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Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire
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Their accord/COI lists the basic information listed above. However, many organizations use various insurance brokers and can/do send in multiple documents. |
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2
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Create a case in Salesforce:
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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.
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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.
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3
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Once you’ve determined that the insurance documents are sufficient and complete, create a CS ticket to send to configuration.
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4
Copy the link to the CS ticket and paste it in the Case Feed
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5
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When configuration is complete, send an email with the following note to the customer
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6
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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.
Effective October 21, 2024, the responsibility for notifying installers of expiring or expired insurance policies has transitioned to the Sales & Account Management teams. The Support Team will no longer be involved in reaching out to customers regarding insurance updates.
New Process Overview
Sales & Account Managers (AMs) are now responsible for notifying installers about expiring or expired insurance policies.
Support will no longer be responsible for notifying customers of expiring insurance.
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If
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Then
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Request received from chat, phone
The installer reaches out to support about their expiring insurance
Advise the customer to email the COI to support@goeverbright.com
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Request received via email
The installer/organization admin reaches out to support about their expiring insurance
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Follow the steps below: How to process Certificate of Insurance (COI) Updates
How to process Certificate of Insurance (COI) Updates:
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Step
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Action
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Reference
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1
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Check the document attached to the email for correctness
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First check - Does the named insured match the organization’s legal entity name
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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 |
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Is EverBright listed as an additional insured on their General Liability and Auto Insurance (not needed on workers comp insurance)?
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Everbright is required to be listed as the certificate holder for all customers that offer EverBright TPO (third-party operator) products: EverFixed and EverFlex
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Is the policy limits within our requirements? ( Installers may hold limits above the below ranges)
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Background: Effective December 12, 2024, the updated process for reviewing and approving Installer Insurance Renewals includes an initial review by the Risk Team before the insurance policies are updated on the platform. The submission process remains the same, but additional time (3-5 days) is allotted for the Risk Team's review. Requests via Slack are no longer accepted. Follow this step-by-step guide for the updated process:
STEP | ACTION | REFERENCE | ||
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1 | Notification of Expiring/Expired Insurance
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2 | Submission of COI(s)
Case Creation:
| Follow the Creating and Assigning Cases process | ||
3 | Case Assignment to Risk Team
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4 | Risk Team Review Validation Process: The Risk Team validates and approves/rejects the COI(s). | If COI is Approved proceed to Step 5 If COI is Rejected proceed to Step 6 | ||
5 |
CLOSE Case Ticket | Follow the Handling Configuration Requests in Salesforce process Use CS Installer Configuration - CS-28900 Epic Number | ||
6 | Rejection Notification:
CLOSE Case ticket | Please use the Quick Reply named “COI Rejection” |
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Important Notes
Processing Time: Expect 3-5 days for the Risk Team review and an additional 3 days for the Configuration Team to update insurance policies on Engine.
No Slack Requests: Do not accept requests related to COI submission or insurance renewal in Slack Configurations or Customer Support channels.