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 two weeks.
Here’s how to process that weekly ticket:
1.) Automated SS ticket will be send to support called "Organizations with Expiring Insurance"
Ticket includes a table of orgs that include: Org name, account manager, org admin email, which insurance is expiring, date of expiration.
2.) Process the SS ticket
Assignee - enter your name, if it’s not already there
Reporter - Leave as is
Request Type - Account Management
Label - Add EB (since it’s an EverBright financing related ticket)
Review the list of organizations - in the next step, you’ll be checking to see if there’s an open ticket for any of these orgs from last week.
3.) Search the open ticket queue for tickets with subject line “EverBright: Please update your insurance or risk blocked contracts”
If you don’t see any open tickets with this subject line, proceed to step 4.
If you do see a ticket with this subject line, open it and check to see which org it’s for.
If that organization is on your list, enter an internal comment for the assigned support agent that says “ Org name is on this week’s list again - please expedite completion of this ticket”
If there are no additional organizations listed, beyond ones that already have an open insurance update ticket, close the “Organizations with Expiring Insurance” ticket since you’ll have no further action.
4.) Create a new linked ticket for each organization listed
Subject: EverBright: Please update your insurance or risk blocked contracts
Description/Body: Your insurance is about to expire
Assignee - enter your name
Reporter - Enter email address of the org admin
Request Type - Account Management
Label - Add EB (since it’s an EverBright financing related ticket)
Organization - The org name
Request Participants - Add the account manager’s email address and onboarding@goeverbright.com
4.) Send the customer note “Reply to Customer”
Hi _______, Your (enter insurance type) insurance policy is set to expire on (enter expiration date). Please send us proof of your renewed policy ASAP so that we can update your EverBright account. Otherwise, you may experience blocked EverBright contracts once your policy has expired. We know that’s an inconvenience so let’s get this paperwork updated to avoid interruption of service.
Please reply to this ticket with your updated certificate of insurance (COI), Accord form attached - remember, EverBright must be listed as additionally insured and your policy limits must meet our limits.
Please let me know if you have any questions -
5.) Once sent - the status should be in waiting for customer
If you haven’t received a response - after the third day, send the customer a reminder note
Hi ________, a quick reminder that your insurance policies are expiring soon and we’ll need a copy of your updated COI to avoid disruption of EverBright service. Please let me know if you have any questions.
6.) When the customer responds and attaches their COI, check the following:
Does the named insured match the organization name?
Is EverBright listed as an additional insured?
Is the policy limits within our requirements?
General Liability - $1,000,000 per occurrence; $2,000,000 aggregate
Auto - $1,000,000
Workers' Compensation - $1,000,000
Did they include all the policy types noted on the original ticket - i.e. Auto AND General Liability if both are about to expire
Their accord/COI lists the basic information listed above. However, many organizations use various insurance brokers and can/do send in multiple documents.
If the “Description Section” section has any additional information that may conflict with current policies or expectations then please reach out.
If you have any questions regarding - please reach out to Greg Garfinkel or David Ellis in an internal comment on the ticket.
If any of the information is missing, please send the customer a follow up note requesting the information or change needed
7.) Once you’ve determined that the insurance documents are sufficient and complete, create a linked CS ticket to send to configuration.
Mark it as a “Task”
Enter the component (org name),
Epic: EverBright
Assign based on workload (add link to dashboard)
8.) When configuration is complete, close the ticket with the following note to the customer
Hi _______, Your insurance information has been updated in our system. As always, let us know if you need any assistance. Best - (your name)