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Background: There may be instances when a homeowner will claim there was damage conducted to their solar system.

Note

Background: As of January 7, 2025, southern California experienced multiple wildfires.
From revenue protection: Anyone who calls into Launch in one of the affected areas (California Wildfire) will automatically fall under the approved disaster postponement policy, which provides a three-month pause on billing. Launch agents can approve these without any input from EB. Escalated cases requesting postponement beyond the three-month timeframe will be extended as needed. Regarding homeowners calling in for an additional extension beyond the 3-month pause: EB homeowner support agents should create a case with a case assignment to revenue protection. 

  • Claims can come from Service Department(Omnidian)

  • Claims can come from Billing Department (Launch)

  • Claims can come from HO

  • Claims can come from Installer

STEP

ACTION

1

  • Review the matrix below to determine the next steps.

IF:

CAUSE OF DAMAGE:

THEN:

Solar System

  • Catastrophic Event (Fire, etc.)

  • Natural Event (Tornado, Hurricane, etc.)

  • Express deep condolences for the misfortune

  • Attempt to gather as many details as possible regarding the state of their solar system:

  1. Were some or all the system panels damaged?

  2. Is the solar system operational/semi-operational/non-operational?

  3. If available, photos of the damage.

  4. Is the solar system insured? If so, collect insurance details.

  5. Was a formal claim or report filed of the event with the homeowner’s insurer, fire department, or other public or government entities? If so, attempt to gather a copy of the report.

  • Go to Step 2

2

  • Review the matrix below on the next steps to take based on the customer’s product group type.

IF:

THEN:

RIC

  • Upload supporting documents into the Related Files Tab on the Account

  • If Fire related, mark account “Thermal Event” under Special Account Conditions.

  • Stop

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Note:

  • If the homeowner expresses hardship with making payments as a result of the unforeseen event, attempt to confirm if the homeowner anticipates or has made arrangements to make repairs and collect documentation that states an estimated repair timeframe. Refer homeowner to Billing Department (Launch).

PPA

  • Upload supporting documents into the Related Files Tab on the Account

  • Create Case

    • Customer request type Primary Reason - O&M Escalations

  • Create a Case Assignment O&M Team

    • Referral reason - Thermal Event

  • If Fire related, mark account “Thermal Event” under Special Account Conditions.

  • If referred by Installer, Billing (Launch), or Homeowner, then Refer the homeowner to Billing Service Department (Omnidian) for visibility.

  • Stop

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Note:

  • If the homeowner expresses hardship with making payments as a result of the unforeseen event, refer homeowner to Billing Department (Launch).