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.
...
The following table includes quick links for scenario script:
| Table of Contents |
|---|
If not 100% sure of who to send the ticket to or an Org Admin is not listed for the organization, please contact the EverBright Everbright Account Manager.
STEPS FOR PROCESSING INSURANCE TICKETS
1.) Automated SS ticket email will be sent to support called "Organizations with Expiring Insurance"
Ticket includes a CSV file with orgs that include: Org name, org admin email, which insurance is expiring, date of expiration. If this file is hard to read, you can copy it into an excel file so you can manipulate the rows.
2.) Process the SS ticket
...
Assignee - enter your name, if it’s not already there
...
Reporter - Leave as is
...
Request Type - Account Management
Review the list of organizations - in the next step, you’ll be checking to see if there’s an open ticket case for any of these orgs from last week.
3.) Search the open ticket queue for tickets with subject line “EverBright: Please update your insurance or risk blocked contracts”each Organization in Salesforce for an open case with Request type - Configuration and Subtype - Expiring Insurance
If you see a previously closed ticket case, double check to make sure this SOP was followed. If the SOP was followed and ticket case was closed due to a non-responsive customer DO NOT create a new ticketcase. The Org has been sufficiently notified and the issue is resolved. Put an internal a note in the parent ticket with a link to the resolved ticketfeed of the Org account
If you don’t see any open tickets with this subject line, proceed to step 4.
4.) Create a new linked ticket case for each organization listed with a policy type listed.
Request Type
Configuration
Request Subtype
Expiring Insurance
Tag the account manager in the case feed for visibility
5.) Create an Outbound email for each organization. Take note if the customer is approved for RIC only or TPO & RIC. You must send different e-mails to RIC and TPO & RIC customers.
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
Request Type - Account Management
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.
The CSV file uses abbreviations that you’ll need to spell out in your communications for clarity. For example:
AUTO = Automobile Liability insurance
GENERAL = Commercial General Liability insurance
WORK = Worker's Compensation insurance
NA = Non-owned Auto Policy
| Note |
|---|
If a customer states that they do not have automobiles and therefore no auto policy, they will be required to submit a COI for their non-owned auto policy (NA) showing proof of $1,000,000 minimum single limit coverage (see below for example) |
...
5.) Send an email to the customer. 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:
...
RIC-Only message:
Hi _______, Your (enter insurance type) insurance policy is set to expire on (enter expiration date). Please reply to this email and attach your updated certificate of insurance (COI) 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 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 reply to this email and attach your updated certificate of insurance (COI) ASAP so that we can update your EverBright account. EverBright must be listed as the Certificate Holder on the COI. If your insurance expires, you will no longer be able to sign EverBright contracts until we receive updated information.
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
6.) Refresh your browser and double check that the message was sent, then close the ticket.
How to process Certificate of Insurance (COI) Updates:
...
| Info |
|---|
If a customer indicates that they are exempt from Worker’s Compensation (by their state), reply that EverBright requires a state-issued document showing that the organization is exempt from Worker’s Compensation. Email greg.garfinkel@goeverbright.com to Create a case assignment for revenue protection on the existing case and request a review of the documents once received. If an organization indicates that they are exempt but do not have documentation, email Greg.garfinkel@goeverbright. com to request further review of the Organization. |
Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire
...
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 tag David Ellis or Greg in the case feed for next steps.
If the phone number is missing, google the main number for the insurance company rather than asking the customer for it.
7.) Once you’ve determined that the insurance documents are sufficient and complete, create a linked CS ticket to send to configuration.
...
8.) When configuration is complete, close the ticket send an email 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)