtime differential, this needs to be clearly documented
on the invoice. The contractor should confirm the customer’s understanding of the
overtime charge when scheduling the appointment.
Accidental Damage
Accidents can happen, and if a customer’s property is accidentally damaged during a
service call, remember that open, honest communication is key. Any damage that
occurs during a service call is the contractor’s responsibility. If an accident should
happen, follow these procedures:
1. Inform the customer about the damage. Don’t let it be a surprise
to the Plan holder.
2. Ask to use the telephone and call Old Republic Home Protection to inform us
of the situation, 1-800-858-4488, ext. 803.
3. If at all possible, repair the damage immediately.
4. If damage can’t be immediately repaired, make arrangements to do so as
soon as possible, absorb the expense and contact your liability insurance
carrier, if necessary, to cover the costs.
WHEN TO CALL OLD REPUBLIC
We ask that you contact our office in certain situations to keep us informed on the status of service calls.
The Most Common Reasons To Contact Old Republic Home Protection
Would Be For The Following:
Service Call Dispatched As “Recall” Is Not A Recall
A. Upon receipt of our call, we expect you to contact the Plan holder
immediately to schedule an appointment. If you have been unable
to make contact within four hours after dispatch, you should
call us back for further assistance.
B. Your cost will exceed your authorized limit (generally $150);
C. When you are confronted with a possible non-covered situation;
D. When you encounter a problem which will prevent timely completion
of the job;
E. When you are a new contractor to the Old Republic Home Protection
Network of Contractors.
In the event you have been dispatched a “recall”, and your technician
determines the call is “not a recall”, your technician is expected to advise the plan
holder of the situation and collect the necessary service fee. Please contact the
authorization department to advise of the circumstances in the event a dispatched
“recall” is not a recall.
Please have the work order number and job site address available
when you call us - this saves time for both of us.
Cannot Reach Plan Holder Within Four (4) Hours After Dispatch
Upon dispatch we expect you to contact the Plan holder immediately to
schedule an appointment. If you have been unable to make contact within
four hours after dispatch, please call our Dispatch Department directly at
800-222-9497.
Authorization To Complete Work 1-800-858-4488
Our office is available 24 hours a day, 7 days a week. When calling our
Authorization Department you will be greeted by an automated attendant
who will ask you to make a selection.
We ask that your technician contact our office prior to beginning any repair that
will exceed your pre-set authorization limit. You will obtain an additional
“authorization number” when we approve a job in excess of your pre-set
authorization limit.
All invoices must contain a work order number, which identifies the job itself
and the authorization number, if you have exceeded your pre-set authorization
limit. Your invoice payment may be delayed if these numbers are not obtained
and/or clearly shown on your invoice.
At the time of your call, please have the following information available for the
Authorizer:
★ Work Order number
★ Customer’s name and address
★ Diagnosis of problem
★ Cost estimate to complete repair, including:
• Brand, model and serial number
• Service call charges
• Labor to date
• Diagnosis
• Materials used or needed
• Taxes, if applicable
• Service fee collected
★ Total gross amount of the job
If the technician needs to open any walls, floors, or ceilings, we need to be advised
immediately so we may inform the Plan holder of any costs not covered by the Plan.
At times, to control excessive part mark-ups, you may be requested to install parts
or units provided by Old Republic Home Protection.
In the event your company does not feel comfortable with Old Republic Home Protection
provided parts or units, please speak with the Authorization Department, at your
convenience, to determine what we consider an acceptable mark-up for parts and units.
New Contractor Providing Services To Old Republic Home Protection
Plan Holders
We monitor our service cost expenditures and request your assistance in
maintaining your anticipated call volume. Our contractors are rated not only on
Plan holder relations and timely completion of service, but also on the average
cost per job invoiced to Old Republic Home Protection.
In order for your firm and technicians to clearly understand and be familiar with
our procedures, coverage and expectations, we request that your technician
contact the Authorization Department from each job site for the first few calls
dispatched to your firm, to verify status/completion of the job.
