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Purpose
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Background
Support receives a call or ticket concerning email notifying EverBright of a homeowner’s death.
Navigate to the homeowner’s account on engine and
Calls or Tickets not from Account Servicing
PROCEDURES: After the call
STEP 1. Take contact/caller details:
Inbound Calls/Emails -
Gather the following information:
Requestor’s First and Last Name
Relationship
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to the homeowner
Email Address
Phone Number
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Take down the homeowner’s details:
First and Last Name
Property Job Address.
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Instruct the caller that they
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will be receiving an email after the call
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. Ask them to reply to the email and attach a copy of the death certificate and executorship, or estate docs.
PROCEDURES: After the call
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Create a Jira Ticket in Homeowner Support (EBH) with the following fields:
Ticket naming convention: [Homeowner Name] Notification
Description: Job Address
Assignee: Enter Your Name
Reporter: The caller’s Email
Request Type: Account Management
Support Channels: Phone/Email
Write a Note to the Caller:
Hello,
It was a pleasure speaking with you today. As per our conversation, please respond reply to this email with a copy of the death certificate and executorship, or estate documents.
Regards,
STEP 5. Email Cassie, Jessie, and/or Herve with ticket details along with the attachments. Provide a link to the ticket.
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Make sure documents are attached before sending it to Account Servicing.
Hello,
Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.
Regards,
STEP 7. Reply back to Homeowner Death - [Homeowner Name] ticket:
Hello,
We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.
Regards,
STEP 8. Close both linked tickets.
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Remove all PII documents from both tickets prior to closing them. |
Tickets from Account Servicing
When receiving a notification from Account Servicing in regard to a homeowner’s death. Update the ticket as follows:
Description: Job Address
Assignee: Enter Your Name
Request Type: Account Management
Support Channels: Email
Request Participant: Geralyn Farella
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Email Geralyn Farella, Cassie, Jessie, and/or Herve with ticket details along with the attachments. Provide a link to the ticket. |
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A. If the death certificate and executorship, or estate documents are attached, then
Hello,
Thank you for the documents attached. Please let us know if there is anything needed on our end, in the meantime, I will go ahead and close out this ticket.
Regards,
[Agent Name]
Close Ticket.
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Remove all PII documents from both tickets prior to closing them. |
B. If the death certificate and executorship, or estate documents are not attached, then
Hello,
Thank you for keeping us updated. We will go ahead and notate the account. Please let us know if the reporter will be sending you a copy of the death certificate and executorship or estate documents.
Regards,
[Agent’s Name]
IF YES, close the ticket. Account Servicing will provide us with a copy once received.
IF NO, then proceed with Outreach SOP.
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If the outreach attempt was not successful, then reply back to Account Servicing:
Hello,
We attempted to obtain the death certificate and executorship or estate documents but were unable to acquire the necessary documents. Should we receive any documentation on our end, we will forward it to you.
Regards,
[Agent’s Name].
Close both tickets.