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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The following table includes quick links for scenario script:
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If not 100% sure of who to send the ticket to or no user an Org Admin is not listed for the organization, please contact the EverBright Account Manager.
STEPS FOR PROCESSING INSURANCE TICKETS
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4.) Create a new linked ticket for each organization listed with a policy type listed.
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.
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4.) Send an email to the customer (except if it’s an N/A policy type). Take note if the customer is approved for RIC only or TPO & RIC. You must send separate e-mails to RIC and TPO & RIC customers. To identify this login to Salesforce and enter the customer profile. This is located under MISA Type Executed in the Salesforce customer profile. Example:
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RIC-Only message:
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). Please let me know if you have any questions –
TPO and RIC message:
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 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:
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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 any of the above information is missing, please loop in David Ellis or Greg for next steps.
If the phone number is missing, google the main number for the insurance company rather than asking the customer for it.
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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)
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”
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