We will advise you at the time of Dispatch whether your technician is required to
call from the home. Otherwise, you won’t need to contact us unless one of the
conditions, discussed herein, apply.
Denials
The denial process is delicate and we prefer to handle denials ourselves. In order
to know what we may deny, please refer to our Plan or the list below for an
overview of exclusions.
(We do not provide “blanket” coverage. There are exclusions and limitations to our
Standard Plan.)
As A “Rule of Thumb” We Do Not Cover
• Service problems which existed prior to the effective date of the Plan
• Missing parts
• Improper installation
* Code violations
• Cosmetic defects
• Design flaws
• Overload conditions
• Lack of maintenance
• Consequential & secondary damage
• Commercial systems
• Cost exceeding $1,000 for access, diagnosis, repair or replacement for
concrete encased or underground water, drain, gas, vent, or electrical lines
• Cost exceeding $1,500 for access, diagnosis, repair or replacement for
all components of hot water, radiant heat, steam circulating heating
system, air transfer, lithium / glycol, diesel, or hydronic systems
• Cost of finding or gaining access to covered items
• Cost of restoration of floor or ceiling coverings
• Lighting fixtures
• Items that don’t affect the working operation of the unit
*• Filters
Low voltage relay systems
• Vents and flues
and Plumbing Fixtures
*• Faucets
Mismatched Systems, if mismatch condition is causing the service
concern.
Difficult Parts
You may occasionally encounter a repair situation which requires hard to
find parts.
We maintain working relationships with a number of wholesale parts houses in
several states that inventory hard to find parts. Call us in these situations
after you have made an attempt to find needed parts locally. We can often
provide assistance.
Second Opinions
There may be times when we will ask for a second opinion on a job.
Sometimes this is a part of our normal field audit procedures and sometimes it
is because of (what we consider) the high cost of the first opinion. You should
expect a request for a second opinion from us from time-to-time.
Be prepared to submit an estimate for any
non-covered items or repairs.
* Note:
In some areas we offer an option to the standard Plan which is called our
“Premier Coverage”. This option offers additional coverage not available
on the Standard Plan. Old Republic will alert you if this option is included
in dispatched calls. Please take a moment to review the enclosed Plan
with your staff and feel free to contact us if you have any questions.
Submitting an Invoice
INVOICES
To ensure prompt, accurate and full payment of all invoices, we
require the following information be entered clearly on each invoice
submitted: (To help clarify, we have enclosed a sample invoice for
your review.)
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
11)
1. Plan holder’s name and address.
2. Correct work order (sometimes referred to as P.O. number or
purchase order number) and authorization number, if applicable.
*The authorization number is a distinct and separate number
from our work order number, which identifies the job itself and, if
additional authorization has been received, the authorization
number should also be clearly entered on the invoice.
3. Detailed description of work performed, or if work was
not covered by the Plan, description of what was found
(i.e. missing parts, overload conditions, pest damage).
4. Part number and/or model number and, when applicable,
itemized list of parts and materials, tax on parts and
materials, and labor (unless previously agreed flat rates
have been scheduled).
Company Name
Homeowner’s name and address
ORHP service work order number
Contractor invoice number and service date
ORHP authorization number
Unit information and repair description
Labor, parts, and tax itemization
Invoice total gross amount
Service fee status (note if collected or not collected)
Net amount due for services
Homeowner signature
SAMPLE INVOICE
1
ABC SERVICE
111 7TH STREET
ANYWHERE, USA
4
DATE
INVOICE#
1/15/2000
6367
3
BILL TO:
OLD REPUBLIC HOME PROTECTION
2 ANNABEL LANE, STE. 127
SAN RAMON, CA 94583
5. Deduction for service fee collection from Plan holder, or
appropriate notation.
