Versions Compared

Version Old Version 41 New Version 42
Changes made by

Deanna Collia

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Background: 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.

Ten days before their policies are set to expire, the installer receives an automated email from EverBright reminding them to update their policy info. In addition, our Support team will get a weekly email showing a list of installers whose policies are flagged as expiring within the next 7 days.

The following table includes quick links for scenario script:

Table of Contents

If

Table of Contents

Table of Contents
Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#FFFAE6

INTERNAL ONLY: If you are not 100% sure of who to send the ticket to or an Org Admin is not listed for the organization

...

; Please contact the Everbright Account Manager

...

STEPS FOR PROCESSING INSURANCE TICKETS

...

Steps for Processing Insurance Tickets:

Step

Action

Notes

1

  • Automated email will be sent to support called "Organizations with Expiring Insurance"

Info

  • 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 email

Info

  • Review the list of organizations - in the next step, you’ll be checking to see if there’s an open case for any of these orgs from last week.

3

...

  • Search each Organization in Salesforce for an open case with Request type - Configuration and Subtype - Expiring Insurance

Info

  • If you see a previously closed case, double check to make sure this SOP was followed. If the SOP was followed and case was closed due to a non-responsive customer DO NOT create a new case. The Org has been sufficiently notified and the issue is resolved. Put a note in the feed of the Org account

  • If you don’t see any open

...

  • case with this subject line, proceed to step 4.

4

...

  • Create a new case for each organization listed with a policy type listed.

Info

  • 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.

Info

  • The email should go to the Org Admin for the organization

  • The email interaction should be related as follows:

    • Name: Organization

    • Relates To: Case

  • 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

  • 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)

...

RIC-Only message:

  • Use the

...

  • ‘RIC Expiring

...

  • Ins’ quick reply in CXone

TPO and RIC message:

  • Use the

...

  • ‘RIC/TPO Expire

...

  • Ins’ quick reply in CXone

How to process Certificate

...

Of Insurance (COI) Updates:

Step

Action

Notes

1

Check the document attached to the email for correctness

  • First check - Does the named insured match the organization’s legal entity name

...

Info

...

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 workers comp insurance)?

...

Image Added

  • Everbright is required to be listed as the certificate holder for all customers that offer EverBright TPO (third-party operator) products:

...

  • EverFixed and EverFlex

Info

  • RIC-only customers do not require EverBright as a certificate holder

  • TPO and RIC customers require Everbright as a certificate holder

  • Information can be found in the MISA Type Executed field in Salesforce

  • Check-in Settings under Finance products (

...

  • EverFixed, EverFlex)

  • Is the policy limits within our requirements? ( Installers may hold limits above the below ranges)

Info

  • General Liability - $1,000,000 per occurrence; $2,000,000 aggregate

  • Auto - $1,000,000 Combined Single Limit

  • Workers' Compensation - $1,000,000

  • Non-owned Auto - $1,000,000

...

  • (If an installer claims to not have autos then a Non- Owned Auto Policy can be provided

...

  • )

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.

Create a case assignment for Risk on the existing case and request a review of the documents once received.

  • Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire

Info

Their accord/COI lists the basic information listed above. However, many organizations use various insurance brokers and can/do send in multiple documents.

2

  • Process the email as follows:

Info

  • Upload the insurance document to the existing Case under the related tab

  • Tag the person assigned to the case and inform them that the documents have been received

  • Relate the email as follows:

    • Name: Organization

    • Relates To: Case

  • End the email

If the

...

“Description Section” section has any additional information that may conflict with current policies or expectations, then please reach out.

Info

  • If any of the above information is missing, tag Malcolm Cardone Spence 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.

...

3

  • Once you’ve determined that the insurance documents are sufficient and complete, create a CS ticket to send to configuration.

Info

  • Mark it as a “Task”

  • Enter the component (org name),

  • Epic: EverBright

  • Assign based on workload (add link to dashboard)

4

...

  • Copy the link to the CS ticket and paste it in the Case Feed

5

...

  • When configuration is complete, send an email with the following note to the customer

Info

  • Use the

...

  • ‘Insurance Updated’ quick reply in CXone

6

...

  • Close the case as resolved

(Go to Top)