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.
Table of Contents:
Steps for Processing Insurance Tickets:
RIC-Only Message:
TPO & RIC Message:
How to process Certificate Of Insurance (COI) Updates:
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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:
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Step
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Action
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Notes
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1
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Automated email will be sent to support called "Organizations with Expiring Insurance"
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2
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Process the email
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3
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Search each Organization in Salesforce for an open case with Request type - Configuration and Subtype - Expiring Insurance
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If you don’t see any open case with this subject line, proceed to step 4.
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4
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Create a new case for each organization listed with a policy type listed.
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5
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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.
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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) |
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RIC-Only message: |
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TPO and RIC message: |
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How to process Certificate Of Insurance (COI) Updates:
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Step
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Action
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Notes
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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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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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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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Process the email as follows:
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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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Close the case as resolved
(Go to Top)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.