ORHP SERVICE WORK
ORDER
456789
6. Service completion date.
7. Customer signature whenever possible.
QUANTITY
DESCRIPTION
RATE
AMOUNT
8. Only one invoice will be accepted per work order number.
9. We do not pay off statements.
10. It is not necessary to send invoices for calls that have
been cancelled.
Invoices that do not have a detailed breakdown of work
performed or parts used for the repair will be returned.
If the work exceeds your pre-set authorization
limit and no additional authorization to complete the work was
provided by Old Republic, we are only responsible for your
pre-set limit toward the total cost of the job.
If work is performed that was not dispatched by Old Republic,
we are only responsible for the repair cost of the work that
was dispatched.
5
AUTHO #18697
2
John Smith
1476 Anywhere Ave.
Walnut Creek, CA 94596
6
GE Oven model JRSO4BU
serial no: xx23457
GE Oven bake element is shorted out
and the thermostat won’t recalibrate.
Must replace both.
7
1
1
1
8
Labor -1 hour
Parts - Bake Element
Part - Thermostat
Sales Tax - Parts
Invoice Gross Total Amount
Service Fee Collected
SERVICE FEE COLLECTION
1. Service Fee payments are to be made payable to your firm and a
credit entered on your invoice to Old Republic.
2. We require that you provide our Plan holder some type of receipt for
“cash” collections.
3. If the total cost of the job equals or is less than the deductible
amount, only collect the cost of the job and send us an invoice
identifying the transaction that occurred for our records.
4. Old Republic, at times, issues Gift Certificates to Plan holders. The
Plan holder may use these in place of paying the service fee. If you
receive one from the Plan holder, please write the work order number
on the Certificate and attach it to your invoice and we will pay your
invoice in full.
5. In the event you have been dispatched a “recall” and your technician
determines the call is not a “recall”, your technician is expected to
advise the Plan holder of the situation and collect the necessary
service fee. Please contact the Authorization Department immediately
to advise us of the circumstances in the event a dispatched “recall” is
not a recall so we may confirm with the Plan holder their understanding
that an additional service fee is due and payable.
6. In the event the call is a “recall”, we would expect that you not charge
Old Republic Home Protection an additional service call and that the plan
holder is not charged a “recall” service fee. Old Republic Home Protection
should only be charged for additional parts as needed, and the labor to
install these parts if this is an undiagnosed problem from the original
service request.
7. In the event service is denied, a collection of the service fee is still
required unless Old Republic Home Protection advises otherwise.
9
NET DUE
11
Homeowner’s Signature
$ 45.00
$ 50.00
$ 150.00
$ 16.50
$261.50
$<35.00>
$226.50
10
PAYMENTS
Old Republic Home Protection understands the importance of promptly scheduled
payments.
Our payment practices have always been excellent.
If you would like references from contractors who have worked with us over the
years, please feel free to call. We welcome your requests.
1. Old Republic Home Protection is on a 30-day pay cycle. We issue checks every
Tuesday and Friday. If you have submitted an invoice and have not received payment,
please do not hesitate to contact our Accounts Payable Department at 800-858-4488,
or simply resubmit the invoice by fax at (925) 328-0679.
2. We do not pay finance charges as all invoices received are paid as agreed.
3. Invoices should be sent to Old Republic within 60 days of completion of the job.
4. Invoices may be faxed to our Accounts Payable Department at 925-328-0679,
or mailed to:
Old Republic Home Protection Co., Inc.
P.O. Box 5017
San Ramon, CA 94583
5. In the event, a Plan holder’s service fee check bounces, submit the ORIGINAL
returned check (keep a copy for your records) and other bank documentation to
the Accounts Payable Department with the corresponding work order number
clearly on the check and Old Republic will provide reimbursement.
Review of Contractor Requirements
1. Standard Company Information
4. Insurance Information
We will enter this information in our system to be used
for future correspondence, disbursement of checks, and
dispatch information (telephone number, fax number, etc.)
