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Background: Support receives a call or email notifying EverBright of a homeowner’s death.
Navigate to the homeowner’s account on Engine.
If the glass has NOT been placed on the roof, the job can be canceled.
Add all deaths to this spreadsheet Transfers Tracker.xlsx with as much information as possible.
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Handled By: Customer Support Agents
Background: There may be instances that EverBright Customer Support receives a notification of a homeowner’s death.
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Process Overview
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2 | Using the following table, has M3 been approved? How to verify if M3 has been approved | |||
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Take down the homeowner’s details:
First and Last Name
Property Job Address.
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Create a Jira Ticket in Homeowner Support (EBH) with the following fields:
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Ticket naming convention: [Homeowner Name] Notification
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Description: Job Address
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Assignee: Enter Your Name
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Reporter: The caller’s Email
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Request Type: Account Management
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Support Channels: Phone/Email
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STEP 5. Email Cassie, Sabin, and Alexis.simmons@goeverbright.com with ticket details along with the attachments. Provide a link to the ticket.
STEP 6. Create a linked ticket and transfer them to Account Servicing once the documentation has been received.
Ticket naming convention: - [Homeowner Name] Notification
Description: Job Address
Assignee: Enter Your Name
Reporter: Account Servicing
Request Type: Account Management
Support Channels: Email
Write a Note to Account Servicing
Make sure documents are attached before sending it to Account Servicing.
| Info |
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All Notices of death/Death certificates also need to be emailed to alexis.simmons@goeverbright.com |
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
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Email Cassie and Sabin with ticket details along with the attachments. Provide a link to the ticket. |
Reply back to Account Servicing:
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IF: | THEN: | ||||
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Request from Account Servicing
[These types of requests are typically received as a Account Servicing complaint ticket email]
STEP | ACTION | |
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IF: | THEN: | |
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Hello, Thank you for the documents attached | |
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. Our records have been updated. Please allow the account to default. Regards, [Agent Name]
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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.
Search existing Jira tickets for any other forms of communication. The expectation is to attempt to reach out to a family member that may be able to provide us with a copy of the death certificate and executorship or estate documents. You may want to check the obituary for the city, county, and state and notate it as an internal comment attaching the link of your findings.
If the outreach attempt was successful, then provide Account Servicing with the document and close the tickets.
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.
Pre M2 Approval
If support receives notice that a homeowner has passed away and they are pre-M2 approval, the agent should request proof of death such as a death certificate, etc.
Once proof of death has been received, the agent will create a DP ticket with the homeowner’s first and last name, property address, and the proof of death. DP will review and cancel the job.
Pre M3 Approval
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Account Servicing Overall Process
The information below is a Account Servicing-based process and is a reference for Account Servicing’s overview process.
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Any customer inquiries about death/deceased homeowners, follow the above Process Overview. |
Deceased Notification
When a caller advises a liable party has passed away, complete the following steps.
Remember to empathize with the caller.
Indicate you are sorry for their loss.
STEP | ACTION |
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Screenshots of PDF SOP provided by Account Servicing
