Customer Relations Playbook

EMERGENCY AND AFTERHOURS PROTOCOL Unlike our regular Online Portal based warranty process, Century utilizes a Third-Party call service to receive and distribute Emergency and Afterhours calls. Homeowners can call 888-885-5653 and be connected to a national dispatch company that will route their concern to the appropriate local point of contact. Emergency Calls Calls that meet the Emergency criteria are considered high priority and are immediately forwarded via email to the appropriate local division point of contact. If an Emergency call is received after business hours, the National Call Center will immediately contact the assigned local point of contact via phone, in addition to the email alert. Callers may also be advised to locate and utilize any provided emergency contact information to help expedite a response and/or resolution. Emergency Call Criteria • Gas Leak – National Call Center will also advise caller to contact their local utility company • No Air Conditioning to the entire home, with exterior Temperatures above 85 degrees • No Heat to the entire home, with exterior temperatures below 50 degrees • No Power to the entire home, provided there is not a local power outage • Plumbing – An interior leak or back up that cannot be shut off or is causing damage to the home Afterhours Calls For routine or non-emergency calls that are received after business hours, the National Call Center will advise callers to submit their requests via the Century Online Homeowner Portal. A courtesy email will also be sent on the caller’s behalf to alert the local division to follow up with the Homeowner and schedule any applicable warranty services that may be required.

48 | Customer Relations Process | CUSTOMER RELATIONS PLAYBOOK