We have three requirements in regard to insurance:
2. Income Tax Information
Following IRS guidelines, all payments made to a contractor are
reported to the IRS, unless you are Incorporated. We require that
every contracting firm we dispatch calls to submit a signed W-9
form which will be kept on record at our office. (Please verify
that this form is filled out accurately as the IRS charges Old
Republic Home Protection a penalty for each W-9 that is
inaccurate.) Should the IRS assess any penalty to Old Republic
Home Protection because you provided us with inaccurate
information you will be requested to pay the penalty.
3. Licensing Information
We request that all contractors have a current Contractor’s License in
the communities and trades in which they are requesting to perform
service for Old Republic Home Protection.
A copy of your current Contractor’s License should be on file with
our company and updated upon expiration.Please do not enter
information on the Contractor Profile that is not current and/or
accurate.
1. All contractors providing service for Old Republic Home Protection are
required to carry current General Liability Insurance at a minimum of
$500,000.
2. Old Republic Home Protection must be named a certificate holder and as
additional insured on the policy.
3. All contractors should carry Workers’ Compensation Insurance or sign a
waiver if not applicable.
Please submit a copy of your Certificate of Insurance which clearly identifies the
following:
1.
2.
3.
4.
5.
Insurance Company Name
Expiration Date
Dollar Limits
ORHP listed as an Additional Insured
ORHP listed as a Certificate Holder
A current insurance binder must be on file with our company and updated
upon expiration. In the event updated insurance information is not
received upon expiration, Old Republic Home Protection provides an
automatic courtesy follow-up (a 3” x 5” postcard) sent directly to your
agent, to efficiently determine whether coverage has been extended, so
that dispatch of calls to your office will not be delayed.
Privacy Policy
As of July 1, 2001, a federal regulation protecting the privacy of consumers became effective. In order to comply with this new legislation, we are
requesting that you be fully aware of Old Republic’s Privacy Policy and understand your obligation in that regard.
Old Republic Home Protection’s Privacy Policy
TO OUR CUSTOMERS - Maintaining your privacy is important to us, so whether you visit our web site or contact our service center, please be assured that
we are keeping your personal information safe and secure.
INFORMATION WE COLLECT - We collect nonpublic personal information about you from the folowing sources:
Information we receive on applications and other forms.
Information we receive in regard to your transactions with us.
The only reason that we collect and maintain customer information is to serve you and administer services on your behalf.
Therefore, you do not need to call, or take action, to prevent disclosure of your nonpublic personal information.
INFORMATION DISCLOSURE:
We do not sell your information to anyone.
We do not disclose any information about our customers or former customers to anyone, except as required by law.
We restrict access to your information to authorized individuals who need to know the information to provide the requested services and products to you.
We maintain physical, electronic, and procedural safeguards to further protect your information.
When it comes to sharing information, we do so only for specific purposes.
We may share your information outside the company only as authorized by you, or for a specific business purpose. Companies that we share information
with may include contractors who provide service to you under the Terms and Conditions of the Plan, data processing companies who help us administer
services to you, or companies that might assist us, for example, in fulfilling our obligations to you, such as mailing your Plan, or contacting you to inform
you of your rights to renew. These companies and contractors are subject to confidentiality provisions and restrictions that prohibit using the information
beyond the performance of the specified services on your behalf, and are specifically prohibited from independent use of the information.
IMPORTANT!!
YOU ARE NOT AUTHORIZED TO ACCEPT A SERVICE CALL FROM OLD REPUBLIC UNLESS:
A.
B.
C.
D.
E.
You have a signed Contractor Profile on file at our office
You have a signed W-9 Form on file at our office
You have General Liability Insurance in effect with ORHP listed as an Additional Insured
You are licensed/qualified under applicable laws & regulations to perform work assigned
Worker’s Compensation insurance is in force, if applicable
YOU ARE NEVER AUTHORIZED TO SUB CONTRACT WORK TO A THIRD PARTY.