Page Comparison

STEP

ACTION

1

• Did the customer threaten/allege to file a lawsuit or obtain an attorney?

  • If yes:

    • Advise:

      • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

    • Follow appropriate process(es) and Stop

  • If no, go to Step 2

2

• Determine if the matter qualifies for escalation to Legal

  • If yes:

    • Advise:

      • EverBright’s Legal team will work directly with the customer’s attorney

      • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

      • Only if Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

    • Send an internal notification to our Legal team

    • Notify Launch Account Servicing that the customer has obtained legal counsel

      • Send email to clientservices@launchservicing.com with the following information:

        • Attorney Name

        • Law Firm

        • Phone Number

        • Address

        • EmailAttach any legal correspondence that was received

    • Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved

    • Stop

  • If no, follow appropriate process(es) and Stop

QUALIFIERS

• A lawsuit has been filed.

• A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.

• The Attorney General of the customer’s state notifies EverBright of a filed complaint.

• The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

• EverBright receives a UCC Lien Notice.

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