Installers quoting EverBright products must have valid insurance policies on file with EverBright specifically named as additionally insured. If the policy has expired, they will be blocked from executing deals.
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Subject: EverBright: Please update your (enter insurance type) insurance by (enter date in U.S. format Month/Day/Year)
Description/Body: Your insurance is about to expire
Assignee - enter your name
Reporter - Enter email address of the org admin (note: if only a “N/A” policy is noted, there’s no need to add a customer contact)
Request Type - Account Management
Label - Add EB (since it’s an EverBright financing related ticket)
Organization - The org name
Request Participants - Add the account manager’s email address and onboarding@goeverbright.com. Reminder: Assigned account managers can be found in Sales Force or Quick Sight.
NOTE: If the policy type is called “N/A” (rather than Auto or General Liability, etc.) you don’t need to communicate to the customer or create a ticket - instead, simply create a linked CS ticket updating the N/A date on their policy so they don’t have blocked contracts. These “N/A” policies are cases where we’ve waived the requirement for them. Send, David Ellis an email within the ticket, that an N/A policy expired and include Org name. He will follow up with the installer to determine if we’re still waiving the insurance requirement.
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4.) Send the customer note “Reply to Customer” (except if it’s an N/A policy type)
Hi _______, Your (enter insurance type) insurance policy is set to expire on (enter expiration date). Please send us proof of your renewed policy ASAP so that we can update your EverBright account. If your insurance expires, you will no longer be able to sign EverBright contracts until we receive updated information.
Please reply to this ticket and attach your updated certificate of insurance (COI). Remember, EverBright must be listed as additionally insured on your General Liability insurance insurance with the exception of workers' compensation and your policy limits must meet our guidelines.
Please let me know if you have any questions -
5.) Once sent - the status should be in waiting for customer
If you haven’t received a response - after the third day, send the customer a reminder note
Hi ________, a quick reminder that your insurance policies are expiring soon and we’ll need a copy of your updated COI to avoid disruption of EverBright service. Please let me know if you have any questions.
6.) When the customer responds and attaches their COI, check the following:
Does the named insured match the organization’s legal entity name?
Note: They may operate under a different name - make sure their legal name is on the policy - i.e. Western Valley Development dba Radius Energy; if in doubt, check Salesforce
Is EverBright listed as an additional insured on their General Liability and Auto Insurance (not needed on auto and workers comp insurance)?
Is the policy limits within our requirements?
General Liability - $1,000,000 per occurrence; $2,000,000 aggregate
Auto - $1,000,000
Workers' Compensation - $1,000,000
Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire
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If the “Description Section” section has any additional information that may conflict with current policies or expectations then please reach out.
If
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any
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If any of the above information is missing, please send the customer a follow up note requesting the information or change neededloop in David Ellis or Greg for next steps.
7.) Once you’ve determined that the insurance documents are sufficient and complete, create a linked CS ticket to send to configuration.
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8.) When configuration is complete, close the ticket with the following note to the customer
Hi _______, Your insurance information has been updated in our system. As always, let us know if you need any assistance. Best - (your name)
8.) If after 3 attempts to contact the customer, they still haven’t responded:
Send a final note to the customer (note: David Ellis and the Account Manager will be copied) saying:
Since we didn’t hear from you, we are closing this ticket as unresolved - however, if you encounter any blocked contracts in the future, please submit your updated insurance to support@goeverbright.com. We’ll then update your account, and unblock your EverBright contracts.
Note - this email will also trigger David and/or the account manager to do some additional follow ups with the customer
Close the ticket with resolution type of “customer non responsive”